DRAFT ISO 10002 2018 Quality management Customer satisfaction

Purpose The intention of this presentation is to: • provide a summary of notable

Introduction to ISO 10002: 2018 • This document provides guidance for a complaints-handling process

Main Changes Main changes of the ISO 10002: 2018 revision • The main changes

Benefits of using ISO 10002: 2018 • Provides access to an open and responsive

Summary The ISO 10002: 2018 standard • Provides concepts for complaint handling • Outlines

For more information • ISO/TC 176 SC 2 Support Material – https: //committee. iso.

Slides: 7

Download presentation

DRAFT ISO 10002: 2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations ISO/TC 176 TG 01

Purpose The intention of this presentation is to: • provide a summary of notable changes from ISO 10002: 2014 to ISO 10002: 2018 ISO/TC 176/TG 01

Introduction to ISO 10002: 2018 • This document provides guidance for a complaints-handling process for all types of commercial or noncommercial activities, including those related to electronic commerce • It is intended to benefit an organization and its customers, complainants, and other relevant interested parties • The complaints handling process is suitable for use as one of the processes of an overall quality management system • Published July 2018 ISO/TC 176/TG 01

Main Changes Main changes of the ISO 10002: 2018 revision • The main changes compared with the previous edition are as follows: – alignment with ISO 9000: 2015 – alignment with ISO 9001: 2015 – improved alignment with ISO 10001, ISO 10003 and ISO 10004 ISO/TC 176/TG 01

Benefits of using ISO 10002: 2018 • Provides access to an open and responsive complaints handling process • Enhances the ability of the organization to resolve complaints in a consistent, systematic, and responsive manner • Enhances the ability of the organization to identify trends and eliminate causes of complaints • Creates a customer focusedapproach to resolving complaints • Encourages personnel to improve their skills in working with customers • Provides a basis for continual review and analysis ISO/TC 176/TG 01

Summary The ISO 10002: 2018 standard • Provides concepts for complaint handling • Outlines how organizations can manage complaint handling in a systematic manner to enhance customer satisfaction • Can be used in any kind of organization ISO/TC 176/TG 01

For more information • ISO/TC 176 SC 2 Support Material – https: //committee. iso. org/tc 176 sc 2 • To obtain a copy of ISO 10002: 2018 – http: //www. iso. org/iso/store. htm ISO/TC 176/TG 01