How is a complaint defined in the context of quality management?

In the context of quality management, a complaint is specifically defined as any expression of dissatisfaction by a customer. This understanding is critical because complaints are valuable indicators of areas where an organization may need to improve. They serve as direct feedback that highlights issues with products, services, or overall customer experience that do not meet expectations.

By recognizing complaints as expressions of dissatisfaction, organizations can prioritize responses and rectifications, aiming to enhance customer satisfaction and overall quality. Addressing complaints effectively not only helps resolve individual issues but can also lead to systemic improvements that prevent future dissatisfaction.

Looking at the other options, a delay in shipment is an operational issue rather than a direct expression of dissatisfaction. An expression of satisfaction merely reflects positive feedback, which isn't categorized as a complaint. While feedback received from patients can encompass a wide range of comments, it is not exclusively focused on dissatisfaction and might include compliments or neutral observations that do not indicate areas needing improvement. Therefore, the correct understanding of a complaint helps organizations focus on resolving issues raised by customers, enhancing the quality of their offerings.