> Organization: Newcastle Business School
> Date: Wed, 14 Apr 1999 10:59:33 GMT
> Priority: normal
> Subject: Re: Complaint Managemet Excellence
> From: barrie craven <[log in to unmask]>
> To: Bruce Rance <[log in to unmask]>, org-effectiveness
> <[log in to unmask]>, management research
> <[log in to unmask]>, business process management
> <[log in to unmask]>, customer service
> <[log in to unmask]>, lis-qual <[log in to unmask]>,
> Bruce Rance <[log in to unmask]>
> Cc: John Hughes <[log in to unmask]>
> Reply-to: barrie craven <[log in to unmask]>
> Isn't there a contradiction in the notion of best practice complaints
> management? If total quality procedures and best practices are
> operated within a company then no complaints will be received by the
> company. Only if best practice is not practised generally in the
> company will complaints be expected. Surely the logic should be to
> apply best practice to the company rather than to the complaints
> office?
>
>
>
>
> [log in to unmask]
> Dr B. M. Craven,
> Newcastle Business School,
> University of Northumbria,
> Newcastle upon Tyne, NE1 8ST,
> England.
> tel 0191 227 4681
> fax 0191 227 3303
>
>
> Is Barrie Craven being deliberately provocative when he says "If total quality
procedures and best practices are operated within a company then
no complaints will be received" The idea of a company receiving "no
complaints" is surely unrealistic. However good the product or
service offered some customers are going to complain. "Best
practice" should be applied to all functionns and operations within
a company and this includes its complaints procedures.
Wes Haydock
[log in to unmask]
Centre for Enterprise and Management
Bolton Business School
Bolton Institute of Higher Education
Deane Road
BL3 5AB
Web Page: http://www.acs.bolton.ac.uk/~wh2
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