Complaint and failure management: Key insights from a cross-industry study

How can companies deliver high-quality products more consistently? By overcoming eight critical pitfalls in their complaint and failure management strategies and processes.

To stay competitive in a fast-developing, digital and connected world, companies must design and deliver high-quality products that provide customers with significant value. To reach these goals, companies need an effective and efficient complaint and failure management (CFM) strategy and process.

This report takes a detailed look at how companies apply CFM and how changes in the market environment are impacting CFM practices. Produced through a joint research initiative between McKinsey & Company and the Laboratory for Machine Tools and Production Engineering (WZL) at RWTH Aachen University, the report is based on data provided by 78 companies across various industries and regions of the globe.

To download the report, please click on the link below.