Customer complaints have always been something of a double-edged sword. On one hand, they are bothersome and they do, after all, only point out what you are doing wrong. On the other side, they point out what you are doing wrong. That may seem like the same thing to some, but if you are working to reach compliance with certain industry regulations, these types of complaints – if managed correctly – can help you improve your quality systems and deliver the highest quality of products to the market.
Keeping track of all these complaints and deciding which ones need to take priority and are not frivolous rants can be a difficult task. Now, though, a lot of companies are using quality management software that integrates complaint control functionality. This has made it possible to initiate CAPAs when necessary and to track the state of the resolution process.
