DIN ISO 10002:2019 Edition

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

Published By	Publication Date	Number of Pages
DIN	2019-07	39

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Categories: 03.120.10 - Quality management and quality assurance, DIN

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Description

This International Standard provides guidance on 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. This International Standard 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.

Additional information

Published Code	DIN
Published By	Deutsches Institut für Normung
Publication Date	2019-07
Pages Count	39
Language	Germany
Descriptors	After-sales services, Blank forms, Competence, Competition, Complaints, Consumers, Consumer-supplier relations, Corporate governance, Customer satisfaction, Definitions, Examination (quality assurance), Expectation (statistics), Forms, Guide books, Improvement, Inspection, Management, Objection, Organization, Orientation, Personnel, Planning, Process control, Products, Quality assurance, Quality control, Quality management, Reclamation, Reliability, Responsibility, Services, Traceability, Training
File Size	2.7 MB
ICS Codes	03.120.10 - Quality management and quality assurance

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DIN ISO 10002:2019 Edition

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