This International Standard is compatible with ISO 9001 and ISO 9004, and supports the objectives of these two standards through the effective and efficient application of a complaints-handling process. It can also be used independently of them.

ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. The process for complaints handling described in this International Standard can be used as an element of a quality management system.

ISO 9004 provides guidance on continual improvement of performance. The use of ISO 10002 can further
enhance performance in the area of complaints handling and increase the satisfaction of customers and other interested parties. It can also facilitate the continual improvement of the quality of products based on feedback from customers and other interested parties.

This International Standard is not intended for certification or for contractual purposes.

Benefits:

• Provide a complainant with access to an open and responsive complaints-handling process
• Enhance the ability of the organization to resolve complaints in a consistent, systematic and responsive manner, to the satisfaction of the complainant and the organization
• Enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization's operations
• Help an organization create a customer-focused approach to resolving complaints, and encourage personnel to improve their skills in working with customers, and
• Provide a basis for continual review and analysis of the complaints-handling process, the resolution of complaints, and process improvements made

Softcover. 32 pages. 2006

Item: T813
Member Price: $82.00
List/Forum-Division Price: $102.00

• Quality Management Standards
• Quality Management Systems Fundamentals and Vocabulary (Spanish Language Version) (e-standard)
• Quality Management Systems — Guidelines for Performance Improvements (Spanish Language Version) (e-standard)
• Quality Management Standards (Spanish Language Versions)
• Quality Management Systems Requirements (Spanish Language Version)

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