Service tickets as a way to gather feedback from members of the law department

An article describes a practice at HCL Technologies, an Indian IT services company, whereby the company collects immediate comments by employees. As portrayed by MIT Sloan Mgt. Rev., Vol. 50, Winter 2009 at 46, employees can fill out “service tickets” any time they have a concern – “about the work they do, expenses or something as simple as the chairs they sit on.”

Only the employee who creates the service ticket can close it out, and the CEO monitors the number of open service tickets as a measure of the company’s responsiveness to its employees. A legal team could institute something like this, if and only if members of the department trust the absolute confidentiality of the complaint/suggestion process.

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