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Article

Моделирование процесса управления претензиями на промышленном предприятии

Исаев Е. А., Мартынов А. Д., Моргунов А. Ф.

The paper considers one of the important elements of the business process of managing customer relationships in almost every enterprise – consumer’s claims management process. Timely analysis of customer complaints not only affects the company's reputation, but also to reduce costs, improve product quality. This article discusses the process of managing consumer complaints in accordance with regulatory documents – ISO 10002-2007 «Quality management – Customer satisfaction» As part of the work, a claims management model is being built, and a methodology for analyzing the repeatability of claims is being developed. The developed method of analysis of repeatability of claims was successfully tested at one of the enterprises of the military-industrial complex and can be applied in the future at other industrial enterprises.