ISO 10002-2014 pdf free download

ISO 10002-2014 pdf free download.Quality management Customer satisfaction Guidelines for complaints handling in organizations
Management de la qualité — Satisfaction des clients — Lignes directrices pour le traitement des reclamations dans les organismes.
3,3
customer
organization or person that receives a product
EXAMPLE Consumer, client, end-user, retailer, beneficiary, and purchaser. [SOURCE: 150 9000:2005, 3.3.5, modified — Note has been deleted.]
3.4
customer satisfaction
customer’s perception of the degree to which the customer’s requirements have been fulfilled
[SOURCE: ISO 9000:2005, 3.1.4, modified — Notes have been deleted.J
3.5
customer service
interaction of the organization with the customer throughout the life cycle of a product
3.6
feedback
opinions, comments, and expressions of interest in the products or the complaints-handling process
3.7
interested party
person or group having an interest in the performance or success of an organization
[SOURCE: ISO 9000:2005, 3.3.7, modified — Example and note have been deleted.J
3.8
objective
<complaints handling> something sought, or aimed for, related to complaints handling
3.9
policy
<complaints handling> overall intentions and direction of the organization related to complaints handling, as formally expressed by top management
3.10
process
set of interrelated or interacting activities which transforms inputs into outputs
ISOURCE: ISO 9000:2005, 3.4.1, modified — Notes have been deleted.I
4 Guiding principles
4.1 General
Adherence to the guiding principles set out in 42 to 4j0 is recommended for effective handling of
complaints.
4.2 Visibility
Information about how and where to complain should be well publicized to customers, personnel, and other interested parties.
4.3 Accessibility
A complaints-handling process should be easily accessible to all complainants. Information should be made available on the details of making and resolving complaints. The complaints-handling process and supporting information should be easy to understand and use. The information should be in clear language. Information and assistance in making a complaint should be made available (see Annex B), in whatever languages or formats that the products were offered or provided in, including alternative formats, such as large print, Braille, or audiotape, so that no complainants are disadvantaged.
4.4 Responsiveness
Receipt of each complaint should be acknowledged to the complainant immediately. Complaints should be addressed promptly in accordance with their urgency. For example, significant health and safety issues should be processed immediately. The complainants should be treated courteously and be kept informed of the progress of their complaint through the complaints-handling process.
4.5 ObjectivIty
Each complaint should be addressed in an equitable, objective, and unbiased manner through the complaints-handling process (see AnnxC).ISO 10002-2014 pdf free download.