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What if the Customers Insist on Service that Breaks the Established Procedures?
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What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
What if the Customers Insist on Service that Breaks the Established Procedures?
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  Post Number #9  
Old 4th January 2011, 08:16 AM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by Steve Prevette View Post

Put yourself in your customer's position for a moment. Yes, they turn in a claim late, but do you really intend to "enforce" the procedure and not reimburse them if it is late?
Not really, seriously, but it does give the service guys at the front desk some breathing space. This happens, unfortunately, very often, and it does make the financial balancing difficult, incurring often the wrath of the board when it comes time to report.

Quote:
You could say that if the customer is late turning in the claim they may be assessed a penalty. Or their claim will be put on the bottom of the priority list, with claims turned in that were timely processed first.
This sounds like a good idea for me to bring up to the front desk and finance guys, a good reconciliation between the two. Thank you so much for this idea!

Similarly on customer pickup. Is there really a harm in the customer picking up their own order? If not, why not change the procedure?

Quote:
I hope allegiance to ISO is not turning the world into a Dilbert world of enforcing a set of rules for the sake of enforcing rules.
Hence the need for me to find out more. I am quite new to the world of ISO, but not to the world of procedures (I was from the military, and SOPs are quite normal where we come from). In the military, SOPs can be broken by the appropriate authority, with proper paperwork (and often we kill the bugger first, *then* follow up with the paperwork, haha).

Right now, I see it more as the company not reconciling their service standards to their service cost (it is "cheaper" to service a customer with a 90-day lead, than "immediately"), rather than an ISO issue - but I am hired to deal with procedures and corporate governance, so I have to somehow make the two match. The guys at the board must be happy, but the guys at the bottom must not be squashed.

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  Post Number #10  
Old 4th January 2011, 08:24 AM
harry

 
 
Total Posts: 6,291
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

The implementation of a Quality Management System does not changed the reality of business dealings such as the need to pay for goods or service supplied irrespective of when the claim is submitted.

In general, a QMS will have service standards such claims submitted within ninety days will be processed within 'X' weeks. Any claims submitted beyond that may not be promptly processed. This is normally the 'intent' of having service standards. Unfortunately, a lot of systems in the service field do not focus on the service quality aspect.
  Post Number #11  
Old 4th January 2011, 08:33 AM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by harry View Post

The implementation of a Quality Management System does not changed the reality of business dealings such as the need to pay for goods or service supplied irrespective of when the claim is submitted.
Indeed, it does not. But it is difficult for us, with limited resources, to provide a higher level of service than what our resources can cover, hence the thought of setting up "tighter" procedures.

Quote:
In general, a QMS will have service standards such claims submitted within ninety days will be processed within 'X' weeks. Any claims submitted beyond that may not be promptly processed. This is normally the 'intent' of having service standards. Unfortunately, a lot of systems in the service field do not focus on the service quality aspect.
And here is the problem - the customer expects us to process them promptly, and in certain cases the problems are genuine. We want to be able to help in such cases. It looks like the solution is to write the processes such that there is a "way out", like letting the boss sign off for such cases.

I've gained quite a bit of knowledge from the people here!
  Post Number #12  
Old 4th January 2011, 01:15 PM
Sidney Vianna's Avatar
Sidney Vianna

 
 
Total Posts: 9,316
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by Steve Prevette View Post

I hope allegiance to ISO is not turning the world into a Dilbert world of enforcing a set of rules for the sake of enforcing rules.
A QMS should always support the business model of the organization and never the other way around. Requirements derived from the QMS should always pass the litmus test of existing because:
  • There is a legal requirement
  • There is a business requirement
  • There is a customer requirement/expectation
If people define processes, dissociated from these 3 sources, ISO 9001 should not be blamed for.

Too many organizations (attempt to) implement a QMS dissociated from the business practices and then try to have it fit. In the vast majority of the cases, the end result is dysfunctional and unsustainable. It is not "ISO's fault".
Thanks to Sidney Vianna for your informative Post and/or Attachment!
  Post Number #13  
Old 4th January 2011, 04:09 PM
tyker

 
 
Total Posts: 422
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

A quick nit-pick to start with but aren't the teachers suppliers rather than customers?

Anyway, whatever they are, if the teachers are outside your organization, your procedures don't apply. What do apply are the purchasing terms and conditions which are contractual and you have to decide how and to what extent they're enforced. You might also try and insert a clause requiring a percentage reduction for late claims.

If I'm right and the teachers are suppliers, do you have a choice of which ones are employed? Can you distinguish between preferred and non-preferred teachers - hopefully mainly on teaching ability but at least threatening the late claimants with a shortage of work?

This might sound like I'm ignoring the principle of mutually beneficial customer/supplier relationships but I'm not, I'm just seeking to motivate the other party to join in.
  Post Number #14  
Old 4th January 2011, 08:05 PM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by Sidney Vianna View Post

Too many organizations (attempt to) implement a QMS dissociated from the business practices and then try to have it fit. In the vast majority of the cases, the end result is dysfunctional and unsustainable. It is not "ISO's fault".
Yes, and this discussion is giving me a clearer picture. The issue here, in my case, is more of a business model issue rather than an ISO issue. We just have to write the procedures to fit the business model (which I will have to work out with the boss).
Thanks to StMichael for your informative Post and/or Attachment!
  Post Number #15  
Old 4th January 2011, 08:08 PM
StMichael

 
 
Total Posts: 32
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Quote:
In Reply to Parent Post by tyker View Post

A quick nit-pick to start with but aren't the teachers suppliers rather than customers?
We are an educational services company, so the teachers are actually customers. We service them by helping them process financial claims, etc, on behalf of the school. It's a weird situation, actually, because both the school and the educational services company are subsidiaries of one main company. While they are two separate legal entities, the same boss owns them both...

Quote:
Anyway, whatever they are, if the teachers are outside your organization, your procedures don't apply. What do apply are the purchasing terms and conditions which are contractual and you have to decide how and to what extent they're enforced. You might also try and insert a clause requiring a percentage reduction for late claims.
Indeed, that is what we may want to work on. Like I mentioned, this discussion has been very useful to me, in clarifying the actual issues. I love this community!

On a separate note, how do you all enable your signatures? I could not find it anywhere!
  Post Number #16  
Old 4th January 2011, 09:58 PM
Jen Kirley's Avatar
Jen Kirley

 
 
Total Posts: 6,129
Re: What if the Customers Insist on Service that Breaks the Established Procedures?

Companies that produce things very often find they have to do a rush order, but may charge a premium for that based on the disruption to our scheduled work.

Same goes for returned items in some stores - they might be subject to a 15% "restocking fee." People hate these premium charges. However, when it comes down to managing behavior (and some customers can "learn" there's no consequence to their behavior and keep it up) a fee might help. But it should be undertaken carefully, in case they have choices of who to buy from.
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