This project aims to implement a standardized and digitized customer feedback management process for the Schweizerische Verband für Gemeinschaftsaufgaben der Krankenversicherer (SVK). It complies with the continuous improvement requirements of ISO 9001:2015, specifically clauses 9.1.2 (Customer Satisfaction) and 9.1.3 (Analysis and Evaluation).
The new system leverages Camunda 7 for workflow orchestration and BPMN 2.0 / DMN for structured process and decision modeling. The goal is to systematically collect, classify, process, and analyze customer feedback while improving transparency, accountability, and responsiveness across departments.
During an ISO 9001:2015 audit in 2018, SVK was advised to improve its feedback management procedures. In response, a PDF-based feedback form was introduced. However, due to lack of integration, clarity, and ownership, usage remained sporadic.
To ensure audit readiness by August 2025, SVK now introduces a centralized and executable business process, ensuring:
- Clear process ownership and traceability
- Automated follow-ups and stakeholder communication
- Compliance with ISO and internal quality goals
- Alignment with best practices in business process management (BPM)
The overarching goal is to digitally transform SVK’s feedback management by introducing:
- A central role (Feedback Master) responsible for classification, routing, and process monitoring
- A Review Board that evaluates feedback outcomes biweekly to promote continuous improvement
- Structured, scenario-based process logic that ensures consistency
- Full audit-traceability through Camunda’s workflow engine
- Transparency and responsiveness for internal and external stakeholders
| Component | Purpose |
|---|---|
| Camunda 7 | Workflow automation and BPM execution |
| BPMN 2.0 | Process modeling language |
| DMN | Business rule modeling for routing/classification |
| JotForm | Frontend for stakeholder feedback capture |
| REST APIs | TBD |
A dedicated employee (or team) who is responsible for:
- Receiving and classifying all feedback
- Routing feedback to the appropriate department
- Managing SLA deadlines, follow-ups, and escalations
- Ensuring communication with stakeholders
- Maintaining data quality and traceability
A cross-functional board that:
- Meets biweekly to review all feedback (processed and open)
- Identifies trends, recurring issues, or systemic opportunities
- Oversees feedback categories like praise and complaints
- Ensures the ISO 9001:2015 cycle of improvement is embedded
The current feedback process at SVK has significant structural weaknesses:
- Feedback is collected informally via email, phone, or paper
- There is no central system or responsible role
- Processing is inconsistent and undocumented
- No escalation exists for unresolved or critical feedback
- Stakeholders receive no updates or closure
- There is no structured categorization or trend reporting
CURRENTLY IN DEVELOPMENT PHASE.
As a first step, different Handling Scenarios for different types of feedback have been defined.
-
Scenario 1: Low-urgency suggestions or negative feedback are added to the Review Board backlog for periodic review. They might still be handled operationally but are tracked to identify recurring themes.
-
Scenario 2: High-impact or complex feedback is forwarded to the appropriate department. The Feedback Master identifies and assigns the responsible team during classification.
-
Scenario 3: Routine issues that the Feedback Master can resolve directly are implemented immediately. The stakeholder is notified, and the resolution is logged.
-
Scenario 4: Positive feedback (e.g., praise or kudos) is stored in the Review Board backlog for potential sharing and celebration during regular review meetings.
| Name | |
|---|---|
| Julie Klingelschmitt | julie.klingelschmitt@students.fhnw.ch |
| Kevin Maier | kevin.maier@students.fhnw.ch |
| Loris Mariño | loris.marino@students.fhnw.ch |
| Ramona Stadler | ramona.stadler@students.fhnw.ch |
| Name | |
|---|---|
| Andreas Martin | andreas.martin@fhnw.ch |
| Charuta Pande | charuta.pande@fhnw.ch |
| Devid Montecchiari | devid.montecchiari@fhnw.ch |