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QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
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Available format(s): Hardcopy
Superseded date: 11-05-2021
Language(s): English
Published date: 01-01-2014
Publisher: Bureau of Indian Standards
NATIONAL FOREWORDIntroduction1 Scope2 Normative references3 Terms and definitions4 Guiding principles5 Complaints-handling framework6 Planning and design7 Operation of complaints-handling process8 Maintenance and improvementAnnex A (informative) - Guidance for small businessesAnnex B (informative) - Form for complainantAnnex C (informative) - ObjectivityAnnex D (informative) - Complaint follow-up formAnnex E (informative) - ResponsesAnnex F (informative) - Escalation flowchartAnnex G (informative) - Continual monitoringAnnex H (informative) - AuditBibliography
Gives guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement.
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