SAASO, HQ MAINT COMD
Managing complaints is a favourable business practice for ensuring excellent customer service in a Private Sector. Today, it is equally applicable to the Armed Forces Society especially Military Engineering Services (MES). Complaint Management System (CMS) ‘MES–SAMADHAN’ developed by my MES Team is an ‘App’ based computerized system to work on MES complaints via its users with proper closed loop cycle using feedback and escalation matrix. Minimum movement of paper provides operational speed which cannot be envisaged in a manual mode. Software allows a booking operator / user to lodge complaint and automatically schedule and prompt the concerned engineer to source the complaint to the concerned rectifier. This state-of-the-art management system reports on complaint details and pending complaints with reasons and remarks provides the Executives / Staff Offrs a better insight to problems and realistic situations. I seize this opportunity to congratulate Team MES working on this concept for this singular success. While the importance of a well-designed customer CMS in attaining regulatory compliance is irrefutable, implementing one isn’t easy. Hence I render my whole hearted support to this Team MES for efficient management of MES – SAMADHAN. ALL THE BEST!!!