ISO 10002
Accreditation for Customer Satisfaction Management System as per ISO 10002:2014
Customer Satisfaction Management System certification is provided by certification bodies to organisations who have demonstrated that they have implemented a system for the management of various kinds of Customer & Interested Parties’ feedbacks.
ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.
ISO 10002:2014 addresses the following aspects of complaints handling :
- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization’s ability to improve its product and customer service;
- 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 and evaluating complaints in order to improve the product and customer service quality;
- auditing of the complaints-handling process;
- reviewing the effectiveness and efficiency of the complaints-handling process.
A Certification Body applying for Customer Satisfaction Management System (ISO 10002) accreditation must conform to ISO/IEC 17021 and other additional International requirements as detailed in Specific Requirements for Accreditation of CSMS Scheme.
Certification Bodies interested to apply for Accreditation scheme for ISO 10002 can send email at info@bar-registrars.org demanding for following Application documents.
- Accreditation Application for Customer Satisfaction Management System (ISO 10002)
- General Criteria for Accreditation Requirements
- General Criteria for Conditions for the Use of BAR Accreditation Symbol
- Applicable Fees
- Documentation Checklist as per Customer Satisfaction Management System (ISO 10002)
- BAR Transition Policy for ISO 17021-1:2015
Accreditation Criteria :
- ISO 17021 – Requirements for Bodies providing audit and certification of management systems.
- IAF MD 1:2007 – Certification of Multiple Sites Based on Sampling.
- IAF MD 2:2007 – Transfer of Accredited Certification of Management Systems.
- IAF MD 3:2008 – Advanced Surveillance and Recertification Procedures.
- IAF MD 4:2008 – Use of Computer Assisted Auditing Techniques for Accredited Certification of Management Systems.
- IAF MD 5:2013 – IAF Mandatory document for duration of QMS & EMS Audits.
- IAF MD 11:2013 – IAF Mandatory Document for the application of ISO 17021 for audits of Integrated Management Systems.
