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Decision Tree for complaint handling

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Alison Lowham

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Posted 14 November 2022 - 05:33 PM

Does anyone use a decision tree for complaint handling? What advice would you have for making it effective?



Sean Archer

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Posted 14 November 2022 - 09:16 PM

Hi. You don't have to use a decision tree for complaint handling. You can set permanent targets to make it effective, like reaction time, solution duration, customer satisfaction level, complaints with refunds vs. total sales, complaints concerning food safety vs. total complaints.



Charles.C

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Posted 15 November 2022 - 12:01 AM

Does anyone use a decision tree for complaint handling? What advice would you have for making it effective?

Hi Alison,

 

1st Question -what kind of Complaint/Decision ? Safety or non-Safety related ? Accept or Reject ?

 

Logically overlaps the huge, multi-faceted, topic of Risk Analysis. An extremely Scope-diverse area.

 

SQF et al have previously proposed for FS a 5x5 HACCP risk matrix which IRC uses the (crude) terminologies "customer complaint" and "recall" as Severity levels. Afaik SQF did not further characterise these terms although presumably Safety-related.

 

FMA matrices typically use up to 10 levels of discrimination.

 

Then one also encounters the world of  PFI.


Kind Regards,

 

Charles.C




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