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<p>ISO 10002:2004 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 10002:2004 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 10002:2004 addresses the following aspects of complaints handling: </p>
<p>-- 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;</p>
<p>-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;</p>
<p>-- recognizing and addressing the needs and expectations of complainants;</p>
<p>-- providing complainants with an open, effective and easy-to-use complaints process;</p>
<p>-- analysing and evaluating complaints in order to improve the product and customer service quality;</p>
<p>-- auditing of the complaints-handling process;</p>
<p>-- reviewing the effectiveness and efficiency of the complaints-handling process.</p>
<p>ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.</p>
Reģistrācijas numurs (WIID)
35539
Darbības sfēra
<p>ISO 10002:2004 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 10002:2004 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 10002:2004 addresses the following aspects of complaints handling: </p>
<p>-- 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;</p>
<p>-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;</p>
<p>-- recognizing and addressing the needs and expectations of complainants;</p>
<p>-- providing complainants with an open, effective and easy-to-use complaints process;</p>
<p>-- analysing and evaluating complaints in order to improve the product and customer service quality;</p>
<p>-- auditing of the complaints-handling process;</p>
<p>-- reviewing the effectiveness and efficiency of the complaints-handling process.</p>
<p>ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.</p>
