Mini Dissertation Project

Complaints Handling Process Improvement in Service

Industry using Six Sigma

Rohit Kaushal Under the Guidance of

21epgp134 Prof. Jighyasu Gaur
 A complaint is a negative statement made by a customer
or partner who is unhappy with the goods, services, or
actions of an organisation.

Introduction The method and process through which businesses

consistently address consumer issues is known as
complaint management.

Complaints Management : An This phenomena is important since complaints are never

treated favourably by businesses and they constantly
Additional Insight discourage recording complaints, which increases
customer misery and unhappiness.
Complaints Management in Ride Hailing company
Complaints are reported by customer/partner via the app, by email, through the website, on social media, or
over the phone. This Process is developed to ensure that Whenever a customer or partner raises a safety
concern via any medium, Ola deals with this in the most appropriate way. All the complaints are recorded on
Zendesk Tool.

Complaints registered can be Safety/Non-Safety related. Safety related tickets are subjected to legal
implications to the business. These safety related tickets has to be reported to legal authorities of Australia
New Zealand depending on the criticality of the complaint.
Objective

The objective of this project is to recommend improvements for complaints handling process in ride hailing
companies through identification of variables that influence the process that increases the efficacy of handling
complaints using six sigma methodology.

Problem statement:

On a random sample check of complaint tickets, there are cases that were identified where safety related tickets
were missed to be reported to the Gov. Authorities of Australia, New Zealand. This raises a concern that there are
gaps in the system.
Literature -
-
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Complaint Management- Review And Additional Insights (Link)
Using Six Sigma to Improve Complaints Handling (Link)
Application of Six Sigma Methodology to Improve Customer

Review -
-
Complaint Management(Link)
Implementation of Six Sigma in Service Industry (Link)
Service recovery and loyalty of Uber sharing economy: The
mediating effect of trust (Link)
- Complaints Handling process of ride hailing company
- Improve Customer Complaint Resolution Process Using Six
Sigma (Link)
Research Questions

1. What are the fundamental causes that impact the complaints handling
process?
2. How to improve the complaints handling process through six sigma
methodology?
Research Methodology
Primary Research: Secondary Research:

- Conduct interviews with on ground agents

Articles White Paper
- Observations: This method involves observing people,
occurrences, and other variables that cause variation
Company Research
in process.
Observation entails measuring and recording Documents Paper
quantitative or qualitative data.
Research Tools:
- Data analysis – Data analysis requires collecting data
and organizing them according to criteria developed Six Sigma Methodology: DMAIC Approach
by the researcher.
This method is useful for discovering trends or
patterns in data.
Thank you !