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BS ISO 10002:2014

BS ISO 10002:2014

$167.15

Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

Published By Publication Date Number of Pages
BSI 2014 40
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PDF Catalog

PDF Pages PDF Title
7 Foreword
8 Introduction
11 Section sec_1
Section sec_2
Section sec_3
Section sec_3.1
Section sec_3.2
1 Scope
2 Normative references
3 Terms and definitions
12 Section sec_3.3
Section sec_3.4
Section sec_3.5
Section sec_3.6
Section sec_3.7
Section sec_3.8
Section sec_3.9
Section sec_3.10
Section sec_4
Section sec_4.1
Section sec_4.2
Section sec_4.3
4 Guiding principles
4.1 General
4.2 Visibility
4.3 Accessibility
13 Section sec_4.4
Section sec_4.5
Section sec_4.6
Section sec_4.7
Section sec_4.8
Section sec_4.9
Section sec_4.10
Section sec_5
Section sec_5.1
4.4 Responsiveness
4.5 Objectivity
4.6 Charges
4.7 Confidentiality
4.8 Customer-focused approach
4.9 Accountability
4.10 Continual improvement
5 Complaints-handling framework
5.1 Commitment
14 Section sec_5.2
Section sec_5.3
Section sec_5.3.1
Section sec_5.3.2
Section sec_5.3.3
5.2 Policy
5.3 Responsibility and authority
15 Section sec_5.3.4
Section sec_5.3.5
Section sec_6
Section sec_6.1
Section sec_6.2
Section sec_6.3
6 Planning and design
6.1 General
6.2 Objectives
6.3 Activities
16 Section sec_6.4
Section sec_7
Section sec_7.1
Section sec_7.2
Section sec_7.3
6.4 Resources
7 Operation of complaints-handling process
7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
17 Section sec_7.4
Section sec_7.5
Section sec_7.6
Section sec_7.7
Section sec_7.8
Section sec_7.9
Section sec_8
Section sec_8.1
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints
8 Maintenance and improvement
8.1 Collection of information
18 Section sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
Section sec_8.6
Section sec_8.6.1
8.2 Analysis and evaluation of complaints
8.3 Satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling process
19 Section sec_8.6.2
Section sec_8.6.3
Section sec_8.7
8.7 Continual improvement
20 Annex sec_A
Annex A
(informative)

Guidance for small businesses

21 Annex sec_B
Annex B
(informative)

Form for complainant

23 Annex sec_C
Annex sec_C.1
Annex sec_C.2
Annex C
(informative)

Objectivity

24 Annex sec_C.3
Annex sec_C.4
Annex sec_C.5
25 Annex sec_D
Annex D
(informative)

Complaint follow-up form

29 Annex sec_E
Annex E
(informative)

Responses

30 Annex sec_F
Annex F
(informative)

Escalation flowchart

31 Figure fig_.1
32 Annex sec_G
Annex sec_G.1
Annex sec_G.2
Annex sec_G.3
Annex sec_G.3.1
Annex G
(informative)

Continual monitoring

33 Annex sec_G.3.2
Annex sec_G.3.3
35 Annex sec_H
Annex H
(informative)

Audit

36 Reference ref_1
Reference ref_2
Reference ref_3
Reference ref_4
Reference ref_5
Reference ref_6
Reference ref_7
Bibliography

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BS ISO 10002:2014
$167.15