Complaint Management System - Reliance Power V1.0.pdf · Complaint Management System : User Manual v1.0 Tuesday, November 25, 2014 Page 1 of 18 Complaint Management System Reliance

Complaint Management System : User Manual v1.0 Tuesday, November 25, 2014 Page 1 of 18

Complaint Management System Reliance Power

User Manual

Version 1.0

November 2014


1 Document Control:

Author Neeti Kumar, Rakesh Raushan

File Name and Path Complaint Management System User Manual

Created 24/11/2014

Last Edited 25/11/2014

Version Revision Date

Revision Description

Process Owner Reviewer/Approver

1.0 25/11/2014 Initial document Joji Joseph Anand Budholia

Target Readership

All users of CMS Application


2 Introduction

There is a need of automating the complaint register at Reliance Power sites through a ‘Complaint Management System’ which will ensure procedural fairness in handling of the complaints.

Please use your Web Mail Log In credentials for logging in to the application.

Process Flow:

User Register a Complaint

Manager assigns the complaint to

Supervisor/ Technician

Supervisor attend/resolve the

complaint and updates the Manager

Manager update the status of the

complaint

Escalation to HOD, if problem remains

unattended

Users

Manager

Supervisor/ Technician

HOD


3 Contents

1 Document Control

2 Introduction

3 Contents

4 Log In

5 Home Page

5.1 User Home Page

5.2 Manager Home Page

6 Registering a New Complaint

7 Viewing My Registered Complaints

8 Updating Complaint Status

9 Manager

10 Logging Out



4 Login

a) All users with webmail login credentials can login to the system.

b) Users will be logged in using LDAP authentication. Users will use own web mail ID and password.


5 Home Page

On signing in with Web mail credentials, Home Page of User will open.

5.1 User Home Page

User Home Page will have the following tabs

1. Home 2. New Complaints- For New Complaint Registration 3. My Complaints- To show the list of complaints registered by the user with status. 4. Log Out


5.2 Manager Home Page

Manager Home Page will have the following tabs

1. Home 2. New Complaints- For New Complaint Registration 3. My Complaints- To show the list of complaints registered by the user with status. 4. My Actions- Option to assign the complaint to Technician/Supervisor 5. Reports- Option to view the status reports and Export the complaints list 6. Log Out

Note: Manager can complete the complaint but can’t close. Closing the complaint will be done by user only.


6 Registering a New Complaint

A user can register a complaint for ‘self ‘or ‘others ‘.If others, it can be of colleagues or Vendors/Consultants.

Go to New Complaints tab.

Enter all details for registering the New Complaint:

Enter: 1. “Site”

Sasan Power / sasan Coal Mines

2. ”Location Type” Guest House / Township / Others If Guest House: Workstation or Cabin No is needed If Township: Room No is needed If Others: Full Address is needed.

3. “Complaint Type” – Enter appropriate value from drop down 4. “Complaint Sub Type” - Enter appropriate value from drop down 5. “Location”- Enter Location 6. “Building”- Enter Building 7. “Workstation/Cabin No.” 8. “Wing/Block” 9. “Complaint For”: Choose one of the radio buttons

a) Self b) Others

10. “Priority” 11. “Name” 12. “Phone Number” 13. “Company” 14. “Email ID” 15. “Complaint Description”

Click on SAVE Button

Note: Use RESET button to reset the entered values and start afresh.


On clicking SAVE button, a new complaint will get registered.


7 Viewing my registered complaints


8 Updating Complaint Status

After the complaint has been addressed by the concerned authority, the Manager updates the status of complaint as “Completed”. Now, the User needs to enter his/her “Feedback” and close the complaint/issue by updating the status as “Closed”


9 Manager

Manager will log in using his/her Web mail Log In credentials. Apart from “Home”, ”New Complaints”, ”My Complaints” tabs ( As in case of “User” home page in also), two new tabs will be available for a “Manager” i.e 1. “My Actions”: Used for assigning a complaint to the concerned

vendor/authorized person. 2. Reports

9.1 Assigning a complaint

9.1.1 Under “My Actions” Tab, click on “Assign” to assign the complaint.


9.1.2 Enter “Agency”, “Name”, “Contact No.”, “Alternate Contact No.” and “Remarks”.

When “Agency” and “Name” is selected from drop down, “Contact No” automatically gets displayed. Manager can also provide an “Alternate Contact No.” Click on “Assign” button.


9.1.3 After assigning a complaint, the status of complaint will be changed to WIP.


9.1.4 When the complaint has been resolved by the assigned authority, Manager has to update complaint’s status from “WIP” to “Complete”.

Click on “View” and open the complaint.

9.1.5 Complaint’s status got changed to “Completed” in “My Actions” tab


9.2 Retrieving Reports Manager can retrieve Reports Status wise also. By default, all the Reports irrespective of Status is retrieved.

The Report can be exported and saved in Excel and PDF format.


10 Logging Out

When the activity is complete, log out of the application using “Log Out” option in the “Home Page”.

Documents

Complaint Management System - Reliance Power V1.0.pdf · Complaint Management System : User Manual v1.0 Tuesday, November 25, 2014 Page 1 of 18 Complaint Management System Reliance