What do you do if your client in Quality Management is dissatisfied with your services?

First Understand the Client’s Concerns: Engage with the client to fully understand their reasons for disqualification. Assess the issue : Exactly Review the service against the QMS standards to identify any non-conformities. Perform the root cause analysis: reason for the service disqualification Correct action and prevent action: Implementation actions to address the issue Establish preventive measures to ensure the issue doesn't recur. Maintain open and transparent communication. All steps taken from initial feedback to the implementation of corrective action to implement as part of QMS records. Finally continue the improvement process review and prevent future disqualification.

The costumers claims are an opportunitie to make some improvements on the products ( or the services) of the compsnies. You have to really understanding what they have been claiming, in order to make the corrections on the products, in order to make them became satisfied ahain with the products of the compsnies, the Quality Management have always something to improve ( Kaizen), than keep makinh the tasks with the more quality possible. It¨s very important to all of the compsnies have a way to hear the costumers, the claims of the costumers in order to make some improvements on the products.

Algum tempo atrás me reuni com um grupo de pessoas de uma área operacional. Os membros da equipe reclamavam de algo que n?o estava claro na passagem do "bast?o" para o setor que eles atuavam. Prontamente me dispus a ajudar, escrevendo corretamente o fluxo do processo com mais clareza, para que todos pudessem compreender. N?o existe fórmula mágica para insatisfa??o por algo que ainda n?o sabemos. De antem?o um dos pontos chaves para saber o que realmente está acontecendo para que o cliente esteja insatisfeito é o processo de dialogo. Quando nos dispomos em ouvir o nosso cliente, abrimos a vis?o do que podemos melhorar, e sanar problemas que muitas vezes est?o relacionados a ruídos na comunica??o ou processo.

There is no reason to go forward. Lets accept the reality, go back to the drawing board,rebuilt,think,study,produce the analysis, find out what went wrong. Give importance to the mistakes and highlights its specific needs.

Elicit Critical to Quality (CTQ) parameters from Client and benchmark the current performance against these values. Conduct a design of experiments (DOE) and check the feasibility of attaining the CTQ over a period of time. Discuss this with Client and derive a detailed plan of action.

Analyze Feedback: After acknowledging the concerns, you should thoroughly analyze the feedback provided by the client. This involves understanding the root causes of their dissatisfaction, identifying areas for improvement, and gathering any necessary information or data to fully comprehend the situation.

Seek Clarification: If the client's feedback is vague or unclear, don't hesitate to seek clarification. Ask probing questions to gain a deeper understanding of the root causes of their dissatisfaction and the specific areas where improvements are needed.

Propose Solutions: Based on the analysis of the feedback, you should propose concrete solutions to address the client's concerns and resolve the issues they have raised. This could involve changes to processes, procedures, or service delivery methods.

It is important to undrstand what are the areas your clients are dissatisfied. Clients are usually bothered about the communication. If the client expects you to provide updates via phone calls, despite of the number of emails you have sent, they will be dissapointed. Therefore, you can propose solutions understanding the clients' requirements.

It is important to undrstand what are the areas your clients are dissatisfied. Clients are usually bothered about the communication. If the client expects you to provide updates via phone calls, despite of the number of emails you have sent, they will be dissapointed. Therefore, you can propose solutions understanding the clients' requirements.

Propose Solutions: Based on the analysis of the feedback, you should propose concrete solutions to address the client's concerns and resolve the issues they have raised. This could involve changes to processes, procedures, or service delivery methods.

Follow Up: After implementing the changes, it's essential to follow up with the client to ensure that their concerns have been adequately addressed and that they are satisfied with the improvements made. This step may involve gathering additional feedback and making further adjustments if necessary.

Foster Relationships: The final step is to foster and maintain positive relationships with the client. This involves ongoing communication, transparency, and a commitment to continuous improvement. Building strong relationships can help prevent future dissatisfaction and strengthen the overall client-service provider dynamic.

In conclusion, client dissatisfaction is an inevitable aspect of any business, but it's how you respond to it that ultimately determines your success. By listening attentively, taking decisive action, and prioritizing continuous improvement, you can transform dissatisfaction into success and build stronger, more resilient client relationships in Quality Management.

In my experience, it is important to remember that there are many ways to meet the quality management requirements. This means every company will have a slightly different approach to fulfill the corresponding standard. Therefore, potential customer dissatisfaction with your quality services is very likely if clear conditions are not agreed on first. Dissatisfaction can be avoided by defining the quality assurance at the beginning. This adresses the issue discussed in this article and helps avoiding costly and time-consuming changes.