{"id":356381,"date":"2024-10-20T01:12:13","date_gmt":"2024-10-20T01:12:13","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-iso-100022014\/"},"modified":"2024-10-26T01:34:49","modified_gmt":"2024-10-26T01:34:49","slug":"bs-iso-100022014","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-iso-100022014\/","title":{"rendered":"BS ISO 10002:2014"},"content":{"rendered":"

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
7<\/td>\nForeword <\/td>\n<\/tr>\n
8<\/td>\nIntroduction <\/td>\n<\/tr>\n
11<\/td>\nSection sec_1
Section sec_2
Section sec_3
Section sec_3.1
Section sec_3.2
1\tScope
2\tNormative references
3\tTerms and definitions <\/td>\n<\/tr>\n
12<\/td>\nSection sec_3.3
Section sec_3.4
Section sec_3.5
Section sec_3.6
Section sec_3.7
Section sec_3.8
Section sec_3.9
Section sec_3.10
Section sec_4
Section sec_4.1
Section sec_4.2
Section sec_4.3
4\tGuiding principles
4.1\tGeneral
4.2\tVisibility
4.3\tAccessibility <\/td>\n<\/tr>\n
13<\/td>\nSection sec_4.4
Section sec_4.5
Section sec_4.6
Section sec_4.7
Section sec_4.8
Section sec_4.9
Section sec_4.10
Section sec_5
Section sec_5.1
4.4\tResponsiveness
4.5\tObjectivity
4.6\tCharges
4.7\tConfidentiality
4.8\tCustomer-focused approach
4.9\tAccountability
4.10\tContinual improvement
5\tComplaints-handling framework
5.1\tCommitment <\/td>\n<\/tr>\n
14<\/td>\nSection sec_5.2
Section sec_5.3
Section sec_5.3.1
Section sec_5.3.2
Section sec_5.3.3
5.2\tPolicy
5.3\tResponsibility and authority <\/td>\n<\/tr>\n
15<\/td>\nSection sec_5.3.4
Section sec_5.3.5
Section sec_6
Section sec_6.1
Section sec_6.2
Section sec_6.3
6\tPlanning and design
6.1\tGeneral
6.2\tObjectives
6.3\tActivities <\/td>\n<\/tr>\n
16<\/td>\nSection sec_6.4
Section sec_7
Section sec_7.1
Section sec_7.2
Section sec_7.3
6.4\tResources
7\tOperation of complaints-handling process
7.1\tCommunication
7.2\tReceipt of complaints
7.3\tTracking of complaints <\/td>\n<\/tr>\n
17<\/td>\nSection sec_7.4
Section sec_7.5
Section sec_7.6
Section sec_7.7
Section sec_7.8
Section sec_7.9
Section sec_8
Section sec_8.1
7.4\tAcknowledgement of complaints
7.5\tInitial assessment of complaints
7.6\tInvestigation of complaints
7.7\tResponse to complaints
7.8\tCommunicating the decision
7.9\tClosing complaints
8\tMaintenance and improvement
8.1\tCollection of information <\/td>\n<\/tr>\n
18<\/td>\nSection sec_8.2
Section sec_8.3
Section sec_8.4
Section sec_8.5
Section sec_8.6
Section sec_8.6.1
8.2\tAnalysis and evaluation of complaints
8.3\tSatisfaction with the complaints-handling process
8.4\tMonitoring of the complaints-handling process
8.5\tAuditing of the complaints-handling process
8.6\tManagement review of the complaints-handling process <\/td>\n<\/tr>\n
19<\/td>\nSection sec_8.6.2
Section sec_8.6.3
Section sec_8.7
8.7\tContinual improvement <\/td>\n<\/tr>\n
20<\/td>\nAnnex sec_A
Annex\u00a0A
\n(informative)<\/p>\n

Guidance for small businesses <\/td>\n<\/tr>\n

21<\/td>\nAnnex sec_B
Annex\u00a0B
\n(informative)<\/p>\n

Form for complainant <\/td>\n<\/tr>\n

23<\/td>\nAnnex sec_C
Annex sec_C.1
Annex sec_C.2
Annex\u00a0C
\n(informative)<\/p>\n

Objectivity <\/td>\n<\/tr>\n

24<\/td>\nAnnex sec_C.3
Annex sec_C.4
Annex sec_C.5 <\/td>\n<\/tr>\n
25<\/td>\nAnnex sec_D
Annex\u00a0D
\n(informative)<\/p>\n

Complaint follow-up form <\/td>\n<\/tr>\n

29<\/td>\nAnnex sec_E
Annex\u00a0E
\n(informative)<\/p>\n

Responses <\/td>\n<\/tr>\n

30<\/td>\nAnnex sec_F
Annex\u00a0F
\n(informative)<\/p>\n

Escalation flowchart <\/td>\n<\/tr>\n

31<\/td>\nFigure fig_.1 <\/td>\n<\/tr>\n
32<\/td>\nAnnex sec_G
Annex sec_G.1
Annex sec_G.2
Annex sec_G.3
Annex sec_G.3.1
Annex\u00a0G
\n(informative)<\/p>\n

Continual monitoring <\/td>\n<\/tr>\n

33<\/td>\nAnnex sec_G.3.2
Annex sec_G.3.3 <\/td>\n<\/tr>\n
35<\/td>\nAnnex sec_H
Annex\u00a0H
\n(informative)<\/p>\n

Audit <\/td>\n<\/tr>\n

36<\/td>\nReference ref_1
Reference ref_2
Reference ref_3
Reference ref_4
Reference ref_5
Reference ref_6
Reference ref_7
Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Quality management. Customer satisfaction. Guidelines for complaints handling in organizations<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2014<\/td>\n40<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":356386,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[95,2641],"product_tag":[],"class_list":{"0":"post-356381","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-03-120-10","7":"product_cat-bsi","9":"first","10":"instock","11":"sold-individually","12":"shipping-taxable","13":"purchasable","14":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/356381","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/356386"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=356381"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=356381"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=356381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}