Guide de meilleures pratiques - traitement des reclamations (Paperback, [Issue 2])

A comprehensive complaint handling system is an essential component of a company's safety and quality system, providing a key measure of product quality and identifying opportunities for continual improvement. These guidelines promote best practice for an effective complaints handling system. This guideline provides a framework for users to: identify ways of effective complaint capture; give guidance on handling complaints; investigate complaints and identify corrective action required; categorise and trend complaints; and, identify opportunities for continual improvement.