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Customer Complaint & RMA Reduction
Customer Quality
8D for every customer complaint; dashboard for complaint rate and 8D closure. Faster response and fewer repeat complaints.
Executive Summary
Customer complaints and RMAs were high; response was slow and repeat issues occurred. This project applied 8D (Eight Disciplines) to every customer complaint: team, problem description, containment, root cause, corrective action, verification, and prevention. A dashboard tracked complaint rate, RMA rate, and 8D closure time. Outcomes: ~30% reduction in complaint rate, faster 8D closure, and fewer repeat complaints.
- ~30% reduction in customer complaint rate
- Faster 8D closure and customer response
- Fewer repeat complaints due to root cause focus
Context & Problem
Complaints were logged but often handled with a quick fix without deep root cause. The same issues recurred. Customers wanted faster response and evidence that problems were fixed for good. The organization needed a structured 8D process and visibility into complaint and RMA trends.
Methodology & Frameworks
8D for every customer complaint: D1–D2 team and problem description; D3–D4 containment and root cause (5-Why, fishbone, data); D5–D6 corrective action; D7–D8 verification and prevention. Dashboard for complaint count, RMA rate, 8D closure time, and repeat rate in Power BI.
Implementation
An 8D template and training were rolled out. Every customer complaint triggered an 8D with an owner and due dates. Containment and root cause were required before closure. The dashboard was updated from complaint and 8D data. Management reviewed open 8Ds and overdue items regularly.
Outcomes
- ~30% reduction in customer complaint rate over the measurement period.
- Faster closure—clear 8D process and ownership reduced time to respond and close.
- Fewer repeats—root cause–focused corrective actions reduced recurrence.
Lessons Learned
8D works when it is mandatory for every complaint, not just \"big\" ones. Containment must be fast to protect the customer; root cause can follow. Tracking repeat complaints showed whether corrective actions were effective. Dashboard visibility kept management and quality focused on closure.