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BOS ISO 10002:2018

P558.60

Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

SKU: BOS ISO 10002:2018 Category: Product ID: 27611

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Description

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer. This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses. This document addresses the following aspects of complaints handling: a)enhancing customer satisfaction by creating a customer-focused environment that is opento feedback (including complaints), resolving any complaints received, and enhancing theorganization’s ability to improve its products and services, including customer service; b)top management involvement and commitment through adequate acquisition and deployment ofresources, including personnel training; c)recognizing and addressing the needs and expectations of complainants; d)providing complainants with an open, effective and easy-to-use complaints process; e)analysing and evaluating complaints in order to improve the quality of products and services,including customer service; f)auditing of the complaints-handling process; g)reviewing the effectiveness and efficiency of the complaints-handling process. This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.

IMPARTIALITY AND CONFIDENTIALITY STATEMENT
The Botswana Bureau of Standards (BOBS) understands the importance of impartiality and confidentiality in carrying out its management system certification activities. BOBS management is committed to gaining and maintaining the reputation, credibility and ultimately, confidence of its stakeholders in rendering its certification services. Additionally, BOBS strives to continuously manage foreseen potential conflicts of duty and interest and ensures objectivity of its activities under the management system certification. To achieve the above, BOBS shall identify, analyse, record and manage potential conflict of duty and interest to ensure that certification services are not provided within relationships that have been identified to pose an unacceptable threat to impartiality. An Impartiality Committee shall periodically review activities of the certification function to verify commitment to credibility and fairness. The Committee shall further assist in the development of policies relating to impartiality of providing certification activities. BOBS is committed to maintaining in strict confidence all information accessed while rendering the certification services and shall ensure that such information is not divulged to third parties without the Client’s written consent unless if required by law.
Demand Quality

When things don't work as they should, it often means that standards are absent.

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