ISO 10002:2014 pdf free

ISO 10002:2014 pdf free.Quality management一Customer satisfaction
The organization should plan and design an effective and efficient complaints-handling process in order to increase customer loyalty and satisfaction, and also to improve the quality of the products provided.This process should comprise a set of interrelated activities that function harmoniously and use various personnel, information, material, financial, and infrastructure resources to conform to the complaints-handling policy and achieve the objectives. The organization should take into account the best practices of other organizations with regard to complaints handling.
Top management should ensure that the complaints-handling objectives are established for relevant functions and levels within the organization. These objectives should be measurable and consistent with the complaints-handling policy. These objectives should be set at regular intervals as detailed performance criteria.
Top management should ensure that the planning of the complaints-handling process is carried out in order to maintain and increase customer satisfaction. The complaints-handling process can be linked to and aligned with other processes of the quality management system of the organization.
In order to ensure that the complaints-handling process operates effectively and efficiently, top management should assess the needs for resources and provide them. These include resources such as personnel, training, procedures, documentation, specialist support, materials and equipment, computer hardware and software, and finances.
The selection, support and training of personnel involved in the complaints-handling process are particularly important factors.
Information concerning the complaints-handling process, such as brochures, pamphlets, or electronic-based information, should be made readily available to customers, complainants, and other interested parties. Such information should be provided in clear language and, so far as is reasonable, in formats accessible to all, so that no complainants are disadvantaged. The following are examples of such information:
– where complaints can be made;
– how complaints can be made;
– information to be provided by the complainant (see Annex B);
– the process for handling complaints;
– time periods associated with various stages in the process;
– the complainant’s options for remedy, including external means (see 7.9);
– how the complainant can obtain feedback on the status of the complaint.ISO 10002 pdf download.