6-2 Case Study 3: The DMAIC Process
Ashely Bigley
OL-324-J5879 Managing Quality 22EW5
June 8, 2022
Stephen Schroeder
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Complaint Resolution
Customer Viewpoint: I ordered a Milwaukee tool set from Home Depot for both my son and
significant other for Christmas. The tool set consisted of an 18-volt impact and driver. When my
order came in, I received one of the correct sets and one set that was 12 volt and included a saw
and another item. As I was near a Home Depot, I first went to the store to address the issue. I was
not happy with the outcome of that interaction as they stated since the order was online, they
could not do a return in the store. Many stores do returns in person for online orders, so I felt that
this was not adequate customer service.
Quality Manager Viewpoint: Customer complaints highlight issues with your product, process,
or employees (MacDonald, 2021). This allows you an opportunity to correct these issues and
prevent further complaints in the future. According to MacDonald (2021), 91% of unhappy
customers do not complain, they simply quit doing business with you. By taking advantage of
the complaints you receive to improve your organization, you can prevent further loss of
customers.
Feedback
Customer Viewpoint: The initial feedback from the in-store customer service personnel was
that they were unable to help me and that I would have to request a return label, send the item
back and wait for a replacement. As we were nearing Christmas, this timeline didn't meet my
needs. I then spoke with customer service for online orders over the phone. They were able to
communicate with the store to accept my return and credit my card. Then they placed a new
order and shipped it overnight with free shipping to ensure that it arrived on-time. I was asked to
complete a survey about my experience with online customer support at the end of my call.
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Quality Manager Viewpoint: By analyzing and tracking complaints, the organization can
identify recurring issues and put corrective actions in place (MacDonald, 2021). By correcting
these issues rather than just reacting to them, the organization can improve the overall customer
experience and satisfaction. Because my company has project lasting more than a year, I feel it
would be helpful to do customer surveys at multiple gate ways throughout the project. This may
include one after design and engineering, one after fabrication, and one after construction is
complete. Because of the extended timeline of a project, we may miss issues from the beginning
of the process as the most recent activities of the project would be foremost in the customers
mind.
Guarantees
Customer Viewpoint: I was guaranteed that my order would be corrected quickly and
accurately. I feel that it was consistent with the five elements. First, it was unconditional, and as
the CSR on the phone called the store to arrange the return, it was incredibly easy on my part of
understand and invoke. It