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ISO 10002

ISO 10002

The International Standards Organization (ISO) have issued many supporting standards which can be used in conjunction with the ISO 9000 series, ISO 10000 Series specialy ISO 10002 for customer satisfaction is compatible with ISO 9001 and ropes the objectives of this standard through the operative and efficient application of a process to progress and implement a code of conduct related to customer satisfaction.

 

This International Standard series can also be used individualistically of ISO 9001 and ISO 9004; it may be used either independently or in combination with other standards like ISO 9001 / ISO 9004. When used together, they can be part of a wider and combined framework for improved customer satisfaction through codes of conduct, complaints handling and dispute resolution system in place. ISO 10004 complements ISO 10001, ISO 10002 and ISO 10003 by providing guidance on the monitoring and measuring of customer satisfaction. The information gained can guide the organization which have adopted standards to take actions which can help to sustain or enhance customer satisfaction.

 

Rapid Review: Standard ISO 10002 provides guidance for the design and application of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. This International Standard addresses the following aspects of complaints handling:

 

·        Improve customer satisfaction

·        Resolve complaints received

·        Top management involvement and commitment

·        Recognizing and addressing the needs and expectations of complainants

·        Analyzing and evaluating complaints to improve the quality of the product / service quality

·        Auditing of the complaints handling process

·        Reviewing the effectiveness and efficiency of the process of handling complaints

 

Complaints are a very important indicator of customer satisfaction.

 

Goal of the standard ISO 10002: The handling of complaints through a process as described in ISO 10002 should improve customer satisfaction. Encouraging customer feedback (not limited to complaints) should offer prospects to maintain or enhance customer loyalty and endorsement and improve domestic and international competitiveness.

 

Benefits:

·        Obtain information on new opportunities

·        Undertaking complaints to the satisfaction of the complainant and the organization

·        Identify trends and therewith eliminate causes of complaints

·        Basis for continual review and analysis of the complaints-handling process

·        Customer-focused approach to resolving complaints

·        Encourage personnel to improve their skills in working with customers

 

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Tnv Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, Tnv, Tnv ISO, Tnv ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

Tnv Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, Tnv, Tnv ISO, Tnv ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

Tnv Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, Tnv, Tnv ISO, Tnv ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

Tnv Certification offers ISO 9001, 14001, OHSAS 18001 and ISO 22000 certification In India, Iran, Nepal, Bhutan, Turkey, Bangladesh and other part of India, Tnv, Tnv ISO, Tnv ISO India, ISO 9001 Certificate in Delhi, ISO 9001 Certification in India and much more certification Services in India sub continents

TNV encourage to adopt and implement latest available standards ISO 9001:2015 & ISO 14001:2015, hence no application shall be accepted after 01st Jan. 2017 for ISO 9001:2008 & ISO 14001-2004 standard, earlier this date was 01st Sept. 2017. Existing client may continue using their certification status till the validity of the standards i.e. 15th Sept. 2018

TNV encourage to adopt and implement latest available standards ISO 9001:2015 & ISO 14001:2015, hence no application shall be accepted after 01st Jan. 2017 for ISO 9001:2008 & ISO 14001-2004 standard, earlier this date was 01st Sept. 2017. Existing client may continue using their certification status till the validity of the standards i.e. 15th Sept. 2018

The International Organization for Standardization ISO is an international standard-setting body composed of representatives from various national standards organizations. Founded on 23 February 1947, the organization promotes worldwide proprietary, industrial and commercial standards. It is headquartered in Geneva, Switzerland and works in 164 countries. It was one of the first organizations granted general consultative status with the United Nations Economic and Social Council.

The International Organization for Standardization ISO is an international standard-setting body composed of representatives from various national standards organizations. Founded on 23 February 1947, the organization promotes worldwide proprietary, industrial and commercial standards. It is headquartered in Geneva, Switzerland and works in 164 countries. It was one of the first organizations granted general consultative status with the United Nations Economic and Social Council.

TNV shall start accepting the transition request by January 2019, TNV Plan Single visit approach in normal case, but in case of special request from the Client; staged process may be adopted. Transition may be carried out either by special audit for the transition or with the surveillance audit. Man-days for the transition may be following: a. In case of Special audit, 1/3rd of the initial audit man-days subject to minimum 1 man-days. b. In case of transition audit planned with Surveillance audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. c. In case of transition audit planned with Recertification audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. ii) Certificate issued under ISO 22000:2005 shall not be affected and shall remain valid till the validity of certificate issued under old version of the standard i.e. (19th Jun. 2021). iii) TNV shall issue certificate for ISO 22000-2005 with the expiry date on or before 19th Jun. 2021 and this date can be extended to 29th June 2021. if client fails to complete the transition by three years after the publication of ISO 22000:2018, certificate shall expire its validity. This clause shall not affect the surveillance requirement of the TNV. In case transition is not completed during the validity period of the standards, the whole process of certification shall be required (Stage-1 & Stage-2 Audit to be made necessary for certification to be reinstated).

TNV shall start accepting the transition request by January 2019, TNV Plan Single visit approach in normal case, but in case of special request from the Client; staged process may be adopted. Transition may be carried out either by special audit for the transition or with the surveillance audit. Man-days for the transition may be following: a. In case of Special audit, 1/3rd of the initial audit man-days subject to minimum 1 man-days. b. In case of transition audit planned with Surveillance audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. c. In case of transition audit planned with Recertification audit, duration of the surveillance audit shall be increased by 20% of the required man-days subject to minimum .50 man-days. ii) Certificate issued under ISO 22000:2005 shall not be affected and shall remain valid till the validity of certificate issued under old version of the standard i.e. (19th Jun. 2021). iii) TNV shall issue certificate for ISO 22000-2005 with the expiry date on or before 19th Jun. 2021 and this date can be extended to 29th June 2021. if client fails to complete the transition by three years after the publication of ISO 22000:2018, certificate shall expire its validity. This clause shall not affect the surveillance requirement of the TNV. In case transition is not completed during the validity period of the standards, the whole process of certification shall be required (Stage-1 & Stage-2 Audit to be made necessary for certification to be reinstated).
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