Standards standards

Posted by jerry on August 2nd, 2004 — Posted in Journal

Standards standards
Fed up with complaining? Now there’s something else to complain about – perhaps whoever you want to complain about doesn’t have their complaints handling up to standard! Yes folks, there’s now an international standard for complaints handling: ISO-10002-04.

Sound a bit ‘Monty Pythonesque’? or a bit ‘Yes Minister’? Try this on for size:

When the ISO 10002 complaints-handling process is implemented, the customer will benefit from responsive treatment of his or her complaint, while the organization will benefit from the focus on problem areas pointing to opportunities for improvements and savings.

and:
ISO 10002, Quality management – Customer Satisfaction – Guidelines for complaints handling in organizations, synergizes the best thinking of international experts from two domains: quality management and consumer issues.”

So for truly synergized complaints-handling in which the customer will benefit from responsive treatment you may now take comfort from the fact that you are contributing to quality management, enabling the organisation to benefit from the focus on problem areas. Feeling better yet?

You should be, because the new standard operates by — “enhancing customer satisfaction by creating a customer-focused environment that is open to feedback”.

So this week my Sir Humphrey Appleby Prize for Bureaucratic Process goes to [drum roll]… [dramatic pause]… ISO 10002-04: Quality management – Customer Satisfaction – Guidelines for complaints handling in organizations

Cheers
Jerry

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