ISO 10002:2018 Quality Management ,Customer Satisfaction

ISO 10002:2018 is a standard published by the International Organization for Standardization (ISO) titled “Quality management – Customer satisfaction – Guidelines for complaints handling in organizations.” This standard provides guidance on how organizations can effectively handle complaints from customers, thus improving customer satisfaction and overall quality management processes.

Key components and guidelines outlined in ISO 10002:2018 include:

1. Scope: The standard outlines the scope of its application, which covers complaints relating to the products and services provided by an organization.
2. Principles: ISO 10002 emphasizes the importance of principles such as transparency, accessibility, objectivity, confidentiality, accountability, and customer-focused approach in handling complaints.
3. Responsibilities: It defines the responsibilities of the organization in establishing a complaints handling process, including leadership commitment, resource allocation, and ensuring the effectiveness of the process.
4. Complaints handling process: The standard provides guidelines on establishing a structured process for handling complaints, including procedures for receiving, recording, acknowledging, investigating, responding to, and resolving complaints.
5. Complaints resolution: ISO 10002 emphasizes the importance of resolving complaints promptly and effectively, including providing appropriate remedies to customers and implementing corrective actions to prevent recurrence of similar complaints.
6. Monitoring and measurement: It recommends organizations to monitor and measure their complaints handling process to assess its effectiveness and identify areas for improvement.
7. Continual improvement: ISO 10002 promotes a culture of continual improvement by encouraging organizations to analyze complaints data, identify trends, and take proactive measures to enhance customer satisfaction and prevent future complaints.

Overall, ISO 10002:2018 provides a framework for organizations to establish an effective complaints handling process that contributes to improved customer satisfaction, enhanced reputation, and sustainable business success.

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 intended to change any rights or obligations provided by applicable statutory or regulatory requirements

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

ISO 10002:2018 Quality Management ,Customer Satisfaction

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 proces