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Darshan P R

UM4002

COMPLAINT RESOLUTION: PROCESS RE-ENGINEERNG

This Service Operations Management (SOM) studio focuses on the operational and strategic management of service systems. The approach includes analyzing data, exploring issues through tools such as swimlanes, gap identification, and problem matrices, and identifying areas for improvement using methodologies like the 5 Whys and FMEA. The proposed re-engineered processes and key controls aim to systematically map workflows and provide deeper insights into the mechanisms and challenges within each ward's complaint management system. The analysis reveals notable variations in complaint redressal practices, ranging from structured offline methods to centralized, technology-driven systems. These findings highlight the critical need for standardization to improve efficiency and ensure equitable service delivery across the case city.


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Process Flow of Complaint Resolution

Data Analysis - Complaint Redressal System

The entire process was divided into 4 sub-processes to study the value chain.

After Root-Cause Analysis, using 5-Whys, a problem matrix was designed to identify the areas of intervention.

This slide summarised the tools that were utilised, the issues identified and the 5 main areas of interventions that drive the proposals and the vision.

The vision was framed to align the short term and long term solutions.

Proposal : Redefining SLAs

Proposal : Key Performance Indicators for the Complaint redressal system

Proposal : Employee Rating system

This implementation plan provides a timeline for process improvements in the CCRS.