What is ISO 10003?
ISO 9001 Section 8.2.1 discusses customer satisfaction, and ISO has several standards to help support this important concept.
There are four standards for Quality Management Customer Satisfaction:
- ISO 10001 (2007) Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
- ISO 10002 (2004) Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
- ISO 10003 (2007) Quality Management Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations and
- ISO 10004 (2010) Processes to monitor/measure customer satisfaction.
ISO 10003:2007 provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process. It helps organizations identify, manage and understand how successfully they deal with their customer’s complaints.
ISO 10003:2007 is intended for use by organizations regardless of type, size and product provided, and deals with guidance on determining when and how organizations can participate in dispute resolution, but
Benefits of ISO 10003:
- Transparent System-You can post your process so your clients see that you have an open, effective and easy-to-use complaints process.
- Customer Confidence-A standardized commitment to complaint resolution shows them that any complaints will be addresses.
- Improved Efficiency-Continuous improvement allows root cause analysis to improve organization’s operations.
- Better Relationship– System helps to adopt a customer-focused approach to handle, analyze and review complaints
- Auditable System– Complaint management system is auditable to check that the requirements are being followed.
It does not apply to complaints handling within an organization.
ISO 10003:2007 is intended for use by organizations regardless of type, size and product provided, and offers:
- 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.
Despite having requirements, ISO 10003 is not intended for certification.
Summary of the Requirements of ISO 10003:2007:
- Normative references
- Terms and definitions
- Guiding principles including:
- Visibility accessibility
- Customer focused approach
- Complaints-handling framework
- Explains of why effective complaints handling will help your organization
- Associated responsibilities
- Outlines development of a complaints-handling policy
- Planning and design – How to create a complaints-handling process
- Operation of complaints-handling process:
- Operations guidance for the entire process: initial complaint to closing the issue
- Maintenance and improvement – Guidance:
- Complaints data acquisition and analysis
- Process performance
- Continual improvement