ISO 10002 Consultant for Customer satisfaction and complaints handling
ISO 10002:2018 is an international standard provides guidance in defining and implementing processes to monitor and measure complaint handling in organization. It is intended for use by organizations regardless of type, size or product provided. The focus of this standard is on customers' satisfaction. It adopts quality management system to enhance the customer satisfaction. The standard not only helps in handling the customer complaints but also helps in converting the customer complaints as an opportunity to improve the quality of the service. ISO 10002 Certification in India is gaining more attraction towards the organizations to enhance customer satisfaction by handling complaints in smart way.
To achieve ISO 10002:2018 certification, organisations can take help from our ISO 10002 Consultant who has rich experience in the field of implementation of this standard. Our team of ISO 10002 consultants is able to bring a wealth of experience from working with a wide range of organisations. They will work with you to provide a working system that is tailored to your organisation's needs and prepare you for your ISO 10002:2018 audit.
How to Achieve ISO 10002:2018 Certification?
The ISO 10002:2018 Certification process and time required is vary as the type and size of the organization. ISO 10002:2018 certificate is issued by certifying body, which is accredited to provide certificate under the ISO 10002:2018. The ISO 10002 certification is issued for the period of 3 years after successful completion of pre-assessment and registration (Final) assessment. The ISO 10002 certificate is valid till 3 years from the date of issue. Surveillance audits are conducted by the certifying body within the period of 3 years at the interval of 6 Months, 9 Months or 12 Months depending upon the nature and size of the organization. Upon completion of 3 years, renewal audit is done for new 3 years cycle.
ISO 10002 certification consultancy services are provided by Punyam.com, having a vast industrial experience in the implementation of ISO 10002:2018 for all organisations. ISO 10002 Consultants of Punyam.com provides effective complaint handling management system implementation consultancy to organisations in the following manner:
- Micro-level survey for each and every activity of the organisation and preparation of a detailed Gap Analysis report,
- Preparation of applicable documents as required by ISO 10002:2018 based on the detailed study of all activities of the organisation, such as;
- ISO 10002 Manual.
- ISO 10002 Procedures (Mandatory procedures required by the standard).
- Policy.
- Process Approach.
- Exhibits.
- Formats to establish the objective evidence of implementation and to ensure control over the entire activities
- Provide ISO 10002 awareness training to all levels of employees within the organisation.
- Conduct internal audit to check readiness for the ISO 10002:2018 certification.
- Take corrective actions for non-conformities.
- Apply for ISO 10002:2018 Certification.
- Avail pre-certification audit of certifying body.
- Take actions on suggestions given by them.
- Final audit by certifying body.
- Take corrective actions on the non-conformities to the satisfaction of the certifying body.
- 11. Get certified for ISO 10002:2018.
ISO 10002:2018 Certification addresses all aspects of complaints handling with benefits as below:
- Imports guidance for establishing a Framework for effective complaint handling.
- Improved product and service quality.
- Recognizing and dealing with the source of complaints.
- Enhanced customer satisfaction and customer focused product.
- Enhancement of operating efficiency.
- Ensuring the commitment of top management.
- Better approach for continual improvement.
- Good competitive advantage in the marketplace
For compliance with ISO 10002 Guidelines for customer satisfaction and complaints handling, an organization should fulfil the following requirements:
- Follow the 14 guiding principles set out in clause 4.2 to 15 of the standard
- Establish a robust complaints-handling framework
- Customer-focused complaints-handling policy and objectives
- A complaints-handling management representative and other competent managers and personnel for complains handling
- An effective and efficient complaints-handling process
- Communication of complaints-handling process
- Procedures for receipt, tracking, acknowledgement, initial assessment, investigation, communicating the decision and closing of the complaints.
- Analysis and evaluation of complaints to identify opportunities for improvement or changes in processes, products and services offered.
- Determine the levels of satisfaction of complainants with the complaints-handling process.
- Continual monitoring of the complaints-handling process
- Audit of the complaint-handling process
- Review of the complaints-handling process by management on a regular basis.
- Continually improve the effectiveness and efficiency of the complaints-handling process.
Our Strength for Quality Management System Consultancy
- We have a team of highly- experienced ISO consultant and globally certified lead auditors for Consulting Services
- Our team is having graduate/master degree of Engineering/management having more than 15+ years of experience in management system implementation for clients.
- Our consultants provide handholding support to clients in development and implementation of policies, plans, controls, documentation and record-keeping as well.
- 1000+ Quality Management System implementation in various industries in 15+ countries.
- Implemented 7000+ Man-days QMS projects successfully
- We follow the latest standard industry best practices for QMS implementation
- 200+ Editable documents for various management systems have been sold to our global clients
- 1000+ personnel of clients and other individuals trained by our consultants for awareness, system implementation and auditor training through online/class room.
- Our QMS consultants work with more than 50 leading International & National Certification Bodies such as BV; BSI; TUV; DNV; SGS; Lloyds; ISOQAR; NABL; IAS; UKAS, etc.
- Our clients had got benefits of continuous improvements and business excellence with use of our practical approach in consultancy projects.
- In our ready to use QMS documentation package we provide 150+ editable sample document templates with more than 400 pages.