ISO 10002

Complaints Handling Management System ISO 10002:2014

What is ISO 10002:2014 “Complaints Handling Management System”?

ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement for all types of commercial or non-commercial activities. It is intended for use by organizations of all sizes and in all sectors.

Benefit of implementing ISO 10002:2014 “Complaints Handling Management System”

  1. enhancing customer satisfaction, resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;

  2. top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

  3. recognizing and addressing the needs and expectations of complainants;

  4. analysing and evaluating complaints in order to improve the product and customer service quality;

  5. auditing of the complaints-handling process;

  6. reviewing the effectiveness and efficiency of the complaints-handling process.

Implementation phases but not limited to :

  1. Conduct Gap analysis and evaluate current Situation according to the standard requirements.

  2. Identify needs and expectations of the organization.

  3. Hold Awareness training sessions.

  4. Create management system including, “Policies, Manuals, Processes, Templates, etc.) .

  5. Integrate new system with other active management systems within the organization.

  6. Support in implementation of all standard requirements.

  7. Hold certified Training Course.

  8. Conduct Internal audit and follow up closing Nonconformities.

  9. Prepare for external audit.

Our values in executing the Standard:

  1. Implementation of government directions to enhance the international competitiveness.

  2. Implement international best practices in standard’s field.

  3. Compatibility with the fourth-generation excellence requirements.

  4. Build a management system that helps to achieve, Pioneering locally and globally

  5. Create success stories to participate in Global Awards

Pivotal Vision

A provider of management studies and consultancy services for both the government and the private sector.

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