ISO 10002-Chinese.ppt

ISO 10002: an Introduction Chris Yau Assistant Operations Manager Systems & Services Certification 2 Study says n A satisfied customer will tell an average of 5 other people about their positive experience 一个满意的客户会将他们的 正面经验告诉平均5个人 n A dissatisfied customer will tell an average of 9 other people about their negative experience一个不满意的客户 会将他们的负面经验告诉平均9个人 13% of dissatisfied customers will share their bad experience to 20 others 不满意的客户有13%会与20个人分享他们的不良 经验. 98% of dissatisfied customers never complained but simply switch to other suppliers 不满意的客户有98%会从不抱怨而直 接转到其他供应商. 3 Study says A satisfied customer will tell an average of 5 other people about their positive experience.一个满意的客户 会将他们的正面经验告诉平均 5个人 A dissatisfied customer will tell an average of 9 other people about their bad experience.一个不满意的客 户会将他们的负面经验告诉平 均9个人 4 Study says 5 Complaint handling 投诉处理 n Complaints as opportunity for improvement 将投诉作为改 善的机会 Complaints offer organizations an opportunity to provide constructive ideas for improving products, adapting marketing practices, upgrading services, etc.投诉为组织提供了一个机会 ,为改进产品,适应市场需求,提升服务等提出建设性意见 n Complaints as vehicle for improving customer loyalty将投 诉作为提高客户忠诚度的媒介 When complaints are properly handled, they can improve the reputation of the organization 当投诉被恰当处理,能提高组织 的声望. 6 Introduction n Provide guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial and non-commercial activities, including those related to e-commerce.为所有商业及非商业活动,包括相关 电子商务,提供设计和执行一个可行及有效的投宿处理程序提供指 引. n Not applicable to disputes referred for resolution outside the organization or for employment-related disputes 不适用于需要 由第三方仲裁的或和雇佣相关的纠纷 7 Purpose of a complaint-handling process 投诉处理 程序的目的 n Allow an organization to:令组织: Maintain a customer-focused, consistent, systematic and responsive complaint handling process 保持一个以客户为中 心的,一致的,系统的和敏感的客户投诉处理程序 Enhance its ability to identify trends and eliminate causes of complaints 提高组织辩明倾向和避免投诉发生的能力 Encourage personnel to improve their skills in working with customers 鼓励个人提升在工作中应对客户的技巧 8 The Standard is not applicable to标准不适用于 n Disputes referred for resolution outside the organization, e.g.需要由第三方仲裁的争议 Law suits filed against the organization regarding to the use of product or service涉及使用产品或服务的与组织相对立的法 律诉讼申请 Fraud on sales of product or services 产品或服务的欺诈销售 n Employment-related disputes, e.g.雇佣相关的争议,如: Salary and benefits disputes 薪水和利益争议 Recruitment 招募 Promotion 晋升 9 The ISO customer satisfaction series ISO 客户满意系列 ISO/WD 10001 Customer satisfaction Guidelines for Codes of Conduct 客户满意操作章程的指引 ISO 10002:2004 Customer satisfaction Guidelines for Complaints Handling in Organizations客户 满意组织内部投诉处理的指 引 ISO/WD 10003 Customer satisfaction Guidelines for External Customer Dispute Resolution客 户满意外部客户争议解决的 指引 10 Complaint: definition 投诉：定义 n Expression of dissatisfaction made to an organization, related to its products (or services), or the complaints- handling process itself, where a response or resolution is explicitly or implicitly expected.对一个组织关于其产品(或服 务)或是其自己的投诉处理程序不满的表达,并明确或含蓄地 期待得到回复或决定. 11 Guiding principles 指引原则 n Visibility透明度 n Accessibility可采用性 n Responsiveness回应 n Objectivity客观性 n Charges收费 n Confidentiality保密性 n Customer-focused approach客户为中心的解决方案 n Accountability责任 n Continual improvement持续改进 12 5.0 Complaint handling framework n 5.1 Commitment义务 n 5.2 Policy政策 n 5.3 Responsibility and authority 责任和权限 5.3.1 Top management 最高管理者 5.3.2 Management representative管理者代表 5.3.3 Other managers其它管理者 5.3.4 All personnel in contact with customers and complainants 接触客户和投诉的全体人员 5.3.5 All other personnel其它人员 13 6.0 Planning and design 计划和设计 n 6.1 General总则 n 6.2 Objectives目标 n 6.3 Activities活动 n 6.4 Resources资源 14 7.0 Operation of complaints-handling process 投诉处理程序的运作 n 7.1 Communication沟通 n 7.2 Receipt of complaint投诉的接受 n 7.3 Tracking of complaint投诉的跟踪 n 7.4 Acknowledgement of complaint投诉的确认 n 7.5 Initial assessment of complaint投诉的初步评价 n 7.6 Investigation of complaints投诉的调查 n 7.7 Response to complaints投诉的回复 n 7.8 Communicating the decision结论的传达 n 7.9 Closing the complaint 投诉的关闭 15 8.0 Maintenance and improvement维持和提高 n 8.1 Collection of information信息收集 n 8.2 Analysis and evaluation of complaints投诉的分析和评 价 n 8.3 Satisfaction with the complaints-handling process投诉 处理的满意程度 n 8.4 Monitoring of the complaints-handling process投诉管理 过程的监控 n 8.5 Auditing of the complaints-handling process投诉处理过 程的审核 n 8.6 Management review of the complaints-handling process投诉处理过程的管理复审 n 8.7 Continual improvement持续改善 16 Graphical representation of ISO 10002 17 Relationship with ISO 9001:2000与ISO 9001:2000 的关联 n Compatible with ISO 9001:2000与ISO9001:2000的共通之 处 Utilizes PDCA approach利用PDCA方法模式 Inherits the terms and definitions from ISO 9001 从ISO 9001 继承条款和定义 n It can be used as an element of a quality management system可被作为质量管理体系的一个元素 ISO 9001 mentions “complaints” twice (in 7.2.3 and 8.5.2) ISO 9001 两次提及”投诉”,(条款7.2.3和8.5.2) 18 ISO 10002 certification by SGS n Bundled with ISO 900。