FD ISO 10002
Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
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.
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.
Le présent document fournit des conseils sur le processus de traitement des réclamations relatif aux produits au seins d'un organisme, parmi lesquels on trouve la planification, la conception, le fonctionnement, la mise à jour et les améliorations. Le processus de traitement des réclamations décrit est destiné à être utilisé en tant que l'un des processus d'un système de management de la qualité global.
<p>This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.</p> <p>NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.</p> <p>This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.</p> <p>This document addresses the following aspects of complaints handling:</p> <p>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 products and services, including customer service;</p> <p>b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;</p> <p>c) recognizing and addressing the needs and expectations of complainants;</p> <p>d) providing complainants with an open, effective and easy-to-use complaints process;</p> <p>e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;</p> <p>f) auditing of the complaints-handling process;</p> <p>g) reviewing the effectiveness and efficiency of the complaints-handling process.</p> <p>This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.</p>
- Avant-proposv
- Introductionvi
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1 Domaine d'application1
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2 Références normatives1
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3 Termes et définitions1
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4 Principes directeurs3
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4.1 Généralités3
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4.2 Visibilité3
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4.3 Accessibilité3
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4.4 Réactivité3
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4.5 Objectivité3
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4.6 Frais3
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4.7 Confidentialité3
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4.8 Approche orientée client3
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4.9 Responsabilisation3
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4.10 Amélioration continue4
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5 Cadre de traitement des réclamations4
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5.1 Engagement4
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5.2 Politique4
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5.3 Responsabilité et autorité4
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6 Planification et conception6
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6.1 Généralités6
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6.2 Objectifs6
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6.3 Processus6
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6.4 Ressources6
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7 Fonctionnement du processus de traitement des réclamations6
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7.1 Communication6
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7.2 Réception des réclamations7
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7.3 Suivi des réclamations7
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7.4 Accusé de réception des réclamations7
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7.5 Appréciation à chaud de la réclamation7
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7.6 Étude des réclamations7
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7.7 Résolution des réclamations7
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7.8 Communication de la décision8
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7.9 Clôture de la réclamation8
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8 Mise à jour et amélioration8
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8.1 Recueil des informations8
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8.2 Analyse et appréciation des réclamations8
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8.3 Mesure de la satisfaction apportée par le processus de traitement des réclamations9
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8.4 Surveillance du processus de traitement des réclamations9
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8.5 Audit du processus de traitement des réclamations9
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8.6 Revue de direction du processus de traitement des réclamations9
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8.7 Amélioration continue10
- Annexe A (informative) Recommandations aux petites entreprises11
- Annexe B (informative) Formulaire de réclamation12
- Annexe C (informative) Objectivité14
- Annexe D (informative) Formulaire de suivi de la réclamation16
- Annexe E (informative) Solutions20
- Annexe F (informative) Diagramme de progression21
- Annexe G (informative) Surveillance continue22
- Annexe H (informative) Audit25
- Bibliographie26
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