顾客抱怨问题研究.pdfVIP

Using Complaints for Quality Assurance 1 Decisions © 1997, TARP, All Rights Reserved Regardless of the type of industry involved, Quality Assurance (QA) has traditionally depended upon systematic inspections as a source of information for decision making and subsequent product/service adjustment or modification. Typical strategies have been to examine the product in the plant, take it off the shelves in the store, examine service/warranty data from d