Turning Coal Into Diamonds: A Case Study On Customer Complaint Tracking
As an ISO 9001 certified organization committed to a World-Class Six Sigma quality standard, Diamond Innovations is no stranger to continuous improvement – one of the core values guiding daily operations of this innovative diamond manufacturing company.
A commitment to quality at this level involves taking customer complaints very seriously. To this end, an internal system was in place to capture each complaint. Customer problems were quickly solved, and when necessary orders were replaced. While the system worked, it lacked the sophistication necessary to bring the complaints back to the organization and solve the problems at their roots.
