عنوان مقاله [English]
Recently, many organizations have used customer relationship management (CRM) systems. The customer compliant management is one of its applications. The customer compliant management is a way to get feedbacks of customers, so that we can consider this as a product quality improvement plan tool. After the product purchase, customers have good information about the real time function of products. Thus, in this research, we propose the four-step framework for prioritizing the component improvement and the development by applying customer complaints about the Samand-LX vehicle (with EF7 engine). The first step consisted of the data collection. After the data collection, in the second step, the co-occurrence matrix and the frequency table of defected components has been created. The third one is the information visualization and the defect map creation. In the last step, in order to quantify decision making about the priority of components, the analytic hierarchy process (AHP) technique was applied. Ultimately, based on the priority, engine components were categorized in six groups for the improvement and the development.