ISO 10002:2004 (Guidelines for Handling Customer Complaints) Implementation Roadmap

Re: ISO 10002:2004 implementation roadmap

Sidney wrote .... said:

Yesterday, I delivered a webinar on ISO 10002 and described how my employer can assist an organization in using ISO 10002. And it is not via a certification approach.

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I attended this seminar and found it useful, particularly the slides 'AIMS' and 'Guiding Principles'. Both talked about the value a process of customer compaint handling that is developed and implemented with exclusive committment and focus will add to the customer confidence and the organization's own continuous improvement process. ISO 10002 provides a mean for a more disciplined approach to this process.
I think companies dealing with high number of clients will greatly benefit from ISO 10002. If a company seeks a third party to ensure they are implementing ISO 10002 effectively and usefully, I do not see any harm. As such, a CB agreeing to evaluate and issue a non-accredited certificate is, in my opinion, justified (assuming that the concerned parties know that ISO 10002 is not a requirement and is being used for value addition).

Re: ISO 10002:2004 implementation roadmap

Sajjad Chaudhry said:

I attended this seminar and found it useful, particularly the slides 'AIMS' and 'Guiding Principles'. Both talked about the value a process of customer compaint handling that is developed and implemented with exclusive committment and focus will add to the customer confidence and the organization's own continuous improvement process. ISO 10002 provides a mean for a more disciplined approach to this process.

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Thank you for the kind feedback. And I agree 100% that ISO 10002 provides for a great framework for organizations who wish to have a robust complaint handling system in place. The "irony" is: The better an organization implements ISO 9001, the less it needs ISO 10002...

Sajjad Chaudhry said:

If a company seeks a third party to ensure they are implementing ISO 10002 effectively and usefully, I do not see any harm.

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I agree wholeheartedly.

Sajjad Chaudhry said:

As such, a CB agreeing to evaluate and issue a non-accredited certificate is, in my opinion, justified.

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I respect your opposing view, but let me ask you: Why do you think the ISO 10002 document contains a statement to the effect that it should not be used for certification nor contractual purposes?

When we know for a fact that the "standardization of interpretation" amongst auditors verifying actual requirements leaves a lot to be desired, I can only imagine the disparity of approaches we would have when auditing to a guidance document.

Since certification is primarily used for "external consumption", I am concerned that ISO 10002 certificates (or any certificate issued to a guidance standard) could be just a marketing ploy.

Don't get me wrong, as I said before, I do believe that organizations can gain from expert guidance and assessment of a complaint handling system against ISO 10002. But "certification" might not be the best protocol to deliver it. IMHO.

Re: ISO 10002:2004 implementation roadmap

Sidney Vianna said:

Since certification is primarily used for "external consumption", I am concerned that ISO 10002 certificates (or any certificate issued to a guidance standard) could be just a marketing ploy.

Don't get me wrong, as I said before, I do believe that organizations can gain from expert guidance and assessment of a complaint handling system against ISO 10002. But "certification" might not be the best protocol to deliver it. IMHO.

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I appreciate your response; there is valid substance for not supporting certification of Guides or Standards that have not been recommended by ISO for certification.
I think the process of getting certification brings in added commitment from all related employees and management. If an organization opts for 'getting better' and uses the external assessment as a driver for adding discipline and commitment from all, and as a measure of achievement, it should be supported. However, the organization should clearly communicate that this is an optional/volunteer route taken by them for improvement.

I also think the subjectivity of the assessment by auditors is a major issue and relates equally to all standards and guides, intended or not indended for certification and should not be a reason in this case. Of course, how to reduce that subjectivity is a big challenge.

Re: ISO 10002:2004 implementation roadmap

And even more people get certified to ISO 10002, a standard that states it should not be used for certification purposes.

Re: ISO 10002:2004 implementation roadmap

Sidney Vianna said:

And even more people get certified to ISO 10002, a standard that states it should not be used for certification purposes.

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Excellent--a certification with a built-in nonconformity.

Re: ISO 10002:2004 implementation roadmap

Jim Wynne said:

Excellent--a certification with a built-in nonconformity.

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Hadn't thought about that perspective. What would be correction and corrective action?

But.....wait a minute. If the document contains no requirements, there can't be no nonconformity....

Re: ISO 10002:2004 implementation roadmap

I can certify your organization to ISO 10002 for a bargain price. The certificate will be unaccredited though. If you want an accredited certificate it will cost extra though, because I'll need to pay a buddy to set up a separate LLC to accredit me. Or maybe I can have IAB handle the accreditation?

Re: ISO 10002:2004 implementation roadmap

howste said:

I can certify your organization to ISO 10002 for a bargain price. The certificate will be unaccredited though. If you want an accredited certificate it will cost extra though, because I'll need to pay a buddy to set up a separate LLC to accredit me. Or maybe I can have IAB handle the accreditation?

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I would have to see a sample certificate first. I want it to be fancy-looking.

Re: ISO 10002:2004 implementation roadmap

Jim Wynne said:

I would have to see a sample certificate first. I want it to be fancy-looking.

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Of course. It will be on high grade paper with a shiny gold seal. I can also apply official-looking accreditation marks from ANAS and UKAB.

Re: ISO 10002:2004 implementation roadmap

howste said:

Of course. It will be on high grade paper with a shiny gold seal. I can also apply official-looking accreditation marks from ANAS and UKAB.

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The watering-down of the ISO whatever standard "registration" process continues.... No wonder that credibility is questioned...

Stijloor.