3.

4 Identify the value of complaint procedures and analyse how they may be used to improve quality Value of complaint procedures: A complaint isn't simply a negative event and it's an opportunity for a company to identify and develop their business that need improvement. The complaint can be produce from internal or external of the company, the employee are great example of internal man who can complaint about what make they unhappy when doing the job, the external can be consumer of the company they arent happy about product, service. All two kind of complaint should be treated step by step with appropriate attitude from the company because it can help the company improve the products or services by changes. Moreover, many company have found that by successfully working through an issue with a customer, they can actually grow their relationship, receive complaint of customers to have experience and apply customer needs. Internal complaint in Mattel about accounting problem: Follow code of conduct of Mattel Any employee may submit a good faith concern or complaint regarding accounting, internal accounting controls or auditing matters to Mattel, without fear of retaliation of any kind(Mattel code of conduct,2011), it can show us the company attitude is welcome complaint from their own employee. The employee can give complaint to Mattel through:

Contact an Officer submitted in writing or by telephone may be made on a confidential and anonymous basis Call the Ethics Line

External complaint in Mattel: Follow audit Committee Complaint all complaint about Accounting Matters can be done by send a letter addressed to: General Counsel, Mattel, Inc., 333 Continental Boulevard, El Segundo, CA 90245. (Mattel audit committee complaint, 2013). Customer complaint: We provide information and receive feedback through product packaging, website interaction, customer satisfaction surveys, focus groups, help lines and call centers. We engage with consumer product advocacy groups through direct communication and industry associations. (Mattel report, 2004)

Retailer complaint: Mattel receive feedback from our retail customers through company-hosted and industry-hosted toy fairs. (Mattel report, 2004) In other hand in Mattel site they also show customer the easiest way to make a complaint.

Example of Complaint Procedure in Mattel Stage 1- Service/ Product level complaint Its the stage which most of the complaint will be solve. Mattel try to solve the problem as fast as they can because it show the concern of company about customer complaint and by respond it so quickly will make customer satisfaction. Customer complaint

Attempt to resolve the complaint immediately

Issue resolved no further action required

Issue not resolved to the satisfaction of the customer

Stage 2 Service/ Product Level Review

The process for the Group Manager to look into a complaint not resolved at stage 1, in this stage the problem which could not be solve in stage 1 will be looking formally . Mattel bring it in to paper and looking serious to find the solution. Complaint directed to the appropriate Group Manager, written acknowledgement sent within two working days

Group Manager investigates complaint and a written response provide within ten working days

Complaint resolved no further action required

Complaint not resolved to the satisfaction of the customer

Stage 3: Complaints Panel If the customer still thing the problem still there and feel disappointed then the issue will be reviewed by a panel of 2 Councilors and the Chief Executive then to local government ombudsman which will be the final way to solved problem for customer. Acknowledgement of Panel review request sent within five working days

Complaint Panel investigates and issues a decision in writing within twenty-eight working days Complaint resolved and no further action required Complainant directed to Local Government Ombudsman Table: complaint procedure flow chart (docstoc,2010) Complaint not resolved to the satisfaction of the customer

Complaint procedure in UCLA Mattel Childrens Hospital: UCLA are welcome with complaint from customer whenever they see something is wrong but they must willing and prepare to share some information: The nature of complaint Your medical record number The name(s) of the person(s) involved The department in which the problem occurred The date on which the problem occurred Your ideas about how you would like us to help ( uclahealth, 2013)

Then the procedure might likely to go like this:

Asking permission to start the investigation

Talking with you and/or your family so that we know your concerns

Contacting and talking with the person(s) named in your complaint

Reviewing all appropriate documents, including your medical record, if necessary

Collaborating with you on a possible resolution

Figure 1: complaints proceduce of UCLA ( uclahelth, 2013)

Other way that Mattel use to improve quality product is through Mattel Forum and Mattel Facebook fan page this availability of many channel makes user easy to connect to Mattel.

http://www.uclahealth.org/site.cfm?id=2878 http://corporate.mattel.com/about-us/auditCommitteeComplaint.aspx http://service.mattel.com/us/ContactUs.aspx http://corporate.mattel.com/about-us/code_of_conduct.aspx http://www.docstoc.com/docs/36508648/Customer-Feedback---Complaints-Procedure-Flow-Chart