Sunday, August 27, 2017

Link Air India staff evaluation to customer feedback: Study

New Delhi: Flagging recurring public grievances about 'unprofessional behaviour' of Air India staff, a government-commissioned study has suggested their performance evaluation be linked to customer feedback, on-time reporting for flights and other parameters.
The study cited "outdated HR policy" and third-party staffing as among key reasons for poor customer service at the loss-making airline, while it has also called for incentives like monthly awards for employees to reduce the number of public grievances.
It was conducted by the Quality Council of India for the Ministry of Personnel, Public Grievances and Pensions, following recommendations of a parliamentary committee.

A total of 20 ministries/departments were selected for the study based on the number of grievances received by them from April 1, 2012 to March 31, 2016 through the Centralised Public Grievance Redress and Monitoring System (CPGRAMS) -- an online system for filing of complaints.

The study was released by Minister of State for Personnel Jitendra Singh on Friday. It involved identification of top grievance categories and recommendations for systemic reforms.
27/08/17 PTI/Economic Times

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