IS/ISO 10002 : 2004(R2014)
Superseded
QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
01-01-2014
05-11-2021
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Superseded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 |