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Standard

ISO 10002:2014

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Nota: Ultima versione: ISO 10002:2018

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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 evaluating complaints in order to improve the product and customer service quality; auditing of the complaints-handling process; reviewing the effectiveness and efficiency of the complaints-handling process.

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  • Standard da ISO
  • Pubblicato:
  • Ritirato:
  • Edizione: 2
  • Tipo di documento: IS
  • Pagine
  • Publisher ISO
  • Distributor ISO
  • ICS 03.120.10
  • International TC ISO/TC 176/SC 3

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