Thamer James Blog

BS ISO 10002: 2018 provides a framework for effective complaint handling where external verification of such a system may be required. The Standard sets out a framework for planning, design and development of a well-structured complaints process based upon best in...

Once the organisation has made the commitment to implement BS ISO 10002 Complaints Handling Standard one of the first key tasks is to create a complaints handling policy.The policy should ideally reflect outputs from the contextual issues surrounding the organisation....

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...

Creating the required complaints management system requires careful analysis of existing processes and interrelated activities. Using various business process analysis tools can expedite this activity. The processes need careful examination to follow the customer...

For an effective complaints handling system such as BS ISO 10002 to operate effectively, the organisation must establish how it plans to communicate with its customers and stakeholders alike on its agreed methods of dissatisfaction handling.The executive team leading...

BS ISO 10002 the Standard for complaints management requires a careful assessment and examination of the programme to ensure it is effective.Management review meetings can be integrated with other standards under the Annex SL principle. But it is important to ensure...