Sanya Silver Manager, Projects & Major Investigations Connecting the Dots to Build a Framework for Learning from Complaints SOCAP Australia 29th Annual International Symposium Sanya Silver Manager, Projects & Major Investigations ​‌‌​ ​‌‌​

Mary’s story What changed? ​‌‌​ ​‌‌​

complaint handling— what is causing it? 1 Recent focus on complaint handling— what is causing it?

​‌‌​

Service recovery opportunity 1 Service recovery opportunity ​‌‌​

Makes good commercial sense 2 Makes good commercial sense ​‌‌​

Desire to be a learning organisation 3 Desire to be a learning organisation Benefits Critical source of competitive advantage Positively impacts performance Vital for innovation ​‌‌​

and organisational learning 2 Complaints and organisational learning

Role of complaints Learning Rich Unique Systemic insight Outside view Societal expectations Role of complaints ​‌‌​

Barriers to learning from complaints 3 Barriers to learning from complaints

Culture ​‌‌​

Infrastructure ​‌‌​

Complexity ​‌‌​

How things were How things are How things work ​‌‌​

The problem: not up to the task 4 The problem: not up to the task

Traditional CCM Framework Commitment Policy and Procedure Trained and empowered staff Good outcomes for individuals Data collection and analysis (systemic) Feedback to governance ​‌‌​

CX is a strategic goal/core value Complaints and CX are combined One platform for all feedback Direct link to business improvement Feedback loop on outcomes ​‌‌​

Mary’s story What changed? ​‌‌​ ​‌‌​

5 The Principles

Principles Insights Called out in vision/strategy Supported by senior management Integrated—strategic involvement Networked Centrally collected and coordinated Learning formally incorporated in closure What is measured ​‌‌​

Lessons from other fields Cross-sector collaboration Learning communities Organisational learning maturity model ​‌‌​

6 The new CCM framework

The new CCM framework Linked to strategy Networked Supported by governance Learning is shared Middle-managers recruited to the cause Measures what matters Linked to CX and continuous development Combined insights Long-term sustainability ​‌‌​

7 Where do I start?

? ​‌‌​ ​‌‌​

Connect the dots Network Involve and empower staff Be proactive Communicate Celebrate learning and outcomes Connect the dots

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