There is an inherent quality of greed in nature of human beings that makes them ask for more. Be it a product or a service, the list of expectations by human beings is less likely to subside rather it continues to grow. To keep up with these growing expectations, industries need to take nonstop feedback from their customers or clients. Then, they work on their product or service in light of that feedback and thus enable themselves to not only keep their customer base intact but also increase it. There are many feedback taking systems around the world. One such system is the Pakistan Citizen Portal (PCP) that is operated on governmental level in Pakistan. The PCP is a complaint resolution system that receives complaints from the general public regarding their interaction and experiences in daily life. However, the problem gets aggravated for them when their complaints do not get resolved and they do not get timely relief. This study focuses mainly on discovering the potential causes of delay in complaint resolution process in the PCP. This is done by using a modular approach deploying a natural processing language and Lean Six Sigma (LSS). The earlier part of the modular approach is used for introducing an element of priority whereas its later part is used to streamline the existing complaint resolution process in the PCP by removing waste in the form of non-value adding activities and variance. An algorithm has been developed for this purpose which detects the particular keywords related to price control and highlighting them for getting resolved on priority basis. It is noteworthy that this study focuses only on price control domain of the PCP. Moreover, this study also presents a comparative analysis of the existing process, the process after application of LSS only and the process after application of the modular approach of this study. It can be seen that the existing overall complaint resolution time is around 40 days. After the application of LSS, it was reduced to around 31.5 days. However, using the modular approach of this study, it was successfully reduced to around 21.5 days, thereby increasing the overall efficiency of the PCP by around 48 percent and hence serving the ultimate purpose of public satisfaction.

Index Terms- Lean Six Sigma, Pakistan Citizen Portal, Complaint Resolution System