ISO 10002:2019 COMPLAINT MANAGEMENT SYSTEM

ISO 10002:2019 is an international standard for COMPLAINT MANAGEMENT SYSTEM

What is ISO 10002:2019 COMPLAINT MANAGEMENT SYSTEM?

Quality is pursued by businesses in a variety of ways. In truth, there are many areas of company that businesses may be proud of, like dependable products, excellent services, and environmentally friendly operations, to mention a few. However, no matter how much attention is paid to a wide range of quality practises, client happiness is the most important factor for many businesses.

Customers’ problems can be discovered in a variety of ways, but customer complaints are arguably the most obvious. ISO 10002:2019 – Quality management – Customer satisfaction – Guidelines for complaints handling in companies, is an international standard that assists organisations in resolving complaints. While some may be considered annoyances, businesses must remain informed about their customers’ complaints and be prepared to respond to and resolve their concerns.

ISO 10002:2019 establishes recommendations for the handling of complaints. Planning, design, development, operation, maintenance, and improvement are all part of this process for products and services within a company.

Enhancing customer satisfaction by creating a customer-focused environment open to feedback, involving top management, recognising and addressing the needs and expectations of complaints, fostering an effective and accessible complaints process, analysing complaints, auditing the complaints-handling process, and reviewing the process are all examples of complaints handling.

Users of other quality management standards, particularly ISO 9001, may recognise many of these principles. This is because the ISO 10002:2019 complaint-handling process can be used as one of the processes of a larger quality management system.

The following components of complaint handling are addressed by ISO 10002:2019:

Improving customer satisfaction through developing a customer-centric atmosphere that is open to feedback (including complaints), resolving any complaints received, and improving the organization’s ability to enhance its products and services, including customer service.
Top-level management engagement and commitment, as evidenced by proper resource procurement and deployment, including people training.
Recognizing and responding to complainants’ needs and expectations.
Establishing a complaint process that is open, effective, and simple to use for complainants.
Analyzing and analysing customer service complaints in order to improve the quality of products and services.
The complaint-handling mechanism is being audited.
Examining the complaint-handling process’ efficacy and efficiency.
This article does not apply to disputes referred to a third party for settlement or to conflicts involving employees.

According to ISO 10002:2019, customer feedback can lead to improvements in products and procedures, and if handled effectively, can improve the organization’s credibility, regardless of its size, location, or sector. The true worth of ISO 10002:2019 is displayed more clearly since it provides assurance that customer complaints will be handled in a far more viable manner in the global market.

Why ISO 10002:2019 is Important?

Implementing the ISO 10002:2019 standard has numerous advantages, including enhanced customer retention, brand reputation, operational efficiencies, improved communication, continued partnerships, and organisational enhancements.

ISO 10002:2019 provides a framework for reviewing and analysing the claims process, with the goal of identifying areas for improvement.

Customer unhappiness may be extremely damaging to a company’s reputation, as customers are more likely to complain and tell others when they are unhappy. ISO 10002:2019 certification can assist in the support of the business and the strengthening of the brand. It’s critical to comprehend a complaint in order to successfully manage it and entirely please your customer.

Key benefits are:

Ability to keep a customer’s loyalty.
Implementation and certification create a uniform method for dealing with consumers, allowing for the identification and elimination of complaint causes.
The system aids in the adoption of a customer-focused approach to complaint analysis and assessment.
It serves as a foundation for continuous progress.
Provide a complaint process that is open, effective, and simple to use for complainants, among other things.

Who Needs ISO 10002:2019 Certification?

This standard can be used by any firm, regardless of its size or type of products and services it offers. It is also intended for usage by businesses of all kinds. Annex B contains advice tailored to small firms.

Every day, industries are innovating, and there is a well-established standard for handling product complaints in an organisation. The adoption of ISO 10002:2019 will aid the firm in providing customer service and handling complaints. Textiles, telecommunications, chemicals, pharmaceuticals, biotechnology, food processing, steel, transport equipment, cement, mining, petroleum, machinery, and software are just a few of the significant businesses.

Certification Process

Analyze the gaps

This is an optional service in which experts examine the current complaints management system in greater detail and compare it to ISO 10002:2019 requirements. This allows them to discover areas that require additional attention before a formal assessment, saving time and money.

Formal evaluation

There are two stages to this. It begin by assessing the organization’s readiness for assessment by determining whether the required ISO 10002:2019 procedures and controls have been established. Experts share the specifics of their findings so that organization can fill in any gaps found. Once all of the requirements have been met, they will evaluate organization’s procedures and controls to ensure that they are functioning properly and in accordance with the certification requirements.

Certification and Beyond

After passing the official evaluation, the organisation will be issued an ISO 10002:2019 certificate that is valid for three years. During this period, the client manager will keep in touch and make regular visits to ensure that the system not only remains compliant, but also improves.

Verdict

The International Organization for Standardization (ISO) developed the ISO 10002 complaint-handling process in 2004. The accreditation, which is open to businesses of all sizes and sectors, helps companies manage complaints so that customer satisfaction remains high and their products remain creative.

Customer satisfaction, according to ISO 10002, is defined as a “customer’s perception of the degree to which the customer’s requirements have been met,” whereas a complaint is defined as a “expression of dissatisfaction made to an organisation, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.”