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We possess extensive expertise in assisting organizations in achieving ISO 10002:2014 (QM-CS) and BS 25999:2006 (BCMS) certifications. ISO 10002:2014, a globally recognized quality certification, prominently features in our portfolio.
It equips organizations to more effectively manage complaints related to their products throughout the entire lifecycle, encompassing planning, design, operation, maintenance, and improvement.
ISO 10002:2014 offers comprehensive guidance for establishing a robust complaints handling process within an organization. This process can be seamlessly integrated as a vital component of an overarching quality management system.
It is important to note that ISO 10002:2014 is not designed for addressing disputes referred for resolution external to the organization or for managing employment-related disputes.
This standard is designed to cater to organizations of diverse sizes and sectors, fostering a customer-centric environment that welcomes feedback, including complaints. Its benefits are particularly advantageous for small businesses, as outlined in Annex A.
ISO 10002:2014 addresses several key aspects of complaints handling, including:
By creating a customer-focused environment receptive to feedback and effectively resolving complaints, organizations bolster customer satisfaction and enhance their ability to refine products and customer service.
This standard underscores the commitment of top management and the allocation of necessary resources, including personnel training.
It highlights the importance of recognizing and addressing the needs and expectations of complainants.
ISO 10002:2014 advocates for an open, efficient, and user-friendly complaints process.
Organizations are encouraged to analyze and evaluate complaints to drive improvements in product quality and customer service.
This standard underscores the need for auditing the complaints-handling process and regularly reviewing its effectiveness and efficiency.
The Advantages of ISO 10002:2014 include:
By implementing an ISO 10002:2014 (QM-CS) certified complaint handling management system, organizations gain a clearer perspective on client requirements. This enables them to better align their products and services with customer expectations.
ISO 10002:2014 serves as a valuable tool for auditing the complaints-handling process.
It provides organizations with the means to review and enhance the effectiveness and efficiency of their complaint-handling process.
Through a meticulous analysis and evaluation of complaints and feedback, organizations gain valuable insights into their product and service offerings, identify areas for improvement, and enhance client satisfaction.
In summary, ISO 10002:2014 is an invaluable asset for organizations seeking to optimize their complaints management processes, strengthen customer relationships, and refine their product and service quality.
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