Apr
21
Written by:
host
4/21/2010 6:20 PM
If the processes have been designed with customer at the centre (this is the only way to do it as per PBOPlus), then customer must be placed first in all the situations, followed by line boss, followed by functional boss and lastly self .
The sequence may be altered when there is an emergency, but only one guy in the process will be authorised and this person will raise the alarm and redefine the priority.
The priority order to be selected in different situations encountered is given below :
1. Normal Situation and all exceptions – Customer has to be first and boss would readily wait because boss also knows customer is first priority
2. Emergency known to boss only – Boss first and he would tell the emergency before he orders you to change priority
3. A situation that may result in physical harm to self or others - First priority is to protect self and others, even the customers would not mind waiting.
These are the guidelines that will be valid for most business situations