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ISO 10002:2014
Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations
STANDARD published on 17.7.2014
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The information about the standard:
Designation standards: ISO 10002:2014
Publication date standards: 17.7.2014
SKU: NS-421486
The number of pages: 26
Approximate weight : 78 g (0.17 lbs)
Country: International technical standard
The category - similar standards:
Annotation of standard text ISO 10002:2014 :
ISO 10002:2014 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 10002:2014 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 10002:2014 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.
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