April <I>CMM</I>: Measuring CRUMIE complaints
April 16, 2009
The April issue of CM/Cleaning & Maintenance Management® magazine is now available online, featuring part one of Vince Elliott''s Fact-based Management column on measuring convenience, repeat, urgent, mission-critical, image and employee (CRUMIE) complaints.
Elliott states that the reality is that while all complaints are not a service failure, complaints do reflect a wide range of perceived failures.
He notes that the CRUMIE complaint model allows both the buyer and the service provider to understand the seriousness of the complaint and its cause and set customer expectations about service failure and complaints, sometimes related to service level agreements.
Elliott adds that convenience complaints are probably the most common type of complaint received.
According to Elliott, aside from a disappointed occupant, there is little, if any, impact on the ability of the company to function effectively from a convenience complaint.
Vincent F. Elliott is the founder, president and CEO of Elliott Affiliates, Ltd. of Hunt Valley, MD, www.ealtd.com. He is widely recognized as the leading authority in the design and utilization of best practice performance-driven techniques for janitorial outsourcing and ongoing management.
Click here to view the digital version of the April issue.