Iso 10002 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations
General information Iso 10002 pdf
Number of Pages: 23
Edition: 1 (Monolingual)
Stage: 90.60 (2011-03-17)
TC/SC: TC 176/SC 3
ISO 10002 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 10002:2004 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 10002:2004 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.
ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.
Corrigenda, Amendments and other parts
ISO 10002:2004/Cor 1:2009