iso 10001,2,3 family standards in quality management piotr kafel kragujevac 2015

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

Kragujevac 2015

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

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






Kragujevac 2015

ISO 10001 - Goal: Maintaining and enhancing

customer satisfaction and the reputation of the organization.






ISO 10002 - Goal: - effective and efficient complaints-

handling process- Improvements in products, processes and

sometimes can improve the reputation






Kragujevac 2015

ISO 10003 - Goal: To provide a transparent, easy-to-use and fair process for resolving

disputes.

ISO 10001:2007

Kragujevac 2015

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.

Kragujevac 2015

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

Kragujevac 2015


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).“

Kragujevac 2015


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.”

Kragujevac 2015

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

Kragujevac 2015


Capacity An organization should make sufficient

resources available for code: Planning, Design, Implementation, Maintenance, and Improvement.

Kragujevac 2015

RESOURCES:- Personnel (e.g. code

representative),- information, - materials, - funding and

infrastructure (adequate remedies such as customer compensation).


Visibility A code should be well publicized so that

customers, employees and other interested parties are aware of it.

Kragujevac 2015

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.


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.

Kragujevac 2015


Accessibility text of code in other languages than

“national one”, in alternative formats suitable for existing

and potential customers with language/literacy problems

Kragujevac 2015

Kragujevac

Кpaгyjевaц


Responsiveness An organization’s code should respond to

the needs and expectations of its customers.

Kragujevac 2015

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.


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.

Kragujevac 2015

Problem: Situation that clients tried to exploit the codeTAX issus (e.g.

free products vs. taxes) Compliance

with law requirements


Accountability The code process should address

accountability for and reporting on the actions and decisions of the organization with respect to its code.

Kragujevac 2015

Indicators:- number of clients that made requests

concerning the promise,- % of positive realization of the requests, - cost of codes realization.


Continual improvement The continual improvement of the code

should be a permanent objective of the organization.

Kragujevac 2015

- 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

Kragujevac 2015

PLANNING AND DESIGN (6)

Gather preliminary information

Obtain imput from intrested parties

Assess

Prepare draft code

Prepare draft performance indicatores

Prepare draft code procedures


Kragujevac 2015

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)


Kragujevac 2015

IMPLEMENTATION (7)

Deploy Resources

Make internal communication

Apply procedures

Make external communication

Make correction & take remedial actions

Record performance


Kragujevac 2015

Record performance

MAINTANANCE AND IMPROVEMENT (8)

ISO 10002:2014

Kragujevac 2015

Quality Management: Customer satisfaction. Guidelines for

Complaints Handling in Organizations.

General principles of ISO 10002 and 10003

Kragujevac 2015

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

Kragujevac 2015

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

Kragujevac 2015

No QMS

ISO 10001 and/orISO 10002 and/or

ISO 10003

Inter-relationship of ISO 10001,2,3

Kragujevac 2015

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.

Kragujevac 2015

Thank you for your attention

Kragujevac 2015

iso 10001,2,3 family standards in quality management piotr kafel kragujevac 2015

Documents

customer satisfaction

standardization iso

codes of conduct iso

customer complaint kragujevac

complaints handling

reputation slide

family standards

interrelated standards