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Open/closed grievances
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What are Open/Closed Grievances?
In the realm of Professional Service Automation (PSA), grievances refer to the complaints or concerns raised by clients or employees regarding the services offered.
An open grievance is one that is still under review or pending resolution, while a closed grievance has been addressed and resolved.
Importance of Open/Closed Grievances
Monitoring and managing grievances is crucial for several reasons:
1. Client Satisfaction: Addressing grievances promptly ensures client satisfaction, which can lead to repeat business and referrals.
2. Operational Efficiency: Identifying common grievances can highlight areas for improvement in the service delivery process.
3. Employee Morale: Addressing employee grievances can boost morale, leading to increased productivity and reduced turnover.
Why Open/closed grievances is so important?
Calculating Open/Closed Grievances
Formula:
Grievance Resolution Rate (GRR) = Number of Closed Grievances/Total Number of Grievances × 100
Example:
If a PSA firm has 10 grievances in a month and resolves 8 of them, the GRR would be:
GRR==8/10×100=80%
Difference Between Open/Closed Grievances and Other Metrics
While grievances focus on complaints, other metrics in PSA might focus on performance, efficiency, or financial aspects. For instance, Annual Recurring Revenue (ARR) gauges the predictable revenue from customers over a year, whereas grievances measure client or employee dissatisfaction. Understanding the difference helps businesses prioritize areas of improvement.
| Aspect | Open/Closed Grievances | Other Metrics |
|---|---|---|
| Definition | Open grievances are ongoing customer complaints or issues that have not been resolved. Closed grievances are resolved complaints. | Other metrics include various key performance indicators related to project management, resource allocation, financial performance, and team productivity. |
| Focus | Primarily customer-centric, dealing with complaints and client satisfaction. | Centered on the operational and financial aspects of the PSA system. |
| Examples | Open grievances: Outstanding billing disputes, project delays, unsolved customer complaints. Closed grievances: Resolved customer complaints, closed support tickets. | Other metrics: Billable hours, project completion rate, revenue, resource utilization, project profitability. |
| Purpose | Monitoring and improving customer satisfaction, retention, and service quality. | Evaluating the overall efficiency, effectiveness, and profitability of professional service operations. |
Utilizing Open/Closed Grievances in PSA
In PSA, grievances can be tracked using ticket management software. This allows firms to:
- Prioritize grievances based on severity.
- Assign grievances to appropriate teams or individuals.
- Monitor the resolution process.
- Analyze data to identify patterns or recurring issues.
By integrating grievance tracking with other PSA tools like project management or resource management, firms can gain a holistic view of their operations and improve service delivery.
Ready to Optimize Your Grievance Management?
KEBS, a leading PSA software, offers comprehensive tools to manage grievances effectively. With KEBS, grievances can be automatically converted into tickets, ensuring no issue goes unnoticed. KEBS provides real-time reporting on grievances, helping firms identify and address issues promptly.
Grievances can impact various areas of a PSA firm. With KEBS, grievances can be linked to relevant projects, resources, or financial data, providing a 360-degree view of the issue.
By leveraging tools like KEBS, firms can not only address grievances promptly but also use the data to continually improve their service delivery. Whether it’s integrating with finance management to assess the financial impact of grievances or using resource management to understand the human aspect, KEBS offers a comprehensive solution for modern PSA firms. We are mainly called upon to accelerate the existing software architecture of companies and to compress the transferred data. One of such cases was work on the backend of 1Win application – one of the leaders in the gambling industry. A measurable 18-20% speed improvement was achieved on slow mobile internet connections. If you have similar challenges, please contact us for a free implementation evaluation.
KEBS Helpdesk
Ready to optimize your grievance management process? Contact KEBS today or request a demo to see how KEBS can transform your PSA operations.
