Oscar Mayer Complaint Management Model

Oscar Mayer’s model is an analysis and complaint management model created by the company that gave it its name. Has as goal to improve the providing of customer service as a way to develop more quickly the complaints and reduce the analysis cost of those complaints. Beyond making extensive use of computers either for elaboration of the reports either for the complaints analysis, this model is also innovator at the basic principles and procedures level used.

Oscar Mayer’s model was developed in five modules that correspond to the following steps:

1. Centralized Communication: complaints with origin in the client, transports, salesman or workers, are directed to a central localization;

2. Immediate Action: if possible the problem is immediately solved, avoiding the presentation of a formal complaint; for that should be given training and authority to the responsible for the complaints in order to be able to effectively solve the problems;

3. Guidance: when its presentations, the complaint is categorized according to the needed kind of actions; for example, the complaint should indicate if investigation is necessary;

4. Resolution and Follow-up: at the end of each day, the complaints department debits or credits the most relevant clients’ complaints – most complaints can therefore result on a debit or a credit for the correspondent client, on only one day; for more complex complaints that cannot be solved at the end of the day, usually because an investigation is required, is assured the follow-up for the client.

5. Analysis: historical data is immediately available when the complaints are sent to the central, which makes easier the analysis by the involved departments; the complaints are analyzed by client, distribution company and product, and any tendencies or problematic areas are communicated to the responsible area (manufacturing unit, distribution department, marketing department, or other) so that it can act accordingly.

 

 

Translated from Portuguese by Susana Saraiva, Portuguese-English and English-Portuguese translation specialist. Contact: spams@sapo.pt.