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, 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 addresses the following aspects of complaints handling
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