Model building - Term Paper Example

? Model building OPTION A Research Question: The media and local citizen groups have complained about the poor condition of the heating system which has claimed two lives. They claim that they have complaints many occasions but their complaints have never been taken seriously. The purpose of this model is to assess the claim and handle the situation appropriately. It involves investigation procedures to unearth the truth so as to make decisive and conclusive actions. The media and citizens’ claims have to be investigated to assess where they registered complaint and whoever was responsible. This calls for an investigation team to assist in the process. The model tries to give answers why the complaints are not heard. The model Purpose The purpose of the model is to study why residents’ complaints have not been heard. In order to get proper answers independent investigation must be done. Complaint handling procedures are specific to organizations, and each organization policies are unique. Public policy for complaint launching and handling is always very clear. The study would put into account how these complaints were registered. As a line area manager, assessment to ensure that the staff gives appropriate concerns in helping complaint handling, investigates and resolves complaints. Constraints Investigation consumes time and it is often costly. On this basis, the model structure must mirror cost effective one and involve a proper time frame within which the purpose of the study is achieved. Policy is clear on how the complaints should be registered for accountability. This leads to assessment on how the complaint was registered (Adorno, 2000). A complaint handling system must be accurately staffed and resourced. The organization must have sufficient staff members to allow it to comply with its own timeliness standards for complaint handling. Fair Investigation Complaints must be treated fairly to ensure that the organization handle them accurately without victimizing the complainants. As the manager of the public housing system, it is prudent to institute a team to investigate the complaint claim impartially before any action. Complaint in the public sector has a procedural policy and each one must be registered. The investigation team would be responsible for collecting data from the media and citizens to ascertain that they registered their complaint. Independently, this team ensures to retrieve the logs of complaints for the particular period claim is made. This would involve accessing systems without the aid of responsible staff to handle complaints. This is to make sure the investigation is reliable and accurate. The investigation process is to be done within two weeks. The findings are to be evaluated and recommendation given to various departments to facilitate proper actions. Complaint material published by an organization should include a statement of guarantee that a plaintiff will not be victimized or suffer from negative handling because they have made a complaint. In a public sector, the community should not be isolated because of the complaints they raised due to poor service delivered by public sector. Policy The complaint policy approach has to be reassessed to ensure that proper accountability is in place. The time frame stipulated to handle compliant and priority appended to complaints in regards to sensitivity. Complaint value assessment is essential, and during the investigation it must be considered so as to verify if complaints are treated according to policy stipulation. It is essential to understand the existing policies so as to gauge the complaint problem. The resident may be claiming that the complaints are not being handled yet policy implementation is in progress. Integration of complaint handling must be properly instituted into policy document. This is a sure way of enhancing accountability within organizations (Reif, & International Ombudsman Institute, 2004). Commitment and responsibility The model helps in analyzing the commitment of staff to complaints. It is the responsibility of leaders and every person from the public sector to ensure that complaints are dealt with appropriately. Making complaint handling a main concern for the sector is essential. This investigation of the media and citizens’ complaints involves the establishment of authenticity. The investigation team is to ass if the organization has established and managed effective, professional complaint handling system. During he assessment of the claim, complaint handling procedures must be evaluated so as to come up with appropriate conclusions. Colleagues must be questioned to give their opinion about the complaint issue and recommendation of solutions. Complaint handling needs positive culture development that should be embraced by staff, and management responsibilities should ensure that this is in place. Assessing responsibilities of staff and management will help to understand the problem. This is a section of the model that reflects responsiveness and entails proper complaint handling procedures. The process of accessing the problem would entail getting to know how complaint was raised and actions taken (Barlow, & Moller, 2008). Accountability The residents’ complaints were about the maintenance of the heating system. The investigation process must assess the maintenance team. This would help in understanding the causes of the problem and devising proper methods of handling them. This option is chosen to get accurate information in assessing what could be the root cause of the leaking problem. The problem could be residents’ misconduct; thus, making implementation of their request useless unless proper management decisions are made. Efficiency involves a resolution provision or response to the complaint on the status of the problem. Integration of complaint handling is essential since it assists in ensuring that departments that are affected work in harmony to resolve the problem. This is a difficult situation in the public sector since accountability comes with cost attachment incase liability is ascertained. Flow chart for complaints investigation The sample model gives the simple steps that will be taken to assess the complaint issue and ensure that proper implementations are done. Conclusion The procedures above will assist in finding out why the complaints of the residents have not been handled. Thereafter, proper resolution steps can be taken to handle the situation. Recommendations to curb future occurrences will be implemented. References Adorno, T. W. (2000). Critical models: Interventions and catchwords. New York: Columbia University Press. Reif, L. C., & International Ombudsman Institute. (2004). The international ombudsman yearbook. Leiden: Brill. Barlow, J., & Moller, C. (2008). A complaint is a gift: Recovering customer loyalty when things go wrong. San Francisco, Calif: Berrett-Koehler Publishers. Read More