ISO 10002
What's ISO 10002:2004 ?
This System in related to design, plan and implement of effective and efficient process in dealing with comments and complaints from customers and this standard is based on the organization and its customers, complainants and other interested parties benefit.
Advantages of ISO 10002:2004 :
- Providing a simple facilities for complaints available to respond process
- Increasing the organization's ability to deal with comments and complaints to continually
- Increasing the organization's ability to trends identify and causes eliminate of comments and complaints and operations improvement
- Help to organizations for customer approach in resolving complaints and employees encourage to their job skills improvement.
- Establish of basis for review and analysis of the comments and complaints process and resolve them
- Recognize and respect to the needs and expectations of customers
- putting forward of During the complaints process and respect his views.
Definitions :
- Complaints: individual, organization, or its representative, have a dissatisfaction with a service or product.
- Feedback: views return , comments, complaints or satisfaction in related to products or services the customer
- Customer satisfaction: Customer perceptions of the degree to which the customer's requirements fulfilment
Proposal of ISO 10002:2004
- Preparation and Set of the organization's policy and statements .
- Under controlling , integrating , optimizing and classification of documents and records
- Classification and attention to comments and complaints based on urgency and necessity
- Review the effectiveness and efficiency of the comments and complaints handling process
-procedures Compilation and presentation of ways to access to the complete details of the complaint stages and available
- Information related to the process of planning how to deal with comments and complaints
- Preliminary comments and complaints assessment and respond to comments and complaints
- Provide a method for tracking the comments and complaints received
- Analysis and evaluation of comments and complaints for quality improvement of products and customer service
- Analyze the data using a variety of charts, statistical reports from all units of the organization - Analyze the data using a variety of charts, statistical reports from all units of the organization
- Planning , Checklist preparation , perform and record of audit observations and non- Conformities
- Responsibility , deadlines, implement , review of actions taken and the effectiveness of corrective and preventive actions
- Continual improvement in all organizational units and sectors