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Customer Complaint Management Systems (Ccms) In A Food Processing Industry, Maggie A. Macleish
Customer Complaint Management Systems (Ccms) In A Food Processing Industry, Maggie A. Macleish
Senior Honors Projects, 2010-2019
Abstract
The food processing industry must meet customers’ highest quality expectations at the lowest cost. I partnered with Nestlé’s pizza facility in Little Chute, WI, to improve the current customer complaint approach of the quality department, which aimed to improve product quality. To improve the total quality of the system, this project established a defensive method of addressing customer complaints. Some strategies used to improve the current Customer Complaint Management System (CCMS) include Quality Functional Deployment (QFD), fuzzy logic, Kano’s methods, Voice of the customer (VOC) and Go-See-Think-Do (GSTD). These strategies are all related, but have not previously been used …