ISO 10001 Saudi Arabia

ISO 10001 Saudi Arabia

What are ISO 10001/2/3 Standards or Quality management -- Customer satisfaction?

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations. ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

ISO 10002:2004

ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors.

ISO 10002:2004 addresses the following aspects of complaints handling:

  • Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service
  • Top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training
  • Recognizing and addressing the needs and expectations of complainants
  • Providing complainants with an open, effective and easy-to-use complaints process
  • Analyzing and evaluating complaints in order to improve the product and customer service quality
  • Auditing of the complaints-handling process
  • Reviewing the effectiveness and efficiency of the complaints-handling process.

ISO 10002 is relevant to any organization that wishes to exceed customer expectations, a basic requirement for businesses of all types and sizes, whether they're in the private, public or voluntary sectors.

ISO 1003:2007

10003:2007 provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. ISO 10003:2007 is applicable to

  • Complaints relating to the organization's products intended for, or required by, customers, the complaints-handling process or dispute-resolution process
  • Resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce
  • Guidance on determining when and how organizations can participate in dispute resolution
  • Guidance on the selection of providers and use of their services
  • Top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization
  • The essentials for fair, suitable, transparent and accessible dispute resolution
  • Guidance on management of an organization's participation in dispute resolution, and Monitoring, evaluating and improving the dispute-resolution process

ISO 10003:2007 is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements. ISO 10003:2007 is intended for use by organizations regardless of type, size and product provided.

ISO 10003 can assist individuals and organizations in evaluating the effectiveness, efficiency and fairness of an organization's dispute-resolution process. Implementation of BS ISO 10003 can:

  • Provide flexible dispute resolution that, in comparison with court-based processes, can be less expensive, easier and quicker, especially in disputes across borders
  • Help to enhance customer satisfaction and loyalty
  • Provide a benchmark against which individuals and organizations can evaluate claims by organizations and providers that they operate in an effective, efficient and fair manner help to inform potential users of dispute resolution about the conditions of access, cost and the legal consequences
  • Enhance the ability of an organization to identify and eliminate causes of disputes.
  • Improve the way complaints and disputes are handled in the organization
  • Provide additional information that can contribute to improvement of the organization's processes and products
  • Improve the organization's reputation or avoid damage to it.
  • Improve domestic and international competitiveness.
  • Provide confidence of fair and consistent treatment of disputes throughout the global marketplace.

How can Informatics Management Consultancy help to get ISO 10001 / 2 / 3 Certification?

Infomatics Management Consultant Pvt. Ltd is the leading ISO 10001/ 2 / 3 providers for customer satisfaction. Our knowledge and experience of the standards is unsurpassed. This means we know how to fully exploit the benefits of your complaints management system, helping you to turn customer complaints into an opportunity for gaining an advantage over your competitors.With a team of highly qualified consultants and trainers having vast industrial experience, Infomatics Management Consultant Pvt. Ltd. partners organizations across the world to implement and achieve ISO 10001 / 2/ 3 certification.. We provide ISO 10001 / 2/ 3 training, consulting, implementation and certification services in India, USA, UK, Saudi Arabia, UAE, Europe and African countries.

Informatics offers comprehensive series that will help you to achieve your Quality Management - Customer Satisfaction. We Can:

  • Conduct an initial gap analysis and aspect impact analysis.
  • Help you to establish policies and objectives.
  • Identify documentation requirements and assistance in achieving required level of documentation.
  • Manage implementations schedules, training and follow up actions.
  • Improve the way complaints and disputes are handled in the organization
  • Help you to select a Registrar that has experience in your industry and achieve successful certification to ISO 10001/2/3.

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