INCREASING CUSTOMER SATISFACTION THROUGH THE APPLICATION OF THE 8D METHODOLOGY

The Eight Disciplines Problem Solving (8D methodology represents, for the automotive industry companies, the main working tool with which the defect analysis is made following a complaint received from an (internal or external) customer, as well as the means used to communicate the results of this analysis, all these supplemented by required the corrective and preventive actions. This paper presents the improvement in the customer complaints process achieved by an effective use of the 8D methodology. It is presented the 8D methodology and its performance in influencing the customer complaints management process throughout a case study in the automotive industry. 8D methodology offers an essential solution from identifying the root cause until the implementation of preventive action and used for complaint settlement contributes to improved quality and company performance. The results can be used by the management in continuous improvement as additional motivation for more consistent and effective use.