ISO 10002:2018
質量管理.顧客滿意度.組織中對投訴處理的指南

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

標準號

ISO 10002:2018

發布

2018年

發布單位

國際標準化組織

當前最新

ISO 10002:2018

 

 

引用標準

ISO 9000:2015

適用范圍

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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