Analysis of Customer Feedback System for Continual Quality Improvement-A Case Study from Lakshya Experiences

Abstract

Customer's satisfaction is the measure of quality of a product or a service. Customers' feedback are important sources of product information on performance, improvements, and enhancement of ideas. The implementation of customer feedback system is essential to enhance the customers' satisfaction through continual improvement, which is essential for the survival of any organisation in a competitive environment. This study provides a structured approach to analyse and translate the customers' feedback into quality improvement of the product. The defects reported by the customers' on the unmanned aerial vehicle Lakshya systems were investigated while carrying out their rectification. Prompt remedial measures were also instituted to prevent their recurrence. This has resulted in the improvement of reliability and quality of the product. Finally, the implementation of customer feedback system and formalisation of defect investigation procedure for improving the quality and reliability of Lakshya systems has been described. A case study on Barco monitors (RGD 651) hasalso been demonstrated from Lakshya experience.