Having trouble writing a directive (procedure) that points to the right place

[widetrack]

Re: Having trouble writing a directive that point to the right place

this would work, and the flow chart has the missing flags in it:

Customer Service Representative
1. Receive customer complaint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark “Resolved”, actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
Section 1: If High Priority?, goto task #7. Otherwise, goto Section #__2____.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #__9___.
10. Inform customer that his/her complaint is resolved through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
Section 2: If Medium Priority?, goto task #12. Otherwise, goto Section #__3____.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #_14____.
15. Inform customer that his/her complaint was resolved.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
Section 3: Low Priority, goto task #17.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already. (this is should be removed )
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #__20___.
21. Inform customer that his/her complaint was resolved thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
the sections could be precluded with another step mimicking step 6
the problem is, what if the issue is never resolved? does the rep monitor it forever?

 

[widetrack]

Re: Having trouble writing a directive that point to the right place

Agreed. That's what I did in narrative procedure. Refer to OP for the draft procedure. But by looking at it you'll see that the trouble is about pointing directives to the right place out of 22 tasks/steps.

For example:
If High Priority?, goto task #7. Otherwise, goto task #______. (Task # what?)

If Medium Priority?, goto task #12. Otherwise, goto task #______. (Task # what?)

If Low Priority?, goto task #17. Otherwise, goto task #______. (Task # what?)

each missing task would point at the previous step for monitoring the issue (per your chart) again this results in a possible endless loop. steve is right about raising the priority as time passes. you need something to take you out of this loop.

 

[biboy2012]

Thank you very much everyone. All points are well taken. I am grateful for the time you guys spent reviewing my procedure and suggesting way to make the narrative procedure logical.

Any additional suggestions you may have would be welcome. I will update you as my procedure becomes final.

Again, thank you so much for your valuable help. I greatly appreciate the assistance you have provided me.

 

[biboy2012]

Re: Having trouble writing a directive that point to the right place

this would work, and the flow chart has the missing flags in it:

Customer Service Representative
1. Receive customer complaint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark “Resolved”, actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
Section 1: If High Priority?, goto task #7. Otherwise, goto Section #__2____.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #__9___.
10. Inform customer that his/her complaint is resolved through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
Section 2: If Medium Priority?, goto task #12. Otherwise, goto Section #__3____.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #_14____.
15. Inform customer that his/her complaint was resolved.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
Section 3: Low Priority, goto task #17.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already. (this is should be removed )
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #__20___.
21. Inform customer that his/her complaint was resolved thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
the sections could be precluded with another step mimicking step 6
the problem is, what if the issue is never resolved? does the rep monitor it forever?

Still having the same problem I was... the flow is not logical even if all the 22 tasks have been defined.

The problem with Goto section #2, directive "point" to the Section #2.
It is the task that needs to be reached, not the section. Tasks should be linked to directives (goto task #12, NOT section #2). In other words, the user need to find the task #, not the section #.

My question (or the problem) is, if not high priority, what is the directive/command to point to the right place? I mean how would I know if directive will point to task #12 (under section 2) or task #17 (under section 3)? D'you know what I mean?

 

[biboy2012]

Re: Having trouble writing a directive that point to the right place

It appears your difficulty is that High, Medium and Low priorities are not tagged with anything. Because they aren't actually a task, when you attempt to check if a high priority and they find that it isn't, you are trying to then send them to a task, which you can't since you have still to determine if the priority is either a medium or low priority, and so on.

Perhaps add a section tag to the high, med and low priority lines and then instead of sending them to a task in the narrative, send them to the section.

Customer Service Representative
1. Receive customer compalint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark “Resolved”, actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
Section 1: If High Priority?, goto task #7. Otherwise, goto Section #__2____.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #_____9.
10. Inform customer that his/her complaint is resolved already through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
Section 2: If Medium Priority?, goto task #12. Otherwise, goto Section #__3____.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #_____14.
15. Inform customer that his/her complaint was resolved already.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
Section 3: Low Priority, goto task #17.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already.
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #_____20.
21. Inform customer that his/her complaint was resolved already thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.


That fills in half the blanks. The remaining blanks are unable to be filled because there isn't an activity to send them to. Define what happens when you are unable to resolve complaints. The remaining blanks should send them to that new activity.

If I have totally misunderstood what you were asking, disregard what I posted.

You totally understood me.

Though I removed the text in red above, your suggestions gave me an idea to get the flow logically. Since the directive specified three conditions, what I did is that I simply stated each condition explicitly and removed the word 'otherwise.'

From
If High Priority?, goto task #7. Otherwise, goto Section #__2____.
If Medium Priority?, goto task #12. Otherwise, goto Section #__3____.
Low Priority, goto task #17.

To
If High Priority?, goto task #7.
If Medium Priority?, goto task #12.
Low Priority, goto task #17.


Below is the new flow, please let me know if this is really logical now:

Customer Service Representative
1. Receive customer compalint.
2. Log complaint on the system and indicate all the applicable information with corresponding Ticket Number.
3. Try to solve the issue on his/her own.
If CSR able to solve the complaint, goto task #4. Otherwise, goto task #6.
4. Inform the customer that his/her complaint was resolved through call or email or snail mail.
5. Close the issue by updating the system indicating the remark "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
6. Identify customer complaint type.
If High Priority?, goto task #7.
7. Tags compliant as “Urgent” and escalate the issue to concerned department (within XX hours)
8. Informs the customer that complaint/s is/are now resolved.
9. Monitor the progress of the complaint.
If complaint resolved?, goto task #10. Otherwise, goto task #9.
10. Inform customer that his/her complaint is resolved already through call or email or snail mail.
11. Close the issue by updating the system indicating the remark as "Resolved", actual date of resolution and department who made the resolution.
End of activity.
If Medium Priority?, goto task #12.
12. Tag complaint as "Important" and escalate the issue to concerned department (within XX hrs).
13. Inform the customer that complaint/s is/are resolved already.
14. Monitor the progress of complaint.
If complaint resolved?, goto task #15. Otherwise, goto task #14.
15. Inform customer that his/her complaint was resolved already.
16. Close the issue by updating the system indicating the remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.
If Low Priority, goto task #17.
17. Tag complaint as "Monitor" and escalate the issue to concerned department.
18. Ask feedback to the concerned department about the escalated complaint.
19. Inform the customer that complain/s is/are resolved already.
20. Monitor the progress of the complaint.
If complaint resolved?, goto task #21. Otherwise, goto task #20.
21. Inform customer that his/her complaint was resolved already thru call or email or snail mail.
22. Close the issue by updating the system indicating remarks as "Resolved", actual date of resolution and the department who made the resolution.
End of activity.

 

[widetrack]

Re: Having trouble writing a directive that point to the right place

Okay, I understand the logic of your narrative now (which I wasn't clear on before) the one question still remains though. how long does the CR monitor the issue? Say at 14 you could have an endless loop.
then at 17 you tag the complaint as "monitor" ,18 ask for feed back, 19 inform the customer the complaint is "already" resolved,(before moving into task 21) and then continue to monitor the complaint at 20 and fall back into a possible loop again. I am not sure of the internal workings of your company, but some customers may never acquire a resolution. Is this normal?