Shruti Patnaik

UM4002

COMPLAINT REGISTRATION

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 5 Principles of Lean Management.  
To optimize complaint registration, the focus is on improving service management via a robust feedback mechanism, systematic evaluation of call operators, and formalized training programs. Additionally, the evaluated RFP has been enhanced with recommended additions to ensure comprehensive coverage of these objectives.


Report Content

Overview of CCRS and on-field scenario

Methodology of the study (Assessing complaint registration process and RFP, further recommending for optimization)

Principle 1: Establishing Value through Surveys

Principle 2 & 3 | Drawing value stream (Swimlane) and identification of bottlenecks and errors (Areas of Improvement)

Principle 2 & 3 | Drawing value stream (Swimlane) and identification of bottlenecks and errors (Areas of Improvement)

Principle 4.a | Assessing service delivery by Outsourced agency according to Request For Proposal (RFP)

Principle 4.b | Assessing RFP through comparison for areas of improvement

Intervention | Feedback system and call operator's evaluation using feedbacks

Intervention | Formalization of Training and Additions in RFP

Conclusion | Implementation Plan of Proposals