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Home » Services » New Standard Certification » ISO 10002:2004 Quality Management ,Customer Satisfaction Quality Management ,Customer Satisfaction

ISO 10002:2004 Quality Management ,Customer Satisfaction Quality Management ,Customer Satisfaction

ISO 10002:2004 Quality Management ,Customer Satisfaction Quality Management ,Customer Satisfaction
ISO 10002:2004 Quality Management ,Customer Satisfaction Quality Management ,Customer Satisfaction
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Service Code : ISO 10002:2004
Price And Quantity
  • Minimum Order Quantity
  • 1
  • Unit of Measure
  • Unit/Units
  • Price
  • 1 INR

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.

ISO 10002:2004 addresses the following aspects of complaints handling:

-- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;

-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

-- recognizing and addressing the needs and expectations of complainants;

-- providing complainants with an open, effective and easy-to-use complaints process;

-- analysing and evaluating complaints in order to improve the product and customer service quality;

-- auditing of the complaints-handling process;

-- reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

General information îŒ

  • Status :  Withdrawn

    Publication date : 2004-07

  • Edition : 1

  •  : 

    ISO/TC 176/SC 3

     

    Supporting technologies

  •  

    03.120.10

     

    Quality management and quality assurance

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