How does it work?
The system is quite simply a
means to get the information from where it is, (out on the shop floor where
the remedy is not always possible) to where it should be. To the attention
of management, who require the information in order to implement a remedy or
A caller calls the Toll Free
number and records a concern. The operator assists the caller to ensure as
much information as possible is obtained, compiles a report which is
forwarded to the responsible authority for consideration and action.
Is the caller ever identified?
Not unless the caller has given
specific permission or personally requested ASESA to pass on his/her
identity to some authority.
Has a caller ever been identified against their wishes?
Not directly, but on two
occasions callers were identified because they told friends about the calls
they had made. If you donít, tell we most certainly wonít. Better yet, if
you donít tell us who you are we canít possibly tell anyone who you are
either. Keep it to yourself and then you are the only one you have to
Who benefits from this?
Everybody benefits. Customers
should see improved service levels and the owners of businesses should see
increased loyal support and repeat business, as well as a downturn in
unexplained losses. Employees should see improved working conditions
resulting from reduced workplace conflict with clients and colleagues, as
well as job stability and peace of mind.
Why should I support this?
Because itís good for the
company and its employees. Every one should support improved service
delivery. It just makes sense.
What if I report something and nothing is done about it?
Simply report it again informing
the operator of the reference number of the previous call. Nothing jerks
management out of apathy like a reminder that someone cares. It seldom
happens, because the system is put in place by management to eliminate
problems and they are too grateful that a call has been received.
Who should receive the information?
A very good question!
Preferably the managing director or the person with enough clout to ensure
that the matter is investigated properly and prompt action taken. The
information is often very sensitive and deserves attention from the top.