ANSI/ISO/ASQ Q10002-2004: Quality management — Customer satisfaction — Guidelines for complaints handling in organizations (e-standard)
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This International Standard provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants, and other interested parties.
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.
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PDF. File Size 0 KB. 32 pages. 2006
Item: T813E
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ANSI/ISO/ASQ Q10002-2004: Quality management — Customer satisfaction — Guidelines for complaints handling in organizations (e-standard)
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