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Complaints System

The organization should ensure that the customers it serves, whether they be internal or external, are provided with sufficient service. Organizations are in the business of service delivery. Secondary to that, is the management of assets to facilitate the delivery of that service. The level of service offered should be balanced against the cost of providing that service. This will ensure the organization's long-term ability to continue to deliver that level of service. Processes should be established that ensure the level of service required is delivered in the most cost effective and efficient manner. Central point customer contact will facilitate this service delivery. Asset information systems should be linked to this customer service point, to allow customer requests to be electronically managed. Many benefits can be derived from this system, such as timesavings for unplanned activities, and the quality assurance associated with responding to these customer requests.

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