ISO 10002:2018
质量管理.顾客满意度.组织中对投诉处理的指南

Quality management - Customer satisfaction - Guidelines for complaints handling in organizations

标准号

ISO 10002:2018

发布

2018年

发布单位

国际标准化组织

当前最新

ISO 10002:2018

 

 

引用标准

ISO 9000:2015

适用范围

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. 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. 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. This document 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 products and services, including 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; e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service; d) providing complainants with an open, effective and easy-to-use complaints process; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process. This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

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