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Continuous improvement is the name given to a process of constant review and improvement.  The idea behind this system is to remedy all errors as soon as they are noted, and where possible to stop such mistakes or accidents happening again.  This is a vital part of Quality Management.

Feedback and error logging are the key tools which are used in a process of continuous improvement.  Many businesses and organisations are wary of client or employee feedback systems, because they are vulnerable to misuse, and can cause implications in terms of public or private liability.  Feedback is of course an important part of personnel management and is seen warily once again by employees and others subject to it, often preferring to go unrewarded than to invite feedback and discussion.  When a feedback system is used as part of an overall quality management system, however, it will be clear when feedback is being used unfairly, and steps can be taken to address any misuse or inaccuracy.   

Error logging is a kind of feedback which works in a precise way, and is normally undertaken by employees, or users of electronic systems.  This kind of feedback is used to detect errors of any kind and to ensure that they are remedied in line with any policies or frameworks.  Keeping a proper error log much negative feedback. 

Understanding Feedback

Positive Feedback
Positive feedback is wonderful and everyone likes to receive it.  It is very important to make sure that employees receive positive feedback as it encourages commitment to the organisation and enables them to work better.  Positive feedback has to be properly understood however, as it is often misused or misunderstood.  Positive feedback is sometimes delivered with caveats – this can be helpful, but can often be discouraging.  The caveats should always be applicable to the actual event being discussed, otherwise they are pointless and cause ill-will.  Similarly, positive feedback is best focussed on specific items or events, and should not be given without good cause.  However, some people require more good feedback than others (perhaps due to responding worse than others to negative feedback), this should be accommodated where appropriate.  Underachievers may benefit from good feedback for attempting tasks which others do without effort.

When assessing positive feedback from clients or employees, consider the actual points they make as well as their overall impression.  You may find that a positive response implies a negative event, such as a lack of organisation or discipline.

Negative Feedback
In terms of delivering negative feedback to employees or other people directly, attempts should be made to balance this negative feedback with positive feedback, although not necessarily at the same time.  Providing negative and positive feedback at the same time can be a source of confusion to the recipient.  Instead wait for a suitable moment to provide positive feedback, either when the task or event in question is finally complete and correct, the obstacle overcome, or if this seems quite a long way away, take the time to assess their overall behaviour and deal with it in a positive light.

When assessing negative feedback provided from employees or clients, you should be aware that negative points of view often seem unreasonable or childish.  These kinds of negative feedback are important, since if nothing else they indicate that communications need to be improved.  Negative feedback can be a sign that you are not engaging with your stakeholders.   Some kinds of negative feedback may also require investigations, even of a criminal nature.   Negative feedback is a very important part of making sure that your organisation is operating correctly, and should not be seen as an attack, but as an opportunity for improving existing problems or issues.

Neutral Feedback
Neutral feedback is given when people report a problem which is a simple error, either human or automated, which has had no major effect on their affairs.  This kind of neutral feedback is used to update systems, procedures or processes.  If an unusually large number of these items are related to one worker or system, this may trigger negative feedback. Sometimes, either positive or negative feedback may actually reflect neutral feedback.   Positive feedback can neutral when it reflects the opinions of someone predisposed to like something or unable to understand it.

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