[Note: To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] ISO 10002:2018, the renowned Guidelines for Complaints Handling developed by the International Organization for Standardization (ISO), empowers organizations to excel in customer satisfaction through an efficient and effective complaints-handling process. This document provides comprehensive guidance to plan, design, develop, operate, maintain, and continuously improve the complaints-handling process for all types of commercial or non-commercial activities, including electronic commerce. ISO 10002:2018 complements other ISO management systems, such as ISO 9001, to create a cohesive approach to quality and customer satisfaction. By integrating ISO 10002 with existing systems, organizations can streamline their objectives and optimize process efficiency. This ISO 10002 Awareness PowerPoint Presentation equips organizations and individuals such as customer-facing employees, customer service teams and quality managers with essential knowledge on customer satisfaction, complaints-handling, and ISO 10002's principles. Gain an in-depth overview of ISO 10002's contents, understand its significance in revolutionizing customer relations, and gather practical tips for successful implementation. LEARNING OBJECTIVES 1. Acquire knowledge on customer satisfaction and complaints-handling 2. Gain an overview of the ISO 10002 standard and its contents 3. Gather practical tips on how to get started with ISO 10002 CONTENTS 1. Introduction to Customer 2. Overview of ISO 10002 3. Contents of ISO 10002 4. Getting Started with ISO 10002

1. © Operational Excellence Consulting. All rights reserved.
© Operational Excellence Consulting. All rights reserved.
ISO 10002:2018
Complaints Handling

2. © Operational Excellence Consulting. All rights reserved. 2
Learning Objectives
Acquire knowledge
on customer
satisfaction and
complaints-
handling
Gain an overview
of the ISO 10002
standard and its
contents
Gather practical
tips on how to get
started with ISO
10002
NOTE: This is a PARTIAL PREVIEW. To
download the complete presentation, please
visit: https://www.oeconsulting.com.sg

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Contents
3 Contents of ISO 10002
2 Overview of ISO 10002
1 Introduction to Customer Satisfaction
4 Getting Started With ISO 10002

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What is Customer Satisfaction?
§ Customer satisfaction is a vital
concept for businesses aiming to
build strong customer relationships
and achieve success
§ Customer satisfaction is the
measurement of how contented
and pleased a customer is with a
product, service, or overall
experience with a company
§ It reflects the customer’s
perception of whether their
expectations were met, exceeded,
or fell short during their
interactions with the brand

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ISO 10002 Definition of Customer Satisfaction
Source: Based on ISO 10002:2018
“Customer’s perception of the degree to
which the customer’s expectations
have been fulfilled.”

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Importance of Customer Satisfaction
§ Why is customer satisfaction
important?
§ Satisfied customers are more
likely to remain loyal, make
repeat purchases, and
recommend the company to
others
§ Positive customer experiences
can lead to increased retention,
word-of-mouth referrals, and
enhanced brand reputation

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Factors Affecting Customer Satisfaction
§ Several factors impact customer satisfaction, such as product
quality, customer service, ease of use, pricing, and customer
complaint handling
§ Efficient and empathetic complaint handling is crucial in resolving
issues and turning negative experiences into positive ones
§ Companies that excel in complaint resolution can enhance customer
trust and loyalty, leading to improved overall satisfaction

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The ROI of Customer Satisfaction
§ Customer satisfaction delivers a
strong return on investment
(ROI)
§ Satisfied customers are more
likely to spend more, stay loyal,
and generate positive word-of-
mouth, driving business growth
§ Efficient complaint handling can
prevent customer churn and
protect the company’s
reputation, contributing to a
higher ROI

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What is ISO 10002?
§ ISO 10002 is an international
standard titled “ISO 10002:2018
– Quality Management –
Customer Satisfaction –
Guidelines for Complaints
Handling in Organizations”
§ It is part of the ISO 10000
series, focusing specifically on
customer satisfaction and
complaints management

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Purpose of ISO 10002
§ The primary purpose of ISO
10002 is to help organizations
establish an effective and
efficient complaints-handling
process
§ It provides guidelines for
planning, designing,
developing, operating,
maintaining, and improving the
complaints-handling system
§ It covers complaints related to
products, services, and all
customer interactions

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Who Can Benefit from ISO 10002?
§ ISO 10002 is beneficial for
organizations of all types and
sizes, both in the public and
private sectors
§ Customer-facing employees,
customer service teams, quality
managers, and executives can
all leverage the guidelines
provided by ISO 10002

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ISO 10002 Relationship with ISO 9001 and ISO
9004
§ ISO 10002, ISO 9001, and ISO 9004 work together to support
organizations in achieving high levels of customer satisfaction and
overall quality management excellence
§ ISO 10002 provides specific guidance on complaints handling, while
ISO 9001 and ISO 9004 offer the framework and principles for
implementing effective quality management systems and driving
continuous improvement throughout the organization

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ISO 10002 can be used with other ISO management
systems in different industries
Examples of how ISO 10002 can be used with other
ISO management systems:
ISO 22000 (Food
Safety
Management)
ISO 10002 can be
applied alongside ISO
22000 to manage
customer complaints
related to food safety
issues.
ISO 45001
(Occupational
Health and Safety
Management):
ISO 10002 can be
utilized alongside ISO
45001 to handle
customer complaints
related to health and
safety incidents or
concerns.
ISO 14001
(Environmental
Management)
ISO 10002 can support
ISO 14001 by providing
a mechanism to
address customer
complaints related to
environmental impacts.
ISO 13485
(Medical Devices)
ISO 10002 can be
integrated into ISO
13485 to improve the
complaints-handling
process for medical
device manufacturers
and suppliers.

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Table of contents of ISO 10002:2018
1. Scope
2. Normative references
3. Terms and definitions
4. Guiding principles
5. Complaints-handling
framework
6. Planning, design and
development
7. Operation of complaints-
handling process
8. Maintenance and
improvement

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The Plan-Do-Check-Act (PDCA) Process Model
Implement the processes of to
achieve Customer Satisfaction
policy and objectives
Establish objectives, programs
and processes necessary to
deliver results in accordance
with the organization’s
Customer Satisfaction policy
Monitor and measure
activities and processes with
regard to the Customer
Satisfaction policy and
objectives, and report the
results
Take actions to continually
improve the Customer
Satisfaction performance to
achieve the intended
outcomes
Plan
Do
Act
Check

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ISO 10002:2018 Key Clause Structure (4-8)
PLAN DO CHECK & ACT
4. Guiding Principles 5. Complaints-handling
Framework
6. Planning, Design &
Development
7. Operation of Complaints-
handling Process
8. Maintenance &
Improvement
4.1 General 5.1 Context of the organization 6.1 General 7.1 Communication 8.1 Collection of information
4.2 Commitment 5.2 Leadership and commitment 6.2 Objectives 7.2 Receipt of complaints 8.2 Analysis and evaluation of
complaints
4.3 Capacity 5.3 Policy 6.3 Activities 7.3 Tracking of complaints 8.3 Evaluation of the satisfaction
with the complaints-handling
process
4.4 Transparency 5.4 Responsibility and authority 6.4 Resources 7.4 Acknowledgement of
complaints
8.4 Monitoring of the complaints-
handling process
4.5 Accessibility 7.5 Initial assessment of
complaints
8.5 Auditing of the complaints-
handling process
4.6 Responsiveness 7.6 Investigation of complaints 8.6 Management review of the
complaints-handling process
4.7 Objectivity 7.7 Response to complaints 8.7 Continual improvement
4.8 Charges 7.8 Communicating the decision
4.9 Information security 7.9 Closing complaints
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Accountability
4.13 Improvement
4.14 Competence
4.15 Timeliness
Source: Adapted from ISO 10002:2018

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Clause 5 – Complaints Handling Framework
Sub-clauses Description
5.1 Context of the
organization
§ Understanding the organization’s internal and external
environment in relation to complaints handling.
5.2 Leadership and
commitment
§ Demonstrating top management’s commitment to
effectively handle complaints and improve customer
satisfaction.
5.3 Policy § Establishing a clear and customer-focused complaints
handling policy, outlining objectives and expectations.
5.4 Responsibility and
authority
§ Defining roles and responsibilities for handling
complaints and ensuring the necessary authority to act
upon them.

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Complaints-handling Flowchart
Source: ISO 10002:2018, Annex E
7.2 Receipt of Complaints
7.4 Acknowledgement of Complaints
7.5 Initial Assessment of Complaints
7.6 Investigation of Complaints
7.7. Response to Complaints
7.8 Communicating the Decision
7.9 Closing Complaints
7.3.
Tracking
of
Complaints
Complaints

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Getting Started with ISO 10002
Monitoring and
Improvement
Implementation
Planning and
Design
Preparation
FOUR PHASES
OF ISO 10002
IMPLEMENTATION

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firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational excellence
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visit www.oeconsulting.com.sg