COMPLAINT MANAGEMENT

INPUTS DATA ACTION MFA/ MP OUT PUT .

to be implemented • Customer complaint from:.call back report (daily) • Direct query from field • Site visits/ audits from supervisor/managers/FE • Surveys .INPUT • Data analysis:. e-mail.Rebel. critical unit(monthly). letter .phone.

FEED OP SSE FOD .SM EXT.

By FEED RRCA (5 WHYs/ Fish bone) Fixing of responsibility.DATA • • • • Compilation:.coordinate with OP .Collect data Analysis of data:.

UP FOR COMPLETIONOF ACTION PLAN .ACTION • • • • • Site visit / customer visit Preparation of action plan Identify/ implement the solution Updating with customer ( external/ internal) Follow.

MFA • • • • Contact and update customer Collect MF from customer by SSE/ OP Analysis of MF Review action plan if necessary .

MP • Implement Preventive measures to eliminate recurrence • Document the measures and publish .

Output • Customer satisfaction .

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