Why ISO 10002 Customer Satisfaction Management System?

Why ISO 10002?

Learn why an ISO 10002 Customer Satisfaction Management System matters by talking with Sistem Patent Kalite's certification and test-consultancy team. Quality Management in Education, which began when the concept of quality entered the education sector, centres on customer satisfaction as one of its core principles. In the 1990s, terms such as quality in goods, service, and management, standards, quality control, benchmarking, and Total Quality Management started to appear frequently. Each of these terms calls for separate analysis in the context of education management.

To give a concrete reason for ISO 10002: two major Turkish firms were nominated for the European Quality Award, and Brisa's winning of the 1996 European Quality Award drew attention to Total Quality Management as a new management approach. Today Total Quality Management, which operates mainly in industrial organisations, is increasingly recognised as a practical discipline for educational institutions as well. In the United States, for example, three waves of the concept have appeared. The first quality wave was established in 1950 when Deming brought the quality concept to Japan. The second wave came when industrial thought leaders brought the concept back to the USA in the 1980s. The third wave appeared when the concept entered the education sector (Schargel, 1993, p.68). As a result, some educational institutions in the USA carried out research on Total Quality Management in Education and helped spread it. Preparing students for the 21st century through a quality transformation has been emphasised repeatedly in this context.

Retaining an existing customer costs at least four times less than acquiring a new one. Organisations that lose customers have to spend significant effort and money to recover both the customers and their reputation. To avoid that, organisations adopt the preventive mindset shared by every management system: manage the system, don't firefight the symptoms.

• To show customers they are valued
• To demonstrate a customer complaint-management system operating at a higher level than competitors
• To build an excellent customer-relationship management standing
• To develop staff awareness and attention within complaint management

These reasons are why ISO 10002:2004:

• Guides firms on how to respond when a customer issue arises.
• Helps firms decide whether, after an issue, an apology is sufficient or a larger remedial action including compensation is needed.
• Makes it possible to handle customer issues in the fairest way.
• Turns complaints into lessons learned and identifies areas open to improvement.

As a firm that treats the quality-certification needs of its customers as a guiding principle, we support their development through the certificates we deliver. With offices in Izmir, Istanbul, Ankara, Bursa, Adana, Eskisehir, Konya, Antalya, and Kayseri, Sistem Patent Kalite is among the most preferred and value-adding firms in the sector.