ISO 10001,2,3 family standards in quality management Piotr Kafel Kragujevac 2015

Presentation Agenda Introduction ISO 10001 description Relations between ISO 10001, 2, 3 and ISO 9001 Conclusions Kragujevac 2015

1:10:100 Rule Issue/Problem detected and resolved at the initial working station Issue/Problem detected and resolved at the next/further process owner Issue/Problem detected and resolved after customer complaint Kragujevac 2015

ISO 10001,2,3 family The International Organization for Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations. ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution. Kragujevac 2015

ISO 10001,2,3 family The International Organization for Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations. ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution. ISO 10001 - Goal: Maintaining and enhancing customer satisfaction and the reputation of the organization. Kragujevac 2015

ISO 10001,2,3 family The International Organization for Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations. ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution. ISO 10002 - Goal: effective and efficient complaints-handling process Improvements in products, processes and sometimes can improve the reputation

ISO 10001,2,3 family The International Organization for Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations. ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution. ISO 10003 - Goal: To provide a transparent, easy-to-use and fair process for resolving disputes. Kragujevac 2015

ISO 10001:2007 Quality Management: Customer satisfaction. Guidelines for Codes of Conduct. Kragujevac 2015

Codes of conduct ISO 10001 Codes of Conduct are defined as: promises to customers and related provisions used by organizations to address such issues as: product delivery within pre-determined time frames; product returns; handling of personal information of customers; advertising; pricing; fair trading; and stipulations/conditions concerning particular attributes of a product or its performance. Kragujevac 2015

Examples of customer satisfaction codes ISO 10001 Pizza delivery code: Promise: “Our promise to PizzaFast customers: Hot and tasty pizza delivered to your door within 30 minutes of the order being placed, or the pizza is free.” Limitations on the promise: “This promise applies only to the first pizza ordered in the case of multiple pizza orders. This promise does not apply to customers who place the pizza order from beyond a 5 kilometre radius from our facility, and does not apply in the case of severe weather or traffic conditions (when these weather or traffic conditions and the limitations on the PizzaFast promise apply, this will be communicated by PizzaFast call operators to its customers at the time they place their orders).“ Other code provisions Kragujevac 2015

Examples of customer satisfaction codes ISO 10001 Limitations on the promise: “This promise applies only to the first pizza ordered in the case of multiple pizza orders. This promise does not apply to customers who: place the pizza order from beyond a 5 kilometer radius from our facility, does not apply in the case of severe weather or traffic conditions (…this will be communicated by PizzaFast call operators to its customers at the time they place their orders).“ Kragujevac 2015

Examples of customer satisfaction codes ISO 10001 Other code provisions: “PizzaFast wishes to inform its customers that when pizzas are delivered late, and are provided at no cost to the customer, the cost of the pizza is not deducted from the wages of the pizza delivery personnel. For inquiries or complaints regarding the pizza delivery promise and its implementation, contact us at: 1-800-pzafast.” Kragujevac 2015

Guiding principles ISO 10001 General Effective codes of conduct are based on adherence to customer-focused guiding principles set out in ISO 10001 standard, such as: Capacity Visibility Accessibility Responsiveness Accuracy Accountability Continual improvement Kragujevac 2015

Guiding principles ISO 10001 Capacity An organization should make sufficient resources available for code: Planning, Design, Implementation, Maintenance, and Improvement. RESOURCES: Personnel (e.g. code representative), information, materials, funding and infrastructure (adequate remedies such as customer compensation). Kragujevac 2015

Guiding principles ISO 10001 Visibility A code should be well publicized so that customers, employees and other interested parties are aware of it. Methods of customer information about code: - during the face to face contact/at the desk, - website information, - leaflets, - written contract with client, - quality policy, - placed in the reception desk, clearly visible to the customers - other. Kragujevac 2015

Guiding principles ISO 10001 Accessibility An organization should make its code, and supplementary information about its code, available to its customers, personnel and other interested parties. The information should be in clear language. Information and assistance concerning the code should be made available in whatever languages or formats that the organization’s products are offered or provided in, so that no customers are disadvantaged. Kragujevac 2015

Guiding principles ISO 10001 Accessibility text of code in other languages than “national one”, in alternative formats suitable for existing and potential customers with language/literacy problems Kragujevac Кpaгyjевaц Kragujevac 2015

Guiding principles ISO 10001 Responsiveness An organization’s code should respond to the needs and expectations of its customers. A desire to communicate and a willingness to listen - Information’s collected from all interested parties during the design process Personnel (in direct contact with customers/ no contact with customers), suppliers, customers, and others who are affected. Kragujevac 2015

Guiding principles ISO 10001 Accuracy Information concerning the code, how it is implemented and any communication made about it and the provisions of the code itself should be accurate, not misleading, capable of being verified and in compliance with relevant statutory and regulatory requirements. Problem: Situation that clients tried to exploit the code TAX issus (e.g. free products vs. taxes) Compliance with law requirements Kragujevac 2015

Guiding principles ISO 10001 Accountability The code process should address accountability for and reporting on the actions and decisions of the organization with respect to its code. Indicators: number of clients that made requests concerning the promise, % of positive realization of the requests, cost of codes realization. Kragujevac 2015

Guiding principles ISO 10001 Continual improvement The continual improvement of the code should be a permanent objective of the organization. The review of the effectiveness and content of the code, modification or changes of the code because of existing or potential problems or innovations, modification of operational procedures (concerning the code fulfillment). Kragujevac 2015

Code Process flow chart ISO 10001 PLANNING AND DESIGN (6) Gather preliminary information Obtain imput from intrested parties Assess Prepare draft code Prepare draft performance indicatores Prepare draft code procedures Kragujevac 2015

Code Process flow chart ISO 10001 Prepare draft code procedures Make initial determination of resources needs Prepare draft comunication plan Finalize code, indicators, procedures, needs and plan based on input from interested parties IMPLEMENTATION (7) Kragujevac 2015

Code Process flow chart ISO 10001 IMPLEMENTATION (7) Deploy Resources Make internal communication Make external communication Apply procedures Make correction & take remedial actions Record performance Kragujevac 2015

Code Process flow chart ISO 10001 Record performance MAINTANANCE AND IMPROVEMENT (8) Kragujevac 2015

ISO 10002:2014 Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations. Kragujevac 2015

General principles of ISO 10002 and 10003 Guidelines for Complaints Handling in Organizations. Visibility Accessibility Responsiveness Objectivity Charges Confidentiality Customer-focused approach Accountability Continual improvement ISO 10003 Guidelines for External Customer Dispute Resolution. Consent to participate Accessibility Suitability Fairness Competence Timeliness Confidentiality Transparency Legality Capacity Continual improvement Kragujevac 2015

ISO 10001,2,3 - certification This International Standards are designed to be used solely as a guidance documents. Conformity assessment to this International Standards or parts of it are inappropriate. CERTIFICATE ISO 10001 ISO 10002 ISO 10003 Kragujevac 2015

Relation between standards ISO 9001/IMS vs ISO 10001,2,3 Quality management system ISO 9001 or Integrated management system + ISO 10001 and/or ISO 10002 and/or ISO 10003 No QMS ISO 10001 and/or ISO 10002 and/or ISO 10003 Kragujevac 2015

Inter-relationship of ISO 10001,2,3 Customer’s Interest in Product Transaction with the Customer Code of conduct based upon ISO 10001 CUSTOMER COMPLAINTS ? NO FEEDBACK YES Consideration of code promises Complaint handling based upon ISO 10002 FEEDBACK COMPLAINT RESOLVED ? FEEDBACK YES NO Consideration of code promises Dispute resolution based upon ISO 10003 FEEDBACK File closed File closed Kragujevac 2015

Conclusions ISO 10001,2,3 - benefits Enhance fair trading and customer confidence in an organization, Improve the communications made by an organization, Helps to create a customer-focused approach, Help to enhance customer satisfaction and loyalty, Provide additional information that can contribute to improvement of the organization’s processes and products, Improve or avoid damage to the organization’s reputation. Kragujevac 2015

Thank you for your attention Kragujevac 2015