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
ISO 10002:2018 发布历史
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.
ISO 10002:2018由国际标准化组织 IX-ISO 发布于 2018-07-00。
ISO 10002:2018 在中国标准分类中归属于: A00 标准化、质量管理，在国际标准分类中归属于: 03.120.10 质量管理和质量保证。
ISO 10002:2018 发布之时，引用了标准
- ISO 9000:2015 质量管理体系.基本原理和词汇
ISO 10002:2018的历代版本如下：
- 2018年 ISO 10002:2018 质量管理.顾客满意度.组织中对投诉处理的指南
- 2014年 ISO 10002:2014 质量管理.顾客满意度.组织中对投诉处理的指南
- 2009年 ISO 10002:2004/Cor 1:2009 质量管理.客户满意度.组织中投诉处理的指南.技术勘误表1
- 2004年 ISO 10002:2004 质量管理.顾客满意度.组织中对投诉处理的指南
