Complaints are seen by Flow Concepts as learning moments and opportunities to improve quality. Complaint management starts with:
employees1. listening and assessing
2. registration if necessary
3. resolving in consultation with clients
4. providing feedback to both clients/trainees and professionals within our organization
Then comes the process of:
5. analyzing
6. learning
7. implementing improvements within the organization
Items 1 through 4 are taken up by the office manager and project leader. Items 5 through 7 will be developed by the director/project manager and used to improve business processes.
Complaints reported by phone, mail or physically in the office are recorded by the director or office manager using the incident form.
The director evaluates the complaint and, if possible, resolves the complaint himself. If he cannot resolve the complaint himself, he consults with other team members Within 24 hours of receiving the complaint, it is confirmed in writing (by mail or letter) to the complainant. Also, the complaint is listed on the complaint log.
Registration of complaints provides information that can be used in making changes. A standard registration form is used for this purpose. An additional advantage of registering complaints can be monitoring whether the complaint has been handled correctly.
It should be clear that a complaint registration form should always be completed (including internal complaints). The complaint received goes in copy to the employee concerned and the director/project leader. The project leader becomes problem owner of the complaint. The problem owner monitors progress and is responsible for resolution. Re 3. Resolution Complaints should be resolved to everyone’s satisfaction. Serious complaints, which may, for example, cause a claim, should be resolved urgently. Treatment/resolution of the complaint will take place within one month. Should the process take longer, the complainant will be notified and an indication given of when the complaint is expected to be resolved. The director/project leader will approach the experts/team members involved and chart the course of events. If necessary, he will contact the complainant for further information.
After the director/project leader has formed an opinion, he addresses the person concerned. He also creates conditions to prevent recurrence.
Feedback to the complainant is important to maintain a satisfied client/trainee, and feedback within the organization is important for quality improvement, as well as for satisfied employees and experts. The project manager is responsible for written feedback from the office manager to the complainant.
If it is not possible to reach a satisfactory solution, an independent person is called in. The decision of this independent person is binding on both parties.
Through registration, an analysis of the type of complaints can be made. The complaints can be divided into categories. Based on this categorization, the director/project manager gains information about and insight into the pain points within the organization. The cause of the complaint should be the focus of evaluation, not the symptoms. The above management information is provided by the office manager under the responsibility of the director/project leader using the complaint registration forms.
Seeing complaints as a learning process makes the organization grow. Satisfaction with the former complainant is measured by the director/project manager after the complaint is settled. Complaint forms are kept for 24 months.
On the basis of the registration certain patterns can be identified, on which targeted improvements can be made by the director/project leader. If it appears, possibly also from other sources, that the performance of the deployed expert leaves much to be desired, Flow Concepts commits itself to immediately take adequate measures, such as additional training, internship or exclusion of the relevant expert at the relevant client.
Flow Concepts®, TeamFlow® and Dr. Jef van den Hout Team Flow Academy® are trademarks of the Flow Concepts Group.