Standard: ISO 10002
QUALITY MANAGEMENT — CUSTOMER SATISFACTION — GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS TECHNICAL CORRIGENDUM 1
This standard is available for individual purchase.
IHS Standards Expert subscription, simplifies and expedites the process for finding and managing standards by giving you access to standards from over 370 standards developing organizations (SDOs).FEATURES & BENEFITS
- Maximize product development and R&D with direct access to over 1.6 million standards
- Discover new markets: Identify unmet needs and discover next-generation technologies
- Improve quality by leveraging consistent standards to meet customer and market requirements
- Minimize risk: Mitigate liability and better understand compliance regulations
- Boost efficiency: Speed up research, capture and reuse expertise
HOW TO SUBSCRIBE
This International Standard provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
This International Standard is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.
This International Standard addresses the following aspects of complaints handling:
a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
c) recognizing and addressing the needs and expectations of complainants;
d) providing complainants with an open, effective, and easy-to-use complaints process;
e) analysing and evaluating complaints in order to improve the product and customer service quality;
f) auditing of the complaints-handling process;
g) reviewing the effectiveness and efficiency of the complaints-handling process.
|Organization:||International Organization for Standardization|
|Document Number:||iso 10002|
|Most Recent Revision:||YES|
|Document #||Change Type||Update Date||Revision||Status|
|ISO 10002||Change Type: COR1||Revision: 1ST||Status: INAC|
|ISO 10002||Change Type: COR1||Update Date: 2009-07-15||Revision: 1ST||Status: INAC|
|ISO 10002||Change Type: STCH||Update Date: 2004-07-01||Revision: 1ST||Status: INAC|
|ISO 10002||Change Type:||Revision:||Status: INAC|
This Standard References
Showing 10 of 10.