Complaint Management System
Complaint
Management System (CMS), is a set of integrated tools, optimized
to meet efficient handling of complaints, which include automate
processes like registering new complaints, managing existing
complaints, automatic escalation of unresolved complaints,
managing complaint statuses, performing inquiries, handling of
complaints by respective persons/departments, performance
monitoring and producing informative MIS.
CMS supports all authorized users to work in a collaborative
manner throughout complaint management cycle i.e. from
initiating of complaint to closing of it. CMS is an integrated
system based on Client / Server and Relational Database
technology with comprehensive documentation.
CMS is protected from unauthorized system access by its User
Management Module. Its Logging facility ensures complete
management control over its usage. This ensures that the system
is used to meet its purpose. Its Disaster Recovery module
ensures continuous System Availability.
PUBLIC INTERFACE
The purpose of Public Interface
is to provide easy and user friendly methods from lodging of
complaints to closing of complaints. The people can lodge
complaints through Call Center and using internet facility like
email. The people can also be informed of the status of their
complaints through SMS alerts. This module is used to register
new complainers, make inquiries for current and historical
complaints and automatically forwards complaints to the
concerned person or department responsible for resolving the
complaint.
COMPLAINT HANDLING
The purpose of Complaint Handling
is to provide efficient handling of complaints. The system
maintains complaints through proper work flows so that
management could directly know the status of each complaint and
take proper and timely actions according to the status of
complaints. One of key function of this module is complaint
Escalation. In case of repeat complaints or overdue complaints,
the system will automatically escalate the complaints to the
right level of hierarchy in the organization.
This module manages complaints at
each stage of their resolution by assigning proper status to the
complaint. A complaint can have Pending, Deferred, Re-open,
Re-forward, Escalate and Close statuses. Using this module
Complaint Action Owner (CAO) can record responses at each stage
of resolution directly in the system. These responses can be
reviewed by the management. The complaint details and CAO’s
response, with date and time are also recorded.
MANAGEMENT INFORMATION SYSTEM (MIS)
MIS enhances management control
on complaint Management. This is achieved thru accurate status
reporting about staff and official performance. Purpose is also
to ensure public satisfaction. This is achieved through
effective MIS reporting and online inquiries. MIS module has
capability to analyze and present results in graphic.
USER
MANAGEMENT
CMS is
protected from unauthorized system access by its User Management
Module. This module is used to compile parameters for defining
access privileges for users on all functions of CMS. The module
also applies polices for System Setup, CMS Log Maintenance,
Disaster/Recovery and Password Management.
DISASTER
RECOVERY (D/R)
The Disaster
Recovery module ensures system availability in case of
situations like system crash, power failures etc. CMS provides
both Real Time and Batch D/R facility.
TOP REASONS FOR USING CMS
• Ensures Users/Complainer Satisfaction
• Ensures Information Accuracy
• Timely Reporting to Stakeholders
• Ensures Data Security
• Accurate Performance Monitoring
• Managed by Management
• Ensures Continuous Availability
• Developers’ Commitment
For Further Detail:
ms2000@msclpk.com,
nisar@msclpk.com
|
