Fuzzy based approach for complaint management

Abstract

Complaint management is about the management of feedback from customers in a form of the complaint. The complaint handling process involved high level of uncertainties and imprecision. Hence, type-2 fuzzy sets are a suitable approach to handle this kind of information. The purpose of this paper was to present the proposed solution on the complaint handling process using the type-2 fuzzy sets approach. Literature on type-2 fuzzy and complaint management domain has been done to confirm there were gaps that can be fulfilled with new knowledge. As a result, reliable complaint management ranking technique was identified. This method has the potential to overcome time-consuming and inefficiency issues in the complaint handling process. The study on implementing this method will be continued to identify proper parameters and complaint specifications that will be used in the propose method. Therefore, simulations and testing will be performed to prove the proposed method has a reliable and optimum solution to handle a complaint handling process. © 2011 Springer-Verlag.