ISO 10002:2004 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 intended to change any rights or obligations provided by applicable statutory or regulatory requirements
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 proces
Additional Information:
Item Code: ISO10002
Pay Mode Terms: T/T (Bank Transfer),D/A,Other
Port of Dispatch: Mumbai
ISO 10002:2018 – Quality Management, Customer Satisfaction ISO 10002:2018 is an international standard that provides guidance for organizations on how […]
ISO 10002:2018 Quality Management ,Customer Satisfaction Read More »
