Feedback task management overview
In responding to positive or negative feedback received into the housing organisation, any number of activities will need to be triggered in order to progress the compliment or complaint through to a successful outcome. Depending on the details of the feedback, any number of separate tasks may be required, and these potentially quite varied in nature. Typically, the process of documenting and responding to specific feedback will constitute the creation of a single case, and the inherent activities - the defined tasks - will be a series of discrete and chronological actions, categorised into progressive stages, to be carried out by the allocated case owner within a specified timeframe. Each case must have at least one stage, but invariably might constitute several different feedback stages, each with quite separate tasks aligned to the nature and complexity of the parent case. To maximise the efficient progression of feedback cases, it might be acceptable to conduct some tasks in parallel i.e. the completion of one task being independent of another. Conversely, some tasks may be inextricably linked and therefore dependency rules must exist to define the task relationships and any in-built time lags i.e. dictating the commencement of one task in relation to the completion of its predecessor.
Any number of tasks can be created on the system, mapping the constituent elements of all likely feedback case scenarios to the progressive stages. These tasks would typically be created in advance, as part of the feedback configuration process, and then linked to different stages, as required. A single task - perhaps generic in nature - can be linked to multiple stages but can only appear once within the same stage. In the event that an individual task needs to be replicated within the same feedback stage, a clone of the original task definition must first be created and added to the stage. Simply by adding the task definition to the stage workflow, an end user is able to map out the critical path for the progression of an individual feedback case scenario through any combination of tasks. Thus, when a new feedback case is created in response to formal or informal customer comments, those tasks linked to the workflow path will be triggered automatically for each activated stage. Naturally, there will always be instances where the specific circumstances of a case demand that additional tasks be included; hence, these can easily be added manually, provided they exist within the stage type definition.
Before an individual task can be progressed, it must be assigned an owner. Task ownership always mirrors that of the associated stage and can be allocated to multiple user accounts and overarching roles, representing a wider subset of user accounts that may be automatically assigned responsibility once the feedback case is progressed to that particular stage.
Separate help articles have been created for each key aspect of feedback task management, including:
In addition, separate help articles focus on the progression of feedback tasks, specifically: