Quality management—Customer satisfaction—Guidelines for complaints handling in organizations
Some standard content:
1CS 03. 120. 10
National Standard of the People's Republic of China
GB/T 19012—2008/IS0 10002:2004Quality management
Customer satisfaction
Guidelines for complaints handling in organizations
organizationsISO10002:2004, IDT)
2008-05-07 Issued
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China Standardization Administration of China
All Products Autumn Companion
2008-12-01 ImplementationwwW.bzxz.Net
Normative References
3 Terms and Definitions
4 Guiding Principles
Customer Focused Approach
Continuous Improvement
5 Complaints Handling Framework
5.1 Commitment
5.2 Parties Target
5.3 Responsibilities and authorities
6 Planning and design
Operation of the complaint handling process
Complaint processing
Complaint tracking
Complaint notification
Preliminary complaint review
Complaint investigation
Complaint response
Communication and decision
7.9 Complaint termination
8 Maintenance and improvement
Information collection
Complaint analysis and evaluation
Japan Partner Network ht
GB/T19012—2008/ISO10002:2004CB/T 19012—2008/IS0 10002:20048.3 Satisfaction level of complaint handling process
8.4 Monitoring of complaint handling process
8.5 Audit of complaint handling process
8.6 Management review of complaint handling process
8.7 Continuous improvement
Appendix A (Informative Appendix)
Appendix B (Informative Appendix)
Appendix C (Informative Appendix)
Appendix D (Informative Appendix)
Appendix E (Informative Appendix)
Appendix F (Informative Appendix)
Appendix G (Informative Appendix)
Appendix H (Informative Appendix)
References
Guidelines for Small Enterprises
Registration Form for Complainants
Complaint Handling Record Form
Progressive Flowchart
Continuous Performance Monitoring
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GB/T19012—200B/IS0 10002:2004 This standard is equivalent to 15010002:2004 Quality Management Customer Satisfaction Organization Handling Complaints Guide (English Version). This standard makes the following editorial changes to ISO10002:2004: a) Change "this international standard\" to "this standard\". b) Delete the foreword of the international standard.
Appendix A, B, C, D, E, F, C and H of this standard are informative appendices. This standard is proposed and managed by the National Technical Committee for Standardization of Quality Management and Quality Assurance (SAC/TC151). The drafting units of this standard are China National Institute of Standardization and China Quality Association. The main drafters of this standard are: Zhang Zhuangjing, Zheng Zhaohong, Fan Tianshun, Zhu Lien, Wang Xiaosheng, Li Jing, Zhuang Fei and Kang Jian. http://foodmate.netGB/T19012—2008/1S010002:20040.1 General
This standard provides guidance for establishing and implementing effective and efficient complaint handling processes. It is applicable to all types of commercial or non-commercial activities, including complaint handling processes related to e-commerce, to benefit organizations and their customers, complainants and other relevant parties. Regardless of the size, location and industry of the organization, the information gained from the complaints handling process can be used to improve products and processes, and the reputation of the organization can be enhanced when complaints are handled properly. In the global flower market, the obvious value of this standard is to provide a reliable and consistent complaint handling process. Effective and efficient complaint handling. Note: This standard is based on the requirements of the product suppliers and recipients. The service provider shall use the complaint handling process described in this standard to maintain or improve customer satisfaction and recognition. The process of implementing the new basic principles in this standard shall: provide complainants with an open and responsive complaint handling process; improve the organization's ability to collect complaints, systems and models; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; and improve the organization's ability to collect complaints; and 19dUE000 and GB/T19001-2090 Quality Management System This standard is compatible with GB/T19001-2090 Quality Improvement Guide and is used in practice. GB/T19001-2000 Quality Management System The relationship between numbers and efficient external net attack technology and customer feedback (including complaints when not satisfied) can enhance international competitiveness. Recognize that both the complainant and the organization are satisfied: the ability of the year; the skills of organizational personnel to improve their relationship with customers; the basis of review and analysis and the coordination of the processing process. Performance
The goal of this standard.
This standard can also be used alone
Requirements" specifies the quality management system requirements, which can be used by the organization, and can also be used for certification of a requirement or contractual purposes. The complaint handling process described in this standard can be used as a quality management system for certification or contract purposes. GB/T19004 & Quality Management System, Continuous Improvement Guide provides guidance for continuous improvement of performance. The use of this standard can further enhance the organization's complaint handling performance, improve customer and other relevant party satisfaction, and promote continuous improvement of product quality based on feedback from customers and other relevant parties.
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GB/T 19012--2008/ISO 10002:2004 Quality Management
Customer Satisfaction
Guidelines for Handling Complaints in Organizations
This standard provides guidance for the product-related complaint handling process within an organization, including planning, design, operation, maintenance and improvement processes. The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system. This standard does not apply to disputes and agency disputes that need to be resolved outside the organization. This standard is applicable to all industries and organizations of different sizes. Appendix A provides special guidance for small businesses. This standard focuses on the following aspects of complaint handling: a) By establishing A) Create an open environment with a customer focus, including feedback such as complaints, and resolve all complaints received, as well as enhance the organization's ability to improve its products and customer services and improve customer satisfaction; b) Top management should participate and contribute to the fulfillment of obligations through adequate allocation and development of resources (including staff training): Identify and consider the needs and expectations of shareholders: Provide an open, effective and user-friendly complaint process for complainants: Analyze and evaluate the content of complaints in order to improve the quality of products and customer services: e) Review the complaint handling process; g) Review the effectiveness and efficiency of the complaint handling process. This standard does not intend to change the rights and obligations stipulated in applicable laws and regulations. 2 Normative references
The provisions of the following documents become the provisions of this standard through reference in this standard. For all referenced documents with dates, all subsequent amendments (excluding errata) or revisions are not applicable to this standard. However, parties that reach an agreement based on this standard are encouraged to study whether the latest versions of these documents can be used. For all undated referenced documents, the latest versions are applicable to this standard. GB/T19000-2000 Quality Management System Fundamentals and Vocabulary (idtISO9000:2000) 3 Terms and Definitions
The terms and definitions established in GB/T19000 and the following terms and definitions are applicable to this standard. Note: In 3.4.2 of GB/T19000-2000, "product\defined as\result of the process" includes four general categories: service, software, hardware and process materials. The "product" mentioned in this standard can also mean "service" 3.1
complainant
the individual, organization or its representative who makes a complaint3.2
complaint
an expression of dissatisfaction with an organization's product or complaint handling process, including an explicit or implicit expectation of a response or resolution
customercustomer
the organization or individual who receives the product
|tt||GB/T19012--2008/IS0 10002.2004Examples: consumer, principal, end user, retailer, beneficiary and purchaser. [GB/T 19000--2000, definition 3.3.5]3.4
customer satisfactioncustomer satisfactionfaetionthe customer's perception of the extent to which their requirements have been metNote: Adopt definition 3.1.4 in GB/T19000-2000, the notation in this definition is registered. 3.5
customer service
Customer service
Activities between the organization and customers during the product life cycle 3.6
Feedback
Feedback
Interested parties
and the organization's business continuity or employment interests Note: Use GB/T
object
Route 000 to define the purpose of complaint handling. Policy
The organization's best practices procedure: A group of people who will transfer input to others Note: Use GB/T
4 Guiding principles
4.1. General principles
, expressions of comments and concerns
, formal assistance
, output
, Electronics 2000 specifies
that for effective complaint handling, the guidelines set out in 2 to 4.10 are recommended. xoy
4.2 Transparency
Information such as where to make a complaint and where to make a complaint should be made available to customers, employees and other interested parties. 4.3 Convenience
The complaint handling process should be easy to use for all complainants and provide detailed information on how to make a complaint and how to resolve it. The complaint handling process and supporting information should be easy to understand and use and information should be clearly presented. The information and assistance provided by the organization when making a complaint (see Appendix B) should be in the same language or format as when providing the product, including alternative formats such as large print, educational materials or audio tapes, to avoid putting complainants at a disadvantage.
4.4 Response
The complainant shall be informed promptly of each complaint received and shall be dealt with according to its urgency, for example, major health and safety issues shall be dealt with immediately. The complainant shall be treated courteously and informed of the progress of the complaint in the complaint handling process. 4.5 Fairness
Each complaint shall be treated equally, fairly and without prejudice in the complaint handling process (see Appendix C)4,6 Free of Charge
The complaint handling process shall be free of charge to the complainant. 2
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4.7 Confidentiality
GB/T 19012—2008/1S0 10002:2004Personally identifiable information of the complainant may be obtained when necessary, but it shall only be used for internal complaint handling within the organization and shall not be made public without the consent of the customer or complainant, and shall be actively prevented from being disclosed. 4.8 Customer Focused Approach
The organization should adopt a customer focused approach, be open about feedback, including complaints, and demonstrate commitment to resolving complaints through action.
4.9 Responsibilities
The organization should ensure that accountability and reporting systems are in place for complaint handling activities and decisions. 4.10 Continual Improvement
Continuous improvement of the complaint handling process and product quality should be a permanent goal of the organization. 5 Complaint Handling Framework
5.1 Commitment
It is particularly important that the top management of the organization proactively promotes and demonstrates commitment to handling complaints effectively and efficiently. A strong commitment to responding to complaints will enable both employees and customers to contribute to the organization's products and processes. This commitment should be reflected in the definition, dissemination and implementation of policies and procedures for resolving complaints. The commitment of managers should be reflected in the provision of appropriate resources (including training).
5.2 Policy
Top management should establish a clear, customer focused complaints handling policy. This policy should be fully understood by all employees and available to customers and other interested parties. This policy should be supported by procedures and objectives in the process. These procedures and objectives should define the role of each function and individual in the process. When establishing the policy and objectives of the complaint handling process, the following factors should be considered: relevant legal and regulatory requirements;
--Financial, operational and organizational requirements;
--Input from customers, employees and interested parties. The complaint handling policy should be consistent with the quality policy. 5.3 Responsibilities and authorities
5.3.1 Top management should have the following responsibilities: Ensure that the complaint handling process and objectives are established within the organization; a)
Ensure that the complaint handling process is planned, designed, implemented, maintained and continually improved in accordance with the organization's complaint handling policy. b) Identify and allocate management resources for an effective and efficient complaints handling process; Ensure customer focus and awareness of the complaints handling process throughout the organization; d) Ensure that relevant information about the complaints handling process is communicated to customers, complainants and directly interested parties in an easy-to-use manner (see Appendix C); e) Appoint a representative for the proposed complaints handling management and clearly define his or her responsibilities and authorities as well as those not specified in 5.3.2; f) Ensure the establishment of a process for quickly and effectively reporting important complaints to top management; g) Regularly review the complaints handling process to ensure that it is maintained and continually improved in its effectiveness and efficiency. h)
The complaint handling management representative shall have the following responsibilities: 5. 3.2
Establish performance monitoring, evaluation and reporting procedures for complaint handling; a)
Report to top management on matters related to the complaint handling process and make suggestions for improvement; b)
Maintain the effective and efficient operation of the complaint handling process, including the recruitment and training of necessary staff, technical requirements, documentation, time limits for setting and achieving targets and other requirements, and review the process. 3 Other management personnel related to the complaint handling process shall have the following duties within their scope of responsibility: 5.3.3
Ensure that the complaint handling process is implemented:
|tt||GB/T 19012-2008/ISO 10002:2004 Maintain contact with the complaint handling management representative; 6)
Ensure that the customer is the focus and enhance awareness of the complaint handling process; d)
Ensure that information related to the complaint handling process is easily accessible; e
Report on measures and decisions related to complaint handling; Ensure that the complaint handling process is monitored and recorded; f
Ensure that measures are taken to correct problems, prevent them from recurring, and record the facts; g)
H) Ensure that complaint handling data is available for review by top management: All personnel who come into contact with customers and complainants should: 5.3. 4
- Receive complaints handling training:
- Comply with the reporting requirements for complaints handling determined by the organization; · Treat customers politely and respond promptly to complaints or direct them to appropriate personnel; · Have good interpersonal and communication skills. 5.3.5 All personnel should:
-. · Be clear about their roles, responsibilities and authority related to complaints! · Be clear about the procedures to be followed and the information to be provided to the complainant; Report complaints that have a significant impact on the organization. 6 Planning and design
6.1 General
The organization should plan and design an effective and efficient complaints handling process to improve customer loyalty and customer satisfaction and improve the quality of the products provided. This process should consist of a series of interrelated activities, the functions of these activities should be coordinated with each other, and use a variety of resources such as personnel, information, materials, finance and infrastructure to ensure that the process is consistent with the complaint handling policy and can achieve the objectives. The organization should refer to the advanced experience of other organizations in complaint handling. 6.2 Objectives
Top management shall ensure that complaint handling objectives are established at relevant functions and levels of the organization. These objectives shall be measurable and consistent with the complaint handling policy. These objectives shall be broken down into performance criteria for a certain period of time. 6.3 Actions
Top management shall ensure the implementation of the complaint handling process plan to maintain and improve customer satisfaction. The complaint handling process may be integrated with or aligned with other processes of the organization's quality management system. 6.4 Resources
To ensure that the complaint handling process operates effectively and efficiently, top management should assess resource requirements and provide resources. These resources include personnel, training, procedures, documentation, expert support, materials and equipment, computer hardware and software, and funding. The selection, deployment and training of personnel for the complaint handling process are particularly important factors. 7 Operation of the complaint handling process
7.1 Accessibility
Relevant information about the complaint handling process, such as manuals, leaflets, electronic information, etc., should be easily accessible to customers, complainants and other relevant parties. This information should use clear language and a form that is suitable for all of the above, without putting any complainant at a disadvantage. The following is an example of this information:
Complaint location:
Complaint method:
…--Information provided by the complainant (see Appendix B); - Process for handling complaints
-Time limits for each stage of the complaint handling process;
-Remediation methods selected by the complainant, including external resolution parties (see 7.9); - How the complainant obtains a response to the progress of the complaint. 7.2 Complaint handling
GB/T19012—2008/1S010002:2004 For the report of the first complaint, the supporting information of the complaint shall be recorded and a unique identification code shall be assigned. The initial complaint record shall identify the remedy sought by the complainant and the information necessary for the effective handling of the complaint, including: - description of the complaint and related supporting information; remedy requirements;
the product or organizational behavior involved in the complaint!
- expected response time;
- information on personnel, departments, branches, organizations and market areas; - measures taken in a timely manner (if any). For details, see Appendix B and Appendix D.
7.3 Complaint tracking
The complaint shall be tracked from the initial receipt of the complaint until the complainant is satisfied or a final decision is made. At the request of the complainant and on a regular basis, at least before the specified deadline, the complainant should be able to obtain the latest status of the complaint handling. 7.4 Notification of complaints
The complainant shall be notified promptly of each complaint (e.g. by mail, telephone or email). 7.5 Initial review of complaints
Each complaint received shall be reviewed initially against the criteria, such as severity, safety concerns, complexity, impact, need and likelihood of immediate action.
7.6 Complaint investigation
All background and information on the complaint shall be sought as far as possible. The depth of the investigation shall be commensurate with the severity, frequency and severity of the complaint.
7.7 Complaint response
The organization shall conduct an appropriate investigation and respond accordingly (see Annex E), such as correcting the problem and preventing its recurrence. If the complaint cannot be resolved immediately, an effective solution shall be developed as soon as possible (see Annex F). 7.8 Communicating decisions
Once a decision or any action taken in response to a complaint is made, the complainant and the relevant persons shall be consulted immediately. 7.9 Complaint Termination
If the complainant accepts the proposed decision or action, the decision or action shall be implemented and recorded. If the complainant rejects the proposed decision or action, the complaint shall remain open. This shall be recorded and the complainant shall be informed of other available internal and external options. The organization shall continue to monitor the progress of the complaint until all reasonable internal and external options have been exhausted or the complainant is satisfied. 8 Maintenance and Improvement
8.1 Information Collection
The organization shall record the performance of its complaints handling process. The organization shall establish and implement procedures for recording complaints and responses and for using and managing records, while protecting personal information and maintaining the confidentiality of complainants. These procedures should include: a) specifying the steps for identifying, collecting, classifying, maintaining, preserving and handling complaints; b) recording the handling of complaints and maintaining these records, with particular attention to the preservation of electronic files and magnetic recording media, as these forms of records may be lost due to misuse or aging; maintaining records of the types of training and guidance that personnel related to the complaint handling process have received; c
|tt||GB/T19012-—2008/IS010002:2004d) specifying the guidelines for the organization to respond to recorded oral and written requests from complainants or their representatives, which may include time limits, the type of information to be provided, the object, the format, etc.; e) specifying the time and method for publishing complaint statistics without personal information to the public. 8.2 Complaint analysis and evaluation
All complaints should be classified and analyzed to identify whether they are systematic, recurring problems, or occasional problems, and their development trends, which will help eliminate the root causes of complaints. 8.3 Satisfaction with the complaint handling process
Regular activities should be conducted to determine the degree of satisfaction of the complainant with the complaint handling process. This can be done in the form of random surveys of complainants and other methods.
Note that one way to improve the satisfaction with the complaint handling process is to simulate the complainant's contact with the organization. 8.4 Monitoring of the complaint handling process
The complaint handling process, the necessary resources (including personnel) and the data collected should be continuously monitored. The performance of the complaint handling process should be measured according to pre-established criteria (see Appendix G). 8.5 Audit of the complaint handling process
The organization should regularly conduct or invite audits to evaluate the performance of the complaint handling process. The audit should provide the following information: - Conformity of the process with the complaint handling procedure; - Suitability of the process to achieve the complaint handling objectives. Complaint handling audits can be conducted as part of the quality management system audit, such as in accordance with GB/T19011-2003 Quality and (or) Environmental Management System Audit Guidelines. The audit findings should be considered in the management review to identify problems and make improvements to the complaints handling process: The audit should be conducted by competent persons who are independent of the audited activities. Detailed guidance is given in Appendix H. 8.6 Management review of the complaints handling process
8.6.1 The organization's top management should regularly review the complaints handling process to: - ensure the continuing suitability, effectiveness and efficiency of the process; - identify and address non-compliance with health, safety, environmental, customer and statutory and regulatory requirements; - identify and correct product defects;
Identify and correct process deficiencies;
Evaluate opportunities for improvement and the need to change the complaints handling process and the product provided; - evaluate potential changes to the complaints handling policy and objectives. 8.6.2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovations; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodmaIncluding external resolution parties (see 7.9) - How the complainant obtains a response on the progress of the complaint. 7.2 Complaint handling
GB/T19012-2008/1S010002:2004 For the report of the first complaint, the supporting information of the complaint should be recorded and a unique identification code should be assigned. The initial complaint record should identify the remedy sought by the complainant and the information necessary for the effective handling of the complaint, including: - Description of the complaint and related supporting information; Remediation requirements;
The product or organizational behavior involved in the complaint!
- Expected response time;
- Information on personnel, departments, branches, organizations and market areas; - Actions taken in a timely manner (if any). For details, see Appendix B and Appendix D.
7.3 Complaint tracking
The complaint should be tracked from the initial receipt of the complaint until the complainant is satisfied or a final decision is made. At the complainant's request and on a regular basis, at least before the specified deadline, the complainant should be able to obtain the latest status of the complaint handling. 7.4 Notification of complaints
The complainant shall be notified promptly of each complaint (e.g. by mail, telephone or email). 7.5 Initial review of complaints
Each complaint received shall be reviewed initially against the criteria, such as severity, safety concerns, complexity, impact, need and likelihood of immediate action.
7.6 Complaint investigation
All background and information on the complaint shall be sought as far as possible. The depth of the investigation shall be commensurate with the severity, frequency and severity of the complaint.
7.7 Complaint response
The organization shall conduct an appropriate investigation and respond accordingly (see Annex E), such as correcting the problem and preventing its recurrence. If the complaint cannot be resolved immediately, an effective solution shall be developed as soon as possible (see Annex F). 7.8 Communicating decisions
Once a decision or any action taken in response to a complaint is made, the complainant and the relevant persons shall be consulted immediately. 7.9 Complaint Termination
If the complainant accepts the proposed decision or action, the decision or action shall be implemented and recorded. If the complainant rejects the proposed decision or action, the complaint shall remain open. This shall be recorded and the complainant shall be informed of other available internal and external options. The organization shall continue to monitor the progress of the complaint until all reasonable internal and external options have been exhausted or the complainant is satisfied. 8 Maintenance and Improvement
8.1 Information Collection
The organization shall record the performance of its complaints handling process. The organization shall establish and implement procedures for recording complaints and responses and for using and managing records, while protecting personal information and maintaining the confidentiality of complainants. These procedures should include: a) specifying the steps for identifying, collecting, classifying, maintaining, preserving and handling complaints; b) recording the handling of complaints and maintaining these records, with particular attention to the preservation of electronic files and magnetic recording media, as these forms of records may be lost due to misuse or aging; maintaining records of the types of training and guidance that personnel related to the complaint handling process have received; c
|tt||GB/T19012-—2008/IS010002:2004d) specifying the guidelines for the organization to respond to recorded oral and written requests from complainants or their representatives, which may include time limits, the type of information to be provided, the object, the format, etc.; e) specifying the time and method for publishing complaint statistics without personal information to the public. 8.2 Complaint analysis and evaluation
All complaints should be classified and analyzed to identify whether they are systematic, recurring problems, or occasional problems, and their development trends, which will help eliminate the root causes of complaints. 8.3 Satisfaction with the complaint handling process
Regular activities should be conducted to determine the degree of satisfaction of the complainant with the complaint handling process. This can be done in the form of random surveys of complainants and other methods.
Note that one way to improve the satisfaction with the complaint handling process is to simulate the complainant's contact with the organization. 8.4 Monitoring of the complaint handling process
The complaint handling process, the necessary resources (including personnel) and the data collected should be continuously monitored. The performance of the complaint handling process should be measured according to pre-established criteria (see Appendix G). 8.5 Audit of the complaint handling process
The organization should regularly conduct or invite audits to evaluate the performance of the complaint handling process. The audit should provide the following information: - Conformity of the process with the complaint handling procedure; - Suitability of the process to achieve the complaint handling objectives. Complaint handling audits can be conducted as part of the quality management system audit, such as in accordance with GB/T19011-2003 Quality and (or) Environmental Management System Audit Guidelines. The audit findings should be considered in the management review to identify problems and make improvements to the complaints handling process: The audit should be conducted by competent persons who are independent of the audited activities. Detailed guidance is given in Appendix H. 8.6 Management review of the complaints handling process
8.6.1 The organization's top management should regularly review the complaints handling process to: - ensure the continuing suitability, effectiveness and efficiency of the process; - identify and address non-compliance with health, safety, environmental, customer and statutory and regulatory requirements; - identify and correct product defects;
Identify and correct process deficiencies;
Evaluate opportunities for improvement and the need to change the complaints handling process and the product provided; - evaluate potential changes to the complaints handling policy and objectives. 8.6.2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovations; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodmaIncluding external resolution parties (see 7.9) - How the complainant obtains a response on the progress of the complaint. 7.2 Complaint handling
GB/T19012-2008/1S010002:2004 For the report of the first complaint, the supporting information of the complaint should be recorded and a unique identification code should be assigned. The initial complaint record should identify the remedy sought by the complainant and the information necessary for the effective handling of the complaint, including: - Description of the complaint and related supporting information; Remediation requirements;
The product or organizational behavior involved in the complaint!
- Expected response time;
- Information on personnel, departments, branches, organizations and market areas; - Actions taken in a timely manner (if any). For details, see Appendix B and Appendix D.
7.3 Complaint tracking
The complaint should be tracked from the initial receipt of the complaint until the complainant is satisfied or a final decision is made. At the complainant's request and on a regular basis, at least before the specified deadline, the complainant should be able to obtain the latest status of the complaint handling. 7.4 Notification of complaints
The complainant shall be notified promptly of each complaint (e.g. by mail, telephone or email). 7.5 Initial review of complaints
Each complaint received shall be reviewed initially against the criteria, such as severity, safety concerns, complexity, impact, need and likelihood of immediate action.
7.6 Complaint investigation
All background and information on the complaint shall be sought as far as possible. The depth of the investigation shall be commensurate with the severity, frequency and severity of the complaint.
7.7 Complaint response
The organization shall conduct an appropriate investigation and respond accordingly (see Annex E), such as correcting the problem and preventing its recurrence. If the complaint cannot be resolved immediately, an effective solution shall be developed as soon as possible (see Annex F). 7.8 Communicating decisions
Once a decision or any action taken in response to a complaint is made, the complainant and the relevant persons shall be consulted immediately. 7.9 Complaint Termination
If the complainant accepts the proposed decision or action, the decision or action shall be implemented and recorded. If the complainant rejects the proposed decision or action, the complaint shall remain open. This shall be recorded and the complainant shall be informed of other available internal and external options. The organization shall continue to monitor the progress of the complaint until all reasonable internal and external options have been exhausted or the complainant is satisfied. 8 Maintenance and Improvement
8.1 Information Collection
The organization shall record the performance of its complaints handling process. The organization shall establish and implement procedures for recording complaints and responses and for using and managing records, while protecting personal information and maintaining the confidentiality of complainants. These procedures should include: a) specifying the steps for identifying, collecting, classifying, maintaining, preserving and handling complaints; b) recording the handling of complaints and maintaining these records, with particular attention to the preservation of electronic files and magnetic recording media, as these forms of records may be lost due to misuse or aging; maintaining records of the types of training and guidance that personnel related to the complaint handling process have received; c
|tt||GB/T19012-—2008/IS010002:2004d) specifying the guidelines for the organization to respond to recorded oral and written requests from complainants or their representatives, which may include time limits, the type of information to be provided, the object, the format, etc.; e) specifying the time and method for publishing complaint statistics without personal information to the public. 8.2 Complaint analysis and evaluation
All complaints should be classified and analyzed to identify whether they are systematic, recurring problems, or occasional problems, and their development trends, which will help eliminate the root causes of complaints. 8.3 Satisfaction with the complaint handling process
Regular activities should be conducted to determine the degree of satisfaction of the complainant with the complaint handling process. This can be done in the form of random surveys of complainants and other methods.
Note that one way to improve the satisfaction with the complaint handling process is to simulate the complainant's contact with the organization. 8.4 Monitoring of the complaint handling process
The complaint handling process, the necessary resources (including personnel) and the data collected should be continuously monitored. The performance of the complaint handling process should be measured according to pre-established criteria (see Appendix G). 8.5 Audit of the complaint handling process
The organization should regularly conduct or invite audits to evaluate the performance of the complaint handling process. The audit should provide the following information: - Conformity of the process with the complaint handling procedure; - Suitability of the process to achieve the complaint handling objectives. Complaint handling audits can be conducted as part of the quality management system audit, such as in accordance with GB/T19011-2003 Quality and (or) Environmental Management System Audit Guidelines. The audit findings should be considered in the management review to identify problems and make improvements to the complaints handling process: The audit should be conducted by competent persons who are independent of the audited activities. Detailed guidance is given in Appendix H. 8.6 Management review of the complaints handling process
8.6.1 The organization's top management should regularly review the complaints handling process to: - ensure the continuing suitability, effectiveness and efficiency of the process; - identify and address non-compliance with health, safety, environmental, customer and statutory and regulatory requirements; - identify and correct product defects;
Identify and correct process deficiencies;
Evaluate opportunities for improvement and the need to change the complaints handling process and the product provided; - evaluate potential changes to the complaints handling policy and objectives. 8.6.2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovations; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodma8 Communicating decisions
Once a decision on a complaint or any action taken has been made, the complainant and those involved should be consulted promptly. 7.9 Complaint closure
If the complainant accepts the proposed decision or action, it should be implemented and recorded. If the complainant rejects the proposed decision or action, the complaint should remain open. This should be recorded and the complainant should be informed of other available internal and external options. The organization should continue to monitor the progress of the complaint until all reasonable internal and external options have been exhausted or the complainant is satisfied. 8 Maintaining and improving
8.1 Information collection
The organization should record the performance of its complaints handling process. The organization should establish and implement procedures for recording complaints and responses and for using and managing records, while protecting personal information and maintaining the confidentiality of complainants. These procedures should include: a) specifying the steps for identifying, collecting, classifying, maintaining, preserving and handling complaints; b) recording the handling of complaints and maintaining these records, with particular attention to the preservation of electronic files and magnetic recording media, as these forms of records may be lost due to misuse or aging; maintaining records of the types of training and guidance that personnel related to the complaint handling process have received; c
|tt||GB/T19012-—2008/IS010002:2004d) specifying the guidelines for the organization to respond to recorded oral and written requests from complainants or their representatives, which may include time limits, the type of information to be provided, the object, the format, etc.; e) specifying the time and method for publishing complaint statistics without personal information to the public. 8.2 Complaint analysis and evaluation
All complaints should be classified and analyzed to identify whether they are systematic, recurring problems, or occasional problems, and their development trends, which will help eliminate the root causes of complaints. 8.3 Satisfaction with the complaint handling process
Regular activities should be conducted to determine the degree of satisfaction of the complainant with the complaint handling process. This can be done in the form of random surveys of complainants and other methods.
Note that one way to improve the satisfaction with the complaint handling process is to simulate the complainant's contact with the organization. 8.4 Monitoring of the complaint handling process
The complaint handling process, the necessary resources (including personnel) and the data collected should be continuously monitored. The performance of the complaint handling process should be measured according to pre-established criteria (see Appendix G). 8.5 Audit of the complaint handling process
The organization should regularly conduct or invite audits to evaluate the performance of the complaint handling process. The audit should provide the following information: - Conformity of the process with the complaint handling procedure; - Suitability of the process to achieve the complaint handling objectives. Complaint handling audits can be conducted as part of the quality management system audit, such as in accordance with GB/T19011-2003 Quality and (or) Environmental Management System Audit Guidelines. The audit findings should be considered in the management review to identify problems and make improvements to the complaints handling process: The audit should be conducted by competent persons who are independent of the audited activities. Detailed guidance is given in Appendix H. 8.6 Management review of the complaints handling process
8.6.1 The organization's top management should regularly review the complaints handling process to: - ensure the continuing suitability, effectiveness and efficiency of the process; - identify and address non-compliance with health, safety, environmental, customer and statutory and regulatory requirements; - identify and correct product defects;
Identify and correct process deficiencies;
Evaluate opportunities for improvement and the need to change the complaints handling process and the product provided; - evaluate potential changes to the complaints handling policy and objectives. 8.6.2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovations; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodma8 Communicating decisions
Once a decision on a complaint or any action taken has been made, the complainant and those involved should be consulted promptly. 7.9 Complaint closure
If the complainant accepts the proposed decision or action, it should be implemented and recorded. If the complainant rejects the proposed decision or action, the complaint should remain open. This should be recorded and the complainant should be informed of other available internal and external options. The organization should continue to monitor the progress of the complaint until all reasonable internal and external options have been exhausted or the complainant is satisfied. 8 Maintaining and improving
8.1 Information collection
The organization should record the performance of its complaints handling process. The organization should establish and implement procedures for recording complaints and responses and for using and managing records, while protecting personal information and maintaining the confidentiality of complainants. These procedures should include: a) specifying the steps for identifying, collecting, classifying, maintaining, preserving and handling complaints; b) recording the handling of complaints and maintaining these records, with particular attention to the preservation of electronic files and magnetic recording media, as these forms of records may be lost due to misuse or aging; maintaining records of the types of training and guidance that personnel related to the complaint handling process have received; c
|tt||GB/T19012-—2008/IS010002:2004d) specifying the guidelines for the organization to respond to recorded oral and written requests from complainants or their representatives, which may include time limits, the type of information to be provided, the object, the format, etc.; e) specifying the time and method for publishing complaint statistics without personal information to the public. 8.2 Complaint analysis and evaluation
All complaints should be classified and analyzed to identify whether they are systematic, recurring problems, or occasional problems, and their development trends, which will help eliminate the root causes of complaints. 8.3 Satisfaction with the complaint handling process
Regular activities should be conducted to determine the degree of satisfaction of the complainant with the complaint handling process. This can be done in the form of random surveys of complainants and other methods.
Note that one way to improve the satisfaction with the complaint handling process is to simulate the complainant's contact with the organization. 8.4 Monitoring of the complaint handling process
The complaint handling process, the necessary resources (including personnel) and the data collected should be continuously monitored. The performance of the complaint handling process should be measured according to pre-established criteria (see Appendix G). 8.5 Audit of the complaint handling process
The organization should regularly conduct or invite audits to evaluate the performance of the complaint handling process. The audit should provide the following information: - Conformity of the process with the complaint handling procedure; - Suitability of the process to achieve the complaint handling objectives. Complaint handling audits can be conducted as part of the quality management system audit, such as in accordance with GB/T19011-2003 Quality and (or) Environmental Management System Audit Guidelines. The audit findings should be considered in the management review to identify problems and make improvements to the complaints handling process: The audit should be conducted by competent persons who are independent of the audited activities. Detailed guidance is given in Appendix H. 8.6 Management review of the complaints handling process
8.6.1 The organization's top management should regularly review the complaints handling process to: - ensure the continuing suitability, effectiveness and efficiency of the process; - identify and address non-compliance with health, safety, environmental, customer and statutory and regulatory requirements; - identify and correct product defects;
Identify and correct process deficiencies;
Evaluate opportunities for improvement and the need to change the complaints handling process and the product provided; - evaluate potential changes to the complaints handling policy and objectives. 8.6.2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovations; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodma2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovation; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodma2 The input to the management review shall include the following information: internal events such as changes in policies, objectives, organizational structure, available resources, and product offerings; external events such as changes in regulations, competitive behavior, and technological innovation; - overall performance of the complaint handling process, including the results of customer satisfaction surveys and ongoing monitoring of the process; review conclusions
- status of corrective and preventive actions;
- follow-up of previous management review actions,
suggestions for improvement.
8.6.3 The output of the management review shall include:
- decisions and actions to improve the effectiveness and efficiency of the complaint handling process;
product improvement suggestions;
decisions and actions to determine the required resources (such as training programs). Records of management reviews shall be maintained to identify opportunities for improvement. 8.7 Continuous Improvement
The organization shall continually improve the effectiveness and efficiency of the complaint handling process. The organization can continuously improve its product quality through corrective and preventive actions and innovative improvements6
GB/T19012—2008/IS010002.2004. The organization should take measures to eliminate the causes of existing and potential problems that lead to complaints and prevent problems from occurring or recurring. The organization should:
- Detect, identify and use the best complaint handling methods; encourage a customer-focused approach within the organization; encourage innovation in complaint handling;
Set an example for complaint handling behavior.
For additional guidance on the general approach to continuous improvement, the organization can refer to Appendix B of GB/T19004-2000 Quality Management System Performance Improvement Guide.
http://foodma
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