ISO 10002:2004 Quality Management - Customer Satisfaction Certification

ISO 10002:2004 gives guidance on the procedure of complaints handling related to products within an organization, including planning, design, operation, maintenance and development. The complaints-handling procedure described is appropriate for use as one of the procedures of an overall quality management system.

“A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints handling procedure itself, where a response or resolution is explicitly or implicitly expected." ISO 10002 is pertinent to any organization that wishes to exceed client expectations, a basic necessity for businesses of all types and sizes, whether they’re in the private, public or voluntary sectors.

The international standard gives a framework that the information obtained through the complaints handling procedure can lead to –

• Development in products and procedure develop the reputation of organization
• Complaint Management System compliant to ISO 10002:2004 is pertinent to any organization that wishes to
• Exceed client expectations, a basic obligation for businesses of all types and sizes, whether they’re in the
• Private, public or voluntary sectors. ISO 10002:2004 is not applicable to disputes referred for resolution outside
• The organization or for employment-related disputes.