Project Owners, or as contractually known as “Employer”, is one of the most critical stakeholders that needs to be managed and ensure their continuous support for the project. Failing to address and resolve complaints that they might raise could lead to drastic impacts that could directly impact the project objectives. This requires having a formal process for managing and resolving all Employer’s Complaints.
Using a Project Management Information System (PMIS) like PMWeb can help in enforcing a formal process for monitoring and tracking Employer’s Complaints and ensure that it is part of the project’s performance dashboard. PMWeb custom form builder will be used to create the form that the Employer can use directly to file a complaint or used by the project team to capture and manage those complaints. The form will detail on how, when and the method the complaint was received as well as the details of complaint. The form will also include fields to capture the immediate actions to be taken to address the complaint and by who and when, the investigation results of what has caused the complaint and the measures to be taken to prevent the recurrence of those causes.
The attachment tab for the Employer Complaint form will be used to attach the complaint letter or email sent by the employer as well as attach documents and link PMWeb records that have a relation to the raised complaint. Similar to all other project’s documents, those documents will be stored in PMWeb document management repository.
The Employer Complaint form workflow will be used to ensure that the complaint is distributed to the right project team members. The final approval of the workflow process will be assigned to the Project Executive or some other senior company executive who will be the only authorized individual to close the complaint.
The Employer Complaint Report will maintain a real-time register of all complaints raised on the project showing the details captured in the Employer Complaint form. The form will have visuals to show status of all Employer Complaints, employer complaints by bid package and average time taken to close those complaints.