Complaint Reporting

Workers should be provided with an easily accessible method to inform procedure writers about problems they encountered and suggestions for improvements (Sutton, 1995; Peres, Smith, Sasangohar, 2018).

Worker comments should be submitted to the procedure writers for review, and applicable procedure updates should occur in a timely fashion so that workers understand that their feedback is invaluable to the organization (Sutton, 1995; Peres, Smith, & Sasangohar, 2018).

Guideline: Updates for Procedure Changes

Common practice is for paper procedures to have a page at the end of the procedure provided for workers to note any problems or suggestions for the procedures they have used. These comments are then submitted to procedure writers for review, and applicable procedure updates should occur in a timely fashion.

Support

Workers are more likely to deviate from a written procedure if they perceive the procedure steps to be insufficient or inaccurate (Ockerman, 2007; Bullemer & Hajdukiewicz, 2004). If procedure updates are not implemented in a timely fashion, workers are likely to believe that their feedback is not valuable to the organization and will likely no longer provide feedback on their experiences with the procedures (Peres, Smith, & Sasangohar, 2018).

Example