Enhancement of Customer Complaints: Digitalization of Synchronous Model for Problem-Solving of Manufacturing Complaints.

In today's manufacturing environment, companies are facing new challenges brought by advances in technology which are reflected in the output of their processes or products delivered to the customers. At the same time, customer expectations have changed over time, and the modern customer needs a fast solution when the product received does not meet its requirements. Having this background in mind, how can a traditional problem-solving model tackle a modern issue? This question has been the starting point for developing the Synchronous Model for structured problem solving and further propose its digitalization and AI (artificial intelligence) usage for ensuring operational excellence, enhancing customer satisfaction, and maintaining competitiveness in this rapidly evolving market landscape. The model was created from a comparative analysis between seven most known and used structured problem-solving models within manufacturing companies where all the advantages and disadvantages were collected. Within this paper, a digitalized platform is proposed, and its features are validated through a case study on a manufacturing company, struggling with answer time for customer complaints, where a decreasing trend was observed after using the Synchronous model for addressing complaints, proving its efficiency. [ABSTRACT FROM AUTHOR]