ISO 10002:2014 pdf download – Quality management -Customer satisfaction – Guidelines for complaints handling in organizations.
5.2 Policy
Top management should establish an explicit customer-focused complaints-handling policy. The policy should be made available to, and known by all personnel. The policy should also be made available to customers and other interested parties. The policy should be supported by procedures and objectives for each function and personnel role included in the process.
When establishing the policy and objectives for the complaints-handling process, the following factors should be taken into account:
— any relevant statutory and regulatory requirements:
— financial, operational, and organizational requirements;
— the input of customers, personnel, and other interested parties.
The policies related to quality and complaints handling should be aligned.
5.3 Responsibility and authority
5.3.1 Top management should be responsible for the following:
a) ensuring that the complaints-handling process and objectives are established within the organization;
b) ensuring that the complaints-handling process is planned, designed, implemented, maintained, and continually Improved in accordance with the complaInts-handlIng policy o[the organIzatIon;
c) identifying and allocating the management resources needed for an effective and an efficient complaints-handling process;
d) ensuring the promotion of awareness of the complaints-handling process and the need for a customer focus throughout the organization;
e) ensuring that Information about the complaints-handling process is communicated to customers, complainants, and, where applicable, other parties directly concerned In an easily accessible manner (see Annex C)
f) appointing a complaints-handling management representative and clearly defining his or her responsibilities and authority in addition to the responsibilities and authority set out in 532.
g) ensuring that there is a process for rapid and effective notification to top management of any significant complaints;
h) periodically reviewing the complaints-handling process to ensure that It is effectively and efficiently maintained and continually improved.
5.3.2 The complaints-handling management representative should be responsible for the following:
a) establishing a process of performance monitoring, evaluation, and reporting
b) reporting to top management on the complaints-handling process, with recommendations for improvement;
c) maintaining the effective and efficient operation of the complaints-handling process, including the recruitment and training of appropriate personnel, technology requirements, documentation, setting and meeting target time limits and other requirements, and process reviews.
5.3.3 Other managers involved in the complaints-handling process should, as applicable within their area ci responsibilit) be responsible for the following:
a) ensuring that the complaints-handling process is implemented;
b) liaising with the complaints-handling management representative;
c) ensuring the promotion of awareness of the complaints-handling process and of the need for a customer focus;
d) ensuring that information about the complaints-handling process is easily accessible;
e) reporting on actions and decisions with respect to complaints handling;
1) ensuring that monitoring of the complaints-handling process Is undertaken and recorded;
g) ensuring that action is taken to correct a problem, prevent it happening in the future, and that the event is recorded;
h) ensuring that complaints-handling data are available for the top management review.
5.3.4 All personnel in contact with customers and complainants should
— be trained in complaints handling.
— comply with any complaints-handling reporting requirements determined by the organization.
— treat customers in a courteous manner and promptly respond to their complaints or direct them to the appropriate Individual, and
— show good interpersonal and good communication skills.
5.3.5 All personnel should
— be aware of their roles, responsibilities, and authorities in respect of complaints,
— be aware of what procedures to follow and what information to give to complainants, and
— report complaints which have a significant Impact on the organization.
6 Planning and design
6.1 General
The organization should plan and design an effective and efficient complaints-handling process in order to Increase customer loyalty and satisfaction, and also to improve the quality of the products provided. This process should comprise a set of interrelated activities that function harmoniously and use various personnel, information, material. financial, and infrastructure resources to conform to the complaints- handling policy and achieve the objectives. The organization should take into account the best practices of other organizations with regard to complaints handling.
6.2 Objectives
Top management should ensure that the complaints-handling objectives are established for relevant functions and levels within the organization, These objectives should be measurable and consistent with the complaints-handling policy. These objectives should be set at regular intervals as detailed performance criteria.
6.3 Activities
Top management should ensure that the planning of the complaints-handling process is carried out in order to maintain and Increase customer satisfaction. The complaints-handling process can be linked to and aligned with other processes of the quality management system of the organization.