Self-assessmentISO 10002:2018
ISO 10002:2018 — Handling of customer complaints
Guidelines for planning, designing, implementing and improving an effective process for handling customer complaints as part of a quality management system.
- control points
- 44
- anchored clauses
- 21
- Clauses covered
- 5
Clauses covered
| Guiding principles | 4 | 4.2-4.3 · 4.11-4.15 · 4.4-4.5, 4.8 · 4.6-4.7, 4.9-4.10 |
| Complaints-handling framework | 4 | 5.1 · 5.2 · 5.3 · 5.4 |
| Planning, design and development | 3 | 6.1 · 6.2 · 6.4 |
| Operation of the process | 6 | 7.1 · 7.2 · 7.9 · 7.3-7.4 · 7.5-7.6 · 7.7-7.8 |
| Update and improvement | 4 | 8.7 · 8.1-8.2 · 8.3-8.4 · 8.5-8.6 |
Scale
ImplementedPartially implementedNot implementedNot applicable
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