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IS/ISO 10002 : 2004(R2014)

Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
Available format(s)

Hardcopy

Superseded date

05-11-2021

Language(s)

English

Published date

01-01-2014

NATIONAL FOREWORD
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
5 Complaints-handling framework
6 Planning and design
7 Operation of complaints-handling process
8 Maintenance and improvement
Annex A (informative) - Guidance for small businesses
Annex B (informative) - Form for complainant
Annex C (informative) - Objectivity
Annex D (informative) - Complaint follow-up form
Annex E (informative) - Responses
Annex F (informative) - Escalation flowchart
Annex G (informative) - Continual monitoring
Annex H (informative) - Audit
Bibliography

Gives guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement.

Committee
MSD 2
DevelopmentNote
Supersedes BIS IS 15400. (09/2010)
DocumentType
Standard
Pages
0
PublisherName
Bureau of Indian Standards
Status
Superseded
Supersedes

Standards Relationship
ISO 10002:2014 Identical

BIS IS 16010 : 2012 AMD 1 2013 GOOD GOVERNANCE - GUIDANCE
BIS IS 15800 : 2007 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR SERVICE QUALITY BY PUBLIC SERVICE ORGANIZATIONS

ISO 19011:2011 Guidelines for auditing management systems
BIS IS/ISO 19011 : 2011(R2016) GUIDELINES FOR AUDITING MANAGEMENT SYSTEMS
ISO 9004:2009 Managing for the sustained success of an organization A quality management approach
BIS IS/ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
BIS IS/ISO 9001 : 2015 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
ISO 9001:2015 Quality management systems — Requirements
ISO/IEC Guide 71:2014 Guide for addressing accessibility in standards
ISO 9000:2015 Quality management systems — Fundamentals and vocabulary
BIS IS/ISO 9004 : 2009 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH

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