SFS-ISO 10002:2018:en

Soveltamisala

Suomenkielistä soveltamisalaa ei ole saatavissa.

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses. This document addresses the following aspects of complaints handling: This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

Tämän julkaisun valmistelusta Suomessa vastaa SFS Suomen Standardit, puh. 09 149 9331.

Sisällysluettelo

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles

4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
4.6 Responsiveness
4.7 Objectivity
4.8 Charges
4.9 Information integrity
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness

5 Complaints-handling framework

5.1 Context of the organization
5.2 Leadership and commitment
5.3 Policy
5.4 Responsibility and authority

6 Planning, design and development

6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources

7 Operation of complaints-handling process

7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints

8 Maintenance and improvement

8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Evaluation of the satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling process
8.7 Continual improvement

Annex A Interrelationship of ISO 10001, this document, ISO 10003 and ISO 10004 (informative)
Annex B Guidance for small business (informative)
Annex C Form for complainant (informative)
Annex D Objectivity (informative)
Annex E Complaints-handling flowchart (informative)
Annex F Complaint follow-up form (informative)
Annex G Responses (informative)
Annex H Escalation flowchart (informative)
Annex I Continual monitoring (informative)
Annex J Audit (informative)

Bibliography

Näytä kaikki

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles

4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
4.6 Responsiveness
4.7 Objectivity
4.8 Charges
4.9 Information integrity
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness

5 Complaints-handling framework

5.1 Context of the organization
5.2 Leadership and commitment
5.3 Policy
5.4 Responsibility and authority

6 Planning, design and development

6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources

7 Operation of complaints-handling process

7.1 Communication
7.2 Receipt of complaints
7.3 Tracking of complaints
7.4 Acknowledgement of complaints
7.5 Initial assessment of complaints
7.6 Investigation of complaints
7.7 Response to complaints
7.8 Communicating the decision
7.9 Closing complaints

8 Maintenance and improvement

8.1 Collection of information
8.2 Analysis and evaluation of complaints
8.3 Evaluation of the satisfaction with the complaints-handling process
8.4 Monitoring of the complaints-handling process
8.5 Auditing of the complaints-handling process
8.6 Management review of the complaints-handling process
8.7 Continual improvement

Annex A Interrelationship of ISO 10001, this document, ISO 10003 and ISO 10004 (informative)
Annex B Guidance for small business (informative)
Annex C Form for complainant (informative)
Annex D Objectivity (informative)
Annex E Complaints-handling flowchart (informative)
Annex F Complaint follow-up form (informative)
Annex G Responses (informative)
Annex H Escalation flowchart (informative)
Annex I Continual monitoring (informative)
Annex J Audit (informative)

Bibliography

Tuoteryhmä(t)

03.120.10 Laatujohtaminen ja laadunvarmistus »
03.100.03 Laadunhallintajärjestelmä »

Sidokset

Velvoittavat viittaukset

ISO 9000:2015 Quality management systems — Fundamentals and vocabulary

Tekninen komitea

ISO/TC 176/SC 3 (SFS-julkaisut) Supporting technologies »

Vahvistuspäivä

17.08.2018

Julkaisupäivä

21.08.2018

Painos

1

Sivumäärä

37

Julkaisun kieli

englanti