Overview
ISO 10002 focuses on customer satisfaction and handling complaints in a process-oriented manner. It provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement.
The complaint-handling process described is suitable for use as one of the processes of an overall quality management system.
Key Benefits
- Customer Retention: By adopting the management system, the ability to retain the loyalty of the customer is enhanced.
- Brand Reputation: Implementing the standard demonstrates a commitment to customer care and quality.
- Operational Efficiency: Consistent approach to handling complaints allows identifying trends and eliminating causes of complaints.
- Communication: Provides a complainant with an open, effective, and easy-to-use complaints process.
Who is it for?
ISO 10002 is relevant to any organization that wishes to exceed customer expectations, regardless of size, sector, or location. It is particularly valuable for manufacturers and service providers in complex supply chains where quality assurance and customer feedback loops are critical.