ISO 10002:2004 质量管理 客户满意度 机构投诉处理指南

标准编号：ISO 10002:2004

中文名称：质量管理 客户满意度 机构投诉处理指南

英文名称：Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

发布日期：2004-07

标准范围

ISO 10002:2004提供了有关组织内产品投诉处理流程的指南，包括规划、设计、操作、维护和改进。所述投诉处理流程适合作为整体质量管理体系的流程之一使用。ISO 10002:2004不适用于提交组织外解决的争议或与雇佣相关的争议。它也适用于所有规模和部门的组织。附件A专门为小企业提供了指导。ISO 10002:2004阐述了投诉处理的以下方面:--通过创造一个以客户为中心的开放式反馈环境（包括投诉），解决收到的任何投诉，提高组织改进其产品和客户服务的能力，提高客户满意度；--通过充分获取和部署资源，包括人员培训，实现最高管理层的参与和承诺；--确认并满足投诉人的需求和期望；--为投诉人提供公开、有效且易于使用的投诉流程；--分析和评估投诉，以提高产品和客户服务质量；--对投诉处理过程进行审计；--审查投诉处理流程的有效性和效率。ISO 10002:2004无意更改适用法律或监管要求规定的任何权利或义务。

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.ISO 10002:2004 addresses the following aspects of complaints handling:-- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;-- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;-- recognizing and addressing the needs and expectations of complainants;-- providing complainants with an open, effective and easy-to-use complaints process;-- analysing and evaluating complaints in order to improve the product and customer service quality;-- auditing of the complaints-handling process;-- reviewing the effectiveness and efficiency of the complaints-handling process.ISO 10002:2004 is not intended to change any rights or obligations provided by applicable statutory or regulatory requirements.

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