What is ISO 10002:2018 Certification
This standard provides guidance in defining and processes to monitor and measure customer complaint handling in organization.It is intended for use by organizations regardless of type, size or product provided. The focus of this standard is on customers satisfaction.
Advantages:
This standard provides guidance in defining processes to monitor and measure customer complaint handling in any type of organization. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and the organization.
Identify trends and therewith eliminate causes of complaints, encourage personnel to improve their skills in working with customers, basis for continual review and analysis of the complaints-handling process.
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 10002 Structure
It was first released in year 2012 and later on upgraded in 2018 with main 8 clauses and 6 Annexure are as follows:
Clauses
1. Introduction & Scope
2. References
3. Terms & Condition
4. Guiding principals
5. Complaints-Handling framework
6. Planning, Design and Development
7. Operation of complaints-handling process
8. Maintenance & Improvement
Annexure
Annex A-Interrelationship of ISO 10001, 10002, ISO 10004 and 10002.
Annex B-Guidance for small business
Annex C-Form for complainant
Annex D-Objectivity
Annex E- Complaint handling flowchart
Annex F-Complaint follow-up form
Annex G-Responses
Annex H- Escalation flowchart
Annex I- Continual monitoring
Annex J- Audit
How to get / what is Process for ISO certification?
To get the ISO certification, please fill up below given form & our team will contact you.
Step-1 Query from the Client
Step-2 Filling up the Application form
Step-3 Agreement Approval
Step-4 Stage-1 Audit
Step-5 Stage-1 Audit NC’s Closing
Step-6 Stage-2 Audit
Step-7 Stage-2 Audit NC’s Closing
Step-8 Certificate Release