Which Organisations Should Obtain ISO 10002?

Which organisations should obtain ISO 10002?

ISO 10002 certification is appropriate for every type of organisation, regardless of sector: public bodies, foundations, private companies, NGOs, and associations. The certificate is available to legal entities as a whole, and it is equally applicable to specific departments within those entities. The standard is also a practical reference for online and e-commerce businesses, and for both commercial and non-commercial organisations, because it describes an effective, efficient way to design and maintain customer complaint-handling processes.

Organisations of any size or geography follow ISO 10002 as the reference standard for setting up a complaint-handling system. The organisations that get the most value from the certificate are those that have already recognised the benefit of a customer-complaint management approach and are actively researching how to build it.

Every firm and organisation is the sum of its activities. Each one has internal processes, and the output of one process becomes the input of another, so the receiving process stands in the position of a customer. In that sense, the concept of the customer is not confined to external buyers.

Just as an organisation must meet the needs of its external customers, it must also meet the needs of the internal units that receive the outputs of its upstream processes. Those internal units are treated as internal customers under ISO 10002, and the organisation is responsible for meeting their expectations in the same way.