ISO/FDIS 10002 Quality Management - Customer Satisfaction - Guidelines for Complaints

[Sidney Vianna]

ISO 10018 is designed to encourage harmonization of the divergent complaints handling processes practised in different countries and by different businesses worldwide. A common and internationally accepted ISO International Standard will provide a uniform set of guidelines to ensure consist treatment of complaints irrespective of where the transaction takes place.

[Claes Gefvenberg]

Originally Posted by Sidney Vianna

A common and internationally accepted ISO International Standard will provide a uniform set of guidelines to ensure consist treatment of complaints irrespective of where the transaction takes place.

Sidney... for constantly providing us with good info.

/Claes

[Sidney Vianna]

You are welcome, Claes.

Ooops. It looks like they changed the document designator:
ISO/FDIS 10002 Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations

[Marc]

Ah, progress! Don't 'cha just luv it!?!

[Sidney Vianna]

For those ASQ members that want to know about upcoming ISO documents concerning complaint resolution

Three International Organization for Standardization standards that focus on
prevention and resolution of product and service related complaints are being
developed.
Together, they form a triad of guidelines for a comprehensive complaint management system, which can be used independently or integrated with other systems, such as ISO 9001.

http://www.asq.org/members/news/qual...rapetrovic.pdf

[quality.consultant]

Hi all..

I would like to have a look at the ISO 10002 standard. If anybody has an electronic version, could you please e-mail it to me at: Mail address removed in order to prevent spam bots from directing spam to the poster. See next post)

Thanks in advance.

Regards.
15.09.2005

[Claes Gefvenberg]

Hello QC, and welcome to the Cove

Originally Posted by quality.consultant

If anybody has an electronic version, could you please e-mail it to me

I'm sorry, but no: Circulating copyrighted documents is against the law, and we cannot allow it. Apart from being illegal, it would get the Cove into trouble, and it's too valuable a resource to risk that.

As you can see I removed the mail address from your post. This is not because of the copyright issue, but to protect you from spam. Spam bots will find any openly posted mail address within minutes and direct a heap of spam your way. Other members can still send mail to you by clicking your name and choosing mail from the menu you will find there... But: They will not see your address, and neither will the bots...

/Claes

[alekra]

If I am allowed, I will attach the file of the Project Version of the ISO 10002 (March, 2005) that I have. But, it is in Portuguese, then it must be translated to English in some translator (I´m not used to this kind of technology, otherwise I would try before attaching).
I think in Project phase the standards are free for reading, but as I´m not sure about it I´ll wait for an answer from the moderator, OK?