ISO 10002 : 2018 addresses the following aspects of complaints handling:
Enhancing customer satisfaction by open feedback (including complaints), resolving any complaints received
Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
Recognizing and addressing the needs and expectations of complainants;
Providing complainants with an open, effective and easy-to-use complaints process;
Analysing complaints in order to improve the product and customer service quality.
The time to get ISO Certification depend on company size, number of locations, business nature and operation complexity.
For Company (Staff < 20), it take 4 months on average.
For Company (Staff ~50), it take 6 months on average.
For Company (Staff ~100), it take 7-9 months on average.
You may take below steps :
1) ISO 10002 Gap Analysis.
2) Establishment of ISO 10002 Documentation.
3) Attend ISO 10002 Training.
4) Implementation of ISO 10002 System.
5) Arrange an Internal Audit
6) External ISO 10002 Audit by Certification Body.
There are two major Fees.
1) ISO 10002 Certification Fee charged by Accredited Certification Body such as SGS, Lloyd’s Register,BV, BSI, ACI, DW..
2) Consultant Fee charged by us.
The Fees depend on company size, number of departments, number of locations and complexity of complaint handling.
No. Because of conflict of interest. Certification Body can provide ISO 9001 Standard generic training only but cannot tell you how to implement ISO 10002 System in your company.
Absolutely Yes. In general, ISO Consultant will draft documentation, guide your company to implement ISO 10002 system until passing in ISO 10002 Certification Audit.
In general, the company can put the ISO 10002 logo in the website, name card and letterhead after receipt of corresponding ISO 10002 Certificate.
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…internal communication and company operation have been highly enhanced….
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