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  • IS/ISO 10002 : 2004(R2014)

    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

    QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS

    Available format(s):  Hardcopy

    Superseded date:  11-05-2021

    Language(s):  English

    Published date:  01-01-2014

    Publisher:  Bureau of Indian Standards

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    Table of Contents - (Show below) - (Hide below)

    NATIONAL FOREWORD
    Introduction
    1 Scope
    2 Normative references
    3 Terms and definitions
    4 Guiding principles
    5 Complaints-handling framework
    6 Planning and design
    7 Operation of complaints-handling process
    8 Maintenance and improvement
    Annex A (informative) - Guidance for small businesses
    Annex B (informative) - Form for complainant
    Annex C (informative) - Objectivity
    Annex D (informative) - Complaint follow-up form
    Annex E (informative) - Responses
    Annex F (informative) - Escalation flowchart
    Annex G (informative) - Continual monitoring
    Annex H (informative) - Audit
    Bibliography

    Abstract - (Show below) - (Hide below)

    Gives guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement.

    General Product Information - (Show below) - (Hide below)

    Committee MSD 2
    Development Note Supersedes BIS IS 15400. (09/2010)
    Document Type Standard
    Publisher Bureau of Indian Standards
    Status Superseded
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    BIS IS 16010 : 2012 AMD 1 2013 GOOD GOVERNANCE - GUIDANCE
    BIS IS 15800 : 2007 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 19011:2011 Guidelines for auditing management systems
    BIS IS/ISO 19011 : 2011(R2016) GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    BIS IS/ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
    BIS IS/ISO 9001 : 2015 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
    ISO 9001:2015 Quality management systems — Requirements
    ISO/IEC Guide 71:2014 Guide for addressing accessibility in standards
    ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
    BIS IS/ISO 9004 : 2009 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
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