High Quality Complaint Management System (CMS) with ISO 10002

International standard provides a framework that the information obtained through the complaints handling process can lead to improvement in products and process, improve the reputation of organization. The ISO 10002 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement.

ISO 10002 will provide your organization with a high quality and reliable complaint management system, including following characteristics, visibility, accessibility, responsiveness, objectivity, confidentiality, customer-focused approach, accountability, continual improvement. Implementation of the process described in this International Standard can provide a complainant with access to an open and responsive complaints-handling process, enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization, enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization's operations, help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers, and provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints, and process improvements made Organizations may wish to use the complaints-handling process in conjunction with customer satisfaction codes of conduct and external dispute resolution processes.

A good complaint management system offers effective solutions by preventing the recurrence of the non-conformity thereby the complaints and analyses the success of the solutions offered. ISO Customer Satisfaction Management System which has the purpose of planning, designing and implementing of the customer complaint handling process in an effective and efficient way in organizations which has the priority of giving service beyond customer needs despite the product and service. The complaints-handling process described is suitable for use as one of the processes of an overall quality systems management.


0 #1 Pradeep Kolanu 2013-02-27 16:07
The complaint database are the useful resources that would serve as the yardsticks to find out the key lacking areas in the businesses. The ISO 10002 would definitely make the measurement funnel a better one and give a more vivid picture of the lacking areas. The complaint handling synopsis would also become better with the given benefits.

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