Complaints Management
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Being able to capture complaints, opinions and ideas from employees, customers, etc. is essential in order to systematically pursue constant improvements within the organization. It is the employees and the customers who comprehend the general impression and who know where the efforts should be made. In order to strengthen the quality of services and of products, systematical management of complaints, opinions and ideas is a necessity.
Process Example for Complaints Management
Our Process Example for managing and administering complaints, opinions and ideas is built on many years of experience which entails a process that is well thought out and is a tested and a relevant process for various kinds of organizations.
At the time of registration, the complaint, opinion or idea is described. Then it is sent to the next activity in the process, which is measure. The reporter will be informed by automated feedback via e-mail. At the activity measure the person responsible makes a mark if a measurement is taken and what measurement that is. The report is thereafter sent to the activity follow-up from which the submitter of the report also will receive feedback. Follow-up is done after a certain period of time in order to secure that the measurements taken were correct.
Power of Action and Efficiency with flexiteBPMS
By using flexiteBPMS when managing complaints, opinions and ideas, the organization will be given a good representation of their activities. For organizations with 24-hour availability, employees and customers can report complaints, opinions and ideas round the clock. Administration becomes easier and more effective as every report is sent directly to the responsible person and the information is stored in a database, which makes statistics available and quick to receive.
With the help of flexiteBPMS, the organization keeps track of every report that is submitted and then stored in a database. In that way the process flow is secured and there is no risk that information will be neglected or forgotten.
By managing complaints, opinions or ideas in a fast and effective manner, the employees and customers will remember how efficiently their report was taken care of rather than focusing on what they complained about in the first place. Experiences from earlier reports also reduce the risk of repeating previous mistakes.
Try our Process Example in swedish: Klagomålshantering
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The Company
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Flexeurope AB owns, develops, market and implement the flexite products, a complete platform for process and document management. With flexite our customers gets a powerful tool to automatize their information intensive processes..
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