BS ISO 10002 requires that top management should set the policy as discussed in the previous blog.

The complaints process should be designed and formulated to align with the organisation’s current core processes. A good model to assess the effectiveness of these processes is ISO9001 and its section on design control.

Resource requirements will need addressing. Where significant volumes of in-bound complaints are received appropriate numbers of trained personnel will be needed.

Again, as with all initiatives the complaints process must be clearly understood by all front-line staff and those engaged with customers.

A defined complaints representative is required who will need appropriate competencies and appreciation of the agreed processes. Their roles and responsibilities should be adequately defined.

The complaints process should be designed to allow for larger than usual traffic. This could be necessitated on the back of a commercial campaign that is unfortunately not well developed and receives negative feedback.

All relevant management should be involved within the complaints process and fully understand their role in complaint handling. Areas of ambiguity or cross-over should be carefully examined and rectified.

Monitors and measures should be set for key parts of the complaints process with all staff being aware of the current performance.

Roles and responsibilities should be regularly reviewed and improved ideally at the BS ISO 10002 management review.

For further information and to book your BS ISO 10002 survey please contact: Marcus J Allen at Thamer James Ltd. Email: marcus@thamerjames.co.uk