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Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (ISO 10002:2014, IDT)
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ISO 10002:2014 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. ISO 10002:2014 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. ISO 10002:2014 addresses the following aspects of complaints handling:
- 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;
- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
- recognizing and addressing the needs and expectations of complainants;
- providing complainants with an open, effective, and easy-to-use complaints process;
- analysing and evaluating complaints in order to improve the product and customer service quality;
- auditing of the complaints-handling process;
- reviewing the effectiveness and efficiency of the complaints-handling process.
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Designation Name
SS-ISO 10002:2015
Revision Level
2015 EDITION
Status
Superseded
Publication Date
Jan. 16, 2015
Language(s)
English
Page Count
44
International Equivalent
ISO 10002:2014(IDT)