Znaczenie reklamacji w systemie zarządzania jakością
The Role of Complaints in a Quality Management System

Summary/Abstract: In a quality management system consistent with the PN-EN ISO 9001:2009 standard, the customer and his requirements play the key role. One of the requirements of this standard imposed on enterprises is to monitor information on buyers’ perception and satisfaction, and subsequently to use this data to improve an organisation, processes and products. One method of assessing customer satisfaction is to analyse user complaints. These constitute an element of the costs of quality, and more specifically, the costs of external failure. They are generated during the production process and revealed during utilisation. For enterprises, the complaints are a valuable source of information about drawbacks emerging on-site and not being detected by inspections. They should constitute a basis for improving activities in order to reduce non-conformance and increase product quality. The strength of the complaint management system may determine the company’s success to keep clients. Successfully dealing with complaints fulfills the requirements of norm PN-EN ISO 9001:2009 on the continuous improvement of management systems and the desire to satisfy the customer.

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