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Handling Customer Complaints by ISO 10002

The document discusses implementing ISO 10002 to handle customer complaints. ISO 10002 aims to provide an open and responsive complaints handling process to resolve complaints systematically and to the satisfaction of the customer. It also aims to help organizations identify trends and improve operations. The guiding principles of ISO 10002 include visibility, accessibility, responsiveness and objectivity of the complaints handling process. The framework involves commitment, policy, responsibilities, planning, operating the process, and maintaining and improving the system through monitoring, auditing and management reviews.

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Lyne Lerin
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874 views14 pages

Handling Customer Complaints by ISO 10002

The document discusses implementing ISO 10002 to handle customer complaints. ISO 10002 aims to provide an open and responsive complaints handling process to resolve complaints systematically and to the satisfaction of the customer. It also aims to help organizations identify trends and improve operations. The guiding principles of ISO 10002 include visibility, accessibility, responsiveness and objectivity of the complaints handling process. The framework involves commitment, policy, responsibilities, planning, operating the process, and maintaining and improving the system through monitoring, auditing and management reviews.

Uploaded by

Lyne Lerin
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Implementing ISO 10002 to handle customer complaints

Sidney Vianna October 2006

Current ISO 9000 Family

USING ISO 10002

23 October 2006

Slide 2

Upcoming

USING ISO 10002

23 October 2006

Slide 3

Definition
complaint (km-plnt') : Expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

USING ISO 10002

23 October 2006

Slide 4

ISO 10002 aims at

Provide a complainant with access to an open and responsive complaints-handling process Enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization Enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organizations operations. Help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers Provide a basis for continual review and analysis of the complaintshandling process, the resolution of complaints and process improvements made

USING ISO 10002

23 October 2006

Slide 5

Guiding principles

Visibility Accessibility Responsiveness Objectivity Charges Confidentiality Customer-focused approach Accountability Continual improvement

USING ISO 10002

23 October 2006

Slide 6

Complaints-handling framework

Commitment
- Top down

Policy
- Dont forget regulatory issues

Responsibility and authority


- Processes - Procedures

USING ISO 10002

23 October 2006

Slide 7

Planning and Design


Objectives Activities Resources

USING ISO 10002

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Slide 8

Operation of complaints-handling process


Communication Receipt of complaint Acknowledgement Tracking of complaint Initial assessment Investigation Responses Communicating the decision Closing the complaint

USING ISO 10002

23 October 2006

Slide 9

Maintenance and improvement


Collection of information Analysis and evaluation of complaints Monitoring of the complaint handling process Auditing of the complaint-handling process Management review of the complaint-handling process Continual improvement

USING ISO 10002

23 October 2006

Slide 10

Visibility and accessibility


Information about how and where to complain should be well publicized and made accessible to customers, personnel and other interested parties!

USING ISO 10002

23 October 2006

Slide 11

Responsiveness and objectivity


Complaints should be acknowledged ASAP. Urgent complaints, for example dealing with health and safety issues should be processed immediately. If adequate, communicate with complainant about the resolution progress. Complaints should be addressed in an equitable, objective and unbiased manner. For example dont let a bias exist due to the complainants race, ethnical or religious belief interfere with how the complaint should be handled.

USING ISO 10002

23 October 2006

Slide 12

Any complaints?

USING ISO 10002

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Slide 13

USING ISO 10002

23 October 2006

Slide 14

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