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<p>ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.</p>
<p>ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.</p>
<p>It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.</p>
<p>ISO 10002:2014 addresses the following aspects of complaints handling:</p>
<ul>
<li>enhancing 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 product and customer service;</li>
<li>top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;</li>
<li>recognizing and addressing the needs and expectations of complainants;</li>
<li>providing complainants with an open, effective, and easy-to-use complaints process;</li>
<li>analysing and evaluating complaints in order to improve the product and customer service quality;</li>
<li>auditing of the complaints-handling process;</li>
<li>reviewing the effectiveness and efficiency of the complaints-handling process.</li>
</ul>
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Darbības sfēra
<p>ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.</p>
<p>ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.</p>
<p>It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.</p>
<p>ISO 10002:2014 addresses the following aspects of complaints handling:</p>
<ul>
<li>enhancing 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 product and customer service;</li>
<li>top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;</li>
<li>recognizing and addressing the needs and expectations of complainants;</li>
<li>providing complainants with an open, effective, and easy-to-use complaints process;</li>
<li>analysing and evaluating complaints in order to improve the product and customer service quality;</li>
<li>auditing of the complaints-handling process;</li>
<li>reviewing the effectiveness and efficiency of the complaints-handling process.</li>
</ul>
