Resolution of customer issues

At Severstal, a well-built process for solving customer problems using the 8D methodology was launched:

  • All feedback from customers is entered into the “Problem Registry” with the subsequent prioritization of problems.
  • Resources for problem solving have been identified.
  • KPIs for participants of the problem solving process have been identified.
  • Knowledge database has been made with reports on solved issues.
  • Process of quick informing customers on the problems solved has been organized.
  • Preparation of customer-specific bulletins for addressing specific problems and direct mailing has been organized.

At Severstal, it is a customary practice to award employees for timely solving customer problems.