Complaint management system in building material factory

IF 0.9 Q4 ENGINEERING, INDUSTRIAL

Management and Production Engineering Review Pub Date : 2023-11-06 DOI:10.24425/MPER.2019.128243

M. Cieśla

引用次数: 1

Abstract

The scientiﬁc goal of this article was to conﬁrm the thesis that eﬃcient complaint manage- ment can be one the company’s competitive advantage elements of in the sphere of logistic customer service. The theoretical part of the article presents basic foundations related to complaint management process as an important element of post-trade sales process in customer service. The research part presents an example of the implementation of eﬃcient assumptions of the complaint management process on the example of a construction industry manufacturing company. Guidelines for the design and implementation of an eﬀective and eﬃcient complaint handling process are presented. An example of process analysis is done using appropriate quality tools.

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建材厂投诉管理系统

本文的科学目的是证实有效的投诉管理可以成为企业在物流客户服务领域的竞争优势要素之一。本文的理论部分介绍了投诉管理流程作为客户服务中售后流程的重要组成部分的基本基础。研究部分以某建筑业制造企业为例，介绍了投诉管理过程中有效假设的实施情况。现就如何设计及实施有效及高效率的投诉处理程序，提供指引。过程分析的一个例子是使用适当的质量工具完成的。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Management and Production Engineering Review ENGINEERING, INDUSTRIAL-

CiteScore

2.80

自引率

21.40%

发文量

期刊介绍： Management and Production Engineering Review (MPER) is a peer-refereed, international, multidisciplinary journal covering a broad spectrum of topics in production engineering and management. Production engineering is a currently developing stream of science encompassing planning, design, implementation and management of production and logistic systems. Orientation towards human resources factor differentiates production engineering from other technical disciplines. The journal aims to advance the theoretical and applied knowledge of this rapidly evolving field, with a special focus on production management, organisation of production processes, management of production knowledge, computer integrated management of production flow, enterprise effectiveness, maintainability and sustainable manufacturing, productivity and organisation, forecasting, modelling and simulation, decision making systems, project management, innovation management and technology transfer, quality engineering and safety at work, supply chain optimization and logistics. Management and Production Engineering Review is published under the auspices of the Polish Academy of Sciences Committee on Production Engineering and Polish Association for Production Management.