Handling a grievance
From the incoming grievance through review to the response.
Tell the AI what runs differently at your company and get the adapted process back in seconds. The download gives you BPMN 2.0 XML, ready to import into any BPMS.
How to tell whether the process works
Share of grievances answered within the deadline, target 98 percent.
6 steps, 2 lanes
Customer service
Grievance office
Continue with your business address
The full diagram, the process record and the files are reserved for business addresses.
- The complete diagram
- All 6 steps in full
- Goal, scope and trigger
- Inputs and outputs per step
- Every metric with its target
- Risks, opportunities and business rules
- Standards and legal basis
- The BPMN file, ready to import
When this template fits
Who it is for
For companies with walk-in customers or regulated complaint channels, such as services and insurers. Unlike a product complaint, a grievance concerns conduct or service rather than a faulty product.
Where it typically stalls
At the deadline. Grievances often carry a promised or prescribed response time that nobody monitors, because the grievance arrives by email and stays there. The template makes acknowledgement the first step, with a deadline.
What it connects to
Closely related is complaint handling, which takes the same path for product defects. Where the grievance leads to root cause analysis, corrective action follows.
Relation to standards
Customer feedback is an input to the management review and the way it is handled must be defined. The template keeps capture, assessment and response apart.
Part of these process maps
A single process says little about where it sits in the company. These maps show it among its neighbours.
- ServicesThe process landscape of a service company, from enquiry through delivery to invoicing.
- InsuranceThe process landscape of an insurer, from application through policy to the reported claim.
What people ask first
Can the template be imported into another tool?
Yes. The file is BPMN 2.0 XML and imports into any BPMS that supports the standard.
May I hand the template out in training sessions?
Yes. All templates are published under CC BY 4.0, so you may print, share and teach with them as long as you credit Procevia as the source.