Customer Concern Database
Stage Eight
The main purpose of the Green Room meeting is to identify problems and to encourage the participants to help solve them before letting them move up to the next levels. Many problems and situations are identified through the Customer Concern chart in the Green Room (pictured). This chart records any concerns, problems or issues that need to be addressed.
The QCDSM process sets up a database in either Excel or Access to record these concerns and to follow up on them each day, either in the Green Room itself, or in the next levels, or as a separate ‘response’ group made up of key personnel who can assist with the resolution of the situations.
The database becomes the key method for the company to identify issues that need to be addressed in order to maintain consistency. Linked with the Idea/Suggestion process and database, it is the most powerful tool to keep abreast and up to date on what is actually preventing Consistent Quality, Competitive Cost, On Time Delivery, Safety and high Employee Morale. These two databases form the kernel of QCDSM.
QCD Systems has many years of experience in training customers how to set up and manage these databases. We have been told by our customers that this process, followed on a daily basis, has helped maintain the momentum of their improvement. Additionally it has encouraged their employees to become involved. It has also solved the problem of little or no follow up or response to Employee Ideas and Suggestions in the Green Rooms which in turn has affected their participation and trust that management is prepared to work with them to solve their issues.