M00000279
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ISO 10002 2nd Edition, July 15, 2014 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations TECHNICAL CORRIGENDUM 1
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Availability date: 07/13/2021
Description / Abstract:
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.