How to get ISO 10002:2014 Quality management Certification?

ISO 10002:2014 – Quality management –Customer satisfaction – Guidelines for complaints handling in organizations

Organization can move one more step ahead in proving their customer focus by obtaining certification for their organization against ISO 10002:2014 Certification, which provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement.

Implementation of ISO 10002:2014 addresses the complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2014 is suitable for organization of any size and sectors, including small business but this does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

ISO 10002:2014 Certification addresses the following aspects of complaints handling

• 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

• Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training

• Recognizing and addressing the needs and expectations of complainants

• Providing complainants with an open, effective, and easy-to-use complaints process

• Analysing and evaluating complaints in order to improve the product and customer service quality

• Auditing of the complaints-handling process

• Reviewing the effectiveness and efficiency of the complaints-handling process

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