Conflict management system design (resolution system design) Research Paper

Conflict management system design (resolution system design) - Research Paper Example Following this, many agencies have developed approaches and models of effective complaint handling system. The stage approach provides a conflict resolution system in stages. It brings together what the customer wants and what the organisation or agency needs. That is, the interests of the organisation and the rights of the customers. However, it gives first preference to the organisation’s interests and focuses on the fulfilment of its objectives in a smooth manner. The first stage in the approach is, frontline complaint handling where the staff resolves the complaint where possible, at first contact with the customer. The members of staff then log the complaint details for later analysis. The second stage is the internal review or investigation. This is where a more senior staff or designated complaint officer reviews the complaints and resolves them informally. He then investigates the unresolved complaints with the interest of the organisation at heart. The last stage is the independent review where the unresolved complaints are referred externally. Alternate dispute resolutions are tried, for example, mediation. Complaints may also be referred to external agency or the complainant is informed of a legal procedure or another legal remedy (NSW Ombudsman, 2010). All this is done in favour of the organization’s interests. This model provides the guidelines for developing and implementing the consumer complaints management initiatives, emphasizing the interest of the organisation but still taking into account the rights of the customers. It involves eight steps that help in managing and resolving the complaints for the better performance and realisation of the agency’s objectives. The first step involves defining the problem and gathering information. Finding common ground on the problems being addressed is essential to moving ahead with solutions. All the people and organisations involved are