ISO 10002:2018 Quality management — Customer satisfaction — Guidelines for complaints handling in organizations. 80.000001 /TT0 40 0 R Obtenez un devis de certification de systèmes, produits ou services, et faites-vous certifier. /Producer (PyPDF2) PROCESS 100.000000 /ProcSet [ /Text /ImageB /ImageC /ImageI /PDF ] 0.000000 /Annots [ 203 0 R 205 0 R 47 0 R ] 0.000000 PROCESS 50.000000 /TrimBox [ 0 0 595.276 841.89 ] Full report circulated: DIS approved for registration as FDIS, Final text received or FDIS registered for formal approval, Proof sent to secretariat or FDIS ballot initiated: 8 weeks, Close of voting. /Metadata 12 0 R 0.000000 >> PROCESS 0.000000 0.000000 CMYK /C2_1 50 0 R /MediaBox [ 0 0 595.276 841.89 ] ISO Logo CMYK CMYK 100.000000 Any use, including reproduction requires our written permission. CMYK Red PROCESS C=0 M=10 Y=95 K=0 It is also intended for use by organizations in all sectors. /Thumb 170 0 R 84.999996 0.000000 C=80 M=10 Y=45 K=0 2016-12-08T09:31:32+01:00 /AIS false C=30 M=50 Y=75 K=10 /F1 19 0 R /TrimBox [ 0 0 595.276 841.89 ] /TT0 40 0 R 0.000000 0.000000 2016-12-14T07:26:37+01:00 100.000000 C=0 M=0 Y=0 K=10 /Tabs /S CMYK 1 C=0 M=0 Y=0 K=30 0.000000 0.000000 80.000001 /StemV 84 0.000000 /Tabs /S PROCESS /CropBox [ 0 0 595.276 841.89 ] 100.000000 C=0 M=75 Y=100 K=0 0.000000 C=35 M=100 Y=35 K=10 The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. 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This document addresses the following aspects of complaints handling: a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service; b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training; c) recognizing and addressing the needs and expectations of complainants; d) providing complainants with an open, effective and easy-to-use complaints process; e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service; f) auditing of the complaints-handling process; g) reviewing the effectiveness and efficiency of the complaints-handling process. / Print >> C=100 M=90 Y=0 K=0 /C2_1 20 0 R >> /Parent 1 0 R /F1 19 0 R 0.000000 PROCESS 0.000000 /ArtBox [ 0 0 595.276 841.89 ] /FontBBox [ -1475 -2463 2868 3117 ] proof:pdf CMYK /BleedBox [ 0 0 595.276 841.89 ] /TrimBox [ 0 0 595.276 841.89 ] /TrimBox [ 0 0 595.276 841.89 ] 69.999999 0.000000 /Properties << 29.998803 /Filter /FlateDecode /GS1 13 0 R 0.000000 xmp.iid:62595044C6C1E6119C10B1BB9C7D0EFA 100.000000 application/postscript /ca 1 PROCESS 25.000000 /Annots [ 47 0 R ] PROCESS /TT2 36 0 R CMYK PROCESS CMYK Brights /Tabs /S /op true /Rotate 0 2 0 obj PROCESS 0.000000 /Thumb 202 0 R PROCESS 1 0.003099 0.000000 Great things happen when the world agrees. /Type /Metadata /GS1 13 0 R CMYK << /Contents 48 0 R /Parent 1 0 R /Encoding /WinAnsiEncoding 0.000000 endobj >> /C2_0 50 0 R PROCESS /Tabs /S 90.000004 >> /GS0 14 0 R 0.000000 0.000000 PROCESS Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1). /ArtBox [ 0 0 595.276 841.89 ] PROCESS 0.000000 100.000000 © All Rights Reserved All ISO publications and materials are protected by copyright and are subject to the user’s acceptance of ISO’s conditions of copyright. /Length 36743 /Type /Page /TT0 40 0 R This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. CMYK CMYK endobj endobj CMYK /Contents 169 0 R Adobe Illustrator CC 2017 (Windows) CMYK Green /ExtGState << 90.000004 The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. 0.000000 30.000001 >> /Type /Page /ArtBox [ 0 0 595.276 841.89 ] 0.000000 C=35 M=60 Y=80 K=25 0.000000 225.001598 Annex B provides guidance specifically for small businesses. 0.000000 >> CMYK << /LastChar 169 /MediaBox [ 0 0 595.276 841.89 ] C=40 M=45 Y=50 K=5 94.999999 CMYK Cyan If you have any questions or suggestions regarding the accessibility of this site, please contact us. /ExtGState << CMYK /Contents 191 0 R 0.000000 /Im0 49 0 R 100.000000 PROCESS PROCESS /MC0 11 0 R /TT1 15 0 R /SA true 44.999999 35.000002 25.000000 PROCESS 80.000001 100.000000 PROCESS CMYK 35.000002 This document is intended for use by any organization regardless of its type or size, or the products and services it provides. 2016-12-14T07:26:37+01:00 /F1 19 0 R /F1 19 0 R /C2_0 60 0 R 0.000000 0.000000 Proof returned by secretariat, We all know that retaining loyal, happy customers is the key to any successful business, but the fickle consumer world is not always easy to please. 15 0 obj /C2_0 50 0 R 10.000002 CMYK /TT0 15 0 R 100.000000 /Parent 1 0 R /Length1 85800 /GS0 14 0 R 69.999999 94.999999 0.000000 100.000000 0.000000 /GS0 14 0 R /SMask /None 0.000000 /CA 1 /StructParents 4 /StructParents 1 14.999998 This document is intended for use by any organization regardless of its type or size, or the products and services it provides. 39.999998 C=40 M=65 Y=90 K=35 /F1 19 0 R 5.000001 >> 0.000000 << 44.999999 Grays uuid:fe7602af-ca13-44de-ac57-92c78a117b60 The work of preparing International Standards is normally carried out through ISO technical committees. 64.999998 0.000000 6 0 obj /C2_0 50 0 R 60.000002 Monday to Friday - 09:00-12:00, 14:00-17:00 (UTC+1), Sign up to our newsletter for the latest news, views and product information, Great things happen when the world agrees. /Resources << 0.000000 /BM /Normal /GS1 13 0 R PROCESS PROCESS /Parent 1 0 R PROCESS << Full report circulated: DIS approved for registration as FDIS, Final text received or FDIS registered for formal approval, Proof sent to secretariat or FDIS ballot initiated: 8 weeks, Close of voting. 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Black /ExtGState << C=0 M=0 Y=0 K=20 39.999998 /Resources << 0.000000 80.000001 0.000000 11 0 obj NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer. 26 décembre 2019 linda Descargar ISO 10002 2018 pdf gratuitos, iso 10002 pdf, iso 10002 pdf français, iso 10002:2014 pdf, iso 10002:2018 pdf, iso 10002:2018 pdf français, iso 10002:2018 pdf gratuit, iso 10003, Télécharger ISO 10002 2018 pdf gratuit, تحميل وقراءة كتاب ISO 10002 2018 /Parent 1 0 R 0.000000 xmp.iid:62595044C6C1E6119C10B1BB9C7D0EFA stream 9.999102 /TT1 15 0 R 0.000000 This standard contributes to the following Sustainable Development Goals: Opening hours: uuid:5D20892493BFDB11914A8590D31508C8 64.999998 0.000000 /GS0 14 0 R /ArtBox [ 0 0 595.276 841.89 ] /TT1 40 0 R 0.000000 0.000000 PROCESS CMYK ApplAdmin 0.000000 PROCESS saved /StructParents 6 /C2_0 50 0 R 19.999701 >> CMYK /BleedBox [ 0 0 595.276 841.89 ] 0.000000 10.000002 << /Resources << Each member body interested in a subject for which a technical PROCESS endobj 3 0 obj /ExtGState << 75.000000 50.000000 >> 0.000000 PROCESS 9 0 obj 0.000000 /FontWeight 400 CMYK 90.000004 Adobe PDF library 15.00 /Resources << 10.000002 << Logo_ISO_black_V2 /Type /FontDescriptor /Type /Page C=0 M=0 Y=0 K=90 /Thumb 192 0 R /Contents 201 0 R 5.000001 CMYK << 0.000000 /Parent 1 0 R proof:pdf /Ascent 3117 50.000000 This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes. 100.000000 0.000000 0.000000 /FontName /OGBBYR+Cambria >> CMYK /ProcSet [ /Text /ImageB /ImageC /ImageI /PDF ] %PDF-1.3 Adobe Illustrator CC 2014 (Windows) All copyright requests should be addressed to, Improving customer satisfaction with updated ISO series of standards. 89.999402 84.999996 C=0 M=0 Y=0 K=5 C=100 M=95 Y=5 K=0 75.000000 CMYK

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