- The Complaints Handling Process is a business critical component and as such needs to be validated through testing This can be achieved through:
- Dummy complaints being followed through the process
- Mystery complainers who will have their experience documented and provide feedback
- Examining the level of knowledge of the process within the organization
- The process testing will be made more effective by:
- Process mapping the stages involved
- Identifying the critical points within the process
- Checking that they are functional under a range of conditions - both internal and external
- Making recommendations for improvement and implementing them in the process. This can be achieved through the PDCA cycle
- Auditing the Process: check your process for
- Ownership / Responsibility are clearly defined
- Adherence to standards
- Completion of activity
- Implementation of findings
- Communication - both internally and externally
- The complaints handling process should be audited This would allow:
- Problems to be highlighted
- Best practices to be praised
- Improvements to be suggested
- External validation of the process
- To audit the process you can:
- Question staff re: their knowledge of the procedure for handling complaints
- Review past complaints
- Document review
- Customer feedback
- The audit may be carried out by:
- Internal auditors who work in the organization
- Customers who wish to see how the process has been working
- Third party auditors who are auditing to check performance in terms of compliance with a recognized quality standard such as ISO9001
Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/
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