There should be an effective system on site for recording and monitoring complaints and compliments received.
Employees on site of the Doorstroom Station project in Utrecht, used a mapping system to record complaints.
When a complaint was received, the site manager pinned the location of the complaint on a map; this was located in a prominent area of the construction site for the workforce to see. At a glance you could quickly and easily see where the complaints were coming from.
The site team would appropriately respond to the complaint, but could also look for any patterns or areas of concern, as they were aware of the location complaints were coming in from the community.
This system helped the site to monitor and follow up any issues and look to continuously improve from lessons learnt. The use of a visual map also kept issues relevant and in workers minds.
Entry submitted by Bewuste Bouwers 'Conscious Builders' - witnessed at BAM Rail and Volker Rail - October 2014
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