Product Information

• Mode of ReportSoft Copy
• Type of IndustryFor IT and Consulting
• Type of CertificationNew Certification
• Document verification ModeOnline
• Target LocationPan India
• Certifications ProvidedISO 10002

  What is ISO 10002:2018 Certification

  This standard provides guidance in defining and implementing processes to monitor and measure customer complaint handling in organization.It is intended for use by organizations regardless of type, size or product provided. The focus of this standard is on customers satisfaction.

  Advantages:

  This standard provides guidance in defining and implementing processes to monitor and measure customer complaint handling in any type of organization. Obtain information on new expectation, resolving complaints to the satisfaction of the complainant and the organization.
  Identify trends and therewith eliminate causes of complaints, encourage personnel to improve their skills in working with customers, basis for continual review and analysis of the complaints-handling process.

  ISO 10002:2018 Certification Family

  ISO 10001 Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
  ISO 10002 Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
  ISO 10003 Quality Management – Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations
  ISO 10004 Quality Management – Customer Satisfaction – Guidelines for Monitoring and Measuring
  ISO 10005 Quality Management Systems – Guidelines for Quality Plans
  ISO 10006 Quality Management Systems – Guidelines for Quality Management in Projects
  ISO 10007 Quality Management Systems – Guidelines for Configuration Management
  ISO 10008 Quality Management – Customer Satisfaction – Guidelines for Business-to-Consumer Electronic Commerce Transactions
  ISO 10012 Measurement Management Systems – Requirements for Measurement Processes and measuring equipment
  ISO/TR 10013 Guidelines for Quality Management System Documentation
  ISO 10014 Quality Management – Guidelines for Realizing Financial and Economic Benefits
  ISO 10015 Quality Management – Guidelines for Training
  ISO/TR 10017 Guidance on Statistical Techniques for ISO 9001
  ISO 10018 Quality Management – Guidelines on People Involvement and Competence
  ISO 10019 Guidelines for the Selection of Quality Management System Consultants and Use of Their Services

  ISO 10002 Structure

  It was first released in year 2012 and later on upgraded in 2018 with main 8 clauses and 6 Annexure are as follows:

  Clauses
  1. Introduction & Scope
  2. References
  3. Terms & Condition
  4. Guiding principals
  5. Complaints-Handling framework
  6. Planning, Design and Development
  7. Operation of complaints-handling process
  8. Maintenance & Improvement
  Annexure
  Annex A-Interrelationship of ISO 10001, 10002, ISO 10004 and 10002.
  Annex B-Guidance for small business
  Annex C-Form for complainant
  Annex D-Objectivity
  Annex E- Complaint handling flowchart
  Annex F-Complaint follow-up form
  Annex G-Responses
  Annex H- Escalation flowchart
  Annex I- Continual monitoring
  Annex J- Audit

  How to get / what is Process for ISO certification?

  To get the ISO certification, please fill up below given form & our team will contact you.
  Step-1 Query from the Client
  Step-2 Filling up the Application form
  Step-3 Agreement Approval
  Step-4 Stage-1 Audit
  Step-5 Stage-1 Audit NC’s Closing
  Step-6 Stage-2 Audit
  Step-7 Stage-2 Audit NC’s Closing
  Step-8 Certificate Release