Step 1. Customer Complaint Analysis

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Record details of the problem (failure, complaint) and how it occurred as described by the customer.

For this purpose, use of such an inspection form as shown in Fig 1 will facilitate collecting information to the point required for proper analysis and diagnosis.

Fig 1: Identifying Customer Complaint Analysis Form

Courtesy of SUZUKI OF AMERICA CORP.

NOTE: The form is a standard sample. It should be modified according to conditions characteristic of each market.