Scholarly record

INFORMATION AND COMMUNICATION TECHNOLOGIES IN COMPLAINTS MANAGEMENT SYSTEM

M.Sc.Eng.Beata Szczerba, Prof.Barbara Bialecka

Abstract

Currently widely understood Information and Communication Technologies (ICT) has dominated most branches of the economy. Still, their potential has not been fully exploited. One of these areas where ICT is used to a limited extent is the management of complaints. The current problem in an era of rising expectations and requirements of customers or consumers is the way of collecting and processing large amount of data associated with manufactured products and services supplied. This analysis of data sets can provide all kinds of information, which can then be transformed into knowledge. To make this possible, however, it is necessary to integrate the flow of information about the production process or the provision of services with database of complaints using ICT. The article introduces ways of acquiring data sets at different stages of the process of managing complaints with the use of, among others, mobile devices, M2M, the Internet of Things. It also describes a problem of communication in the management of complaints, taking into account the emerging interference, which is directly related to the introduction of data by employees. As a result, a set of solutions in the field of information and communication technologies has beem elaborated which will increase the effectiveness of complaint management, facilitate decision making and contribute to creating a competitive advantage in the market.

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DOI resolver: doi.org/10.5593/sgem2017/21/s07.048

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