Management of customers’ complaints within SC COMPA SA Sibiu. Case study for a topical complaint

Abstract

This scientific work consists of a case study made up from solving a complaint from the company SC COMPA SA in Sibiu, by using established methods such as the Eight Disciplines of Problem Solving or, in technical words, - the 8D report. This work was drawn up based on observations, monitoring, understanding of the entire 8D process, but also on active participation in the stages having implied collecting the data necessary for solving the entire report. Solving the complaint has as final purpose the identification and treating of the causes having led to producing a piece with D0.87 NOK and delivering it to the client. Throughout solving the complaint, quarantine actions have been implemented, microscopic tests have been performed both on the pieces subject to complaint, but also on the drill having made the hole of the piece, brainstorming and using an Ishikawa diagram, plus the implementation of a series of corrective actions which would prevent in the future the apparition of other defective parts.