Quality management standards now address a range of issues that affect a broad spectrum of organizations. One of the most interesting is the ISO 10001 series on Quality Management for Customer Satisfaction. ISO 10002, “Quality management — Customer satisfaction — Guidelines for complaints handling in organizations,” was the first of the series to be released, back in 2004. Now that standard has been updated and the 2nd edition is available from Document Center Inc. It cancels and replaces the 1st Edition from 2004 along with the technical corrigendum (correction sheet) from 2009.
This update primarily takes into account the balance of the series, all of which were released after the initial publication of the ISO 10002. So you’ll not find a great deal of change in the basic structure of the standard. However, the other 3 standards in the series are now referenced throughout the document.
Here’s the list of the other standards that comprise this collection:
- ISO 10001, Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations
- ISO 10003, Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations
- ISO 10004, Quality management – Customer satisfaction – Guidelines for monitoring and measuring
ISO 10008, “Quality management – Customer satisfaction – Guidelines for business-to-consumer electronic commerce transactions,” could also be considered part of the series but is not referenced in the ISO 10002.
How are these “new” publications integrated into the 2nd edition of the ISO 10002? Let’s take an example, the flowchart for escalation in Annex F. This chart is still in the same format as in the 1st edition. However, in the 3rd column for external resolution, instead of just saying “external resolution,” the document now says “external resolution base on ISO 10003.”
If you use the document in your business, you’re going to need a copy of the new edition. You can order online at the Document Center webstore (www.document-center.com). Or you can contact our staff by phone (650-591-7600), fax (650-591-7617) or email (info@document-center.com). This is a copyright document, so you’ll want to get a copy from an authorized source. Document Center has been a dealer of ISO standards since the 1990’s.
Find out why so many customers make Document Center their first stop for technical information. Make us your Standards Experts!
