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ISO 10001,2,3 family standards in quality management
Piotr Kafel
Kragujevac 2015
Presentation Agenda Introduction ISO 10001 description Relations between ISO 10001, 2, 3 and ISO
9001 Conclusions
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1:10:100 Rule
Issue/Problem detected and
resolved at the initial working
station Issue/Problem detected and
resolved at the next/further
process ownerIssue/Problem detected and resolved after
customer complaint
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ISO 10001,2,3 family The International Organization for
Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer
satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer
satisfaction. Guidelines for Complaints Handling in Organizations.
ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution.
Kragujevac 2015
ISO 10001,2,3 family The International Organization for
Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer
satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer
satisfaction. Guidelines for Complaints Handling in Organizations.
ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution.
Kragujevac 2015
ISO 10001 - Goal: Maintaining and enhancing
customer satisfaction and the reputation of the organization.
ISO 10001,2,3 family The International Organization for
Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer
satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer
satisfaction. Guidelines for Complaints Handling in Organizations.
ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution.
ISO 10002 - Goal: - effective and efficient complaints-
handling process- Improvements in products, processes and
sometimes can improve the reputation
ISO 10001,2,3 family The International Organization for
Standardization (ISO) has developed three interrelated standards to manage quality and customer satisfaction: ISO 10001:2007 - Quality Management: Customer
satisfaction. Guidelines for Codes of Conduct. ISO 10002:2014 - Quality Management: Customer
satisfaction. Guidelines for Complaints Handling in Organizations.
ISO 10003:2007 - Quality Management: Customer satisfaction. Guidelines for External Customer Dispute Resolution.
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ISO 10003 - Goal: To provide a transparent, easy-to-use and fair process for resolving
disputes.
ISO 10001:2007
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Quality Management: Customer satisfaction. Guidelines for Codes of
Conduct.
Codes of conductISO 10001
Codes of Conduct are defined as: promises to customers and related provisions used by organizations to address such issues as: product delivery within pre-determined time
frames; product returns; handling of personal information of customers; advertising; pricing; fair trading; and stipulations/conditions concerning particular
attributes of a product or its performance.
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Examples of customer satisfaction codesISO 10001
Pizza delivery code: Promise:
“Our promise to PizzaFast customers: Hot and tasty pizza delivered to your door within 30 minutes of the order being placed, or the pizza is free.”
Limitations on the promise: “This promise applies only to the first pizza ordered in the case of multiple pizza orders. This promise does not apply to customers who place the pizza
order from beyond a 5 kilometre radius from our facility, and does not apply in the case of severe weather or traffic conditions (when these weather or traffic conditions and the limitations on the PizzaFast promise apply, this will be communicated by PizzaFast call operators to its customers at the time they place their orders).“
Other code provisions
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Examples of customer satisfaction codesISO 10001
Limitations on the promise:“This promise applies only to the first pizza ordered in the case of multiple pizza orders. This promise does not apply to customers who: place the pizza order from beyond a 5
kilometer radius from our facility, does not apply in the case of severe weather
or traffic conditions (…this will be communicated by PizzaFast call operators to its customers at the time they place their orders).“
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Examples of customer satisfaction codesISO 10001
Other code provisions: “PizzaFast wishes to inform its customers
that when pizzas are delivered late, and are provided at no cost to the customer, the cost of the pizza is not deducted from the wages of the pizza delivery personnel. For inquiries or complaints regarding the pizza delivery promise and its implementation, contact us at: 1-800-pzafast.”
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Guiding principlesISO 10001
General Effective codes of conduct are based on
adherence to customer-focused guiding principles set out in ISO 10001 standard, such as: Capacity Visibility Accessibility Responsiveness Accuracy Accountability Continual improvement
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Guiding principlesISO 10001
Capacity An organization should make sufficient
resources available for code: Planning, Design, Implementation, Maintenance, and Improvement.
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RESOURCES:- Personnel (e.g. code
representative),- information, - materials, - funding and
infrastructure (adequate remedies such as customer compensation).
Guiding principlesISO 10001
Visibility A code should be well publicized so that
customers, employees and other interested parties are aware of it.
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Methods of customer information about code:- during the face to face contact/at the desk,- website information,- leaflets,- written contract with client,- quality policy,- placed in the reception desk, clearly visible to the customers- other.
Guiding principlesISO 10001
Accessibility An organization should make its code, and
supplementary information about its code, available to its customers, personnel and other interested parties.
The information should be in clear language. Information and assistance concerning the
code should be made available in whatever languages or formats that the organization’s products are offered or provided in, so that no customers are disadvantaged.
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Guiding principlesISO 10001
Accessibility text of code in other languages than
“national one”, in alternative formats suitable for existing
and potential customers with language/literacy problems
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Guiding principlesISO 10001
Responsiveness An organization’s code should respond to
the needs and expectations of its customers.
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A desire to communicateand a willingness to listen
- Information’s collected from all interested parties during the design process
Personnel (in direct contact with customers/ no contact with customers), suppliers, customers, and others who are affected.
Guiding principlesISO 10001
Accuracy Information concerning the code, how it is
implemented and any communication made about it and the provisions of the code itself should be accurate, not misleading, capable of being verified and in compliance with relevant statutory and regulatory requirements.
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Problem: Situation that clients tried to exploit the codeTAX issus (e.g.
free products vs. taxes) Compliance
with law requirements
Guiding principlesISO 10001
Accountability The code process should address
accountability for and reporting on the actions and decisions of the organization with respect to its code.
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Indicators:- number of clients that made requests
concerning the promise,- % of positive realization of the requests, - cost of codes realization.
Guiding principlesISO 10001
Continual improvement The continual improvement of the code
should be a permanent objective of the organization.
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- The review of the effectiveness and content of the code,
- modification or changes of the code because of existing or potential problems or innovations,
- modification of operational procedures (concerning the code fulfillment).
Code Process flow chart ISO 10001
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PLANNING AND DESIGN (6)
Gather preliminary information
Obtain imput from intrested parties
Assess
Prepare draft code
Prepare draft performance indicatores
Prepare draft code procedures
Code Process flow chart ISO 10001
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Prepare draft code procedures
Make initial determination of resources needs
Prepare draft comunication plan
Finalize code, indicators, procedures, needs and plan
based on input from interested parties
IMPLEMENTATION (7)
Code Process flow chart ISO 10001
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IMPLEMENTATION (7)
Deploy Resources
Make internal communication
Apply procedures
Make external communication
Make correction & take remedial actions
Record performance
Code Process flow chart ISO 10001
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Record performance
MAINTANANCE AND IMPROVEMENT (8)
ISO 10002:2014
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Quality Management: Customer satisfaction. Guidelines for
Complaints Handling in Organizations.
General principles of ISO 10002 and 10003
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ISO 10002 Guidelines for Complaints Handling in Organizations.
• Visibility• Accessibility• Responsiveness• Objectivity• Charges• Confidentiality• Customer-focused
approach• Accountability• Continual improvement
ISO 10003Guidelines for External Customer Dispute Resolution.• Consent to participate• Accessibility• Suitability• Fairness• Competence• Timeliness• Confidentiality• Transparency• Legality• Capacity• Continual improvement
ISO 10001,2,3 - certification
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This International Standards are designed to be used solely as a guidance documents.
Conformity assessment to this International Standards or parts of it are inappropriate.
CERTIFICATE
ISO 10001ISO 10002ISO 10003
Relation between standardsISO 9001/IMS vs ISO 10001,2,3
Quality management
system ISO 9001 or Integrated
management system
+ISO 10001 and/orISO 10002 and/or
ISO 10003
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No QMS
ISO 10001 and/orISO 10002 and/or
ISO 10003
Inter-relationship of ISO 10001,2,3
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Customer’sInterest in Product
Transactionwith the Customer
Complaint handling
based upon ISO 10002
Dispute resolution based upon ISO
10003
File closedFile closed
CUSTOMER COMPLAINTS ?
COMPLAINTRESOLVED ?
Code of conductbased upon ISO
10001
Consideration of code promises
Consideration of code promises
FEEDBACK
FEEDBACK
FEEDBACK
FEEDBACK
NO
NO
YES
YES
ConclusionsISO 10001,2,3 - benefits
Enhance fair trading and customer confidence in an organization,
Improve the communications made by an organization,
Helps to create a customer-focused approach, Help to enhance customer satisfaction and
loyalty, Provide additional information that can
contribute to improvement of the organization’s processes and products,
Improve or avoid damage to the organization’s reputation.
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Thank you for your attention
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