> Corporate process improvement is not an excuse for treating people badly. An individual human who treats people badly is not allowed to say "well I deal with a lot of people and I need algorithms and sometimes my algorithms don't work so I'm doing my best to improve them".
I don't think you're disagreeing with patio11 here. To wit:
> Sometimes situations which result in external complaints are the result of a process failure, and *in those cases we try to fix the instant case and improve processes in the future*.
I read that as: they prioritize satisfying the immediate, dissatisfied customer first and address process improvement second, which is exactly the priority that you're suggesting. Especially combined with patio11's other suggestion of personally contacting the upper management of the company.
I don't think you're disagreeing with patio11 here. To wit:
> Sometimes situations which result in external complaints are the result of a process failure, and *in those cases we try to fix the instant case and improve processes in the future*.
I read that as: they prioritize satisfying the immediate, dissatisfied customer first and address process improvement second, which is exactly the priority that you're suggesting. Especially combined with patio11's other suggestion of personally contacting the upper management of the company.