INTEGRATED SOLUTIONS
customer exception handling process
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Prepared By:
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Lead Author, Integrated Solutions
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Date
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Approved by & Effective on Date of
Signature below:
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Yufen Chang Yu, Integrated Solutions
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Date
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THIS DOCUMENT IS TO BE REGARDED AS THE OFFICIAL
CUSTOMER EXCEPTION HANDLING
PROCESS WITHIN INTEGRATED
SOLUTIONS. IT IS TO BE MAINTAINED UNDER
CHANGE CONTROL
BY THE DOCUMENT CONTROL
COORDINATOR.
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CHANGE SHEET
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TITLE: Integrated Solutions Customer Exception Handling Process
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DESCRIPTION OF CHANGE
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ISSUE
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DATE
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SECTION
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DESCRIPTION
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1.0
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3/7/97
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All
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·
Original issue.
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2.0
“
“
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7/31/97
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“
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Failure
Management
2.0
5.0
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·
Added Failure
Management Template
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Refined Process Flow
Chart To Actual Beginning / End Process
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Refined Resolution
Description to Actual Resolution Process
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3.0
“
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12/12/97
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4.0
6.0
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Redefined Steps /
Process of Complaints / Resolution
Processes
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Modified Metrics so
that Contact Days and Resolution
Planning Steps Better reflect the actual ISI Process.
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4.0
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2/24/98
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2.0
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Redesigned Process Flow
Chart to Better Reflect
Revamped Process.
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5.0
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4/19/2001
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2.0
4.0
7.0
8.0
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Revised Process Flow
Chart
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Revised Complaints
Activities
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Added “Records” Section
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Added Appendix A for
location of Records
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5.1
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12/14/01
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6.0
6.5
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Added Appendix B for
CEH Metrics Log
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Added Appendix C for
CEH Metrics Review
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Table of Contents
1.0
INTRODUCTION...........................................................................................................................
2.0 PROCESS FLOWCHART.............................................................................................................. 5
3.0
DEFINITIONS..............................................................................................................................
3.1 CUSTOMERS..............................................................................................................................
3.2 CUSTOMER EXCEPTION
HANDLING PROCESS...........................................................................
4.0
COMPLAINT ACTIVITIES.............................................................................................................
5.0 RESOLUTION...............................................................................................................................
6.0 METRICS.....................................................................................................................................
6.1 CONTACT DAYS...........................................................................................................................
6.2 RESOLUTION PLANNING..............................................................................................................
6.3 PLANNED VS. ACTUAL COMPLETION DATE.................................................................................
6.4 TREND ANALYSIS........................................................................................................................
6.5 PROCESS IMPROVEMENT...........................................................................................................
7.0 RECords.................................................................................................................................... 8
The Customer Exception
Handling Process is designed to increase customer satisfaction by resolving
customer issues.
The major tasks within
the process include:
·
ensuring high visibility of complaints and rapid
response time for their solution,
·
assessing the timeliness of responses and
·
initiating appropriate corrective actions to resolve
and prevent reoccurrence of Customer Exception Handling Process.
A customer is any end user, or their representative, internal or
external users of Integrated Solutions products and services.
A Customer Exception Handling Process is defined as any notification to
an Integrated Solutions employee that a significant
customer expectation has not been met through normal operating procedures.
Examples of Customer Exception Handling Process:
·
Written
notification or a phone call to the company owner or designated representative,
·
Written
notification or a phone call to the CEO/President,
Integrated Solutions employees will use proper judgment in deciding
what issues are resolvable through normal operating procedures and which issues
should be escalated as a complaint.
Typically, issues will
be judged as complaints if any of the following criteria is met:
·
A letter or
call is received, expressing dissatisfaction
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An issue is
outside of individual’s span of control;
it requires planning and participation from several functional areas
·
An issue will
impact another organization