IS/ISO 10002 : 2004(R2014)
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
01-01-2014
11-05-2021
NATIONAL 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 on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement.
| Committee |
MSD 2
|
| DevelopmentNote |
Supersedes BIS IS 15400. (09/2010)
|
| DocumentType |
Standard
|
| PublisherName |
Bureau of Indian Standards
|
| Status |
Superseded
|
| Supersedes |
| Standards | Relationship |
| ISO 10002:2014 | Identical |
| BIS IS 16010 : 2012 AMD 1 2013 | GOOD GOVERNANCE - GUIDANCE |
| BIS IS 15800 : 2007 | QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS |
| ISO 19011:2011 | Guidelines for auditing management systems |
| BIS IS/ISO 19011 : 2011(R2016) | GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS |
| ISO 9004:2009 | Managing for the sustained success of an organization — A quality management approach |
| BIS IS/ISO 9000 : 2015 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY |
| BIS IS/ISO 9001 : 2015 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC Guide 71:2014 | Guide for addressing accessibility in standards |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| BIS IS/ISO 9004 : 2009 | MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH |