The 8D Customer Complaint Resolution Report provides a structure and a framework for completing an 8D analysis, the eight-step analytic approach for addressing product and process problems that can cause customer complaints. This tool keeps key stakeholders, including management and customers, informed and updated on the status of a complaint. Developed by Public Health Foundation (PHF) Senior Quality Advisor Jack Moran and Performance Improvement Expert Sonja Armbruster, this analysis and reporting process elevates the customer focus of an organization, transforming unhappy customers into opportunities for positive organization learning and improvements to the health of the community.

 

This tool is one of many supplements to the 2012 Public Health Quality Improvement Encyclopedia.
 

(202)218-4412 or vlamers@phf.org.
 

 
About the Public Health Quality Improvement Encyclopedia
The Public Health Quality Improvement Encyclopedia is a practical guide to using 75 tools for QI practitioners in public health organizations. The book was distributed to all state and local health departments, and may be purchased through PHF's Online Store.
 
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