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I. OBJECTIVE
1. To provide guidelines on reporting of concerns from the outlet
II. DEFINITION OF TERMS
1. Concern – refers to all problems and situations that occur in the outlet that affect or harm the effectiveness of its operations.
III. GENERAL POLICIES
Every single concern of the outlet must be reported to the SOS and to the responsible Team Leader or Supervisor. Concerns that have utmost importance (emergency) must be conveyed as soon as possible.
Time of reporting of concerns must be observed. Reporting during lunch break, late at night, or Sundays are not encouraged except for extreme cases or emergency.
SOS has the obligation to meet and answer every single concern that each outlet has relayed. Emergency cases must be taken action immediately; non-emergency cases must be taken action within 1 week. SOS must confirm effectiveness of the executed action.
Service Crew must make an Incident Report for every incident and send it to SOS. SOS must record all the incidents or concerns.
IV. PROCEDURE FLOWCHART
Flowchart Title
Concerns
V. REFERENCE/INTERFACE PROCESS
Document Title
(Not Applicable)
VI. FORMS AND RECORDS
Form Title
1. Incident Report Slip (IR)
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