ISO 10002:2018 (Customer satisfaction Quality Management Systems)
This document provides guidance for the claims process for products and services within the organization, including planning, design, development, operation, maintenance, and enhancements. The described claims process is appropriate to be used as one of the processes of the overall quality management system.
Note In this document, "product" and "service" refer to the output of an organization that is necessary or necessary for the customer.
This document is intended for use by any organization, regardless of its type and size, or the products and services offered. It is also for use by organizations in all fields. Appendix B provides specific guidance for small businesses.
This document addresses the following aspects of dealing with a claim:
» Improve customer satisfaction by creating a customer-centric environment that is open to comments (including complaints), resolving all complaints received, and enhancing an organization's ability to improve its products and services, including service. Customer
» Management involvement and commitment through proper acquisition and deployment of resources including staff training
» Identify and respond to the needs and expectations of complainants
» Providing complainants an open, efficient and easy to use complaint process
» Analyze and evaluate complaints to improve the quality of products and services, including customer service
» Verification of Complaint Procedure
» Review the effectiveness and efficiency of the complaint process.
Benefits of ISO 10002: 2018
There are many benefits to implementing the ISO 10002 standard, including: improved customer retention, stronger brand reputation, operational efficiencies, improved communication, ongoing relationships and improvements within a company.
» ISO 10002 provides a basis for the review and analysis of the claims process; It is about identifying areas where improvements can be made.
» Let's face it; Customer dissatisfaction can severely damage reputation, people often talk and tell others when they are dissatisfied. With ISO 10002 certification, you can help support your business and strengthen your brand. Understanding a complaint is important, so you can manage it effectively and fully satisfy your customers.
» Better Relationship
» Continual improvement
» Transparent System
» Customer Satisfaction
» Brand Improvement
» Management Focus
ISO 10002:2018 Certification Family
» ISO 10001 Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
» ISO 10002 Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
» ISO 10003 Quality Management – Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations
» ISO 10004 Quality Management – Customer Satisfaction – Guidelines for Monitoring and Measuring
» ISO 10005 Quality Management Systems – Guidelines for Quality Plans
» ISO 10006 Quality Management Systems – Guidelines for Quality Management in Projects
» ISO 10007 Quality Management Systems – Guidelines for Configuration Management
» ISO 10008 Quality Management – Customer Satisfaction – Guidelines for Business-to-Consumer Electronic Commerce Transactions
» ISO 10012 Measurement Management Systems – Requirements for Measurement Processes and measuring equipment
» ISO/TR 10013 Guidelines for Quality Management System Documentation
» ISO 10014 Quality Management – Guidelines for Realizing Financial and Economic Benefits
» ISO 10015 Quality Management – Guidelines for Training
» ISO/TR 10017 Guidance on Statistical Techniques for ISO 9001
» ISO 10018 Quality Management – Guidelines on People Involvement and Competence
» ISO 10019 Guidelines for the Selection of Quality Management System Consultants and Use of Their Services