ISO 10002: 2014 conformity and certification was amended with an objective of resolving complaints of employees, customers and those related to the organization. ISO 10002 have adopted complaint handling process to ensure effective and efficient working of an organization. This international standard is applicable to all types of the organization conducting any type of legal activities. ISO 10002 is beneficial for the organization by improving its reputation globally. By following the right process of complaint handling, organizations can add value to the product and services. ISO 10002 guides organizations to enhance their area of complaints and achieve customer satisfaction.
Requirement of ISO 10002: 2014:
- Customer focus and satisfaction
- Quality management
- Complaint handling process
- Continual improvement
- Confidential information about the complaint
- Remedy of the complaint
ISO have adopted process approach which follows PDCA act (Plan – Do – Check – Act) cycle which brings in a drive for continued perfection in the process of organization.
Benefits of ISO 10002: 2014 :
- Improved product and service quality.
- Recognizing and dealing with the source of complaints.
- Enhanced customer satisfaction and costumer focused product.
- Resolving of complaints and customer support
- Involvement and commitment of top management.
- Adds credibility of International stature against other organizations.
- Helps establish appropriate systems to control manpower systematically and monitor their performances.
- Mandates continuous monitoring & measurement of the processes preventing unintended derailments.
Problems faced in ISO 10002: 2014:
- ISO 10002 often turns the victim of the premature judgment of the complaint handler.
- Achievement of ISO 10002 also faces impartiality of management.
- Sometimes organizations become a victim of wrong motives of an outsider or a rival.
- There is a fear of maintenance of confidential complaint in an organization.
- Organizations have to confront non-realistic complaints.
- Unreasonable and controversial arguments may arise from complaints.
- Complaints may result in the lack of support and motivation in the employees.
- Organizations face problems in auditing due to lack of proper knowledge, training and required the ability to comprehend the requirements of the standard.
- Auditing, Training and improving quality can cost you more than you can input, which makes most of the organization to step out of the process.
- The possibility that the Consultant guides through, and emphasizes on massive documentation which the organization cannot handle, and somehow aren't the mandatory requirement of the international standard too.
- Unprofessional and incorrect offers given by Consultants that displays a very wide range of pricing. This creates confusion and hampers the Consultant selection process.
Worried? You don't have to. Ascent INSPECTA has amazing solutions for you.
- Ascent INSPECTA being an expert in this field ensures reliable, fair and equity-based reports.
- Ascent INSPECTA officers help you detect the wrong motive in a complaint.
- Ascent INSPECTA is a trusted consultancy for more than 13 years. We keep every detail of our clients highly confidential.
- Ascent INSPECTA experts guide you to tackle with non – realistic complaints relieving unwanted and useless strains from you.
- Ascent INSPECTA prevents unreasonable and controversial arguments to shape in your organization.
- Ascent INSPECTA provides complete understanding and proper training to personnel that can solve complaint issues easily. Ascent INSPECTA provides training based on the need of the organization and not unnecessary ones.
- Ascent INSPECTA displays proper complaint handling process plan and helps you execute it strictly. Suitable remedy and apology application process is also advantageous for the attainment of ISO 10002 for which Ascent INSPECTA will guide you through.
- Ascent INSPECTA utilizes methods of making use of available resources within the organization that helps reduce expenses.
- Ascent INSPECTA based Solutions Architects perform a detailed business profile analysis and undertake a gap analysis before the project outline is designed. No repeats, no non-useful documents are ensured.
- Ascent INSPECTA facilitates an in-depth and professional auditing services that are significantly more stringent that the audits done by certification bodies. This ensures no failure during external audits.
- Ascent INSPECTA works 24X7, to cater the needs of its customers all over the world. This gives you ample opportunity to demand our services even in the odd hours and holidays.
- Ascent INSPECTA has a general practice of complete analysis before an offer is given. It is extremely improbable that the total expenditure goes beyond the budgeted figures unless there are special requirements from the client's end. "Not a single penny extra", is a general motto that each Ascent INSPECTA employee abides by.
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