This article is the fourth installment of a six-part series on common business challenges and the quality management system (QMS) tools that can help alleviate those challenges. We started with corrective action in Part 1, then moved onto document control in Part 2, and risk evaluation last time, in Part 3.  In this article we’ll discuss something that affects all industries at some point or another—the complaint.

The challenge: Manual processes drain efficiency

Incoming complaints often signal that the time for a change has come. Oftentimes when companies address complaints an Excel spreadsheet is used for manually entering and updating relevant data and tracking these complaints. However, this method is prone to human error that can cause the following results:

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