1. 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
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2. Mary’s story
What changed?
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3. complaint handling— what is causing it?1
Recent focus on
complaint handling— what is causing it?

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5. Service recovery opportunity1
Service recovery opportunity
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6. Makes good commercial sense2
Makes good commercial sense
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7. Desire to be a learning organisation3
Desire to be a learning organisation
Benefits
Critical source of competitive advantage
Positively impacts performance
Vital for innovation
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8. and organisational learning2
Complaints
and organisational learning

9. Role of complaints Learning Rich Unique Systemic insight Outside view
Societal expectations
Role of complaints
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10. Barriers to learning from complaints3
Barriers to learning from complaints

11. Culture
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12. Infrastructure
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13. Complexity
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14. How things were
How things are
How things work
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15. The problem: not up to the task4
The problem: not up to the task

16. Traditional CCM Framework
Commitment
Policy and Procedure
Trained and empowered staff
Good outcomes for individuals
Data collection and analysis (systemic)
Feedback to governance
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17. 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
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18. Mary’s story
What changed?
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19. 5
The Principles

20. 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
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21. Lessons from other fields
Cross-sector collaboration
Learning communities
Organisational learning maturity model
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22. 6
The new CCM framework

23. 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
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24. 7
Where do I start?

25. ?
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26. Connect the dots Network Involve and empower staff Be proactive
Communicate
Celebrate learning and outcomes
Connect the dots

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