I.S. ISO 10002:2005
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
Hardcopy , PDF
11-05-2018
English
09-05-2005
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1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Visibility
4.3 Accessibility
4.4 Responsiveness
4.5 Objectivity
4.6 Charges
4.7 Confidentiality
4.8 Customer-focused approach
4.9 Accountability
4.10 Continual improvement
5 Complaints-handling framework
5.1 Commitment
5.2 Policy
5.3 Responsibility and authority
6 Planning and design
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaint
7.3 Tracking of complaint
7.4 Acknowledgement of complaint
7.5 Initial assessment of complaint
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing the complaint
8 Maintenance and improvement
8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling
process
8.7 Continual improvement
Annex A (informative) Guidance for small businesses
Annex B (informative) Form for complainant
Annex C (informative) Objectivity
Annex D (informative) Complaint follow-up form
Annex E (informative) Responses
Annex F (informative) Escalation flowchart
Annex G (informative) Continual monitoring
Annex H (informative) Audit
Bibliography
Gives guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement.
| DocumentType |
Standard
|
| Pages |
34
|
| PublisherName |
National Standards Authority of Ireland
|
| Status |
Withdrawn
|
| Standards | Relationship |
| ISO 10002:2014 | Identical |
| ISO 19011:2011 | Guidelines for auditing management systems |
| ISO 9004:2009 | Managing for the sustained success of an organization A quality management approach |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC Guide 71:2014 | Guide for addressing accessibility in standards |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
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