ISO 10002 Quality management - Customer satisfaction - Guidelines for …
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1. Overview of ISO 10002
ISO 10002 provides guidelines for the processes of handling product-related complaints within an organization, including planning, design, operation, maintenance, and improvement. In other words, it helps to systematize the process for effectively receiving, managing, and resolving customer complaints, enabling the establishment of an optimal system, and is suitable for use as a process in quality management systems.
2. Basic Principles of Complaints Handling
To ensure effective complaint handling, it is recommended to follow the basic principles of complaint handling listed below.
①Commitment - The organization should be actively committed to defining and implementing a complaints-handing process.
②Capacity - Suffiecient resources should be made available for and committed to compliants handing, and should be managed effectively and efficiently.
③Transparency - The complaints-handling process should be communicated to customers, personnel and other relevant interested parties. Individual complainants should be provieded with adequate information about the handling of their complaint.
④Accessibility - The process for handling complaints must be easily accessible and available to all complainants, with information provided in a clear and understandable manner, and alternative methods should be provided to assist with any difficulties that may arise from language or format.
⑤Responsiveness - The organization should adress the needs and expectations of customers with respect to complaints handling.
⑥Objectivity - Each complaint should be addressed in an equitable, objective and unbiased manner through the complaints-handling process.
⑦Charges - Acess to the complaints-handling process should be free of charge to the complainant.
⑧Information integrity - The organization should ensure that the information about its complaints handling is accurate and not misleading, and that data collected are relevant, correct, complete, meaningful and useful.
⑨Confidentiality - The personal information of the complainant should only be used when necessary for the complaint handling process and should be protected unless the customer agrees to disclosure of such information.
⑩Customer-foucused approach - The organization should adopt a customer-focused approach with respect to handling complaints and should be open to feedback.
⑪Acountability - The organization should establish and maintain accountability for, and reporting on, the decisions and actions with respect to complaints handling.
⑫Improvement - Increased effectiveness and efficiency of the complaints-handling process should be a permanent objective of the organization.
⑬Competence - Organization personnel should have the personal attributes, skills, training, education and experience necessary to handle complaints.
⑭Timeliness - Compliants should be handled as expeditiously as feasible given the nature of the complaint and of the process used.
3. Benefits of ISO 10002
• Establishing a systematic management system for handling customer complaints.
• Systematic handling of customer complaints lead to improved customer satisfaction on an individual level as well as overall customer satisfaction performance.
• Preventing customer attrition through improving customer service.
• Improvement of customer level and increase in consumer awareness of rights.
• Response to customer inquiries due to product and service diversification.
• Enhancement of customer trust through providing a systematic customer complaint handling process.
• Securing a competitive edge and continuous improvement of customer satisfaction by systematically responding to and managing customer complaints.
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