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EVS-ISO 10002:2015

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations (ISO 10002:2014)

General information
Withdrawn from 01.11.2019
Base Documents
ISO 10002:2014; EVS-ISO 10002:2015/AC:2017
Directives or regulations
None
Standard history
Status
Date
Type
Name
01.11.2019
Main
02.06.2017
Corrigendum
05.01.2016
Main + corrigendum
05.06.2005
Main + corrigendum
EVS-ISO 10002:2005
This International Standard 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. This International Standard 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. This International Standard addresses the following aspects of complaints handling: a) 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; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; d) providing complainants with an open, effective, and easy-to-use complaints process; e) analysing and evaluating complaints in order to improve the product and customer service quality; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process.
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