Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3.2

V

virajs

#1
Dear friends,

we do have a complaint handling procedure in place. According to the Financial Service Commission in Mauritius, we, insurance company, are required to appoint a Complaints Coordinator to deal and resolve complaints from clients.

Please refer to clause 5.3.2 of the above mentioned standard:

'The complaints-handling management representative should be responsible for the following:
a) establishing a process of perfomance monitoring, evaluation and reporting'

Please explain how this is to be done?

Kindly also elaborate on the segregation of duty of the Complaints Coordinator and the Management Representative as per this standard.

thanks in advance

rgds
viraj
 
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harry

Super Moderator
#2
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Please refer to clause 5.3.2 of the above mentioned standard:

'The complaints-handling management representative should be responsible for the following:
a) establishing a process of perfomance monitoring, evaluation and reporting'

Please explain how this is to be done?
In a nutshell, the complaints handling representative is the 'manager' of this process whose duties include:
1. Set performance monitoring processes (performance such as response time to customer complaints, maximum days allowed for the disposal of complaints, etc).
2. Evaluating performance of the complaints-handling process usually by audits and
3. Reporting on the results of audits, recommendations for improvements etc, similar to a QMS.

Kindly also elaborate on the segregation of duty of the Complaints Coordinator and the Management Representative as per this standard.
I think the standard is silent on this matter and for a good reason - it depends (on number of customers and number of complaints) or is up to each organization. They can be the same person or two different persons. Note that this standard is for the customer complaints-handling process only. It actually compliments your QMS and the QMR should be able to handle it with not much additional effort.
 
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M

Morris123

#3
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Hi,
Can somone help me if its possible? I'm looking for the AS/ISO Complaints Management Standard 10002:2006.

Need your help and advice
 

harry

Super Moderator
#4
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Hi,
Can somone help me if its possible? I'm looking for the AS/ISO Complaints Management Standard 10002:2006.

Need your help and advice
Welcome to the Cove.

The standard is a copyrighted document and hence it cannot be shared over here. However, if you are looking for resources, here's it.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#5
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Hi,
Can somone help me if its possible? I'm looking for the AS/ISO Complaints Management Standard 10002:2006.

Need your help and advice
You can watch an old webinar on demand I delivered back in 2008 about the standard. It is available here.
 
M

Mario Alberto83

#6
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Hi everybody

I know this is an old thread, do not know if they´re monitored when updated and somebody will see my question, but there it goes.

I have heard that some companies implement surveys in order to monitor customer satisfaction. I personally think it is not necessary and in some cases it can be negative, see my reasons below.

1) The proper/objective/enough ways to monitor customer satisfaction are through OTD and Prodcuct conformace/compliance. Those are the variables the company can control, monitor and improve.

2) A survey generally includes questions related to OTD and product conformace/compliance which is completely unnecessary if the company has a QMS that handles with that. A survey can work for companies that do no have a QMS in place.

3) It is not defined who in the customer organization is enabled to respond surveys so, anyone can do that and the result can easily be influenced and turned into a bad feedback if the person does not know the big picture of the supplier performance.

4) Customer perception is subjective and not always is right.

5) It is difficult to apply because customer usually does not like to answer surveys.

I believe customer satisfaction should be monitored through objective ways so the output is a fair assessment and thus avoid unnecessary action by the supplier side.

I am the QMS development leader in my company and I have been proposed to include surveys in order to monitor customer satisfaction however I believe the proper QMS operation will cover it itself through monitoring of OTD and good product delivery then apply corrective action in order to improve and management review for monitoring and make the process systemic.

Please let me know your valuable comments
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#7
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

....snip......
4) Customer perception is subjective and not always is right....snip...
Please let me know your valuable comments
There is no way of effectively monitoring customer satisfaction WITHOUT INVOLVING the customers. Your points are well taken, but the concept of subjectivity-free customer satifaction monitoring is utopic. Customer feedback should be perceived as a welcomed input to allow for product, process & system improvement. Customer satisfaction monitoring processes can be as complex, sophisticated or simple and straight forward as the organization devises it, but the key question is to make it a value added process from the business perspective.
 
#8
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Customer perception is subjective and not always right?

Really? The Customer's perception is their reality, whether you agree with it or not. It's not a case of being right or wrong, I'd respectfully suggest.

Think about your own personal situation. How would you like to be contacted by an organization you use - a phone carrier, for example, and be told 'You're wrong' or something similar, or to have it explain that you're being emotional about their service etc. Think how that would 'sit' with you...
 

mdemirer

Starting to get Involved
#9
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

Hi,

We are deciding whether getting this certificate or not in near future.
Would you tell me what are the advantage and disadvantages of this certification?
Our main customers are Ford, Daimler, BMW, Renault etc., and we have ISO TS 16949 certification in our plant.
Our system is very stiff and relations are always on top level with customers because we have to work in this way.
There is no way!

What are your opinions? Your observations are very important in this phase.
For me, this certification seems unnecessary.

Thanks,
 
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Sidney Vianna

Post Responsibly
Staff member
Admin
#10
Re: Complaints Handling Responsibility - Customer Satisfaction - ISO 10002 Clause 5.3

We are deciding whether getting this certificate or not in near future.
Despite the fact some organizations have been certified to ISO 10002, the document should not be used for certification.

If you do a search here on ISO 10002, you will find a number of threads on that subject. I delivered a couple of webinars on ISO 10002 and at least one of them is available on-demand.
 
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