ISO 10002 certification
The ISO 10002 standard provides guidance on the process for handling product complaints within an organisation. This includes planning, design, operation, maintenance and improvement. The complaints handling process described in this standard is suitable for use as one of the processes of a comprehensive quality management system.
The ISO 10002 standard provides guidance on how to act in the event of customer complaints. Ensures that problems with the client are dealt with in the most equitable manner. It provides lessons from complaints to identify open areas for improvement.
The ISO 10002 standard addresses the following aspects of complaints handling:
Promotes customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolve any complaints received, enhancing the organization’s ability to improve its products and customer service;
Senior management involvement and commitment through adequate resource acquisition and deployment, including staff training;
Recognizing and addressing the needs and expectations of complainants;
Provide complainants with an open, efficient and easy-to-use complaints process;
– Analyze and evaluate complaints to improve product quality and customer service;
reviewing the complaints handling process,
– Review the effectiveness and efficiency of the complaints handling process.
Briefly , ISO 10002 will ensure that:
– Better relationships with clients
– Continuous improvement of operations
-Transparent system
-Higher levels of customer satisfaction
-Brand improvement
-Administrative focus
Benefits of ISO 10002
-The company’s ability to retain existing customers increases.
-Customers’ sense of commitment to the company increases. -Loyalty increases.
-The brand value of the organization increases. This applies to both customers and shareholders.
– Shows the organization’s commitment to customer satisfaction.
-Employees become more aware of customer complaints.
-Improving the organization’s image as showing a customer-centered approach to problem solving.
– analysis of customer complaints, With the speedy adoption of corrective and preventive measures in the most frequent complaints.
-Eliminating the causes of complaints increases the organization’s productivity and efficiency.
-constantly monitor complaints, This makes it easier to see areas where improvements can be made.
The CCM standards can be easily integrated with the quality management system thanks to its flexibility.