Reklamationsmanagement (EN)

Reklamationsmanagement

The complaint management encompasses the processing of formal complaints about defects in delivered goods or services. In this process, a clear solution is demanded from the supplier within a reasonable timeframe, such as rectification, replacement delivery, or price reduction. Effective complaint management is crucial for maintaining good supplier relationships and ensuring product quality.

Process flow

flowchart TD     A[Receipt of complaint] --> B[Review of complaint]     B --> C{Complaint justified?}     C -->|Yes| D[Clarify responsibility]     C -->|No| E[Reject complaint]     D --> F[Find solution]     F --> G{Determine type of solution}     G -->|Rectification| H[Carry out rectification]     G -->|Replacement delivery| I[Carry out replacement delivery]     G -->|Price reduction| J[Carry out price reduction]     G -->|Return| K[Organize return]     H --> L[Documentation]     I --> L     J --> L     K --> L     E --> L     L --> M[End of process] 

In context

• Typically used together with quality management, supplier evaluation, and contract management
• Related to: Warranty, defect notice, complaint management
• Example use: An automobile manufacturer discovers that delivered parts do not meet the quality