Anand M R

Hi, I fully appreciate the complaint handling process mentioned here. But I have an issue with the Occade for not working on the root cause of the problem. I will give an example of complaint handling of the milk dairy that used to cater to 1000 of customers in our area. One day we had kept the milk in the fridge like we used to keep it every day and by the time we used it after few hours, the milk was spoilt. We were surprised but thought that there might be some issue and did not complain. Subsequently, we had the same issue repeat few times in next 2 weeks. Then we called the dairy and complained the milk is spoilt. Even there they apologized for the inconvenience caused and told us not to throw the spoilt milk and not open any unopened packets(if any) and promised that they will visit our home in next 1 or 2 hours. They promptly came apologized and gave us the replacement of fresh milk packets and they took the spoilt milk and also unopened packets. Then they visited other homes where the supply was from same milk dairy and asked them if they had a similar issue. They had bought sufficient stock of fresh milk packets anticipating problems in many homes. Most of them had not complained but were pleasantly surprised to see the officials proactively visiting their home and replacing the good milk packets. They asked some questions about the time of delivery and other vital issues. Interestingly after this visit by officials, we did not face the issue for almost 2 to 3 weeks. Then one day the officials called us and told that the milk supplier of our area was trying to adulterate the milk by opening the plastic cover and diluting it with water and other chemicals and sealing it back. Even the date of mfg seal was tampered with. He was doing it very randomly so that nobody gets doubt. The officials had sent the milk taken from homes for test and had found the root cause of the issue. So in my view, while handling the complaint though it is important to address the complaint immediately, more important to find the root cause to ensure that the problem does not recur. This can be done without creating any issues to the customer too. So in my view in this article, the company did all correct things in handling customer complaint but missed to arrest the issue from recurring. For all we know the supplier was giving good quality apples but may be the storage in the shop was faulty or the temperature used by stores was not as per the recommended standards and so on Thanks Anand

Before when the banks were not yet gone digital, and if we wanted to withdraw cash from bank, The following will be the process We give to the cheque to the ckerk He gives us the token Then he checks with the ledger for sufficient balance Then he gives the check with his initials to one officer higher than him/her. That officer again verifies the balance in legder and then gives it to another higher officer That higher officer verifies the signature with the signature cards with the bank Then returens the check with one approved seal to lower level officer Then that cheque is given to cashier Casheir calls the token and gives the cheque. Now after the banks are computerised, we give the cheque to the single window teller, all the above processes is done by one person at that counter only and the cash is dispensed if the balance/signature etc. are atuthenticated. So much of handoffs is avoided in banks now and that has lead to reduction of workforce too

One person rights 1000 lines of code in 4 hours. He is very efficient. But his code has many defects and it takes another 4 hours to correct it. Person B writes 1000 lines in 4 hours and that is defect free. Person B is effective.

iN MY VIEW THE new arrangement in Passport office ( in Bangalore) is the best example of the single piece flow. Beofre there was utter chaos now it has been divided into A B C areas and the flow is smooth and single piece