BS ISO 10002:2014
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
Hardcopy , PDF
English
31-08-2014
18-07-2018
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
5 Complaints-handling framework
6 Planning and design
7 Operation of complaints-handling process
8 Maintenance and improvement
Annex A (informative) - Guidance for small businesses
Annex B (informative) - Form for complainant
Annex C (informative) - Objectivity
Annex D (informative) - Complaint follow-up form
Annex E (informative) - Responses
Annex F (informative) - Escalation flowchart
Annex G (informative) - Continual monitoring
Annex H (informative) - Audit
Bibliography
Gives guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes BS 8600(1999) and 03/103789 DC. (08/2004)
|
| DocumentType |
Standard
|
| Pages |
40
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| ISO 10002:2014 | Identical |
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