The company's policy of handling complaints may be various according to their scales or the industry, but for any company , it is very important for maintaining their competitiveness to handle complaint correctly.
Complaint Treatment-Sort by Priority
In the Workflow model below, each complaint is filtered automatically and higher priority can be acknowledged easier in sight.
Figure 1: Process Diagram (Complaint Treatment-Sort by Priority)
Figure 2: Process Diagram (Complaint Treatment-Sort by Priority [2. Primary Respondent] Screen)
Taks
1. Register Complaint, 2. Primary Respondent, 3. Correspondence, 4. Report
2b. [Urgent] Primary Respondent, 3b. [Urgent] Correspondence
Items
Title << Priority(0-9)+ Summary of Complaint: (e,g,)7: No Delivery >>
-Tag-
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Originator of complaint (string)
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Originator belong to (string)
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Email address (string)
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Phone number (string)
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More info (string: text box 3 lines)
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Type of complaint (select: A. Deficient/ B. Disappointment/ C. Other/ D. Harassment)
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Type of originator (select: 1. Low risk of losing Regular/ 2. High risk of losing Regular/ 3. High chance of getting Regular/ 4. Low chance of getting Regular)
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Summary of Complaint (string: text box 3 lines)
-History-
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History of correspondence (discussion)
<< example; a.m.9:12.May.23rd; First Respondent, email "We are very sorry for your inconvenience. We will carefully look into how this was happen, and explain to you as soon as possible." p.m.14:35. May.23rd; On the telephone Apologize for delivery delay. >>
-Report-
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Status (select: Initial action/ Prospective/ Not Prospective/ Close)
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<<[Close] skip to [Report]>>
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Report by (user)
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Final report (string: text box 5 lines)
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Files (file)
In this Workflow model, automatically give higher priority to those
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A-3: Complained on merchandise with defect but still capable of being repeat customer.
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B-2: Complained on merchandise even without defect and possible being out of repeat customer if not cared right.
complaints. Although names of Tasks are different, processes are the same.
Policy of Ignoring on Harassment
If you have a policy that ignoring those Type of Complaint was Harassment, Workflow model would be one below.
Tasks
1. Register Complaint, 2. Primary Respondent, 3. Correspondence, 4. Report
2b. [Urgent] Primary Respondent, 3b. [Urgent] Correspondence
Figure 3: Process Diagram (Complaint Treatment-Sort by Priority
)
Ready to Use Process Archives
Import the following 'Process Archive file' to Questetra BPM Suite, for Free trial, for actual operation, or to learn BPM.
Figure 3: Process Diagram (Complaint Treatment-Sort by Priority 
