Customer complaints are never a pleasant thing, but the truth of the matter is that they are a necessary part of correcting any problems that may be occurring in your processes. They are a great indicator – to you and to various regulatory organizations – of exactly how well you are managing your quality systems. It can be difficult, though, to record, manage, and resolve complaints that are registered through various means.
QMS software should include the functionality to deal with complaints as they occur. It doesn’t matter if they are initiated by a phone call, a submission on a website, or a simple email, you will be able to automatically route the complaint to the department that either needs to know about it or has the ability to correct it. Good QMS software will also make sure that the proper responses are sent to the initiator of the complaint, and the management when the job is resolved.
