In brief
Complaint management is the structured process by which companies record, assess, clarify with the supplier and eliminate defects in delivered goods.
Contents
What is Complaint management?
Complaint management covers every step from detecting a defect to eliminating it permanently. In purchasing, the focus is mainly on supplier complaints, that is, claims concerning delivered parts, such as the wrong version, dimensional deviations, damage, missing documents or functional faults. This is distinct from handling complaints from one’s own customers, even though both are structured in a similar way.
A typical sequence: record and evidence the defect (photos, measured values, batch number), quarantine the affected parts, inform the supplier, agree on immediate actions, clarify the cause and follow up on corrective actions. For structured handling, the problem description, root cause analysis and actions are documented in a standardised report, which many companies request from the supplier. Between merchants, statutory obligations to inspect goods and give notice of defects also apply, the details of which are governed by the contract and commercial law; this entry does not constitute legal advice.
In maintenance, rapid complaints are particularly important, because a defective spare part often only becomes apparent during installation, by which time a plant is already at a standstill. Analyses of complaints feed into supplier evaluation and supplier audits.
In practice: maintenance and procurement
Check spare parts at goods receipt at least for identity, quantity, damage and documents, so that defects can be reported early and with evidence. For every complaint, record the order number, manufacturer part number, batch or serial number and a precise description of the fault with photos.
Synonyms and abbreviations: supplier complaint · supplier claim · notice of defects · non-conformance report (NCR)
Frequently asked questions
What should a supplier complaint include?
A complaint should include the order and delivery note numbers, item and manufacturer part numbers, the quantity of affected parts, the batch or serial number and a factual description of the fault. Photos, measurement records and details of when the defect was found make clarification easier. It should also state clearly what is expected, such as a replacement delivery, rework or a credit note, and by when.
How can complaints be analysed meaningfully?
Complaints are collected by supplier, commodity group and type of fault and analysed regularly, for example as the share of rejected deliveries or the number of open cases. This makes recurring faults visible, such as wrong versions or missing documents. The results feed into supplier evaluation and provide a good basis for discussions about improvements or for a supplier audit.
What is the difference between a complaint and a warranty?
Warranty refers to the buyer’s statutory rights in the event of a defect, such as subsequent performance or a price reduction. The complaint is the practical process by which the defect is notified to the supplier and resolved. Which rights apply in an individual case and which deadlines are relevant depends on the contract and the applicable law; legal advice should be sought where necessary.