30 Mar 2018Posted By: Mudit Handa

How ISO 10002 amplifies the concept of customer satisfaction discussed in ISO 9001?

The realm of customer satisfaction is indeed all-embracing that goes far beyond the purview of sales and profit maximization. It is governed by the fortitude to approve the customers of the quality of service. As a wise consumer, you must be fully assured of the quality of the good or service before making the buying decision, just as-

“What goes inside your tummy must not ache you afterwards.”


Laurel & Hardy had just come out of the bakery, where they routinely visited for a sumptuous supper after a bustling day. Laurel was buzzing something about the décor of the bakery kitchen, when suddenly Hardy, the gourmand and a gargantuan eater butted in- “For how long will the furnishings of an eatery matter unless the menu is bland and dull?”

To which Laurel gave a witty clarification- “The interiors of any establishment are worth considering as they affect the quality of the final product. What goes inside your tummy should be hygienically produced and served so that it doesn’t ache you afterwards.”


Discussing the global standards for customer satisfaction, he revealed to Hardy,

“Apart from the ISO 9001 2015, the International Organization for Standardization or ISO has introduced another benchmark- ISO 10002.”

Hardy asked inquisitively-


#1. What is all about the ISO 10002?

Laurel: This International benchmark amplifies the extent of quality management that is discoursed in ISO 9001 certification. Its main focus is towards benefitting an organization and its customers and other stakeholders by bridging the communication gap existing between the organization and its customers in order to redress customer complaints efficiently.


#2. How is that possible?

Laurel: Just as it provides detailed guidelines on the procedure of complaint redressal as regards various products of an organization.


#3. How does ISO 10002 ensure perfect complaint redressal mechanism?

Laurel: This QMS standard functions on a truly strategic basis. It includes all the key aspects of quality management, viz. planning, designing, operation, maintenance of the quality and its steady improvement. The process of complaints handling thus covers all these aspects as to ensure overall quality management system.


The epicure Hardy was still iterating about the variety of the menu, which really irked Laurel. So, he retorted-

“A slightest of a stain found on the slab or the serving dish is enough to incite blabbermouths like you to curse the entire premises of a restaurant.” Then he suddenly noticed Hardy, who was nibbling a muffin he had got from the bakery.

He barged in- “Wait! Just look at the beautiful topping on your cake….”


“Aaaargh…. a spider!!” cried Hardy, throwing away the muffin.


Growing weary with the thought of having half of the cake engulfed, Hardy enquired-

#4. What strategy does ISO 10002 involve to ensure client-friendly environment?

Laurel: Any entity with an ISO certificate 10002 focuses on-

  • Enhancing the level of client satisfaction by creating a consumer-friendly environment that is open to feedback, complaints, and suggestions; the emphasis is always on resolving of all the complaints received and enhancing the organization's ability to improve its product and customer service;

  • Involving the Top management and ensuring their commitment for proper occupation and application of relevant resources;

  • Proper personnel training and human resource management;

  • Identifying the requirements and wants of complainants at the ground stage and catering to them properly;

  • Allowing access to an open, interactive, and easy-to-access feedback interface to the complainants;

  • Evaluating all the complaints individually and to perk up the product and services;

  • Regularly auditing the complaints-redressal mechanism and reviewing the efficacy of the complaints-handling.


#5. Which version of ISO certificate 10002 is applicable currently?

Laurel: Currently,  ISO 10002:2014 is in practice.


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