Download - Handling Customer Complaints By ISO 10002
Implementing ISO 10002 to handle customer complaints
Sidney ViannaOctober 2006
USING ISO 10002 Slide 223 October 2006
Current ISO 9000 Family
USING ISO 10002 Slide 323 October 2006
Upcoming
USING ISO 10002 Slide 423 October 2006
Definition
com·plaint (kəm-plānt') :
Expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
USING ISO 10002 Slide 523 October 2006
ISO 10002 aims at
Provide a complainant with access to an open and responsivecomplaints-handling process
Enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization
Enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization’s operations.
Help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers
Provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints and process improvements made
USING ISO 10002 Slide 623 October 2006
Guiding principles
Visibility
Accessibility
Responsiveness
Objectivity
Charges
Confidentiality
Customer-focused approach
Accountability
Continual improvement
USING ISO 10002 Slide 723 October 2006
Complaints-handling framework
Commitment- Top down
Policy- Don’t forget regulatory issues
Responsibility and authority- Processes- Procedures
USING ISO 10002 Slide 823 October 2006
Planning and Design
Objectives
Activities
Resources
USING ISO 10002 Slide 923 October 2006
Operation of complaints-handling process
Communication
Receipt of complaint
Acknowledgement
Tracking of complaint
Initial assessment
Investigation
Responses
Communicating the decision
Closing the complaint
USING ISO 10002 Slide 1023 October 2006
Maintenance and improvement
Collection of information
Analysis and evaluation of complaints
Monitoring of the complaint handling process
Auditing of the complaint-handling process
Management review of the complaint-handling process
Continual improvement
USING ISO 10002 Slide 1123 October 2006
Visibility and accessibility
Information about how and where to complain should be well publicized and made accessible to customers, personnel and
other interested parties!
USING ISO 10002 Slide 1223 October 2006
Responsiveness and objectivity
Complaints should be acknowledged ASAP.
Urgent complaints, for example dealing with health and safety issues should be processed immediately.
If adequate, communicate with complainant about the resolution progress.
Complaints should be addressed in an equitable, objective and unbiased manner. For example don’t let a bias exist due to the complainant’s race,
ethnical or religious belief interfere with how the complaint should be handled.
USING ISO 10002 Slide 1323 October 2006
Any complaints?
USING ISO 10002 Slide 1423 October 2006