Abstract:

The development of modern enterprises depends on the ability to learn about and meet the needs of their customers. Therefore, enterprises pay more and more attention to their customers and to the quality of products offered to them. The basis of any quality management system is the disclosure and improvement of non-conformities occurring in the company [Lock, 2002]. For this reason, each complaint should be considered as carefully as possible, bearing in mind, above all, to erase the bad impression about the company and show that the customer is the most important for us [Lis, 20011].

The purpose of this article is to analyse the quality of manufactured products and the procedures that are used in the analysed enterprise when a customer submits a complaint. The HERCA method was used to verify the complaint.