Introduction

Step aside, ISO 9001/2/3. Introducing ISO 10001/2/3! Reflecting a shift from assurance to satisfaction seen in the latest ISO 9000 standards, it’s no surprise that a new family of international Customer Satisfaction standards is being introduced. Designed to complement the ISO 9001:2000 Quality Management System (QMS), these standards provide guidelines for creating a Customer Satisfaction Complaints System (CSCS or (CS)²). The family includes three standards: ISO 10001, ISO 10002, and ISO 10003. Unlike the outdated and now-discontinued ISO 9001/2/3:1994, the ISO 10001/2/3 standards are interrelated yet can be implemented independently, even without ISO 9001:2000. The concept, initially proposed by the Consumer Policy Committee (COPOLCO) of the International Organization for Standardization (ISO), offers guidance for companies in developing customer satisfaction codes of conduct (ISO 10001), managing internal product-related complaints (ISO 10002), and addressing external complaints (ISO 10003).

ISO 10002: Quality Management Guidelines for Complaints Handling is the latest quality management standard from ISO, focusing on customer complaint management. This standard provides a solution for organizations when customers are dissatisfied with products or services, offering guidelines for handling complaints effectively, ensuring positive outcomes for both the organization and the dissatisfied customer. ISO 10002:2004, titled “Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations,” is detailed enough to be implemented on its own or alongside other quality management and customer satisfaction tools, such as Customer Relationship Management and Six Sigma. It provides comprehensive guidance on managing the complaints-handling process, including principles, key considerations, and structural aspects, with numerous checklists, sample forms, and practical examples.

Objectives:

ISO 10002 – Guidelines for Complaints Handling in Organizations – What Will You Learn? By the end of the course, you will be able to:

• Articulate the importance of measuring customer satisfaction
• Develop a strategy to measure customer satisfaction
• Conduct customer satisfaction measurements using both internal and external methods
• Utilize measurement results to prioritize and drive changes or improvements

Contents:

The ISO 10002 Guide for Customer Complaints Handling outlines the key elements of an effective complaints-handling process.

• Define customer satisfaction
• Understand the benefits of managing customer relationships
• Recognize the importance of setting clear measurement objectives
• Learn about the customer satisfaction measurement framework
• Review current methods for measuring customer satisfaction
• Identify indicators of customer satisfaction
• Design and conduct customer surveys
• Analyze and apply survey results
• Plan a structured approach to measuring customer satisfaction