Consumer complaint focus
Rabih Milad K. El-Khoury · Digital WPI · 1999
Customer Complaint Focus (CCF) is a proactive customer complaint resolution process designed as a Decision Support System (DSS) and whose goal is to emphasize complaint-capturing activities and to maximize the use of complaint information by developing Critical Improvement Projects (CIP) to eliminate complaint recurrence as well as serve as an Expert System (ES) for future complaint resolution.