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ISO 10002 Deuxième édition 2014-07-15 Numéro de référence ISO 10002: 2014(F) iTeh STANDARD PREVIEW (standards iteh ai) ISO 10002:2014

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© ISO 2014

Quality management - Customer

satisfaction - Guidelines for complaints handling in or ganizations Management de la qualité - Satisfaction des clients - Lignes directric es pour le traitement des réclamations dans les organismes

INTERNATIONAL

STANDARDISO

10002

Second edition

2014-07-15

Reference number

ISO 10002:2014(E)Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

COPYRIGHT PROTECTED DOCUMENT

© ISO 2014

Tel. + 41 22 749 01 11

Web www.iso.org

Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

© ISO 2014 - All rights reserved iii

Foreword ........................................................................ ..................v

Introduction

........vi 1 S cope .........1 2

Normativ

e references ......................................1 .....................................1 4 Guiding principles ........................................................................ ......................................2 4.4

Responsi

veness ..............................3 ................................3 .................................3 ..........3 5

Complaints-handling fr

amework ........3 5.1 Commitment ................................................................................ .....................................3 6 Planning and design ........................................................................ 7

Operation of c

omplaints-handling process .7 ..........7 ......................7 8

Maintenanc

e and improvement ............7 .......7 ...............8 .......................8 ..............................8 8 ..........9 Annex

A ȋ

Guidance for small businesses

Annex

B ȋ

Form for complainant

Annex

C ȋ

Objectivity

........................13 Annex D

Complaint follow-up form

Annex E

Responses

.........................19Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

G ȋ

Continual monitoring

Annex H Audit ......................................25

Bibliography

.....26Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

Foreword

͸ǡQuality management and quality assuranceǡ

Supporting technologies.

ISO 10002:2014(E)

Introduction

0.1 Ge neral

0.2 Rel ationship with ISO 9

001 and ISO

9 004

vi © ISO 2014 - All rights reservedCopyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

0.3 Rel ationship with ISO 1

0001, ISO

0003 and ISO

1 0004

Copyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

Quality management - Customer satisfaction -

Guidelines for complaints handling in or

ganizations

1 Scope

2 Normative references

ǣʹͲͲͷǡQuality management systems

Fundamentals and vocabulary

3.1 complainant 3.2 complaint

INTERNATIONAL STANDARD ISO 10002:2014(E)

ISO 10002:2014(E)

3.3 customer 3.4 c ustomer satisfaction 3.5 customer service 3.6 feedback 3.7 interested party 3.8 objective 3.9 policy 3.10 process

4 Guiding principles

4.1 General

Adherence to the guiding principles set out in

4.2 to 4.10

4.2 Visibility

4.3 Accessibility

2 © ISO 2014 - All rights reservedCopyrighted material licensed to Isatis Group http://st2014.ir. This copy downloaded on 2014-10-28 06:36:56 -0500

ISO 10002:2014(E)

4.4 Responsiveness

4.5 Objectivity

4.6 Charges

4.8 Customer-focused approach

4.9 Accountability

4.10 Continual improvement

5 Complaints-handling framework

5.1 Commitment

ISO 10002:2014(E)

5.2 Policy

5.3 Responsibility and authority

5.3.1 ǣ

(see

5.3.2Ǣ

5.3.2 5.3.3

ISO 10002:2014(E)

5.3.4 5.3.5

All personnel should

6 Planning and design

6.1 General

6.2 Objectives

6.3 Activities

ISO 10002:2014(E)

6.4 Resources

7 Operation of complaints-handling process

7.1 Communication

7.9ȌǢ

7.2 Receipt of complaints

the following: D.

7.3 Tracking of complaints

ISO 10002:2014(E)

7.4 Acknowledgement of complaints

7.5 Initial assessment of complaints

7.6 Investigation of complaints

7.7 Response to complaints

7.8 Communicating the decision

7.9 Closing complaints

8 Maintenance and improvement

8.1 Collection of information

This should include the following:

ISO 10002:2014(E)

the public.

8.2 Analysis and evaluation of complaints

8.3 Satisfaction with the complaints-handling process

8.4 Monitoring of the complaints-handling process

8.5 Auditing of the complaints-handling process

8.6 Management review of the complaints-handling process

8.6.1 Ǧ

ISO 10002:2014(E)

8.6.2 8.6.3 improvement.

8.7 Continual improvement

ISO 10002:2014(E)

Annex A

Guidance for small businesses

Be open to complaintsǣǡǡ (see 4.

2Ȍǡǣ

Co llect and record complaints (see D). Ac knowledge your receiptȋ 7.4). As sess the complaint for validityǡǡȋ7.5). Re solve as soon as practically possibleǡ 7.7). Gi ve information to the customer 7.8). Whquotesdbs_dbs4.pdfusesText_8

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