Implementing ISO 10002 to handle customer complaints

Sidney ViannaOctober 2006

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Current ISO 9000 Family

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Upcoming

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Definition

com·plaint (kəm-plānt') :

Expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.

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ISO 10002 aims at

Provide a complainant with access to an open and responsivecomplaints-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

Provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints and process improvements made

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Guiding principles

Visibility

Accessibility

Responsiveness

Objectivity

Charges

Confidentiality

Customer-focused approach

Accountability

Continual improvement

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Complaints-handling framework

Commitment- Top down

Policy- Don’t forget regulatory issues

Responsibility and authority- Processes- Procedures

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Planning and Design

Objectives

Activities

Resources

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Operation of complaints-handling process

Communication

Receipt of complaint

Acknowledgement

Tracking of complaint

Initial assessment

Investigation

Responses

Communicating the decision

Closing the complaint

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Maintenance and improvement

Collection of information

Analysis and evaluation of complaints

Monitoring of the complaint handling process

Auditing of the complaint-handling process

Management review of the complaint-handling process

Continual improvement

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Visibility and accessibility

Information about how and where to complain should be well publicized and made accessible to customers, personnel and

other interested parties!

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Responsiveness and objectivity

Complaints should be acknowledged ASAP.

Urgent complaints, for example dealing with health and safety issues should be processed immediately.

If adequate, communicate with complainant about the resolution progress.

Complaints should be addressed in an equitable, objective and unbiased manner. For example don’t let a bias exist due to the complainant’s race,

ethnical or religious belief interfere with how the complaint should be handled.

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Any complaints?

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