وبلاگ و اخبار

Introduction

Benefits of ISO 10002 Implementation

When to Apply for Certification

An Overview of ISO 10002 Requirements

Introduction

All organizations always strive to provide the best product/service to their customers in order to satisfy them and make their brand reputable. However, complaints are always an integral part of the operations of selling products and providing customer service, which can permanently damage the customer’s view of the organization and undermine its reputation.

ISO 10002 is a standard that specifies the management controls and processes to address and resolve customer complaints effectively and efficiently, in order to ensure the customer satisfaction of the complaints handling process. This standard applies to all types of commercial and non-commercial activities, and its implementation is beneficial for the organization, its customers, complainants and other interested parties.

Benefits of ISO 10002 Implementation

By implementation of ISO 10002, organizations will have a greater chance to meet the customer needs and can change dissatisfaction into some sort of satisfaction. Since, every complaint is potentially a source of improvement in product/ service provision, it should be considered a valuable feedback on the company’s total performance.

Benefits of deployment of ISO 10002 can be summarized as below:

• Improvement of customer retention and loyalty;
• Enhancement of company reputation;
• Improvement of product/ service quality;
• Continual improvement of product/ service realization processes;
• Increase of customer confidence in provided services.

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This standard is a guide for planning, designing, developing, implementing, maintaining and improving the customer complaint handling process as one of the processes of a comprehensive quality management system (QMS). Since this standard is a guideline, the organization can only apply for a non-accredited certification.

An Overview of ISO 10002 Requirements

By implementing ISO 10002, organizations have a greater chance to meet their customers’ needs, wants and expectations and are able to change the dissatisfaction to some sort of satisfaction. It should be noted that every complaint can be a potential for product/ service improvement.

By planning and implementing the complaints handling process the followings can be achieved:

• Customer retention and increase of his/her loyalty
• Improvement of the organization’s reputation
• Improvement in product/ service quality
• Improvement in product realization processes
• Increase of customer trust

When to Apply for Certification

Organizations interested in ISO 10002 standard certification should prepare the documentation structure in accordance with the requirements of the standard and provide adequate and appropriate evidence of the implementation of these requirements.

Since in certification contract, a specific period of time is defined for conducting the third party audit at the organization’s site, the organization has to ensure the availability of the followings as a minimum:

• Identification of the needs and expectations of complainants and the required actions to respond to them
• Planning and implementation of complaints handling process
• Analysis of complaints
• Records of system implementation from receiving to closing out a complaint and subsequent happy call
• Internal audit and management review records

An Overview of ISO 10002 Requirements

In accordance with this standard the customer satisfaction and complaint are defined as:

Customer satisfaction: customer’s perception of the degree to which the customer’s requirements have been fulfilled.

Customer complaint: an 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.

• Risk based thinking and considering the interested parties’ needs and expectations of complaints handling process
• Planning of a process for:
  • Receiving a complaint
  • Unique tracking of a complaint
  • Confirmation of receipt of a complaint
  • Initial evaluation of a complaint and determination of its priority
  • Review of the complaint and responding to it
  • Communication of complaint response to the complainant and all relevant employees
  • Closing out the complaint
  • Customer survey and evaluating his/her satisfaction from complaint handling process
• Data Collecting and analysis
• Improvement through internal audits and implementation of corrective/ preventive actions

The main principle in complaint handling process is its objectivity that includes:

• Clarity: this process shall be effectively communicated, accessible ad understandable for all relevant interested parties.
• Impartiality: avoiding any bias and prejudice in dealing with the complainant, and complaint subject is essential.
• Confidentiality: the process shall be designed in a way that protects the identity of the complainant and customer to decrease the risk of reluctance to complaint due to fear, insecurity and discrimination.
• Accessibility: it is required that the complainant can have access to the complaint handling process anytime and anywhere he/she wants. Necessary information for complaint registration, and its proceeding procedure shall be available for all potential complainants in an understandable and clear way.
• Completeness: it is necessary to search for the facts and talk to both sides of the complaint to compare the gathered information and verify the provided explanations.
• Equality: all people shall be treated equally.
• Sensitivity: each complaint shall be reviewed based on its worth and importance and personal distinctions and differences in needs and expectations shall be considered.