COMPLAINT RESOLUTION: PROCESS RE-ENGINEERNG

Shahrish Khan

UM4002

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

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

The key findings from all Process Profile Sheets is summarised to identify potential gaps.

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.

Proposal- A One Stop Platform for all CCRS needs is proposed for including the contractors into the CCRS systems with features mentioned above.

This process analysis compares the current and proposed CCRS, highlighting improved accountability, efficiency.

Few Artificial Intelligence and Machine Learning Driven proposals were suggested to streamline the complaint resolution process.

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

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