Language:
    • Available Formats
    • Options
    • Availability
    • Priced From ( in USD )
    • Printed Edition
    • Ships in 1-2 business days
    • $160.00
    • Add to Cart
    • Printed Edition + PDF
    • Immediate download
    • $208.00
    • Add to Cart

Customers Who Bought This Also Bought

 

About This Item

 

Full 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.

 

Document History

  1. ISO 10002:2014


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

    • Most Recent
  2. ISO 10002:2004

    👀currently
    viewing


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

    • Historical Version
 

Amendments & Errata

  1. ISO 10002/Cor1:2009

    Free
    Download


    Quality management - Customer satisfaction - Guidelines for complaints handling in organizations - Corrigendum 1