Optimization of the business process «processing of complaints» in order to improve customer satisfaction

One of the ways to increase the efficiency and effectiveness of the organization is to introduce a process approach. The process approach is one of the main management concepts, which includes the management of interconnected processes, the analysis and optimization of which allows us to understand and fulfill the requirements of consumers, thereby increasing their level of satisfaction with product quality and service. In this article, one of the most important business processes of the Complaint Management organization is examined in detail, which directly affects customer satisfaction and the image of the organization as a whole. The authors present a general description and one of the possible ways to optimize this business process. In the work, special attention is paid to the functional models of «AS-IS» the main weaknesses were identified and ways to improve process performance indicators were proposed. Based on recommendations for improving the process, the «AS-TO-BE» functional model was created, which made it possible to visualize in detail the improved complaint management business process.