Savvy organizations embrace customer feedback—even complaints. They understand that customer complaints are essential indicators of expectations and perceptions of quality. ISO 9001:2015 Quality Management Systems, in clause 9 – Performance Evaluation, requires complaint handling mechanisms.
A growing body of research suggests that serious acts of workplace violence are frequently precipitated by “warning signs” (i.e., less serious incidents and/or observable “behaviours of concern”). Perhaps the most famous example in the cultural consciousness is the continuing signs of mental instability exhibited by Seung Hui Cho for a number of months prior to perpetrating the mass shooting at Virginia Polytechnic Institute (“Virginia Tech”) in April, 2007.