Customer Complaint Management Systems (CCMS) in a food processing industry

Author

Maggie A. MacLeishFollow

Creative Commons License

This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.

Date of Graduation

Spring 2015

Document Type

Thesis

Degree Name

Bachelor of Science (BS)

Department

Department of Integrated Science and Technology

Advisor(s)

Abdelrahman Rabie

Abstract

Abstract

The food processing industry must meet customers’ highest quality expectations at the lowest cost. I partnered with Nestlé’s pizza facility in Little Chute, WI, to improve the current customer complaint approach of the quality department, which aimed to improve product quality. To improve the total quality of the system, this project established a defensive method of addressing customer complaints. Some strategies used to improve the current Customer Complaint Management System (CCMS) include Quality Functional Deployment (QFD), fuzzy logic, Kano’s methods, Voice of the customer (VOC) and Go-See-Think-Do (GSTD). These strategies are all related, but have not previously been used collaboratively. The joined force of these methods will better satisfy the customer, improve quality, and decrease overall error. During the Summer of 2014, a work-study was conducted on the DiGiorno pizza line to identify the areas in need of change. The application of multiple quality strategies was researched throughout the fall of 2014. These strategies were then blended to best suit the DiGiorno pizza line. The result was a customer complaint management system that provided a methodical approach to addressing customers’ complaints and correcting the associated manufacturing component. The new system will be incorporated into the Nestlé plant in the future.

Recommended Citation

MacLeish, Maggie A., "Customer Complaint Management Systems (CCMS) in a food processing industry" (2015). Senior Honors Projects, 2010-2019. 26.
https://commons.lib.jmu.edu/honors201019/26