ISO 10002 standard consultation

Customer complaint management system

You can strengthen the management of customer complaints with the advice of obtaining ISO 10002 standard and use this opportunity to improve the quality management system and credit of the organization.

This document, published in 2018 by the ISO organization, provides guidelines for the process of handling complaints about products and services in an organization, including planning, design, development, operation, maintenance and improvement.

The complaint handling process described is suitable for use as one of the processes of a total quality management system.

In today’s competitive environment, product and service innovations are redefining and reaching a high level of performance. A good customer satisfaction system is one of the basic requirements in successful businesses when it comes to managing customer needs, protecting and surviving an organization’s brand.

The ISO 10002 customer satisfaction standard helps organizations to successfully deal with their customers and their complaints by identifying, managing and understanding the weaknesses of the process.

With effective complaint management, you can turn unhappy customers into positive business opportunities. Satisfied customers are your best ambassadors.

This standard outlines the key requirements for your organization to successfully handle customer complaints and includes complaint management controls to help you address customer dissatisfaction in your business.

The ISO 10002 guidelines standard is a standard to guide the organization in handling non-conformities to increase customer satisfaction.

This document provides guidelines for handling non-conformity processes related to products and services in an organization including planning, design, development and operation, maintenance and improvement.

The complaint handling process described in this standard is suitable for use as one of the processes of a total quality management system.

Note that throughout this document, product and service terms refer to the outputs of an organization that are required or specified by the customer.

This document is intended regardless of the type or size of the organization or the products and services offered by any organization. It is also intended for use by organizations in all sectors.

ISO 10002 standard implementation cases

This document shows different aspects of complaint handling:

1) Enhance 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 products and services, including customer service.

2) Participation and commitment of top management through the acquisition and use of resources, including personnel training.

3) Recognizing and meeting the needs and expectations of the plaintiffs

4) Creating an accessible process for their complaints to be heard easily and efficiently

5) Analyzing and evaluating complaints in order to improve the quality of products and services, including customer service

6) Inspection of the complaint handling process

7) Checking the effectiveness and efficiency of the complaint handling process

Steps to implement the ISO 10002 standard

1) Initial examination

In the first step, the desired organization should be examined, all processes should be examined in terms of its volume. Getting to know the organization where we want to implement the standard and finding possible problems and improvement points is one of the first steps we must take.

2) Personnel training

Informing the personnel about the measures that are taken during the implementation of this standard is another step of the implementation, and also the correct method must be determined for the processes that are carried out in the organization, as well as the description of certain tasks for the personnel of the organization.

3) Documentation

At this stage, all existing forms and methods used in the organization’s processes should be updated and documented according to the latest version of this standard.

4) Management review

After the measures taken in the organization to prepare a customer complaint management system, this system should be reviewed in the meeting and possible problems and issues should be corrected and this system should be prepared for internal audit.

Also, we should know that this system, even though it is perfect, must be continuously improved.

5) Internal audit

After the above measures, it is time for internal audit and small or big problems should be identified during this stage, and preventive measures should be taken if the possibility of problem occurrence is identified in the organization.

ISO 10002 standard structure

Clause 4: Guiding principles

1) Generalities

2) Commitment

3) Capacity

4) Transparency

5) Access

6) Goal setting

7) Costs

8) Information integrity

9) Confidentiality

10) Customer-oriented approach

11) Responsibilities

12) improvement

13) Merit

14) Time lines

Clause 5: Complaints handling framework

1) The platform of the organization

2) Leadership and commitments

3) Policies

4) Responsibilities and powers

Clause 6: Planning, design and development

1) Generalities

2) Missions

3) Activities

4) Resources

Clause 7: Complaint handling process

1) Communication

2) Receiving complaints

3) Following up on complaints

4) Verification of complaints

5) Initial evaluation of complaints

6) Investigation of complaints

7) Responding to complaints

8) Notification of decision

9) Closing complaints

Clause 8: Improvement and maintenance

1) Data collection

2) Analysis and evaluation of complaints

3) Evaluation of satisfaction with the complaint handling process

4) Supervising the complaint handling process

5) Auditing the complaints handling process

6) Reviewing the management of the complaint handling process

7) Continuous improvement

Benefits of implementing the ISO 10002 standard

Implementing a complaint handling process using ISO 10002 will help you turn unhappy customers into satisfied ones and use their input to improve the experience of future customers.

Complaint management is not about reducing the number of complaints, but about capturing information and turning it into opportunities for improvement.

Smart complaint management helps you improve customer service standards and provide an efficient complaint handling system to set you apart from your competitors.

In addition to these items, there are some other items, the most important of which are:

1) Better relations with customers

2) Continuous improvement

3) Transparent system

4) Customer satisfaction

5) Brand promotion

6) Management focus

As mentioned earlier, in today’s competitive market, a new level of service has been defined for the customer, and in order to survive in the market, you must achieve these standards and then differentiate your services from your competitors.

The connection of ISO 10002 standard with other standards

As the name of this standard indicates, this standard can be a part of a quality management system, so the implementation of this standard with ISO 9001 standard can put the organization more on the path of excellence and customer orientation.