ISO 10002:2004
ISO 10002:2014
Complaint Management System
“Customer Satisfaction is customer’s perception of the degree to which the customer’s requirements have been fulfilled.”
“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected."
Introduction
ISO 10002:2014 Complaints Management System 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.
The international standard provides a framework that the information obtained through the complaints handling process can lead to:
· Improvement in products and processes
· Improvement in the reputation of organization
Applicability
Complaint Management System compliant to ISO 10002:2004 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.
ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
Benefits
ISO 10002:2014 addresses all aspects of complaints handling with benefits as below:
Management System
This is a management system; therefore, all ingredients of management system are inherited in the complaint management system compliant to ISO 10002:2014, reviewing the effectiveness and efficiency of the complaints-handling process.
Customer Satisfaction
Enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service;
Management Focus
Management commitment through adequate acquisition and deployment of resources, including personnel training;
Brand Improvement
Certified complaint management system demonstrates to customers and other stakeholders that there is a system for recognizing and addressing the needs and expectations of complainants and there are processes in place to handle, analyze and review complaints to improve the product and customer service quality.
Credibility
Effective complaint Management system helps to ensure that defined responsibilities and procedures to handle and review complaints are in place.
Customer Confidence
By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution and redressal of any of their query or complaints.
Improved Efficiency
Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints and, also, improve organization’s operations.
Better Relationship
System helps to adopt a customer-focused approach to handle, analyze and review complaints and encourage personnel to improve their skills and behavior in working with customers.
Continual improvement
It provides a basis for continual improvement and analysis of complaints-handling process, redressal of complaints with improvements to be made.
Transparent System
Provide complainants with an open, effective and easy-to-use complaints process.
Auditable System
Complaint management system is auditable. As a result, auditing of the complaints-handling process gives accuracy of the system compliance.
Synchronization
It is developed as guidance for an organization's complaints-handling process. It can be used alone or in conjunction with ISO 9001- Quality Management System of Organization.
