Improving Consumer Complaint Reporting by the Development of a Relational Database

Abstract

Consumer complaints are an important indicator of the perception of a product by consumers. It is also in some instances a regulatory requirement that such systems are in place. For those two reasons it is very important to have an effective system to track and analyze this type of information.

The company uses an application called CRS to enter data at the call centers. However, this software is limited in its internal data analysis capabilities. For that reason the raw data from this software is used to externally create reports.

Due to the nature of the complaint data and the output from CRS the process is highly involved and manual in nature. It can take 2-4 days of work by one of the Quality Engineers to generate a report for a particular manufacturing site (there are 4 major sites in North America).

It is the intent of this project to improve the process of creating the consumer complaint reports by using a relational database to import the data and then manipulate it to create the reports.