ISO 10002 Complaints Handling System: a study
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 December 2006
Abstract
Purpose
The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its complaints handling content, and the standard's applicability in a public electrical utility.
Design/methodology/approach
A summary of the ISO 10001/2/3 standards is presented, followed by a more detailed analysis of ISO 10002: 2004 and its possible integration with ISO 9001: 2000. Subsequently, a demonstration of how ISO10002: 2004 compares to the case study electrical utility's complaints‐handling system is provided.
Findings
ISO 10001/2/3 can guide organisations in preventing customer dissatisfaction as well as in resolving complaints within and outside the organisations' borders. Results of the gap analysis between ISO 10002: 2004 and the electrical utility's complaints handling system showed major opportunities for improving the overall system, looking beyond merely addressing individual complaints.
Research limitations/implications
Only one organisation was studied and ISO 10002: 2004 was less than a month old at the time. Quality management researchers will see opportunities for further investigation into the application of ISO 10001/2/3 and how these standards can augment quality management systems, particularly those based upon ISO 9001: 2000.
Practical implications
The presented discussion on an internationally‐standardized complaint‐handling system gives practitioners in the energy and other industries an incentive to study and apply ISO 10002: 2004.
Originality/value
The paper is a pioneering effort in applying ISO 10002: 2004 to an actual organisation. Furthermore, the links shown between complaints handling and quality management will open up new avenues for research in the area of the integration of standardized management systems.
Keywords
Citation
Hughes, S. and Karapetrovic, S. (2006), "ISO 10002 Complaints Handling System: a study", International Journal of Quality & Reliability Management, Vol. 23 No. 9, pp. 1158-1175. https://doi.org/10.1108/02656710610704258
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited