Hadi Shirouyehzad - Department of Industrial Engineering, Najafabad Branch,Islamic Azad University, Isfahan, Iran
Zahra Khodadadi - Department of Industrial Engineering, Najafabad Branch,Islamic Azad University, Isfahan, Iran
Arash Shahin - Department of Management, University of Isfahan, Isfahan, Iran

Today, the intense competition in any industries has lead organizations to try to win in this arena. Competition has changed customer-related sight of organizations, because a customer is one who fosters or kills a business. Therefore, today’s customer is known as a survival factor for all organizations. In this article, the aim of ECCM and FMEA combination is to present a design that with regard to the value of customer’s compliant can successfully use powerful ECCM in most service complaints. By using this pattern, we can formulate a continuous plan in order to prevent accidents that occur due to product defects, deliver a sound product to customer and not tag any problem for the customer and the provider. Hence, these findings can enrich exiting knowledge through calling attention to the compliant management in business networks and relationships.

Failure Mode and Effects Analysis (FMEA),Electronic Customer Compliant Management (ECCM), Quality Function Deployment (QFD), Total Quality Management (TQM)