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ISO 10002:2014: Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (e-standard)

ISO 10002:2014: Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (e-standard)

PDF, 36 pages, Published 2014
Dimensions: 81/2 x 11
Item Number: T988E

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Keywords

  • customer satisfaction
  • complaints handling

Description

ISO 10002:2014 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 10002:2014 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.