What is ISO 10002:2018 - CUSTOMER SATISFACTION?
Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful. Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause, and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.
Benefits of ISO 10002:2018 Certification
Customer Confidence
By adopting the management system, ability to retain the loyalty of customers is enhanced. Customers feel confident of commitment for the resolution & redressal of any of their query or complaints.
Continual improvement
Continual improvement of processes and resulting operational efficiencies mean money saved.
Better Relationship
System helps to adopt a customer-focused approach to handle, analysis and review complaints and encourage personnel to improve their skills & behaviour in working with customers.
Brand Improvement
Certified complaint management system demonstrates to customers & other stakeholders that recognizing and addressing the needs and expectation of complainants, you have processes in place to handle, analyse and review complaints to improve the product and customer service quality.
Improved Efficiency
Implementation and certification ensures a consistent process to handle customers, which enable to identify causes and eliminate the causes of complaints, as well as improve organization’s operations.
Customer Satisfaction
Enhance customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints, and enhancing the organization's ability to improve its product and customer service.
Check out the ISO 10002:2018 Video
Who can be certified ISO 10002:2018?
ISO 10002 Complaints Management System provides guidance on the process of complaint handling which includes planning, design, operation, and maintenance of complaint management within an organization.
Manufacturing Companies
Service Sector
Hospitals
NGO'S
Educational
Government Organizations
Research Foundation
Fitness Sector
Shipping Industry
Aerospace
Food
Automotive
Telecom
Textile and Apparels
Medical and Test Lab
Software Development
Document required for ISO 10002:2018
- System Manual
- System Procedure
- Policy
- Objectives
- Mission & Vision
- Standard Operating Procedure (SOP)
- Checklist
- Forms
- Formats
- Records
The extent of Documented Information differs as per:
- Organization’s size
- Activities performed by the organization
- Processes undertaken by the Organization
- Products and services offered by the organization
- The complexity of processes undertaken
- Competence of persons involved
Role of Shamkris and Process of ISO 10002 Certification
Shamkris adopts a results-oriented approach to effective system implementation in the organization. A simple and practical method of system implementation helps organizations increase business efficiency and sustainability. Shamkris supports 100% documentation to obtain a certificate of success in addition to enhanced performance.
The implementation process is described below:
Day 1
GAP Analysis, Certification Body, Selection, Cost Estimates
• Finding the GAP between existing system related to ISO requirements
• Selecting the appropriate certification body
• Based on the scope of your business & certification body you choose
Week 1
Developing Documents
• Management System Manual, Management System Procedures, Policy, Objectives, Forms etc.
• Review of Standard Operating Procedures (SOP)
Week 4
Implementing Management System
• ISO Awareness training for the top management and staff
• Implementing a well-documented management system throughout the organization
Week 8
Internal Audit
MRM
CAPA
• Internal audits identifying nonconformities related to ISO requirements
• Management Review Meetings
• Corrective and Preventive Action plan for nonconformities
Week 10
Certification Body
Audit
N-C Closing
• Shamkris acts on your behalf and assists you in the third-party audit
• Closing of any nonconformities identified by the certification body
Week 12
Certificate Issued
• ISO certificates issued for 3 years
• Surveillance Audits yearly
Year on Year
Yearly Compliance
• Support of Yearly documentation for audit