ISO 10002:2004

$41.60

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

Published By	Publication Date	Number of Pages
ISO	2004-07	32

Guaranteed Safe Checkout

Categories: 03.120.10 - Quality management and quality assurance, ISO

If you have any questions, feel free to reach out to our online customer service team by clicking on the bottom right corner. We’re here to assist you 24/7.
Email:[email protected]

Description

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 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.

Additional information

Published Code	ISO
Published By	International Organization for Standardization
Publication Date	2004-07
Pages Count	32
Language	English
Edition	1
File Size	491.5 KB
ICS Codes	03.120.10 - Quality management and quality assurance

Preview PDF


PDF Format	Searchable	Printable	Preview Now

ISO 10002:2004

Related products