DRAFT ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations ISO/TC176 TG 01

Purpose The intention of this presentation is to: provide a summary of notable changes from ISO 10002:2014 to ISO 10002:2018 ISO/TC 176/TG 01

Introduction Introduction to ISO 10002:2018 This document provides guidance for a complaints-handling process for all types of commercial or noncommercial activities, including those related to electronic commerce It is intended to benefit an organization and its customers, complainants, and other relevant interested parties The complaints ­handling process is suitable for use as one of the processes of an overall quality management system Published July 2018 ISO/TC 176/TG 01

Main Changes Main changes of the ISO 10002:2018 revision The main changes compared with the previous edition are as follows: alignment with ISO 9000:2015 alignment with ISO 9001:2015 improved alignment with ISO 10001, ISO 10003 and ISO 10004 ISO/TC 176/TG 01

Benefits Benefits of using ISO 10002:2018 Provides access to an open and responsive complaints­ handling process Enhances the ability of the organization to resolve complaints in a consistent, systematic, and responsive manner Enhances the ability of the organization to identify trends and eliminate causes of complaints Creates a customer­ focused approach to resolving complaints Encourages personnel to improve their skills in working with customers Provides a basis for continual review and analysis ISO/TC 176/TG 01

Summary The ISO 10002:2018 standard Provides concepts for complaint handling Outlines how organizations can manage complaint handling in a systematic manner to enhance customer satisfaction Can be used in any kind of organization ISO/TC 176/TG 01

For more information ISO/TC 176 SC2 Support Material https://committee.iso.org/tc176sc2 To obtain a copy of ISO 10002:2018 http://www.iso.org/iso/store.htm ISO/TC 176/TG 01