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    ISO 10002:2018

    Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
    • 발행일 : 2018-07-16
    • 발행기관 : ISO
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분야 ISO/TC 176/SC 3 : Supporting technologies
적용범위

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;

d) providing complainants with an open, effective and easy-to-use complaints process;

e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

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.
국제분류(ICS)코드 03.120.10 : 품질관리 및 품질보증
페이지수 31
Edition 3

이력정보

No. 표준번호 표준명 발행일 상태
1 CSA ISO 10002:20상세보기 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations (Adopted ISO 10002:2018, third edition, 2018-07) 2020-01-01 표준
2 ISO 10002:2018상세보기 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations 2018-07-16 표준
3 CAN/CSA-ISO 10002:15상세보기 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (Adopted ISO 10002:2014, second edition, 2014-07-15) 2015-01-01 폐지
4 ISO 10002:2014상세보기 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations 2014-07-17 구판
5 ISO 10002:2004/Cor 1:2009상세보기 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations — Technical Corrigendum 1 2009-07-09 구판
6 ISO 10002:2004상세보기 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations 2004-07-06 구판

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