This process is about handling tenant complaints in a $20-$story rental apartment complex. The building manager receives a complaint through telephone, email, fax, written notes, or oral communication. Examples of complaints are typical in a rental apartment, such as noisy neighbours, leakage in the washrooms, and heating not working. After assessing the complaint, if it is deemed a typical problem that does not need immediate action, the manager adds it to the stack of issues to be solved at his convenience.

If the complaint urgent in nature and requires immediate action, the manager acts promptly to eliminate it immediately. Outside help may be required and sought whenever the manager cannot solve the problem himself.Figure $1-$ Tenant complaint handling process

a$.$Provide clear example$($s$)$ of applying ISO $9001$:$2015,$ sub$-$clause $10\mathrm{.}3($Continual improvement$).$

b$.$ Draw a flowchart to detail the continual improvement process based on $10\mathrm{.}3.$

$-$ Make your example$($s$)$ clear. Provide brief explanations of the "how" as needed.

$-$ Be concise and use bullets.

$-$ Clearly state any assumption you made.

$-$ This is an open$-$ended question with no specific answer. I wanted to "sample" your knowledge on the standard and your thought process regarding on its application.