ISO 10002:2004 Implementation Roadmap

[srikanthnxt]

Hi, I am looking for advice from forum experts on implementation of ISO 10002:2004 in an organization. I basically need to know from where to start and stages involved till final implementation/certification.

Thanks for the help in advance.

Note: ISO 10002:2004 is: Quality Management -- Customer Satisfaction -- Guidelines for complaints handling in organizations

[antivenom]

<-- Look at the Live Webinar advertised.

DNV will be addressing this standard.

Just sign up, they will advise you to download a software and they will remind you.

[Sidney Vianna]

Originally Posted by antivenom

Just sign up, they will advise you to download a software and they will remind you.

Thanks. The webinar will go over ISO 10002:2004 requirements for an effective complaint handling system. I will be delivering that webinar.

The software you refer to is probably part of the application you must have in your computer to be able to follow the webinar. Just for clarification, it is not a DNV software, but part of the Readycomm requirements for running web conferences.

[howste]

I wasn't aware that this document was one you could have certification for. It's a guidance document: Quality management — Customer satisfaction — Guidelines for complaints handling in organizations. There are no "shalls" in the standard, only "shoulds."

I have a copy, and I've used it as guidance on getting the most out of a very important part of any QMS. I've never looked at trying to implement it wholesale and then verify conformity to the "shoulds" listed. I think it should be considered as possibly a "best practice" and consider implementing the "shoulds" that are appropriate to my organization.

[Sidney Vianna]

Originally Posted by howste

I wasn't aware that this document was one you could have certification for.

And who is offering certification to it? Actually paragraph 0.2 of ISO 10002 states that such document is not intended for certification or contractual purposes.

[srikanthnxt]

Thank you very much for the replies antivenom and Sidney Vianna. I have already registered for the webinar. But my boss is behind me and I am in need of this at the earliest. It would be of great help if you assist me in this regard.

[howste]

Originally Posted by Sidney Vianna

And who is offering certification to it?

Nobody. I was answering this:

Originally Posted by srikanthnxt

I basically need to know from where to start and stages involved till final implementation/certification.

[srikanthnxt]

I came across a BSI global link that talks about certifying 10002. I am unable to place the direct link here as it doesn't allow me.