Handling Reported Problems

When problems occur, they need to be analyzed, corrected, and any appropriate changes made ASAP to prevent the same problem from happening again. If we don’t take these steps, the same issues continue to occur, and the company starts going downhill. People who notice the problem is never corrected start to feel hopeless.

It’s ideal to have one central department that takes in, delegates and monitors the solving of problems that is not part of any other department. HR serves as that position.

Employees will report problems directly to HR. HR will handle each one as appropriate. HR will keep a log of problems that are pending and follow up on those that are not yet resolved.

If the problem calls for a repair

If it concerns a repair, refer the correction to the appropriate department.

Speak to the person

If the problem involves a person, try speaking to them about it. Sometimes just a word to remind someone of how we do things is all it takes to straighten it out. Refer to appropriate policy whenever possible.

If the problem involves a policy

Correct the person on correctly applying the policy. If there is no policy that covers that issue, report to the CFO and suggest policy to cover that issue.

If the problem is procedural, talk to the Manager

Forward the issue to the manager of the department to correct procedure as appropriate. Ask for a written (email) report of how they handled it within 48 hours.

Follow up to ensure the problem was resolved

Don’t rely on the other party to handle the problem. If you don’t get a report of how it was handled, ask for it again.

If all else fails, ask for help from an Executive

Sometimes a problem has to walk forward into disciplinary measures. Consult with the Executive in charge of that department as to what should be done.

Repetative or department-wide problems

If HR notices repeated problems in one department, whether by one person or multiple people, escalate it to an Executive that is not part of that department and CC to Leo.