About ISO 10002-Quality Management-Customer Satisfaction

ISO 10002:2004 provides a comprehensive guidance on the process of customer complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is the most suitable to practice and it can maintain the overall quality management system within the organization. ISO 10002:2004 is not practically applicable to any complaints related disputes referred for resolution outside the organization or for any employment-related disputes.


The ISO 10002 is also intended for any sizes and types of organizations in all sectors. 


When the organization positively manages the customer complaints effectively with a re-al time response in this way, there is more chance of meeting the customers’ expectations as well. These can result in benefiting the organization of turning the customer complaints into customer satisfaction instead – especially when the organization views the complaints as an opportunity improvement. The standard will help the organization on how to improve the customer complaints in the most effective way and how to do and manage it efficiently. The customer complaints management system is a basic tool for every organization but it is also an essential requirement for any business – especially businesses that want to become highly competent and remains successful.



Main Highlights

Every customers are expecting the best of the best from any of the services being offered by the organization. In this way, every competitors in the market are working 24/7 to meet the clients/customers’ expectations and to exceed these expectations as well. 


The standards provides every guidelines for the organization on managing the complaints management system especially in identifying the customer complaints, the causes and effects on effectively handling and eliminating the complaints. The ISO 10002 can also provide a good way to identify the sources/root causes on the areas whenever required an improvement and in the future can be also avoided.


ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide.



Brief about the ISO standard

ISO 10002 Standard

Adapted from the ISO standard: ISO 10002:2004


What is the standard/service/topic?


ISO 10001-2-3-4 provide an integrated framework for managing and improving your customers’ satisfaction. These four standards within the ISO 10000 family address four different areas:


  • ISO 10001 – code of conduct. This ethical code of conduct consists of promises and obligations related to product or service delivery, product returns or complaints, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product/ service or its performance.
  • ISO 10002 – complaint-handling processes. Guidance for the design and implementation of processes for all types of commercial or non-commercial activities, including electronic commerce.
  • ISO 10003 – external dispute resolution. Addresses resolution of product/service-related complaints that have not been resolved by the organization.
  • ISO 10004 – monitor and measure. Guidance on how to monitor and measure your company’s customer satisfaction performance.

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    Customer Retention by adopting the management system, your ability to retain the loyalty of your customers will be enhanced.

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    The standards demonstrates a clear stakeholder’s commitment on managing customer care issues, analyzing and reviewing the complaints.

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    Operational efficiency ensures a consistent approach on handling customer queries, eliminate causes of complaints and improve the daily operations.

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    Achieve a customer-focused approach to resolve complaints internally and externally, shall encourage staff to improve their skills for customer satisfaction

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    The standard adopts flexibility and it is compatible with ISO 9001 Quality allowing to add value and efficiency to organization.

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    Continual improvement which provides a basis for continual review and analysis of your complaints-handling process, the resolution of complaints and where improvements can be made.

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    Enhancing the customer satisfaction, customer loyalty and boosts the corporate image through the improved customer management complaints system.

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    The organization will be able to identify the reasons of the complaints, the expectations of the customer on their complaints and how to hadle the customer complaints in a systematic approach.

BAS 4P methodology is the way of standardizing the client process and procedure in a systematic way. The 4P enables BAS and client to go through a series of activities that leads to certifications. The 4P methodology deeply analyze and reviews the process and procedure within the organization and improves overall performance of the organization and finally get certified. 
BAS implements the following activities.





Understand the context

  • Capture and review business goals to understand the context and client.
  • Determine goals of the assessment of the client by questionnaire, interviews etc.
  • Identify key stakeholders.
  • Determine the scope (functional areas, geographical coverage etc) and timeline.
  • Finalize scope, timeline and resource needs.
  • Confirm approach and seek client commitment.
  • Mobilize the Assessment project team.
  • Schedule interviews.
  • Hold a kick-off meeting.


Gather Data

  • Gather and Analyze/Review existing documentation, portals, past audit reports, forms, metrics, data etc and understand how the operations is compliance with standards.
  • Conduct interviews and workshops.
  • Document survey results and preliminary ratings if any.
  • Document preliminary findings.
  • Assess environment and, gaining evidentiary support from interviews and documents.
  • Identify key issues and challenges and seek agreements from stakeholders
  • Implement and improve process and procedures



Develop Recommendations

  • Identify opportunities to overcome identified issues and/or reach maturity levels.
  • Prioritize alternatives.
  • Develop recommendations and near-term timeline.
  • Prepare final report.
  • Preview final report with stakeholders and update as required.
  • Present final report.



Continual Improvement 

  • Follow up with the organization and analyze the how the organization is compliance with the standards
  • Check with the organization that the standards are being implemented and maintained.
  • Evaluate the continual fulfillment and improvement of all the required and relevant documents.


Certification Details


BAS is a versatile ISO certification body, with various industrial expertise and strong exposures in the field of Quality, Health, Safety and Environmental, Service Management and Information Security Management. We provide reliable services in the UK, Middle East, India and Other countries.


We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service. 


The following are the steps in this phase we do as part of certification


Contract signature

BAS representative sends out an application which is a questionnaire to the organization which is the applicant for the Certification.

Once BAS receives the filled in application, the BAS representative sends an official quote to the applicant for approval.


Pre-audit (optional):

Gap analysis and diagnosis of your systems current position against requirements of the standard - A pre-certification audit is a high level evaluation indicating where your company currently stands in compliance with specific standards before the main certification audit. 


Audit Stage 1- Initial Visit: to verify the establishment and implementation of the basic structure of your Management System


BAS will carry out a Document review Assessment of the clients Management System according to the requirements of  Standard in order to establish to what extent the System addresses the requirements of the standard and if a subsequent Initial Assessment for Accredited Certificate is likely to result in successful certification at an early stage, by which usually companies take the necessary corrective/preventive actions as appropriate and prior to the Initial Assessment. The Pre-audit should not be considered as a Consultancy Service


Audit Stage 2 - Certification audit (certificate issued after successful certification audit)


The principal purpose of the Initial Assessment is to audit the Companys Management Systems for compliance with the the standard. Please note that Initial Assessment is the obligatory service.   In this phase if there are any opportunities for improvements identified BAS auditors would report them in the interest of the organization.  


Surveillance audits to follow the continual improvement


It is also an obligatory service; BAS will perform Surveillance Visit approximately after every year i.e. a total of 3 Surveillance Visits will be performed every year during the 3 years validation period of the Certificate. Such routine surveillance Visits are performed to ensure the continuous compliance of your Management System to the requirements of  Standards.


Re-certification after 3 years through full audit or continual assessment.

What we do?

  • BAS can assist your organization to acquire any relevant ISO certifications in UAE which is well-known internationally. It will generate additional business opportunities, exhibit the organizations compliance and commitment to the best-practices in any industries in order to be more competitive in todays market.
  • We at BAS with our veteran assessors provide you with certification which provides value for your management system. Many clients around the world have greatly benefited through our exemplary service.
  • When you choose BAS as your certification partner you stand to gain monetarily in your business by our straight forward assessment. The overall aim of certification is to give confidence to all parties that a management system fulfills specified requirements. The value of certification is the degree of public confidence and trust that is established by an Impartial and competent assessment by a third party. 
  • With BAS, you will have the capability to deliver on the promises you make this helps you to enhance your     reputation, creates confidence in your capabilities, substantiates claims and differentiates your     organization; 
  • With BAS,  Obtains the full tangible benefits and value of your management systems this helps you to     link assessment system benefits to financial performance or improvements in effectiveness     and efficiency that help drive your business forward in  measurable and verifiable ways; and develops your capability to better manage a range of non-financial risks. 
  • As an integral part of this process, BAS will evaluate the relevance of the quality objectives against the analysis of stakeholder expectations and strategic goals of the company. We will assess the capability of the management system in controlling the defined processes. We will assess the effectiveness of the management decision making in respect to this data and, on the basis of this assessment, we will help senior management identify any changes required to support continual improvement. 
  • Providing more opportunities for improvements than just performing a compliance audit against the standards requirements.  
  • Understand the local culture and working patterns of the clients will facilitate better communication and understanding between BAS and the clients.
  • BAS possesses resources who have the knowledge and skills of multiple standards such as ISO 20000, ISO 27001, SKEA for eg., in Abu Dhabi for Business Excellence programs etc.,. This greatly helps the clients to have better inputs as the standards can be applied in an integrated way and the auditors can provide a holistic feedback. 
  • BAS has offices around the world and the auditors  have access to the knowledge from all around the global parts which will be helpful to the clients as they can have a better understanding and more practical suggestions from BAS auditors.
  • BAS location advantage within the Emirates on the following: Abu Dhabi, Dubai, Al Ain, Sharja, Ajman, Ras Al Kaimah and Fujairah (We have successfully completed many and different projects locally and also internationally).
  • BAS strongly promotes and implements the facilitations on the relevant Management System not only for the sake of certification but to really make a difference in the processes and procedures that will be implemented throughout any organization.
  • BAS consist of some project members which are also EFQM International Assessors this can add value to the assignment as Abu Dhabi government is highly recommending Organizational Excellence program across Abu Dhabi Emirate (and UAE).

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