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Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations by ISO/TC 176/SC 3 Supporting technologies is a reference work available to read on EtoBox.

What is Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations about?

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

Who reads Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations?

Author

ISO/TC 176/SC 3 Supporting technologies

Publisher

ISO

Published

2014

Language

EN

Category

reference