COMPLAINT HANDLING PROCESS: ISO 10000

Your customer care representatives must be able to manage issues and complaints from customers successfully. Even though delivering excellent service throughout the sales process is advantageous, clients who do complain and have their issues successfully resolved frequently build a deep emotional bond with a company. According to ISO, customer satisfaction ensures that goods and services meet the required levels of quality for consumers. In order to take remedial action if the needs of the customer are not being met, satisfaction is tracked, recorded, examined, and analysed.

The right to file complaints resulting from legal violations, such as those of the Drugs and Cosmetics Act, has been granted to consumers and their associations. To offer prompt and affordable remedies for consumers’ complaints, the Consumer Protection Act of 1986 was passed. Now, compensation can be requested in any consumer court for medical malpractice or service deficiencies. The mechanisms for the standardisation and quality control of manufactured items have been strengthened by the Bureau of Indian Standards Act, 1986.

A global federation of national standards organisations exists under the name ISO (International Organization for Standardization). One standards body is present for each member nation in the intergovernmental organisation known as ISO, which includes standards bodies from more than 160 nations. The American National Standards Institute, for instance, represents the United States, and the Quality Council, India.

Beyond the 9000/9001 family of standards, there are further ISO Quality Management Standards. Customer satisfaction guidelines and guidelines for other facets of quality management make up the majority of the ISO 10000 family of standards. The use of ISO 9001 in particular contexts, including municipal government, crop production, automotive manufacture, and others, is covered by other standards.

The ISO 9000:2015 and ISO 9001:2015 standards are based on seven quality management principles that senior management can apply to promote organizational improvement.

ISO 9000 Quality Management Principles

ISO 9000 Quality Management Principles

  • putting the customer first
  • Recognize the demands of both current and potential clients.
  • Align corporate goals with the requirements and expectations of the customers
  • meet the demands of the client
  • Assessing client satisfaction
  • Organize customer interactions
  • Exceed customers’ expectations as a goal
  • Learn more about customer happiness and experience
  •  
  • Leadership
  • Establish the organization’s vision and direction.
  • Set difficult objectives.
  • exemplary business values
  • Construct trust
  • Prepare and entrust workers
  • Recognize the efforts of the staff
  • Acquire greater leadership knowledge
  •  
  • Participation of people
  •  
  • Make sure that people’s skills are utilised and appreciated.
  • Hold individuals accountable
  • Encourage involvement in ongoing improvement
  • Analyze each person’s performance
  • facilitating learning and knowledge exchange
  • Encourage open dialogue about issues and limitations.
  • Find out more about participation of employees
  •  
  • process strategy
  • Control activities using procedures.
  • Measure the effectiveness of your actions.
  • Find connections between various activity
  • Make improvement opportunities a priority.
  • Utilize resources wisely
  • Discover more about the process view of work and discover the tools for process analysis
  •  
  • Improvement
  •  
  • Boost capabilities and performance of the organisation
  • Plan your improvement efforts.
  • Encourage individuals to make improvements
  • Measure advancement regularly
  • laud accomplishments
  • Find out more about methods for continuous improvement
  •  
  • decision-making based on facts
  • Ensure that accurate and trustworthy statistics are available.
  • Apply the right techniques for analysing data.
  • Make analysis-based decisions.
  • Analyze data while taking into account your experience
  • View the decision-making tools
  •  
  • Relationship Management
  •  
  • Find and choose suppliers to control costs, make the most of resources, and provide value.
  • Build connections with both the short- and long-term in mind.
  • Share knowledge, assets, details, and plans with business associates.
  • Collaborate on improvement and development activities
  • Recognize supplier successes
  • Learn more about supplier quality and see resources related to managing the supply chain

Organization for International Standardization To support the ISO 9000 family of quality management standards, ISO released the ISO 10000 series of standards. These specifications go into greater detail about some important topics, particularly those covered by ISO 9001, which is used to certify quality management systems.

Its primary goals are to deliver the most crucial rules to the corporate environment for achieving consistently high-quality services and goods. The improvement of an organization’s quality management effectiveness is the primary goal of the ISO 10000 series of quality standards. The more obvious the results of quality management’s use, including: • more efficient use of resources,

• improved risk management,

• greater client satisfaction as a result of reliable delivery of desired services and goods.

The ISO 9000 series of standards, which include: – ISO 9000:2005, Quality management systems – Fundamentals and terminology; – ISO 9001:2008, Quality management systems – Requirements; – should be mentioned.

– ISO 9004:2009; A quality management method to managing for an organization’s long-term success

– ISO 19011:2011; Management systems auditing guidelines,

Organizations must execute ISO 9001:2015 requirements in order to receive ISO 9001 certification. An organisation must successfully pass the registrar’s audit after implementation in order for that organization’s system to be verified as meeting those requirements.

To ascertain whether management and employees at the company are aware of their obligations for adhering to ISO 9001 standards, the auditor will speak with them. In order to confirm compliance with the requirements of ISO 9001, the auditor will also review the organization’s documentation. The auditor will then prepare a detailed report that details the parts of the standard that the organization did not meet.

The company will have to consent to fixing any issues in a predetermined amount of time. The organisation carries out corrective actions to make sure that all issues are fixed. The organisation can be certified after the auditor has identified and corrected these gaps.

The company must keep up with routine monitoring and recertification audits in order to keep its ISO 9001 accreditation.

So what exactly is ISO 1000? It is, in essence, an international standard based on principles that outlines a quality management system that businesses may apply to increase productivity and customer happiness. The standards a business must follow in order to implement a quality management system inside its company are laid forth in the ISO 1000 standard, which can be used as the basis for certification.

REFERENCES

Salerno-Kochan, Renata & Salerno-Kochan, Marek. (2014). THE ASSESSMENT OF KNOWLEDGE OF THE ISO 10000 STANDARDS BY ORGANISATIONS THAT USE A QUALITY MANAGEMENT SYSTEM. 

V.W.Mitchell (2003)Handling Consumer Complaint Information: Why and How?

Kaynak, E., Kucukemiroglu, O. & Odabasi, Y. Consumer complaint handling in an advanced developing economy: An empirical investigation. J Bus Ethics 11, 813–829 (1992). https://doi.org/10.1007/BF00872359

ISO,ISO 10001:2018

Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations, https://www.iso.org/standard/71579.html

Peter Loshin(2018),ISO (International Organization for Standardization),https://www.techtarget.com/searchdatacenter/definition/ISO

Aishwarya Says:

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