[DQS Korea] ISO 45001 발간!
오랜 시간 기다려 왔던 ISO 45001이 2018년 3월 12일 발간되었습니다.ISO 45001은 기존의 BS OHSAS 18001:2007을 대...
[DQS Korea] ISO 개정판 - 어떻게 이해관계자에 대한 분석을 할 것인가?
2018년 9월 14일이 빠르게 다가오고 있습니다. 이 때, ISO 9001:2008 및 ISO 14001:2004에 따라 발급 된 모든 인증서의 ...
[DQS Korea] ISO 45001 FDIS 발간
2017년 9월 ISO 45001 위원회 협의 이후, ISO는 ISO 45001에 대한 보다 구체적인 일정을 발표하였습니다.ISO 45001 DIS...
ISO 10002 - A guideline for successful complaint management
Justified or not – customer complaints are an unwelcome aspect of business for any organization in the manufacturing or service industry. By implementing a suitable process for handling complaints, however, you can turn a complainant into a satisfied customer. Guideline ISO 10002 provides your organization with guidance on how best to design this process – and we can offer you the corresponding audit and a Confirmation of Conformity, subject to maturity level. The aim of the Guideline is a complaint management system with beneficial effects for both parties: your products and services improve in quality through feedback, and your company image improves because you pay attention to your customers.
Give your customers a voiceEffective complaint management is characterized by being open to questions, complaints, and requests – so encourage your customers in as many different ways as possible to give you their feedback! Constructive feedback improves your organization’s ability to approach the elimination of errors in a systematic and solution-oriented way – the way of continuous improvement. At the same time, your employees realize that comprehensive customer service is the basis of sustainable business success.
In advance of any complaints, Guideline ISO 10001 offers a useful code of conduct. It elaborates at length how to implement and maintain an effective complaint management process. Find out what you can do when there is no immediate resolution. For legal conflicts, refer to ISO 10003; ISO/TS 10004 governs the monitoring and measuring of customer satisfaction.