SlideShare ist ein Scribd-Unternehmen logo

Cmps 20081211a complaints_handling-2008_government_survey

•Als PPT, PDF herunterladen•
•
R
RyanChan
1 von 22
Directorate Seminar on Complaints Handling Complaints Handling – 2008 Government Survey Steve Barclay Assistant Director, Efficiency Unit 11 December 2008
The Survey ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Received ,[object Object],[object Object],[object Object],[object Object]
Complaint Channels Many departments have publicised their complaints channels
Complaint Channels ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Received ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Complaints Handling System
Complaints Handling System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dealing with Complaints The problem is mainly with the complainants?
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Engagement of Service Providers
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Dealing with Complaints ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Analysis and Reporting
Question ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Analysis and Reporting ,[object Object]
Analysis and Reporting ,[object Object]
Analysis and Reporting ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Assistance Required
Next Steps ,[object Object],[object Object],[object Object],[object Object]
Cmps 20081211a complaints_handling-2008_government_survey

Empfohlen

Sptf proposed universal standards for social performance
Sptf proposed universal standards for social performanceSptf proposed universal standards for social performance
Sptf proposed universal standards for social performance
Social Performance Task Force (SPTF)
 
94_1428928253823_2
94_1428928253823_294_1428928253823_2
94_1428928253823_2
Adam Gobin
 
Auditing, Oversight and Quality Assurance
Auditing, Oversight and Quality AssuranceAuditing, Oversight and Quality Assurance
Auditing, Oversight and Quality Assurance
Bev Trayner
 
Price Transparency and No Surprises Act: Details You Need to Know to be Prepared
Price Transparency and No Surprises Act: Details You Need to Know to be PreparedPrice Transparency and No Surprises Act: Details You Need to Know to be Prepared
Price Transparency and No Surprises Act: Details You Need to Know to be Prepared
Healthcare Resource Group Inc.
 
WIB Scorecard
WIB ScorecardWIB Scorecard
WIB Scorecard
EMSI
 
Living Options Innovations
Living Options InnovationsLiving Options Innovations
Living Options Innovations
Care City
 
Verboice tool for community participation
Verboice tool for community participationVerboice tool for community participation
Verboice tool for community participation
InSTEDD iLab Southeast Asia
 
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero FongSurvey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
OECD Governance
 

Empfohlen

Sptf proposed universal standards for social performance
Sptf proposed universal standards for social performanceSptf proposed universal standards for social performance
Sptf proposed universal standards for social performance
Social Performance Task Force (SPTF)
 
94_1428928253823_2
94_1428928253823_294_1428928253823_2
94_1428928253823_2
Adam Gobin
 
Auditing, Oversight and Quality Assurance
Auditing, Oversight and Quality AssuranceAuditing, Oversight and Quality Assurance
Auditing, Oversight and Quality Assurance
Bev Trayner
 
Price Transparency and No Surprises Act: Details You Need to Know to be Prepared
Price Transparency and No Surprises Act: Details You Need to Know to be PreparedPrice Transparency and No Surprises Act: Details You Need to Know to be Prepared
Price Transparency and No Surprises Act: Details You Need to Know to be Prepared
Healthcare Resource Group Inc.
 
WIB Scorecard
WIB ScorecardWIB Scorecard
WIB Scorecard
EMSI
 
Living Options Innovations
Living Options InnovationsLiving Options Innovations
Living Options Innovations
Care City
 
Verboice tool for community participation
Verboice tool for community participationVerboice tool for community participation
Verboice tool for community participation
InSTEDD iLab Southeast Asia
 
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero FongSurvey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
Survey on stakeholder engagement - Reporting back, Eduardo Esteban Romero Fong
OECD Governance
 
Member Engagement Using Sentiment Analysis for Health Plans
Member Engagement Using Sentiment Analysis for Health PlansMember Engagement Using Sentiment Analysis for Health Plans
Member Engagement Using Sentiment Analysis for Health Plans
CitiusTech
 
Monitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service IntegrationMonitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service Integration
MEASURE Evaluation
 
Compliance Effectiveness Assessments
Compliance Effectiveness AssessmentsCompliance Effectiveness Assessments
Compliance Effectiveness Assessments
PYA, P.C.
 
Action4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshopAction4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshop
CROA Not for profit
 
Software Advice BuyerView: Medical Practice Management Report 2014
Software Advice BuyerView: Medical Practice Management Report 2014Software Advice BuyerView: Medical Practice Management Report 2014
Software Advice BuyerView: Medical Practice Management Report 2014
Software Advice
 
Monitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service IntegrationMonitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service Integration
MEASURE Evaluation
 
Private Exchanges: Employer Implementation and Trends
Private Exchanges: Employer Implementation and TrendsPrivate Exchanges: Employer Implementation and Trends
Private Exchanges: Employer Implementation and Trends
WEX Health
 
Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508
andrewrubell
 
Office of Civil Rights HIPAA Audits--Ready or Not, Here They Come
Office of Civil Rights HIPAA Audits--Ready or Not, Here They ComeOffice of Civil Rights HIPAA Audits--Ready or Not, Here They Come
Office of Civil Rights HIPAA Audits--Ready or Not, Here They Come
PYA, P.C.
 
Fighting FWA in the Payer Industry Using Big Data
Fighting FWA in the Payer Industry Using Big DataFighting FWA in the Payer Industry Using Big Data
Fighting FWA in the Payer Industry Using Big Data
CitiusTech
 
Pacing Volume-to-Value Transition
Pacing Volume-to-Value TransitionPacing Volume-to-Value Transition
Pacing Volume-to-Value Transition
PYA, P.C.
 
2016 MIPS Final Rule: What you need to know NOW
2016 MIPS Final Rule: What you need to know NOW2016 MIPS Final Rule: What you need to know NOW
2016 MIPS Final Rule: What you need to know NOW
Ben Quirk
 
Chapter 5
Chapter 5Chapter 5
Chapter 5
Sandy Thunell
 
Access To Complaints Procedures Report
Access To Complaints Procedures ReportAccess To Complaints Procedures Report
Access To Complaints Procedures Report
Michael Hill
 
Cmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_studyCmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_study
RyanChan
 
Casestudy DF Customer Monitoring
Casestudy DF Customer MonitoringCasestudy DF Customer Monitoring
Casestudy DF Customer Monitoring
pManifold
 
Theoretical Framework
Theoretical FrameworkTheoretical Framework
Theoretical Framework
lalpun
 
Improving Complaints Management system, Complied to ISO 10002
Improving Complaints Management system, Complied to ISO 10002Improving Complaints Management system, Complied to ISO 10002
Improving Complaints Management system, Complied to ISO 10002
Ahmad Heshmat
 
Complaints Handling Management - Complied to ISO 10002
Complaints Handling Management - Complied to ISO 10002Complaints Handling Management - Complied to ISO 10002
Complaints Handling Management - Complied to ISO 10002
Ahmad Heshmat
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
moriano1000
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer Satisfaction
Henry John Nueva
 
Customer complaints management system
Customer complaints management systemCustomer complaints management system
Customer complaints management system
jeanet10
 

Weitere ähnliche Inhalte

Was ist angesagt?

Action4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshopAction4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshop
CROA Not for profit
 
Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508
andrewrubell
 
Pacing Volume-to-Value Transition
Pacing Volume-to-Value TransitionPacing Volume-to-Value Transition
Pacing Volume-to-Value Transition
PYA, P.C.
 

Was ist angesagt? (13)

Member Engagement Using Sentiment Analysis for Health Plans
Member Engagement Using Sentiment Analysis for Health PlansMember Engagement Using Sentiment Analysis for Health Plans
Member Engagement Using Sentiment Analysis for Health Plans
 
Monitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service IntegrationMonitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service Integration
 
Compliance Effectiveness Assessments
Compliance Effectiveness AssessmentsCompliance Effectiveness Assessments
Compliance Effectiveness Assessments
 
Action4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshopAction4Advocacy Demonstrating Value workshop
Action4Advocacy Demonstrating Value workshop
 
Software Advice BuyerView: Medical Practice Management Report 2014
Software Advice BuyerView: Medical Practice Management Report 2014Software Advice BuyerView: Medical Practice Management Report 2014
Software Advice BuyerView: Medical Practice Management Report 2014
 
Monitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service IntegrationMonitoring Referrals to Strengthen Service Integration
Monitoring Referrals to Strengthen Service Integration
 
Private Exchanges: Employer Implementation and Trends
Private Exchanges: Employer Implementation and TrendsPrivate Exchanges: Employer Implementation and Trends
Private Exchanges: Employer Implementation and Trends
 
Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508Health & Welfare Hr Conference 0508
Health & Welfare Hr Conference 0508
 
Office of Civil Rights HIPAA Audits--Ready or Not, Here They Come
Office of Civil Rights HIPAA Audits--Ready or Not, Here They ComeOffice of Civil Rights HIPAA Audits--Ready or Not, Here They Come
Office of Civil Rights HIPAA Audits--Ready or Not, Here They Come
 
Fighting FWA in the Payer Industry Using Big Data
Fighting FWA in the Payer Industry Using Big DataFighting FWA in the Payer Industry Using Big Data
Fighting FWA in the Payer Industry Using Big Data
 
Pacing Volume-to-Value Transition
Pacing Volume-to-Value TransitionPacing Volume-to-Value Transition
Pacing Volume-to-Value Transition
 
2016 MIPS Final Rule: What you need to know NOW
2016 MIPS Final Rule: What you need to know NOW2016 MIPS Final Rule: What you need to know NOW
2016 MIPS Final Rule: What you need to know NOW
 
Chapter 5
Chapter 5Chapter 5
Chapter 5
 

Andere mochten auch

Cmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_studyCmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_study
RyanChan
 
Casestudy DF Customer Monitoring
Casestudy DF Customer MonitoringCasestudy DF Customer Monitoring
Casestudy DF Customer Monitoring
pManifold
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
moriano1000
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer Satisfaction
Henry John Nueva
 
Customer complaints management system
Customer complaints management systemCustomer complaints management system
Customer complaints management system
jeanet10
 
Complaints and recall handling
Complaints and recall handlingComplaints and recall handling
Complaints and recall handling
husna05
 
Handling Customer Complaints
Handling Customer ComplaintsHandling Customer Complaints
Handling Customer Complaints
Karuna Parmar
 
Customer satisfaction survey on banks
Customer satisfaction survey on banksCustomer satisfaction survey on banks
Customer satisfaction survey on banks
ashwanibharadwaj1
 

Andere mochten auch (15)

Access To Complaints Procedures Report
Access To Complaints Procedures ReportAccess To Complaints Procedures Report
Access To Complaints Procedures Report
 
Cmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_studyCmps 20081211a the_1823_integrated_call_centre-a_case_study
Cmps 20081211a the_1823_integrated_call_centre-a_case_study
 
Casestudy DF Customer Monitoring
Casestudy DF Customer MonitoringCasestudy DF Customer Monitoring
Casestudy DF Customer Monitoring
 
Theoretical Framework
Theoretical FrameworkTheoretical Framework
Theoretical Framework
 
Improving Complaints Management system, Complied to ISO 10002
Improving Complaints Management system, Complied to ISO 10002Improving Complaints Management system, Complied to ISO 10002
Improving Complaints Management system, Complied to ISO 10002
 
Complaints Handling Management - Complied to ISO 10002
Complaints Handling Management - Complied to ISO 10002Complaints Handling Management - Complied to ISO 10002
Complaints Handling Management - Complied to ISO 10002
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
 
Measuring Customer Satisfaction
Measuring Customer SatisfactionMeasuring Customer Satisfaction
Measuring Customer Satisfaction
 
Customer complaints management system
Customer complaints management systemCustomer complaints management system
Customer complaints management system
 
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and ComplaintsInbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
Inbound Call Centre: Best Way to Handle Customer Inquiries and Complaints
 
Handling difficult customers
Handling difficult customersHandling difficult customers
Handling difficult customers
 
Complaints and recall handling
Complaints and recall handlingComplaints and recall handling
Complaints and recall handling
 
Handling Customer Complaints
Handling Customer ComplaintsHandling Customer Complaints
Handling Customer Complaints
 
Customer satisfaction survey on banks
Customer satisfaction survey on banksCustomer satisfaction survey on banks
Customer satisfaction survey on banks
 
Customer Complaint Management
Customer Complaint ManagementCustomer Complaint Management
Customer Complaint Management
 

Ähnlich wie Cmps 20081211a complaints_handling-2008_government_survey

Highlights from Tracking & Reporting Aggregate Spend
Highlights from Tracking & Reporting Aggregate SpendHighlights from Tracking & Reporting Aggregate Spend
Highlights from Tracking & Reporting Aggregate Spend
ExL Pharma
 
Performance measurement qustionnaire survey (apqc)
Performance measurement qustionnaire survey (apqc)Performance measurement qustionnaire survey (apqc)
Performance measurement qustionnaire survey (apqc)
NATHAN Consulting
 
Develop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docxDevelop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docx
sdfghj21
 
Develop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docxDevelop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docx
4934bk
 
Sales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
Sales and Use Tax Process - Benchmarks and Best Practices for ManufacturersSales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
Sales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
Sovos
 
Paper 9: Innovation Assessment and Improvement (D. Xu)
Paper 9: Innovation Assessment and Improvement (D. Xu)Paper 9: Innovation Assessment and Improvement (D. Xu)
Paper 9: Innovation Assessment and Improvement (D. Xu)
Kent Business School
 
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docxCash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
troutmanboris
 
Module 4 Technology Project ProposalSubmit the complete.docx
Module 4 Technology Project ProposalSubmit the complete.docxModule 4 Technology Project ProposalSubmit the complete.docx
Module 4 Technology Project ProposalSubmit the complete.docx
roushhsiu
 

Ähnlich wie Cmps 20081211a complaints_handling-2008_government_survey (20)

Sales and Use Tax Process: Benchmarks and Best Practices for Retailers
Sales and Use Tax Process: Benchmarks and Best Practices for RetailersSales and Use Tax Process: Benchmarks and Best Practices for Retailers
Sales and Use Tax Process: Benchmarks and Best Practices for Retailers
 
Highlights from Tracking & Reporting Aggregate Spend
Highlights from Tracking & Reporting Aggregate SpendHighlights from Tracking & Reporting Aggregate Spend
Highlights from Tracking & Reporting Aggregate Spend
 
Complaints management
Complaints managementComplaints management
Complaints management
 
Complaints handling
Complaints handlingComplaints handling
Complaints handling
 
Assessment Group Managers Training-SMCC1.pptx
Assessment Group Managers Training-SMCC1.pptxAssessment Group Managers Training-SMCC1.pptx
Assessment Group Managers Training-SMCC1.pptx
 
Cerini & Associates | Compliance Information And Risk
Cerini & Associates | Compliance Information And RiskCerini & Associates | Compliance Information And Risk
Cerini & Associates | Compliance Information And Risk
 
Assessing the potential and progress of web-based feedback for quality impro...
Assessing the potential and progress of web-based feedback for quality impro...Assessing the potential and progress of web-based feedback for quality impro...
Assessing the potential and progress of web-based feedback for quality impro...
 
Implementing a Kenyan Credit Information Sharing System: Progress and Challe...
Implementing a Kenyan Credit Information Sharing System: Progress and Challe...Implementing a Kenyan Credit Information Sharing System: Progress and Challe...
Implementing a Kenyan Credit Information Sharing System: Progress and Challe...
 
Performance measurement qustionnaire survey (apqc)
Performance measurement qustionnaire survey (apqc)Performance measurement qustionnaire survey (apqc)
Performance measurement qustionnaire survey (apqc)
 
How to build the business case for Service Catalog
How to build the business case for Service CatalogHow to build the business case for Service Catalog
How to build the business case for Service Catalog
 
June2008 Hdi Quality Presentation
June2008 Hdi Quality PresentationJune2008 Hdi Quality Presentation
June2008 Hdi Quality Presentation
 
Develop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docxDevelop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docx
 
Develop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docxDevelop a PowerPoint presentation with accompanying 10 to 20.docx
Develop a PowerPoint presentation with accompanying 10 to 20.docx
 
Sales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
Sales and Use Tax Process - Benchmarks and Best Practices for ManufacturersSales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
Sales and Use Tax Process - Benchmarks and Best Practices for Manufacturers
 
Performance Measures for local government
Performance Measures for local governmentPerformance Measures for local government
Performance Measures for local government
 
The 7 Lessons Learned of Highly Effective Shared Services
The 7 Lessons Learned of Highly Effective Shared Services The 7 Lessons Learned of Highly Effective Shared Services
The 7 Lessons Learned of Highly Effective Shared Services
 
Paper 9: Innovation Assessment and Improvement (D. Xu)
Paper 9: Innovation Assessment and Improvement (D. Xu)Paper 9: Innovation Assessment and Improvement (D. Xu)
Paper 9: Innovation Assessment and Improvement (D. Xu)
 
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docxCash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
Cash Flow Data MT 480 ProjectRC 5-15MT 480 Unit 3 Case Study Smit.docx
 
Module 4 Technology Project ProposalSubmit the complete.docx
Module 4 Technology Project ProposalSubmit the complete.docxModule 4 Technology Project ProposalSubmit the complete.docx
Module 4 Technology Project ProposalSubmit the complete.docx
 
Oracle World Humana
Oracle World HumanaOracle World Humana
Oracle World Humana
 

Cmps 20081211a complaints_handling-2008_government_survey