Is it normal for a procedure to begin with a conditional directive? (if statement)

My own answer is 'No', because task #1 should be the starting point of any activity, IMHO.

But......

Here is an example:


Activity Preface

These tasks are performed whenever a Customer Service Representative or anyone in the company recieves customer complaint.

If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22.

Customer Service Representative
1. Receive customer complaint.
2. Log complaint in the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own (1st contact resolution).
.
.
.
Any member of the organization
22. Receives complaint from customer and forwards the same to Customer Service Department.
End of activity.

Any thoughts would be appreciated. Thanks!

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

biboy2012 said:

My own answer is 'No', because task #1 should be the starting point of any activity, IMHO.
But......
Here is an example:
Activity Preface

These tasks are performed whenever a Customer Service Representative or anyone in the company recieves customer complaint.
If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22.
Customer Service Representative
1. Receive customer complaint.
2. Log complaint in the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own (1st contact resolution).
.
.
.
Any member of the organization
22. Receives complaint from customer and forwards the same to Customer Service Department.
End of activity.

Any thoughts would be appreciated.

Click to expand...

If the nature of Task #1 depends on specified conditions, then the conditions should be specified before Task #1 is performed. What do you see as a better alternative?

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

Jim Wynne said:

If the nature of Task #1 depends on specified conditions, then the conditions should be specified before Task #1 is performed. What do you see as a better alternative?

Click to expand...

No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

As part of the procedure, you could indicate that all complaints are to be processed by a Customer Service Representative, so all employees have the responsibility to forward any received complains to the Customer Service Department (although, I'd make it one specific person, if possible). This takes away #22.

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

biboy2012 said:

No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.

Click to expand...

The "otherwise" defaults to anyone other than a customer service representative. Is that a problem?

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

biboy2012 said:

No idea. The task #1 is dependent on specified condition. So, possibly the condition is the beginning point. Problem is how to identify the "performer" associated with the condition "If complaint received by Customer Service Representative?, goto task #1. Otherwise, goto task #22."
.

Click to expand...

Probably I did not understand well, but I would suggest to convey customer complainst into one unique and well identified channel of communication, not allowing lots of people directly deal with the customer ( customer representative or any other personnel).

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

I generally begin with what initiated the process. Such as:

[Customer complaint received.]
<If received by CSR then goto "B" otherwise goto "A">
[A - Complaint is forwarded to CSR]
[B - CSR logs complaint]

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

Quality_Steve said:

I generally begin with what initiated the process. Such as:

[Customer complaint received.]
<If received by CSR then goto "B" otherwise goto "A">
[A - Complaint is forwarded to CSR]
[B - CSR logs complaint]

Click to expand...

Received by whom? There are 2 performers identified by Job Title "Customer Serice Representative" and "anyone in the organization" and should be associated with task Customer complaint received.

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

biboy2012 said:

Received by whom? There are 2 performers identified by Job Title "Customer Serice Representative" and "anyone in the organization" and should be associated with task Customer complaint received.

Click to expand...

See my response above. ... or on page 1 of this thread.

Re: Is it normal for a procedure to begin with a conditional directive? (if statemen

RCBeyette said:

As part of the procedure, you could indicate that all complaints are to be processed by a Customer Service Representative, so all employees have the responsibility to forward any received complains to the Customer Service Department (although, I'd make it one specific person, if possible). This takes away #22.

Click to expand...

Indicate where? For example, a procedure is composed of the following:

Scope
Policy
Responsibility
Distribution
Ownership
Task Segment
Activity Preface
Tasks

Which part of the procedure?