Customer Complaint and Warranty Analysis
Complaints and warranty claims are the cheapest quality data an organisation will ever receive, and the most commonly wasted. This course covers how to capture, classify and analyse them so recurring failures actually get engineered out.
Course outline
What this programme covers, module by module.
- 01Complaints and warranty claims as quality data
- 02Capturing data in a structure that supports analysis
- 03Failure classification and coding consistency
- 04Pareto analysis, failure rates and cost of failure
- 05Tracing field failures to design or process causes
- 06Prioritising corrective action by cost and risk
- 07Verifying that the failure rate actually fell
What you will gain
- Capture complaint and warranty data in a usable structure
- Classify failures consistently for meaningful analysis
- Identify recurring failure modes and their cost
- Trace field failures back to design or process causes
- Prioritise corrective action by cost and risk
- Verify that corrective action reduced the failure rate
Who should attend
- Quality engineers and managers
- Customer service and warranty staff
- Product and design engineers
- Continuous improvement practitioners
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | Durban | 3 Days | R13,000 | |
| 16 to 18 Nov 2026 | Cape Town | 3 Days | R13,000 | |
| 7 to 9 Dec 2026 | Johannesburg | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | London | 3 Days | US$1,500 | |
| 8 to 10 Feb 2027 | Dubai | 3 Days | US$1,500 | |
| 13 to 15 Apr 2027 | Pretoria | 3 Days | R13,000 | |
| 21 to 23 Jun 2027 | Durban | 3 Days | R13,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Quality & Auditing
- Formats
- In-house, public, online
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