ISO 10002 is a standard containing guidelines for handling complaints in an organization. ISO 10002 describes the complaint handling process as one of the quality management system processes, including planning, design, operation, improvement and maintenance.
ISO 10002 was created for the needs of organizations of all sizes, regardless of their industry. Includes Annex A dedicated to small businesses.
How to obtain ISO 10002 certification?
Implement a Quality Management System compliant with ISO 10002 and undergo a certification process.
Steps to implement ISO 10002 with IKMJ:
Step 1: Free ISO 10002 pre-audit and evaluation of the implementation of the quality management system
Step 2: Development of the quality management system documentation in accordance with the ISO 10002 standard
Step 3: Training of the Quality Representative, Internal Auditors, Management and Staff
Step 4: Implementation of the quality management system documentation according to ISO 10002
Step 5: Audits of the Quality Management System (ISO 10002 and ISO 19011 standards)
Step 6: Corrective and preventive actions in accordance with ISO 10002
Step 7: Certification Guarantee
The ISO 10002 certificate can be obtained even in 1 month from the start of implementation.
IKMJ staff will prepare all the necessary documents themselves and present them to you for approval.
You decide which implementation steps you want to use.
Advantages of having an ISO 10002 Certificate:
- Creation of a customer-oriented management system open to feedback and complaints,
- Increasing work efficiency through clarity of responsibility and competence,
- Increase customer satisfaction,
- Rationalization of costs due to greater emphasis on supervision over non-compliant product,
- Creating a complaint analysis and evaluation system to improve product quality and customer service,
- Meeting the requirements of global concerns in terms of quality and safety by reviewing the effectiveness and efficiency of the complaint handling process,
- Minimizing the risk of performing a bad service,
- Constant quality and repeatability of products and services,
Integration of the Complaints Management System and the ISO 9001 Quality Management System:
The incentive to implement a complaint management system may be the ease of integrating it with the quality management system according to ISO 9001 or other popular management systems (e.g. ISO 14001, ISO / IEC 27001, ISO 13485, ISO 45001 ). The structure of these standards is very similar, and some requirements are convergent, which significantly reduces implementation costs.
The implementation of ISO 10002 is also the starting point for 100% customer satisfaction.
It is worth considering the implementation of ISO 10002, because apart from all other advantages of the system, it is becoming more and more popular and is a standard among major companies on the market.