Complaints, Suggestions and Praise Information Transmission Mechanism-World Credit Organization

9.3 Complaints, Suggestions and Recognition Information Delivery Mechanism

9.3.1 Characteristics and significance of complaints, suggestions and praise information

Many bosses are thinking: why their ideas and inspiration are getting less and less, why the company's response ability is getting worse, why they can't manage the growing bureaucracy in the company, why they always feel that there is a shortage of talents , Don't you have suitable talents in your unit? In fact, many problems in the unit are related to the unsmooth "uploading and distributing" of the unit's internal information. The larger the unit, the more layers, the less smooth the information transmission, especially the various types that play a decisive role in the development of the unit. "Complaint information", "suggestion information" and "commendation information", because they often involve the interests of personnel within the unit, are easily misinterpreted and retained by all levels of the unit according to their own interests. Having said that, we have to talk about the importance of "complaint information" and "suggestion information". It's hard to overstate its importance. Next, let's talk about the characteristics of this type of information and what it means for businesses.

1. The information flow of the unit can be divided into normal work information and complaint, suggestion and praise information. The former is daily work information, for example: the general manager of the company issues documents to make requirements for the process flow of the production department. The latter is the evaluation opinion made by the interested person on the process or result of the daily work of the enterprise, such as: a worker in the production department puts forward a suggestion for improving the process flow.

Second, the complaint information is the customer's most original opinion on the improvement of the company's products and company management. The reason why customers complain about the company is generally because there are problems with the company's products, services or management, which damage the interests of customers or fail to meet customer expectations. It gives enterprises an opportunity to improve product, service quality and management level. At the same time, customers can complain about a certain company, which shows that he still has hope and confidence in this company. If handled properly, it will greatly increase customer loyalty to the company, that is to say, customer complaints provide the company with an opportunity to improve customer loyalty.

Third, the suggestion information is the relatively mature opinions put forward by internal employees or other social people who are concerned about the development of the enterprise on the products, management and development of the enterprise. It brings greater opportunities for enterprise development. At the same time, the people who make suggestions are often the talents that enterprises need, so it is also an effective carrier for talent growth and talent discovery.

4. Praise information is an affirmation of the enterprise management system, products or the work of related employees. It helps companies understand their own strengths, and it also helps companies discover outstanding talents.

5. This kind of information is complex. On the surface, they are disorganized and useless. Because this kind of information is the opinions put forward by the complainers, suggestions and praisers from different angles, and the cultural background and geographical location of the complaints, suggestions and praisers are very different, so the information is also diversified.

6. The providers of this kind of information do not have much patience with the company. If the company handles their complaints or suggestions properly, they will become loyal customers of the company or important talents for the company's development. Otherwise, they will be Turning to buy products from other companies or voluntarily leaving his job, he will never look back, and his attitude towards a company affects his relatives and friends.

7. Although this kind of information is very important to the enterprise, because it will affect the interests of insiders, it is most likely to be misinterpreted and intercepted, and it is often not passed on to the decision-making level of the enterprise.

9.3.2 Contents of Complaints, Suggestions, and Commendation Mechanism

The following elements of the ICE8000 international credit standard system have established a complaint, suggestion and praise information transmission mechanism for the society.

1. Credit file

People can establish credit files for themselves according to ICE8000 standards, and can also create credit files for themselves or others for free. After the credit file is established, the World Credit Organization (WCO) will assign a credit code to the file unit, which is beneficial for people to submit, save and query related complaints, suggestions and praise information. At the same time, ICE8000 credit files have set up special functions and columns for collecting and saving complaints, suggestions and praise information. People can submit complaints, suggestions and praise information to organizations very conveniently through the Internet.

Second, CS Terms

People can collect complaints, suggestions and praise information into their credit files by agreeing on CS terms.

3. Sending and receiving of integrity letters

People can receive and send relevant electronic letters according to "ICE8000 Integrity Letter Management Standards". These electronic letters will be directly checked by the top leader of the unit and its authorized personnel, and no one can intercept them. At the same time, electronic letters are top-secret information , only the sender and receiver of the letter can read it.

Fourth, the transmission of complaints, suggestions and praise information

People can follow the "ICE8000 Official Commendation Standard", "ICE8000 Official Suggestion Standard", "ICE8000 Quick Credit Evaluation Standard", "ICE8000 Internal Complaint Standard", "ICE8000 Credit Early Warning Standard", "ICE8000 Public Complaint Standard" and other standards , Receive and process complaints, suggestions and praise information. This information will be directly checked by the top leader of the unit and its authorized personnel, and no one can intercept it.

V. Integrity management system

In "ICE8000 International Integrity Management System Requirements" and "ICE8000 Integrity Unit Certification and Supervision Standards", require:

1. Units implementing integrity management should set up professional credit management departments

2. The legal representative of the unit that implements integrity management personally or authorizes the credit management personnel to review the complaints, suggestions and praise information in the credit file.

3. The unit that implements integrity management establishes a fast feedback system for complaints, suggestions and praise information, so that complaints, suggestions and praise information from customers and other stakeholders can be conveyed to the decision-making level in a timely and complete manner.

4. Units that implement integrity management establish a crisis handling system, and the credit management department handles the discovered crises in a timely manner.

6. Industry self-discipline requirements for practitioners to pass on complaints, suggestions and praise information

In "ICE8000 International Registered Credit Manager Certification and Supervision Standard", "ICE8000 International Credit Manager Certification and Supervision Standard", "ICE8000 International Credit Manager Certification and Supervision Standard", credit practitioners are required to give praise when handling complaints When submitting information, always adhere to the following principles:

1. The principle of originality

Credit practitioners must always adhere to the original principles of information, and should not make any changes to the information or misinterpret it. Credit practitioners try not to add comments to the information, even if they add comments, they should be added in an inconspicuous place to prevent misunderstanding of the original meaning of the information. The title of some suggestive information is often carefully determined by the recommender and can most directly reflect the theme of the information, so credit practitioners are strictly prohibited from making any changes.

2. The principle of comprehensiveness

Credit practitioners must always adhere to the principle of comprehensiveness of information and not withhold any information.

3. The principle of readability

Credit practitioners can scientifically classify information according to the type and degree of urgency, and compile catalogs and lists for decision-makers to read and archive.

4. The principle of rapidity

Credit practitioners must quickly express information to decision-makers.

VII. Penalties for violating industry self-regulatory standards

Credit practitioners will be punished by the industry self-regulatory standards of the World Credit Organization (WCO) if they violate the requirements of industry self-regulatory standards in the process of transmitting complaints, suggestions and praise information.

VIII. Integrity management software support

The World Credit Organization (WCO) formulated the "ICE8000 Integrity Management Software Usage Standard" and developed the ICE8000 Integrity Management Software. The software is designed according to the ICE8000 standard, so that people can send, receive, and manage complaints, suggestions, and praise information through this software , inquire whether the relevant information has been read and replied by the other party, and deal with it in a timely manner.

9.3.3 Features of Complaints, Suggestions and Praise Information Transmission Mechanism

Complaints, suggestions, and praise information bring opportunities for the development of the unit, and are one of the most important information flows for the unit. Problems and crises in many units are related to the unsmooth transmission of complaints, suggestions and praise information. ICE8000 family standards also design a mechanism for complaints, suggestions and praise information transmission, which effectively solves this problem and provides institutional guarantees for the company's corporate governance It is also a way for an organization to discover talents. This mechanism has the following characteristics.

1. The decision-making level can obtain comprehensive information on complaints, suggestions and praise.

If the unit actively agrees with the interested parties on CS terms or actively reminds the interested parties of its ICE8000 credit code, it will be able to collect all kinds of complaints, suggestions and praise information from the interested parties more comprehensively.

Moreover, since the information is transmitted through computer software, the legal representative of the unit and other relevant leaders can check the replies and deletions of the information, so that the information can no longer be intercepted.

Second, the decision-making level can obtain complaints, suggestions and praise information very quickly.

Because the credit management department is directly responsible to the legal representative or the board of directors of the unit, there is no intermediate level of transmission, so the information can be conveyed to the highest level at the fastest speed. Moreover, the legal representative or relevant leaders of the unit can use their own credit codes to check the complaints, suggestions and praise information anytime and anywhere through the Internet.

3. Complaints, suggestions, and praise information can be delivered professionally.

If the person who handles the information is a registered international credit practitioner, the international credit practitioner will transmit the complaint, suggestion and commendation information in accordance with the requirements of the ICE8000 system, and will provide a solid guarantee for the complete, fast and original transmission of the complaint, suggestion and commendation information .

Fourth, avoid traditional personality risks.

Under the bureaucratic system (any unit may need to have a bureaucratic system, where there is a bureaucratic system, there may be bureaucracy, this issue is not discussed in this book), it is a taboo for subordinates to make work suggestions to the superior Yes, no matter how good the suggestion is, it may give the superior an impression of restlessness and unreliability. Therefore, the employee who makes the suggestion needs to take a lot of personality risks. After the establishment of the ICE8000 Complaint Suggestion and Praise Information Transmission Mechanism, making suggestions to decision-makers is encouraged by the integrity management system of the unit, and this channel is very direct, fast, and confidential, and employees who make suggestions do not need to take personal risks.

5. Timely detection of crises

Complaint and suggestion information contains a sign of crisis. According to Hain's Law , before a unit crisis occurs, there will always be omens, even many omens. These omens are often discovered by grassroots employees or customers, who express them through complaints and suggestions. Unimpeded complaints and suggestions praise the information transmission channels, so that decision-makers and credit management departments can discover crises in a timely manner.

6. This information transmission mechanism not only does not interrupt the original information transmission mechanism, but also improves the efficiency of the original information transmission mechanism.

As shown in the figure below: We can see that: Figure 1 is an information transmission channel, and part of the information is lost and distorted in the process of bottom-up transmission, and the transmission time is relatively long; Figure 2 is two information transmission channels, The original sender or intermediate transmitter of the information can transmit complaints, suggestions and praise information to its direct superiors, and can also directly transmit the information to the decision-making level through the credit department or ICE8000 integrity management software. The transmission speed is fast and will not be distorted or intercepted. Due to the units in Figure 2, there are ICE8000 complaints and suggestions to praise the information transmission channels, so that the intermediate transmitters of information dare not arbitrarily intercept or distort information.

9.3.4 Suggestions for decision-makers

Whether proactive or not, all units that have established ICE8000 credit files have established a complaint, suggestion and praise information transmission mechanism. However, whether this mechanism can play its due role depends on the attitude of the unit's decision-making. Below, we propose three suggestions to the decision-making level of the unit.

1. Pay attention to complaints, suggestions and praise information, and take reading and processing "complaints, suggestions and praise information" as an important daily work.

Many business owners are not used to reading and handling "complaints, suggestions and praise information" as an important daily work. Some people may think that it's not worth the time and effort. However, if you want to be a century-old enterprise, I suggest that you must continue to do it patiently. Problems are opportunities. Every time you process a piece of information, the quality of your products and services will improve a little, you will get more customers, and your enterprise's management level will also improve a little. Also, when a unit's crisis is in its infancy, its employees or customers have already discovered it. Paying attention to this kind of information will allow you to discover the crisis in advance.

Second, don't ignore some seemingly useless information.

Some suggestions seem naive and ridiculous to the decision-makers. We know that there is a decision-making method called "brain storming" in management, which is to let many people at different levels or irrelevant people sit together and express their opinions freely to stimulate Inspiration and innovative ideas. So never ignore seemingly useless information.

Third, ensure the neutrality of the credit management department within the unit.

If the credit management department is not neutral, there will be more moral hazards. In order to ensure the neutrality of the credit management department within the enterprise, ICE8000 Integrity Management requires that the credit management department must be directly responsible to the top management.

The above content is excerpted from "Introduction to ICE8000 Credit Knowledge" (written by Fang Bangjian, free to use, but please indicate the source)