ISO 10002:2014 pdf download.Quality management-Customer satisfaction - Guidelines for complaints handling in organizations.
NOTE In ISO 9000:2005, “product Is defined as the result of a process which encompasses four generic product categories: services, software, hardware and processed materials. Throughout the text of this International Standard, wherever the term product is used, It can also mean servlce,
The handling of complaints through a process as described in this International Standard can enhance customer satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and International competitiveness.
Implementation of the process described in this International Standard can
— provide a complainant with access to an open and responsive complaints-handling process.
— enhance the ability of the organization to resolve complaints In a consistent, systematic. and responsive manner, to the satisfaction of the complainant and the organization,
— enhance the ability of an organization to Identify trends and eliminate causes of complaints, and improve the organization’s operations,
— help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers, and
— provide a basis for continual rcvew and analysis of the complaints-handliiig process, the reolutiun of complaints, and process Improvements made.
Organizations can use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes.
0.2 RelationshIp with ISO 9001 and ISO 9004
This International Standard is compatible with ISO 9001 and ISO 9004, and supports the objectives of these two International Standards through the effective and efficient application of a complaints- handling process. It can also be used independently of them.
ISO 9001 specIfies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. The process for complaints handling described in this International Standard can be used as an element of a quality management system.
The handling of complaints through a process as described in this International Standard can enhance customer satisfaction. Encouraging customer feedback, including complaints if customers are not satisfied, can offer opportunities to maintain or enhance customer loyalty and approval, and improve domestic and International competitiveness.
Implementation of the process described in this International Standard can
— provide a complainant with access to an open and responsive complaints-handling process.
— enhance the ability of the organization to resolve complaints In a consistent, systematic. and responsive manner, to the satisfaction of the complainant and the organization,
— enhance the ability of an organization to Identify trends and eliminate causes of complaints, and improve the organization’s operations,
— help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers, and
— provide a basis for continual rcvew and analysis of the complaints-handliiig process, the reolutiun of complaints, and process Improvements made.
Organizations can use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes.
0.2 RelationshIp with ISO 9001 and ISO 9004
This International Standard is compatible with ISO 9001 and ISO 9004, and supports the objectives of these two International Standards through the effective and efficient application of a complaints- handling process. It can also be used independently of them.
ISO 9001 specIfies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. The process for complaints handling described in this International Standard can be used as an element of a quality management system.
