subject: Quality Management - Handling Of Complaints [print this page] Quality Management - Handling Of Complaints
SistemTurk, compliance audit and certification of the ISO 10002:2004 standard is the activities. SistemTurk, with sufficient work experience, internationally recognized and highly trained lead auditor with audit experience has lead auditors.
Standard Scope
The notice (including complaints) on the creation of an environment in which customer-oriented to enhance customer satisfaction, each received a complaint as to the resolution and the organization's ability to improve products and increase customer service,
Staff training, including the receipt and use a sufficient amount of resources and commitment to participate in the process of top management,
the needs and expectations of complainants to be recognized and addressed,
open to complainants, the complaints process, ensuring effective and easy to use,
Product and customer service complaints to improve the quality of analysis and evaluation of
Complaints handling process to be investigated,
Complaints handling process review and improvement of the effectiveness and efficiency.
Terms and definitions
Product
Services, software, hardware and processed materials, including the four general product category as a result of the processes. This means that the standard product but also service.
Complainant
The person making the complaint, the organization, or representative,
Complaint
Handling complaints about products or processes into an organization of expression of dissatisfaction. Here, directly or indirectly, are expected to answer or solution.
Customer
Product of the organization or person.
Customer satisfaction
Performed by the customer perception of the degree of customer requirements.
Customer service
The organization's interaction with the customer throughout the life cycle of a product.
Feedback
Handling complaints about the products or processes as opinions, comments and expressions of interest.
Related party
Performance or the success of an organization or group that benefits people.
Target (Complaints Handling)
Handling complaints about the thing about the wanted or intended
Politics (Complaints Handling)
Complaints handled by the organization's top management official, expressed as a general purpose or direction related to getting
Process
Entries into outputs that are associated with each other or interact with an array of activities.
