Turning Coal into Diamonds: A Case Study on Customer Complaint Tracking

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As an ISO 9001 certified organization committed to a World-Class Six Sigma quality standard, Diamond Innovations is no stranger to continuous improvement one of the core values guiding daily operations of this innovative diamond manufacturing company.

A commitment to quality at this level involves taking customer complaints very seriously. To this end, an internal system was in place to capture each complaint. Customer problems were quickly solved, and when necessary orders were replaced. While the system worked, it lacked the sophistication necessary to bring the complaints back to the organization and solve the problems at their roots.

Diamond Innovations started to become aware of how much more they could do with the information from each customer interaction. For inherent in every complaint was an opportunity to do what they do best: turn raw material into diamonds. In this case, the diamonds would emerge out of a deliberate and careful assessment of the information gleaned from complaints, and then by utilizing that information to improve their current systems and processes. Simply solving the problems for the customer without digging deeper into the cause, would be a waste of valuable resources.

It was quickly determined that in order to reach their goal of fully utilizing customer feedback, they needed a more comprehensive system for managing customer complaints. A team was put together for the purpose of finding such a system. They began their search with a review of eight products, which was quickly narrowed to three, and then two. Careful analysis of the features and capabilities led to selecting Everest: Customer Focused Quality. Their goal was to implement a stellar system for capturing, managing, and tracking the outcome of quality issues, and the system needed to serve the unique goals of three different departments within the organization.

Once the product was selected they could begin the task of configuring and implementing the system to fill their needs. Project Specialists from Lynk Software were involved in helping with the transition. The first step was to interview each department to determine their specific needs, they then proceeded to creatively configure the system in a way that would serve all three departments. Each department is now able to efficiently manage their data from a single point.

Diamond Innovations continues to refine the way they do business with the help of feedback from their customers. Everest drives the weekly quality meetings, while all of the departments are now able to participate in closing the loop on corrective actions. The same innovative spirit that started the organization is now being used to keep it shining bright.

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