• ISO 10002:2014

    Withdrawn A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

    Quality management Customer satisfaction Guidelines for complaints handling in organizations

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  28-11-2018

    Language(s):  French, English, Russian, Spanish, Castilian

    Published date:  17-07-2014

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

    ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

    It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

    ISO 10002:2014 addresses the following aspects of complaints handling:

    • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
    • top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
    • recognizing and addressing the needs and expectations of complainants;
    • providing complainants with an open, effective, and easy-to-use complaints process;
    • analysing and evaluating complaints in order to improve the product and customer service quality;
    • auditing of the complaints-handling process;
    • reviewing the effectiveness and efficiency of the complaints-handling process.

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

    Committee ISO/TC 176/SC 3
    Development Note DRAFT ISO/FDIS 10002 is also available for this standard. (06/2017)
    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By
    Supersedes

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

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    UNI CEI EN ISO/IEC 17021 : 2011 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS
    I.S. ISO 10003:2007 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    CSA ISO/IEC 20000-1 : 2013 : R2017 INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS
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    I.S. EN ISO/IEC 17065:2012 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES CERTIFYING PRODUCTS, PROCESSES AND SERVICES (ISO/IEC 17065:2012)
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    I.S. EN 15838:2009 CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION
    I.S. ISO 26000:2010 GUIDANCE ON SOCIAL RESPONSIBILITY
    I.S. ISO 10001:2007 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR CODES OF CONDUCT FOR ORGANIZATIONS
    UNI ISO 18091 : 2014 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2008 IN LOCAL GOVERNMENT
    UNI CEI ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEM
    CEI UNI EN ISO/IEC 17065 : 2012 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES CERTIFYING PRODUCTS, PROCESSES AND SERVICES
    UNI ISO TS 16949 : 2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    ISO 10377:2013 Consumer product safety Guidelines for suppliers
    I.S. EN ISO/IEC 17040:2005 CONFORMITY ASSESSMENT - GENERAL REQUIREMENTS FOR PEER ASSESSMENT OF CONFORMITY ASSESSMENT BODIES AND ACCREDITATION BODIES
    EN ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
    EN ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
    DIN EN 14012:2009-04 POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
    ISO 18295-2:2017 Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres
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    UNI ISO/TS 10004 : 2011 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
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    UNE-EN ISO/IEC 17021:2011 Conformity assessment - Requirements for bodies providing audit and certification of management systems (ISO/IEC 17021:2011)
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    UNI EN 14012 : 2009 POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES
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    UNE-EN ISO/IEC 17011:2017 Conformity assessment - Requirements for accreditation bodies accrediting conformity assessment bodies (ISO/IEC 17011:2017)
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    BIP 2222 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES (INCLUDING BS ISO 10002:2004 AND BS ISO 10003:2007)
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    UNI ISO 10004 : 2013 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
    DD ISO/PAS 28003 : 2006 SECURITY MANAGEMENT SYSTEMS FOR THE SUPPLY CHAIN - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF SUPPLY CHAIN SECURITY MANAGEMENT SYSTEMS
    DIN EN ISO 9004:2009-12 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
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    UNI ISO 26000 : 2010 GUIDANCE ON SOCIAL RESPONSIBILITY
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    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
    ISO 19011:2011 Guidelines for auditing management systems
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
    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
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