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Best Practices, LLC Publishes New Study on Creating and Maintaining an Effective Customer Complaint and Resolution System in Medical Device Organizations

CHAPEL HILL, N.C., Dec. 18, 2017 /PRNewswire/ -- An effective customer complaint and resolution system enables medical device companies to drive business improvements by harnessing critical insights from customer feedback. Likewise, a poorly managed complaint resolution process can prove to be a time-consuming and expensive endeavor that drags down results.

While many device companies favor a centralized complaint management system, they have been slower to embrace outsourcing than their pharma counterparts. According to a new study by Best Practices, LLC, 64% of companies in the study said they do not contract out any aspects of complaint management to third-party vendors. Companies that do use third-party vendors rely on them for complaint processing.

The new study was launched to probe best practices employed by leading medical device companies to manage their customer complaint and resolution systems in order to resolve problems, spot trends and develop insights that drive process improvements in the global medical device marketplace. This report delivers MDR/MDV post market surveillance benchmarks in the global market, specifically the United States, European Union, Australia and Japan.

Best Practices in Managing Customer Complaint and Resolution Systems at Medical Device Firms" provides not only insights on effective approaches to resolving customer complaints but also key metrics that will allow quality leaders to compare against peers on complaint resolution closure times, budget, and staffing.

Key topics addressed in this research include:
  • Complaint Sources and Reception
  • Complaint Triage
  • Complaint Workflow
  • Complaint Follow-Up
  • Complaint Identification and Analysis
  • Complaint Recording
  • Complaint Timing
  • Compliance Levels
  • Outsourcing, Training and Development
  • Quality Financial Resources and Staffing

The full 73-page report contains more than 300 benchmark metrics to enable complaint resolution leaders to assess the efficiency and effectiveness of their complaint management organizations.

The research is based on surveys and interviews with 20 leaders involved in the management of complaint and resolution systems at 20 leading medical device companies.

Review a complimentary summary of the study at


Best Practices, LLC is a leading benchmarking, consulting and advisory services firm serving biopharmaceutical and medical device companies worldwide. Best Practices, LLC's clients include all the top 10 and 48 of the top 50 global healthcare companies. The firm conducts primary research and consulting using its comprehensive proprietary benchmarking tools and analysis. The operational insights, findings and analysis form the basis for our Benchmarking Reports, databases and advisory services to support executives in commercial and R&D operations. Best Practices, LLC believes in the profound principle that organizations can chart a course to superior economic performance by studying the best business practices, operating tactics and winning strategies of world-class companies.

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