PQRS ® Administration and Control of Requests Complaints and Solutions
objectives
Provide a solution to facilitate organizations timely and effective attention to requests, complaints and claims presented by current and potential clients, regulatory entities and other actors that are part of the organization's environment.
Beyond the operational support for the generation of solutions and timely and quality responses to customers, the system of requests, complaints and solutions must be understood as a management tool for the control and continuous improvement of the organization's processes.
Background
This is a challenge that organizations must assume and to do so they must have the appropriate tools that allow them to solve or deal with the complexities associated or derived from this management, which include:
Control and monitor the execution of the solution process.
Facilitate cooperative work.
Combine different services and tools in the solution process.
Allow process monitoring.
Facilitate interaction with the client or citizen.
Generate the answers and deliver them through different means.
Receive and register requirements from multiple sources.
Receive and register requirements in different media.
Unify the information in a single system.
Properly classify the requirements to those responsible for its solution.
Deliver the requirements to those responsible for the solution in a timely manner.
Control the interaction of the different areas involved in the solution.
Integrate the different responses of those engaged.
PQRS solution
The BPMn ® module through the "PQS" process allows the management of requests, complaints and solutions that arrive or are made to the organization by clients, citizens or other related entities. The "PQS" process facilitates the coordination and control of the different activities:
Control the arrival of each requirement.
Coordinate the flow of activities necessary for the solution.
Manage the flow of data and documents between activities.
It allows collaborative participation in the generation of solutions of different people, areas or entities that in turn may be geographically dispersed.
Integrate other processes and applications when necessary.
Records the traceability of the actions carried out.
Automatically generate reply documents or letters.
Facilitates permanent monitoring of actions.
The advantages of BPMn ® tools the system is intuitive, easy to use, training times are reduced, it controls the assignment of persons responsible for each activity by different criteria, handles alarms and incidents escalation, facilitates flow control through business rules using natural language.
The process manages the reception of requests, complaints and claims from multiple sources that include clients, regulatory entities, employees, suppliers and other related actors and controls the reception from different means that include physical document, email, telephone call, verbal or face-to-face request. , Web page.
Additionally, it allows to visualize, measure and obtain indicators of the reaction and perception of the clients about the products and services that the organization delivers, thus facilitating the implementation of changes and adjustments in the organizational processes that constitute definitive solutions to the needs of the clients. customers.
PQS provides organizations with a unique system of attention to requests, complaints and solutions that allows to resolve and manage requests with opportunity, quality and efficiency, facilitating the improvement of internal processes and strengthening the level of quality of customer service.