SZNS ISO 10002:2004 Quality Management – Customer satisfaction – Guidelines for complaints handling in organisations

E364.17

This standard provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement.

 

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Description

This standard provides guidance on the process of complaints handling related to products within an organisation, including planning, design, operation, maintenance and improvement.

TABLE OF CONTENTS

Contents Page
Introduction vi
1  Scope 1
2  Normative references 1
3  Terms and definitions 1
4 Guiding principles 3
4.1  General 3
4.2  Visibility 3
4.3  Accessibility 3
4.4  Responsiveness 3
4.5  Objectivity 3
4.6  Charges 3
4.7  Confidentiality 4
4.8  Customer-focused approach 4
4.9  Accountability 4
4.10 Continual improvement 4
5  Complaints-handling framework 4
5.1  Commitment 4
5.2  Policy 4
5.3  Responsibility and authority 5
6  Planning and design 6
6.1  General 6
6.2  Objectives 6
6.3  Activities 6
6.4  Resources 6
7  Operation of complaints-handling process 7
7.1  Communication 7
7.2  Receipt of complaint 7
7.3  Tracking of complaint 7
7.4 Acknowledgement of complaint 8
7.5  Initial assessment of complaint 8
7.6  Investigation of complaints 8
7.7  Response to complaints 8
7.8  Communicating the decision 8
7.9  Closing the complaint 8
8  Maintenance and improvement 8
8.1  Collection of information 8
8.2  Analysis and evaluation of complaints 9
8.3  Satisfaction with the complaints-handling process 9
8.4  Monitoring of the complaints-handling process 9
8.5  Auditing of the complaints-handling process 9
8.6  Management review of the complaints-handling process 9
8.7  Continual improvement 10
Annex A (informative)  Guidance for small businesses 12
Aneex B  (informative) Form for complainant 13
Annex C (informative) Objectivity 14
Annex D (informative) Complaints follow up form 16
Annex E (informative) Responses 19
Annex F (informative) Escalation flowchart 20
Annes G (informative) Continual monitoring 20
Annex H (informative) Audit 23
Bibliography 24

 

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Format

PDF, Hardcopy