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

2. Presentation Agenda Introduction ISO 10001 description
Relations between ISO 10001, 2, 3 and ISO 9001
Conclusions
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3. 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
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4. ISO 10001,2,3 family
The International Organization for Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction:
ISO 10001: Quality Management: Customer satisfaction. Guidelines for Codes of Conduct.
ISO 10002: Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations.
ISO 10003: Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution.
Kragujevac 2015

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

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

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

8. ISO 10001:2007
Quality Management: Customer satisfaction. Guidelines for Codes of Conduct.
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9. 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

10. 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
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11. 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

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

14. 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).
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15. 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.
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16. 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.
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17. 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
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18. 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.
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19. 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
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20. 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.
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21. 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).
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22. 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
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23. 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)
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24. 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
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25. Code Process flow chart ISO 10001
Record performance
MAINTANANCE AND IMPROVEMENT (8)
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26. ISO 10002:2014
Quality Management: Customer satisfaction. Guidelines for Complaints Handling in Organizations.
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27. 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
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28. 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
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29. Relation between standards ISO 9001/IMS vs ISO 10001,2,3
Quality management system ISO 9001 or
Integrated management system +
ISO and/or
ISO and/or
ISO 10003
No QMS
ISO and/or
ISO and/or
ISO 10003
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30. 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
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31. 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.
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32. Thank you for your attention
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