Corporate complaint programs make gains from gripes

Article Abstract:

Companies that have complaint processing programs improve employee morale and performance. Complaint and suggestion systems also help identify and resolve problems that hurt the company. The five steps of a complaint system are: (1) identifying the complaint; (2) investigating the complaint; (3) supplying all concerned parties with the results of the investigation; (4) developing responses to the complaint; and (5) monitoring complaint responses. Complaint processing may also uncover related problems not mentioned in the original complaint. Complaint and suggestion systems build a company's reputation for fairness and competence with employees and customers.

Complaints (Administrative procedure), Employee suggestions

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Three classes of objectives and plans make MBO more effective

Article Abstract:

The management technique for productive individual and organizational performance, referred to as management by objectives (MBO), is subject to many flaws, including the failure to recognize varying types of goals and the incorrect matching of goals to workers with dissimilar needs. To make MBO more effective and efficient, these flaws should be overcome by recognizing that there are three types of performance planning (developmental, maintenance, and remedial) and three planning levels (routine, project, and personal). Moreover, the number of goals identified during the planning process is dependent on the variables considered.

Usage, Business planning, Strategic planning (Business), Goal setting, Management by objectives

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