| Summary: | To stay competitive and sustain long term profitability, Business Process Improvement (BPI) methodologies has become strategically important for many enterprise company in recent years. This research therefore explored business process improvement methodology in the areas of quality management as an essential work to create a successful and competitive enterprise. Managing customer complaint is the major challenges for quality department. Slow respond to customer complaint due to product failure has a big implication to the entire organization such as embark or increase customer dissatisfaction, lose customer trust, tarnish company reputation, and decrease in sales and revenue. However, the process of identifying failure or defect root cause(s) and defining the corrective and preventive actions consumes considerable amount of precious time and effort of engineers. In this research, we deployed BPI methodology called Tabular Application Development (TAD) for business process improvement. The TAD business improvement method has resulted the development of prototype dynamic web-based application of an integrated information system and defect knowledge central as a solution. Based on process simulation, the improvement solution can help to reduce 23% of average cycle time for treating one customer complaint.
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