CHAPEL HILL, N.C., Dec. 18, 2017 /PRNewswire/ -- An effective
customer complaint and resolution system enables medical device
companies to drive business improvements by harnessing critical
insights from customer feedback. Likewise, a poorly managed
complaint resolution process can prove to be a time-consuming and
expensive endeavor that drags down results.
While many device companies favor a centralized complaint
management system, they have been slower to embrace outsourcing
than their pharma counterparts. According to a new study by Best
Practices, LLC, 64% of companies in the study said they do not
contract out any aspects of complaint management to third-party
vendors. Companies that do use third-party vendors rely on them for
complaint processing.
The new study was launched to probe best practices employed by
leading medical device companies to manage their customer complaint
and resolution systems in order to resolve problems, spot trends
and develop insights that drive process improvements in the global
medical device marketplace. This report delivers MDR/MDV post
market surveillance benchmarks in the global market, specifically
the United States, European Union,
Australia and Japan.
"Best Practices in Managing Customer Complaint and Resolution
Systems at Medical Device Firms" provides not only insights on
effective approaches to resolving customer complaints but also key
metrics that will allow quality leaders to compare against peers on
complaint resolution closure times, budget, and staffing.
Key topics addressed in this research include:
- Complaint Sources and Reception
- Complaint Triage
- Complaint Workflow
- Complaint Follow-Up
- Complaint Identification and Analysis
- Complaint Recording
- Complaint Timing
- Compliance Levels
- Outsourcing, Training and Development
- Quality Financial Resources and Staffing
The full 73-page report contains more than 300 benchmark metrics
to enable complaint resolution leaders to assess the efficiency and
effectiveness of their complaint management organizations.
The research is based on surveys and interviews with 20 leaders
involved in the management of complaint and resolution systems at
20 leading medical device companies.
Review a complimentary summary of the study at
http://www.best-in-class.com/rr1477.htm.
ABOUT BEST PRACTICES, LLC
Best Practices, LLC is a
leading benchmarking, consulting and advisory services firm serving
biopharmaceutical and medical device companies worldwide. Best
Practices, LLC's clients include all the top 10 and 48 of the top
50 global healthcare companies. The firm conducts primary research
and consulting using its comprehensive proprietary benchmarking
tools and analysis. The operational insights, findings and analysis
form the basis for our Benchmarking Reports, databases and advisory
services to support executives in commercial and R&D
operations. Best Practices, LLC believes in the profound principle
that organizations can chart a course to superior economic
performance by studying the best business practices, operating
tactics and winning strategies of world-class companies.
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SOURCE Best Practices, LLC