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Quality 4.0 : reducing customer complaints
Author(s)
Isaacs, Gerrit Bastiaan
Date Issued
2020
Type
Thesis
Publisher
Cape Peninsula University of Technology
Abstract
The purpose of this research is to realise the positive change that comes from
customer complaints experienced in the organisation. Analysis indicates by
comparison that the number of customer complaints confirmed for the
company in question did not decrease for a certain period. In the same period,
the company lost market share to the opposition and the contribution to the
bottom line was negatively affected. This prompted the research statement:
“Despite the efforts made by the quality management fraternity to ensure
excellence in quality, high levels of product quality complaints still impede
operations excellence.” The research adopted a mixed-method methodology
with an explanatory approach. Through this approach, the researcher was
able to investigate possible opportunities for the reduction of customer
complaints. Quality 4.0 emerged from the research, and in particular, the
framework developed by the LNS Research company suggested a possible
fit or integration to the research and was subsequently pursued. This
approach realised the objectives and the major hypothesis to support the
research question was: “H1: The Quality 4.0 concept facilitates optimisation
of the customer quality complaints of the traditional QMS.” A survey
questionnaire was adopted to support the research and the primary and
secondary information analysed to form the opinion that is structured in
Chapter 6 of this dissertation.
customer complaints experienced in the organisation. Analysis indicates by
comparison that the number of customer complaints confirmed for the
company in question did not decrease for a certain period. In the same period,
the company lost market share to the opposition and the contribution to the
bottom line was negatively affected. This prompted the research statement:
“Despite the efforts made by the quality management fraternity to ensure
excellence in quality, high levels of product quality complaints still impede
operations excellence.” The research adopted a mixed-method methodology
with an explanatory approach. Through this approach, the researcher was
able to investigate possible opportunities for the reduction of customer
complaints. Quality 4.0 emerged from the research, and in particular, the
framework developed by the LNS Research company suggested a possible
fit or integration to the research and was subsequently pursued. This
approach realised the objectives and the major hypothesis to support the
research question was: “H1: The Quality 4.0 concept facilitates optimisation
of the customer quality complaints of the traditional QMS.” A survey
questionnaire was adopted to support the research and the primary and
secondary information analysed to form the opinion that is structured in
Chapter 6 of this dissertation.
Additional information
Thesis (MEng (Quality))--Cape Peninsula University of Technology, 2020
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