Original Date: 05/08/1995
Revision Date: 01/18/2007
Information : Field Feedback
McDonnell Douglas Aerospace (MDA)-St. Louis uses a coordinated field feedback system to rapidly acquire information about the product and service performance from the customer’s perspective. Feedback from field sites is collected through the Problem Identification, Escalation, and Resolution (PIER) process, used by customers directly or through field service engineers (FSEs).
The PIER process helps identify customer dissatisfaction and facilitates resolution. FSEs use a Field Service Reporting Information System to collect and submit technical and product-related problems. This data is linked to the Quality Improvement Management system where assessments are performed to determine root cause and develop corrective actions. The Check-Six system, sponsored by the president of MDA-St. Louis, is an informal system designed to provide customers easy access to MDA-St. Louis management. Check-Six forms are distributed and coordinated through FSEs and business development personnel and are tracked, managed, and responded to by senior management.
The field feedback systems have been beneficial to MDA-St. Louis in helping the company maintain customer satisfaction with its products and services.
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