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ISO 10002:2018

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

Edition date: 2018-07-16
In Force
Available languages: English, Spanish, French
Summary:

Le présent document fournit des lignes directrices relatives au processus de traitement des réclamations relatif aux produits et services au sein d'un organisme, notamment en matière de planification, conception, développement, fonctionnement, mise à jour et amélioration. Le processus de traitement des réclamations décrit est destiné à être utilisé en tant que l'un des processus d'un système global de management de la qualité.

NOTE 1 Tout au long du présent document, les termes « produit » et « service » se rapportent aux éléments de sortie d'un organisme qui sont destinés à un client ou demandés par celui-ci.

Le présent document est destiné à être utilisé par tout organisme, quels que soient son type, sa taille ou les produits et services qu'il fournit. Il est également destiné à être utilisé par des organismes de tout secteur. L'Annexe B fournit des lignes directrices particulièrement destinées aux petites entreprises.

Le présent document aborde les aspects suivants du traitement des réclamations:

a) amélioration de la satisfaction du client en créant un environnement orienté client qui est ouvert au retour d'information des clients (y compris aux réclamations), en s'engageant à les résoudre tout en renforçant la capacité de l'organisme à améliorer ses produits et services, y compris son service à la clientèle;

b) implication et engagement de la direction par le biais de l'acquisition et du déploiement appropriés des ressources, y compris la formation du personnel;

c) reconnaissance et prise en compte des besoins et des attentes des réclamants;

d) mise à disposition des réclamants d'un processus de traitement des réclamations ouvert, efficace et simple d'emploi;

e) analyse et évaluation des réclamations afin d'améliorer la qualité des produits et services, y compris le service à la clientèle;

f) audits du processus de traitement des réclamations;

g) revues de l'efficacité et de l'efficience du processus de traitement des réclamations.

Le présent document ne s'applique pas aux litiges dont la résolution est soumise à l'extérieur de l'organisme, ni aux litiges relatifs à l'emploi et aux ressources humaines.



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 open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, 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.
ICS: 03.120.10-Quality management and quality assurance
CTN: ISO/TC 176/SC 3 - 53934

Standards Cancellations

Anula a ISO 10002:2014

International Equivalence

Identic UNE-ISO 10002:2018

The book in the author's words

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