Digitisation of complaints management

This thesis examines the digitalisation of complaints management using CAQ systems in a medium-sized industrial company. The first part of the thesis covers the theory of quality management, focusing in particular on complaints management, corrective action management and supplier relationship management. The thesis then goes on to discuss the criteria a CAQ system must meet in order to fulfil the requirements of complaints management. Furthermore, it provides an insight into the current market for CAQ software, as well as an analysis and comparison of various CAQ systems. The conclusion of the thesis offers recommendations for action and advice on whether specialised software is worthwhile and how digitalisation will continue to influence quality management in the future. If you are currently facing the question of how your complaints and corrective action management should be organised in the future, this book is exactly what you need and will support you in your decision-making!