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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 10002:2014 (en), Quality management
ISO 9001 specifies requirements for a quality ...
- ISO 10002:2014 (en), Quality management
ISO 10002:2004标准的定义. ISO 10002是什么？ 机构招揽一位新顾客的成本相当于保留一位现有顾客成本的至少四倍。 经常出现客户流失的组织将疲于修复其受损的声誉。 在当今的竞争环境中，由于产品和服务不断创新，可接受的表现水准也不断随之改变。 良好的投诉管理体系是对成功企业管理客户需求和实施品牌保护的一项关键性要求。 顾客满意度标准ISO 10002:2004 是实施投诉管理体系的指导性标准， 可帮助企业识别、管理和了解他们在处理顾客投诉方面的成效。 该标准规定了成功处理顾客投诉的关键要求和投诉管理控制方法，以帮助您处理顾客对公司的不满。
ISO 10002. 顧客的回覆包括投訴對於改善機構的產品和服務非常重要。. 投訴處理的過程包括找出問題的根源，所以顧客的回覆是企業成功的決定性因素。. ISO 10002目的在憑藉高透明度的投訴處理程序使機構和投訴者在改進空間及減低成本上雙方都得益。. 認證標準 ...
ISO 10002 is the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause, and how to eliminate them.
今年七月推出了新修訂版ISO 10002:2018，提升了與ISO 9001: 2015及其 他顧客服務標準的相容性。今期《管略》將介紹ISO 10002:2018的重點內容 及好處。期望新版ISO 10002可鼓勵更多機構推行有效的投訴處理程序，協助他們更 加強在市場上的競爭力。03
ISO 10002:2004(E) © ISO 2004 – All rights reserved vii 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
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.
