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ISO 10002:2018 (Complaints-handling) Awareness Training

ISO 10002:2018 (Complaints-handling) Awareness Training Presentation

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ISO 10002:2018 (Complaints-handling) Awareness Training

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  1. ISO 10002:2018 Complaints Handling C:\Users\Allan BigMac\Documents\000 OEC\Logo\The Logo Company\FINAL\OperationalExD24aR02bP01ZL\TRANSPARENT.png Company\FINAL\OperationalExD24aR02bP01ZL\TRANSPARENT.png C:\Users\Allan BigMac\Documents\000 OEC\Logo\The Logo © Operational Excellence Consulting. All rights reserved. © Operational Excellence Consulting. All rights reserved.

  2. NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: https://www.oeconsulting.com.sg NOTE: This is a PARTIAL PREVIEW. To download the complete presentation, please visit: https://www.oeconsulting.com.sg Learning Objectives Gain an overview of the ISO 10002 standard and its contents Gather practical tips on how to get started with ISO 10002 Acquire knowledge on customer satisfaction and complaints- handling 2 © Operational Excellence Consulting. All rights reserved.

  3. Contents 1 Introduction to Customer Satisfaction 2 Overview of ISO 10002 3 Contents of ISO 10002 4 Getting Started With ISO 10002 3 © Operational Excellence Consulting. All rights reserved.

  4. What is Customer Satisfaction? ▪ Customer satisfaction is a vital concept for businesses aiming to build strong customer relationships and achieve success ▪ Customer satisfaction is the measurement of how contented and pleased a customer is with a product, service, or overall experience with a company ▪ It reflects the customer’s perception of whether their expectations were met, exceeded, or fell short during their interactions with the brand 4 © Operational Excellence Consulting. All rights reserved.

  5. ISO 10002 Definition of Customer Satisfaction “Customer’s perception of the degree to which the customer’s expectations have been fulfilled.” Source: Based on ISO 10002:2018 5 © Operational Excellence Consulting. All rights reserved.

  6. Importance of Customer Satisfaction ▪ Why is customer satisfaction important? ▪ Satisfied customers are more likely to remain loyal, make repeat purchases, and recommend the company to others ▪ Positive customer experiences can lead to increased retention, word-of-mouth referrals, and enhanced brand reputation 6 © Operational Excellence Consulting. All rights reserved.

  7. Factors Affecting Customer Satisfaction ▪ Several factors impact customer satisfaction, such as product quality, customer service, ease of use, pricing, and customer complaint handling ▪ Efficient and empathetic complaint handling is crucial in resolving issues and turning negative experiences into positive ones ▪ Companies that excel in complaint resolution can enhance customer trust and loyalty, leading to improved overall satisfaction 7 © Operational Excellence Consulting. All rights reserved.

  8. The ROI of Customer Satisfaction ▪ Customer satisfaction delivers a strong return on investment (ROI) ▪ Satisfied customers are more likely to spend more, stay loyal, and generate positive word-of- mouth, driving business growth ▪ Efficient complaint handling can prevent customer churn and protect the company’s reputation, contributing to a higher ROI 8 © Operational Excellence Consulting. All rights reserved.

  9. What is ISO 10002? ▪ ISO 10002 is an international standard titled “ISO 10002:2018 – Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations” ▪ It is part of the ISO 10000 series, focusing specifically on customer satisfaction and complaints management 9 © Operational Excellence Consulting. All rights reserved.

  10. Purpose of ISO 10002 ▪ The primary purpose of ISO 10002 is to help organizations establish an effective and efficient complaints-handling process ▪ It provides guidelines for planning, designing, developing, operating, maintaining, and improving the complaints-handling system ▪ It covers complaints related to products, services, and all customer interactions 10 © Operational Excellence Consulting. All rights reserved.

  11. Who Can Benefit from ISO 10002? ▪ ISO 10002 is beneficial for organizations of all types and sizes, both in the public and private sectors ▪ Customer-facing employees, customer service teams, quality managers, and executives can all leverage the guidelines provided by ISO 10002 11 © Operational Excellence Consulting. All rights reserved.

  12. ISO 10002 Relationship with ISO 9001 and ISO 9004 ▪ ISO 10002, ISO 9001, and ISO 9004 work together to support organizations in achieving high levels of customer satisfaction and overall quality management excellence ▪ ISO 10002 provides specific guidance on complaints handling, while ISO 9001 and ISO 9004 offer the framework and principles for implementing effective quality management systems and driving continuous improvement throughout the organization 12 © Operational Excellence Consulting. All rights reserved.

  13. ISO 10002 can be used with other ISO management systems in different industries Examples of how ISO 10002 can be used with other ISO management systems: ISO 13485 (Medical Devices) ISO 22000 (Food Safety Management) ISO 45001 (Occupational Health and Safety Management): ISO 14001 (Environmental Management) ISO 10002 can be integrated into ISO 13485 to improve the complaints-handling process for medical device manufacturers and suppliers. ISO 10002 can be applied alongside ISO 22000 to manage customer complaints related to food safety issues. ISO 10002 can support ISO 14001 by providing a mechanism to address customer complaints related to environmental impacts. ISO 10002 can be utilized alongside ISO 45001 to handle customer complaints related to health and safety incidents or concerns. 13 © Operational Excellence Consulting. All rights reserved.

  14. Table of contents of ISO 10002:2018 6. Planning, design and development 1. Scope 2. Normative references 7. Operation of complaints- handling process 3. Terms and definitions 4. Guiding principles 8. Maintenance and improvement 5. Complaints-handling framework 14 © Operational Excellence Consulting. All rights reserved.

  15. The Plan-Do-Check-Act (PDCA) Process Model Plan Act Take actions to continually improve the Customer Satisfaction performance to achieve the intended outcomes Establish objectives, programs and processes necessary to deliver results in accordance with the organization’s Customer Satisfaction policy Act Plan Check Do Check Do Implement the processes of to achieve Customer Satisfaction policy and objectives Monitor and measure activities and processes with regard to the Customer Satisfaction policy and objectives, and report the results 15 © Operational Excellence Consulting. All rights reserved.

  16. ISO 10002:2018 Key Clause Structure (4-8) PLAN DO CHECK & ACT 4. Guiding Principles 5. Complaints-handling Framework 6. Planning, Design & Development 7. Operation of Complaints- handling Process 8. Maintenance & Improvement 4.1 General 5.1 Context of the organization 6.1 General 7.1 Communication 8.1 Collection of information 4.2 Commitment 5.2 Leadership and commitment 6.2 Objectives 7.2 Receipt of complaints 8.2 Analysis and evaluation of complaints 4.3 Capacity 5.3 Policy 6.3 Activities 7.3 Tracking of complaints 8.3 Evaluation of the satisfaction with the complaints-handling process 4.4 Transparency 5.4 Responsibility and authority 6.4 Resources 7.4 Acknowledgement of complaints 8.4 Monitoring of the complaints- handling process 4.5 Accessibility 7.5 Initial assessment of complaints 8.5 Auditing of the complaints- handling process 4.6 Responsiveness 7.6 Investigation of complaints 8.6 Management review of the complaints-handling process 4.7 Objectivity 7.7 Response to complaints 8.7 Continual improvement 4.8 Charges 7.8 Communicating the decision 4.9 Information security 7.9 Closing complaints 4.10 Confidentiality 4.11 Customer-focused approach 4.12 Accountability 4.13 Improvement 4.14 Competence 4.15 Timeliness Source: Adapted from ISO 10002:2018 16 © Operational Excellence Consulting. All rights reserved.

  17. Clause 5 – Complaints Handling Framework Sub-clauses Description 5.1 Context of the organization Understanding the organization’s internal and external environment in relation to complaints handling. ▪ 5.2 Leadership and commitment Demonstrating top management’s commitment to effectively handle complaints and improve customer satisfaction. ▪ Establishing a clear and customer-focused complaints handling policy, outlining objectives and expectations. 5.3 Policy ▪ Defining roles and responsibilities for handling complaints and ensuring the necessary authority to act upon them. 5.4 Responsibility and authority ▪ 17 © Operational Excellence Consulting. All rights reserved.

  18. Complaints-handling Flowchart 7.2 Receipt of Complaints 7.4 Acknowledgement of Complaints 7.3. Tracking of Complaints 7.5 Initial Assessment of Complaints Complaints 7.6 Investigation of Complaints 7.7. Response to Complaints 7.8 Communicating the Decision 7.9 Closing Complaints Source: ISO 10002:2018, Annex E 18 © Operational Excellence Consulting. All rights reserved.

  19. Getting Started with ISO 10002 Monitoring and Improvement Preparation FOUR PHASES OF ISO 10002 IMPLEMENTATION Implementation Planning and Design 19 © Operational Excellence Consulting. All rights reserved.

  20. TRANSPARENT.png Logo Fb / Logo Fb Png / How the hyperconnected are X Logo (Twitter | 01) - PNG Logo Women In Wilmington for Networking Operational Excellence Consulting is a management training and consulting firm that assists organizations in improving business performance and effectiveness. Based in Singapore, the firm’s mission is to create business value for organizations through innovative design and operational excellence management training and consulting solutions. For more information, please visit www.oeconsulting.com.sg 20 © Operational Excellence Consulting. All rights reserved.

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