02 — Capability · BC-550.60
Customer Quality & Field Feedback
Learn about quality from the people who use the product, by capturing complaints, returns and field failures and turning them into the evidence that drives improvement and, when necessary, recall.
- Complaint Handling
- Field Quality
- Warranty Analysis
In scope
- Customer complaint intake and investigation
- Field failure and warranty data analysis
- Recall and market withdrawal decisions and execution
- Customer-facing quality reporting
Out of scope
- Answering the customer and resolving the service case (see BC-450)
- Processing the physical return (see BC-1380)
Decomposes into · 4
- BC-550.60.10Complaint InvestigationTake each product or service complaint as a potential signal, investigate it to a conclusion and feed confirmed problems into corrective action.
- BC-550.60.20Field Failure AnalysisAnalyze warranty claims and returned units to find patterns a single complaint would never show.
- BC-550.60.30Recall & Market WithdrawalDecide quickly and defensibly when product must be pulled from the market, and run the withdrawal so affected units are found and customers are informed.
- BC-550.60.40Customer Quality ReportingReport quality performance to key customers in the form their contracts or relationships call for, honestly and before they ask.