<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "Improving accessibility and responsiveness in a complaints management system"^^ . "An effective complaint management system is an essential part of quality services. Complaints and \r\ncompliments are valuable sources of information that organizations can use to improve programme \r\ndelivery and service. This applies to all organizations, including Higher Educational Institutions (HEIs). \r\nWhen students complain (express their dissatisfaction) there should be a complaints policy for students to \r\nreadily lodge complaints and staff should be responsive to the complaints. There was a recent study in \r\nOpen University Malaysia (OUM) where accessibility and responsiveness were found to be significant \r\npredictors of student satisfaction (Latifah A.L. et. al., 2009). This paper aims to examine complaints \r\nmanagement of OUM with regard to accessibility and responsiveness. The study is carried out using a \r\nsurvey method utilizing questionnaires of 12 items grouped into 2 dimensions namely accessibility and \r\nresponsiveness, involving 100 OUM staff as respondents. The questions were based on the principles of \r\neffective Complaints Management System used by Graham & Lennard, (2007) and closely refered to the \r\nBS ISO 10002:2004. The result is analyzed using Lean Six Sigma approach using the 5-step method of \r\nDefine, Measure, Analyse, Improve and Control (DMAIC). The findings suggest that there is a low level \r\nof accessibility and responsiveness in OUM’s complaints management system. This implies that there is a \r\nneed to have in place easily accessible and well-publicized mechanisms for resolving complaints. In \r\naddition, a responsive complaints management system should allow staff to handle complaints quickly \r\nand should include established time limits for action that reflect the complexity of the problems. It \r\nshould also allow staff to keep learners informed of the progress of their complaints throughout the \r\nprocess. Research has shown that relatively few disgruntled learners bother to complain. As a result, \r\nevery complaint received provides a window into a much larger pool of dissatisfaction. By dealing with \r\nthe causes of this dissatisfaction, institutions can reduce further complaints and keep learners contented. (Authors' abstract)"^^ . "2010" . . . "E-leader Singapore "^^ . . . . . . . . . . . . . . "Pooyan Yousefi "^^ . "Fard"^^ . "Pooyan Yousefi Fard"^^ . . ""^^ . "Latifah Abdol Latif"^^ . " Latifah Abdol Latif"^^ . . ""^^ . "Ramli Bahroom"^^ . " Ramli Bahroom"^^ . . "Open University Malaysia (OUM)"^^ . . . . . . . "Improving accessibility and responsiveness in a complaints management system (Text)"^^ . . . . . "Fard-Complaints.pdf"^^ . . . "Improving accessibility and responsiveness in a complaints management system (Other)"^^ . . . . . . "lightbox.jpg"^^ . . . "Improving accessibility and responsiveness in a complaints management system (Other)"^^ . . . . . . "preview.jpg"^^ . . . "Improving accessibility and responsiveness in a complaints management system (Other)"^^ . . . . . . "medium.jpg"^^ . . . "Improving accessibility and responsiveness in a complaints management system (Other)"^^ . . . . . . "small.jpg"^^ . . . "Improving accessibility and responsiveness in a complaints management system (Other)"^^ . . . . . . "indexcodes.txt"^^ . . "HTML Summary of #343 \n\nImproving accessibility and responsiveness in a complaints management system\n\n" . "text/html" . . . "LC5201 Education extension. Adult education. Continuing education"@en . .