Implementing ISO 10002 to handle customer complaints

Sidney Vianna October 2006

Current ISO 9000 Family USING ISO 10002 23 October 2006 Slide 2 .

Upcoming USING ISO 10002 23 October 2006 Slide 3 .

Definition com·plaint (kəm-plānt') : Expression of dissatisfaction made to an organization. or the complaints-handling process itself. USING ISO 10002 23 October 2006 Slide 4 . where a response or resolution is explicitly or implicitly expected. related to its products.

ISO 10002 aims at „ Provide a complainant with access to an open and responsive complaints-handling process Enhance the ability of the organization to resolve complaints in a consistent. Help an organization create a customer-focused approach to resolving complaints. systematic and responsive manner. the resolution of complaints and process improvements made „ „ „ „ USING ISO 10002 23 October 2006 Slide 5 . and encourage personnel to improve their skills in working with customers Provide a basis for continual review and analysis of the complaintshandling process. and improve the organization’s operations. to the satisfaction of the complainant and the organization Enhance the ability of an organization to identify trends and eliminate causes of complaints.

Guiding principles „ „ „ „ „ „ „ „ „ Visibility Accessibility Responsiveness Objectivity Charges Confidentiality Customer-focused approach Accountability Continual improvement USING ISO 10002 23 October 2006 Slide 6 .

Processes .Complaints-handling framework „ Commitment .Don’t forget regulatory issues „ Responsibility and authority .Top down „ Policy .Procedures USING ISO 10002 23 October 2006 Slide 7 .

Planning and Design „ „ „ Objectives Activities Resources USING ISO 10002 23 October 2006 Slide 8 .

Operation of complaints-handling process „ „ „ „ „ „ „ „ „ Communication Receipt of complaint Acknowledgement Tracking of complaint Initial assessment Investigation Responses Communicating the decision Closing the complaint USING ISO 10002 23 October 2006 Slide 9 .

Maintenance and improvement „ „ „ „ „ „ Collection of information Analysis and evaluation of complaints Monitoring of the complaint handling process Auditing of the complaint-handling process Management review of the complaint-handling process Continual improvement USING ISO 10002 23 October 2006 Slide 10 .

personnel and other interested parties! USING ISO 10002 23 October 2006 Slide 11 .Visibility and accessibility Information about how and where to complain should be well publicized and made accessible to customers.

for example dealing with health and safety issues should be processed immediately. Complaints should be addressed in an equitable. USING ISO 10002 23 October 2006 Slide 12 . For example don’t let a bias exist due to the complainant’s race. objective and unbiased manner.Responsiveness and objectivity Complaints should be acknowledged ASAP. ethnical or religious belief interfere with how the complaint should be handled. If adequate. Urgent complaints. communicate with complainant about the resolution progress.

Any complaints? USING ISO 10002 23 October 2006 Slide 13 .

USING ISO 10002 23 October 2006 Slide 14 .

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