What should you do if customer make a complain?? (Business)

Salam,

Within 2 month i was assign to do on-job training specialize in technical. C*S*O had make a complain on our product. The complain is "no Rx EYE". Alhamdulillah, Allah had sent someone to assist me. My senior told me to do:-



1). Test Functional (to verified failure base on customer report)
2). VMI on Interface (Visual Mechanical Inspection)
3). Open housing and test functional.
4). VMI on Circuit Board (Visual Mechanical Inspection)
5). Backup old firmware, replace with new firmware and Test Functional (to ensure either firmware problem or hardware problem)
6). Troubleshoot electronic components
7). Record reading and analysis (as evidence)
8). Compare reading with good product (to find faulty component)
10). Decide to swap component for test functional

The step design for verified failure, find root cause of the problem and find the corrective action to solve the problem. All step taken must follow with supportive evidence like picture, measurement and calculation.

The following step given are suitable for electronic product. For business purpose i recommend you try for customer satisfaction. Remember, in business the important is:-
1). Fast Delivery
2). Good Quality



What ever we do, remember "Setiap perbuatan didahului dengan niat". :)

Problem Solving (Engineering Way)

Salam

Alhamdulillah I just start working today. I learned something on my first day.

What have you learn??
Learn to solve engineering problems or in industries they replace the "problems" term with "issues".

How??
Basically steps taken can be divide into three part:-

1). Find and Verify Failure
2). Find and Verify Root Cause
3). Traceability for prevent recurrence

details..

1). Find and Verify Failure
Failure can be divide into three:-
a). Material
b). Function
c). Cosmetic

situation: Customer make complain and return product purchased

Customer: Hey!! your product is fail on XYZ!!
Engineer: Take their complain, find and verify either is it true or not by run failure verification process and failure analysis process.

note:- remember customer always right..


2). Find and Verify Root Cause
Run the failure product (as complaint) on several testing or simulation just to find the root cause of the failure and to get solution to fix it.


3). Traceability for prevent recurrence
Hmmm~ this part don't have specific ways. Just be smart and creative to trace back the numbers of same products produce on the same batch and make sure the products on the same batch not bring the same failure.

1.. 2.. 3.. steps was using in electronic-communication industries. What ever we do, we need to stand with facts and prove. If not, nobody will trust you.

Don't ashamed to ask questions. More you learn more you don't know. This remind me to this sentence "Ilmu yang kita miliki hanyalah sedikit berbanding ilmu ALLAH, ibarat celupkan jari kelingking di dalam lautan luas. Baki air yang terlekat pada jari itu adalah ilmu yang kita miliki"


note:- for details.. study on "Effective 8-Disciplines" or "8D"