Implementing The Claims Process, Concretely

To ensure that the complaint handling provisions are well understood and respected, the formalization of the process is necessary.

Documenting this process helps to ensure communication and consistency of practices to be followed. To formalize this process, it is necessary to identify the main steps involved in the processing of complaints and to define the implementation procedures and the associated responsibilities.

  1. Support

This is an essential phase of building the future relationship on a sound basis by engaging in meaningful, constructive dialogue with the claimant.

It all starts with the receipt of a claim. At this stage, it is necessary to “recover” and record the application and the associated supporting documents and identify the solution desired by the client. You must also acknowledge receipt of each customer complaint, including those that the company does not find justified. Ideally, the acknowledgment must be in a documented form (fax, mail, mail).

In the mind of the customer, the proper consideration of his claim, through the acknowledgment of receipt triggers the countdown to lead to the resolution of the problem through the solutions sought by the company. It is therefore appropriate to immediately acknowledge each claim.

  1. The treatment

Claims processing starts with an assessment based on criteria such as severity, occurrence, complexity, impact. This first analysis makes it possible to prioritize the resulting treatment.

In a second step and according to the importance of the claim, must be decided of the necessity to undertake: immediate and rapid action; an action with several clients; no response. The expression of the discontent formulated must be analyzed in the general context of the relationship with the customer. We must ask ourselves the following question: is the claim a simple stone in our garden, of an exceptional character or the result of slow degradation of products and services?

Then, it is necessary to evoke, with the claimant, the treatment of the claim in itself. Was he satisfied with the way the company has: taken into account, clarified and clarified the problem; planned and led corrective and improvement actions; mentioned the continuation of the relationship. Lastly, in more extended time frames, during specific meetings or quality meetings, a more detailed analysis must be conducted to understand the causes of claims and to take corrective actions to prevent their reappearance.

The Study Plan: Definitions And Perspectives

Many teachers, educators, and extension workers often participate in the development of training courses for themselves or third parties. The development of a training course is an example of the many activities known as curriculum development.

Before observing this process in more detail and relation to the reader’s education and training courses, it is essential to examine some of the general aspects related to the development of curricula.

What Is Meant By ‘Curriculum’?

The curriculum is synonymous with curriculum, which in turn derives from the Latin word curriculum, which means race track. In other words, the path that a runner or a horse must follow to conclude a race. This word also gives rise to the word ‘current,’ which means the course along which water or electricity flows. read More About : Premium Graduate Placements

When the word ‘curriculum’ (curriculum) is applied to the context of education, it includes all the activities that students carry out, especially those that must be completed to complete the course. The curriculum or curriculum is the path they must follow. It is not only the content but the program, it is the course they must complete to achieve success. This also includes activities carried out outside the classroom, in the sports field, or during any period of free time provided by the school, college, or training institute.

Due to the wide range of meanings that ‘curriculum’ has, many people have tried to define it better; however, until now, there is no definitive version. In this guide, the most specific term ‘curriculum’ will be used. Some of the meanings attributed explicitly to the word curriculum are mentioned below. Since most of them are related to school or formal education, it could be deduced that the development of curricula in the field of informal learning has been scarce.

Different Definitions Of The Curriculum: 

  • The learning experiences and activities provided by the school and society to educate the child. (Salia-Bao 1988)
  • all planned and provided teaching to children in school (Hawes 1979)
  • an established framework to improve and organize the variety and amount of student experiences in and outside the school context (Skilbeck 1984)

There are several elements here that should be clarified:

  • the learning achieved by the students;
  • the activities and experiences that contribute to knowledge;
  • the planning and organization process of these activities and experiences;
  • the written text that contains the planning of these activities

Deal With Customer Complaints Well; It Does Not Happen

Nearly 90% of dissatisfied customers do not say so, and 75% of them are likely to compete. This is a finding that requires the company to control the process of processing customer complaints.

Implemented methodically, the claims process allows for a mutually beneficial relationship with its clients. Read more about vocational claims management

As the treatment of nonconformists, the processing of the complaints is a process in its own right which must be defined and deployed methodically.

Implementing and mastering this process creates lasting relationships with customers, builds loyalty, and continues to improve business performance.

What the ISO 9001 standard says about claims

The requirements of the ISO 9001: 2008 standard for applications are apparent:

  • 7.2.3 Communication with Customers: “The organization shall identify and implement effective arrangements for communicating with customers about feedback from customers, including their claims”.
  • 8.5.2 Corrective actions: “The organization shall (…) establish a documented procedure to define the requirements for the review of non-conformities (including customer complaints)”.

As the measure of customer satisfaction, the processing of complaints is part of the logic of continuous improvement.