photo credit: Walt Stoneburner

Guidelines for dispute resolution external to organizations

This norm identifies the way that any organization must hold in order to reach a correct management of the complaints relating to the product.

The present norm would like to make the design of the process for the resolution of the disputes of the claimers easier and  possible that a precise subject provides for the resolution of the dispute.

‘The managing of the processes is an optimal thing. But it’s basic to integrate it with a lot of innovation and with the planning of the good relations with the customers.’ Tom Davenport

The last aim of this norm is to increase the satisfaction of the customer, by increasing the capability of the organization in identifying and eliminating the causes of the dispute, by improving in this sense the managing of the disputes themselves and reaching at the end an increase of the  reputation of the organization. 

The high direction must always promote a policy for the resolution of the dispute without creating ambiguities or uncertainties; for this purpose it must be verified that this process is communicated to the members of the organization and the defined aims must be clear and precise, the resources of the organization must make the effort in order to apply the process of the resolution of the dispute. But this aim can be reached  only and exclusively if the Direction has allocated the necessary resources in order to realize the definite process.

‘The work is not done by the processes, but the employees’ John Seely Brown

The Direction should determine with certainty which aims must be reached with the application of this process, the reaching of the aims should be measured by the service indicators; at the end all this data should be examined again carefully by the Direction.

The evaluations should have as service indicators as follows: type and frequency of the complaints, method of the resolution of the disputes, costs and benefits created by a correct application in the management of the disputes

‘The discipline is the bridge between the aims and their fulfilment’  Jim Rohn

Translated by Carmela Giordano

L'autore: Gianluca Gaggioli

Gianluca Gaggioli: coniugato, con tre figli tutti nati a breve distanza, non si sa come trovi anche il tempo di "dilettarsi" sulle tematiche di qualità e management. Experienced Board Member with a demonstrated history of working in the railroad manufacture industry, railway applications, behaviour of materials and components. Skilled in ISO 9001 14001 45001 15085-2 CL.1 19001 COCS 30 Trenitalia P096 Trenord, Management, Continuous Improvement, EN UNI ISO Standards, Behavior-based safety (BBS). Sales/Commercial experience in the railroad manufacture industry "Order backlog approximately 4,000,000÷6,000,000 million euro in orders / projects (Products / Services)" for the period 2018-2020. Advisor for the main manufacturers of railway vehicles, trains and metro subway; da Giugno 2011 Editor in Chief di Organizzazione Qualità. .

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