How do You Correspond to Grievance Complaint from Outside the Company? (Response Operation flow)

"I must improve the Business Process..."

Many of proprietors and managers think so. But when it comes to be "putting into practice", it is not the so simple story. First of all, as is written in the article of "I Wonder Why My Boss won't Draw Workflow Chart", it is difficult to draw a "Workflow Diagram". (ummm...)
That said, If it is such a business that could be harmful to the "person on the outside the company", I can not even say so. I want to improve the rules and the procedure day by day. It shouldn't be like for example, you don't grasp when and who corresponded (corresponding) to a complaint at "Personal Information Grievance Desk".

The workflow definition below shows the workflow for performing the necessary actions to the "informing and complaining from the outside" received at the Web site.
When you import and run this definition (Process Model), you can make it record all the contacts automatically, and authorized people can monitor the progress of the correspondence to them. An excellent twist, is "able to attach a file". It means they can easily attach an image file which captured on their Smartphones.

# Personally, I want it to be accepted on the Web site to report burned out street lights, instead of a phone call (9:00 to 5:00). (Because we can find it only at night.)

[Personal Information Complaints Corresponding flow]

Be a Concierge service! Automatic Recording of the Required Time for Responding.

How long is the average corresponding time to the contact via Website?
Are you dealing with the contacts on weekends for sure?

When the number of processed grows, you will want to analysis it. For example, 'Average corresponding time' to the contacts via "Contact Form" on your Website. When you observe your business quantitatively, business improvement will be accelerated. It will be the basic data for evaluation meeting, and will help to put up the goal easily.

The following Business Process Definition is devised for analyzing. That is, not only to start [Inquiries Workflow] automatically, "the time it took to the final answer" and "the day of the week" of the contact comes in will be automatically set as business records,

• when there is a submission to the "Contact Form" on your Website, or,
• when an email comes in to the "Contact email address" which has been published here and there. 

To tell the truth, it is almost the same as the Workflow which we have introduced to you in the past, but it is different at the point that it has been added "Script Task" for data processing.

[Inquiry flow-response time]

Visualizing 'Inquiry Handling' in the Cloud-based Workflow

Are you capable to answer sufficient information quickly to inquiries through 'Inquiry Form'?

The inquirer may have a 'large anxiety'.
The inquirer may have a 'large expectation'.

You might be able to ensure a certain quality of supporting in 'Inquiry Form' or 'Inquiry Email' by devising procedures in the team, while 'Telephone Support' highly depends on the ability of the person.

In the following setting sample of Business Process, it will start 'Inquiry Response flow' automatically when;

• a question is submitted through the 'Contact Us form' in the Web page,
• an email comes in at the email address for Contact Us that has been published here and there.

That is, automatically starting 'Inquiry Handling' by a team.

If the question was simple, the answer is prepared and the operation is completed soon after the Workflow was started. For a higher difficulty level question, only the primary response will be sent and advice request is routed to the R & D department, etc.. In either of the cases, all the inquiry will become obvious about 'Who is taking care of' and 'What state it is in' or 'How it is discussed', by managing the Inquiry Handling in Workflow system. Needless to say, visualizing the "Progress" leads to 'speeding up' and 'raising the quality'.

[Inquiry Response flow]