ISO 10002-Chinese

ISO10002:anIntroductionChrisYauAssistantOperationsManagerSystems&ServicesCertification2Studysays…Asatisfiedcustomerwilltellanaverageof5otherpeopleabouttheirpositiveexperience一个满意的客户会将他们的正面经验告诉平均5个人Adissatisfiedcustomerwilltellanaverageof9otherpeopleabouttheirnegativeexperience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%ofdissatisfiedcustomerswillsharetheirbadexperienceto20others不满意的客户有13%会与20个人分享他们的不良经验.98%ofdissatisfiedcustomersnevercomplainedbutsimplyswitchtoothersuppliers不满意的客户有98%会从不抱怨而直接转到其他供应商.3Studysays…Asatisfiedcustomerwilltellanaverageof5otherpeopleabouttheirpositiveexperience.一个满意的客户会将他们的正面经验告诉平均5个人Adissatisfiedcustomerwilltellanaverageof9otherpeopleabouttheirbadexperience.一个不满意的客户会将他们的负面经验告诉平均9个人4Studysays…98%nevertellanybody5Complainthandling投诉处理Complaintsasopportunityforimprovement将投诉作为改善的机会Complaintsofferorganizationsanopportunitytoprovideconstructiveideasforimprovingproducts,adaptingmarketingpractices,upgradingservices,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Complaintsasvehicleforimprovingcustomerloyalty将投诉作为提高客户忠诚度的媒介Whencomplaintsareproperlyhandled,theycanimprovethereputationoftheorganization当投诉被恰当处理,能提高组织的声望.6IntroductionProvideguidanceforthedesignandimplementationofaneffectiveandefficientcomplaints-handlingprocessforalltypesofcommercialandnon-commercialactivities,includingthoserelatedtoe-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.Notapplicabletodisputesreferredforresolutionoutsidetheorganizationorforemployment-relateddisputes不适用于需要由第三方仲裁的或和雇佣相关的纠纷7Purposeofacomplaint-handlingprocess投诉处理程序的目的Allowanorganizationto:令组织:Maintainacustomer-focused,consistent,systematicandresponsivecomplainthandlingprocess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Enhanceitsabilitytoidentifytrendsandeliminatecausesofcomplaints提高组织辩明倾向和避免投诉发生的能力Encouragepersonneltoimprovetheirskillsinworkingwithcustomers鼓励个人提升在工作中应对客户的技巧8TheStandardisnotapplicableto…标准不适用于…Disputesreferredforresolutionoutsidetheorganization,e.g.需要由第三方仲裁的争议Lawsuitsfiledagainsttheorganizationregardingtotheuseofproductorservice涉及使用产品或服务的与组织相对立的法律诉讼申请Fraudonsalesofproductorservices产品或服务的欺诈销售Employment-relateddisputes,e.g.雇佣相关的争议,如:Salaryandbenefitsdisputes薪水和利益争议Recruitment招募Promotion晋升9TheISOcustomersatisfactionseriesISO客户满意系列ISO/WD10001Customersatisfaction–GuidelinesforCodesofConduct客户满意－操作章程的指引ISO10002:2004Customersatisfaction–GuidelinesforComplaintsHandlinginOrganizations客户满意－组织内部投诉处理的指引ISO/WD10003Customersatisfaction–GuidelinesforExternalCustomerDisputeResolution客户满意－外部客户争议解决的指引10Complaint:definition投诉：定义Expressionofdissatisfactionmadetoanorganization,relatedtoitsproducts(orservices),orthecomplaints-handlingprocessitself,wherearesponseorresolutionisexplicitlyorimplicitlyexpected.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.11Guidingprinciples指引原则Visibility透明度Accessibility可采用性Responsiveness回应Objectivity客观性Charges收费Confidentiality保密性Customer-focusedapproach客户为中心的解决方案Accountability责任Continualimprovement持续改进125.0Complainthandlingframework5.1Commitment义务5.2Policy政策5.3Responsibilityandauthority责任和权限5.3.1Topmanagement最高管理者5.3.2Managementrepresentative管理者代表5.3.3Othermanagers其它管理者5.3.4Allpersonnelincontactwithcustomersandcomplainants接触客户和投诉的全体人员5.3.5Allotherpersonnel其它人员136.0Planninganddesign计划和设计6.1General总则6.2Objectives目标6.3Activities活动6.4Resources资源147.0Operationofcomplaints-handlingprocess投诉处理程序的运作7.1Communication沟通7.2Receiptofcomplaint投诉的接受7.3Trackingofcomplaint投诉的跟踪7.4Acknowledgementofcomplaint投诉的确认7.5Initialassessmentofcomplaint投诉的初步评价7.6Investigationofcomplaints投诉的调查7.7Responsetocomplaints投诉的回复7.8Communicatingthedecision结论的传达7.9Closingthecomplaint投诉的关闭158.0Maintenanceandimprovement维持和提高8.1Collectionofinformation信息收集8.2Analysisandevaluationofcomplaints投诉的分析和评价8.3Satisfactionwiththecomplaints-handlingprocess投诉处理的满意程度8.4Monitoringofthecomplaints-handlingprocess投诉管理过程的监控8.5Auditingofthecomplaints-handlingprocess投诉处理过程的审核8.6Managementreviewofthecomplaints-handlingprocess投诉处理过程的管理复审8.7Continualimprovement持续改善16GraphicalrepresentationofISO1000217RelationshipwithISO9001:2000与ISO9001:2000的关联CompatiblewithISO9001:2000与ISO9001:2000的共通之处UtilizesPDCAapproach利用PDCA方法模式InheritsthetermsanddefinitionsfromISO9001从ISO9001继承条款和定义Itcanbeusedasanelementofaqualitymanagementsystem可被作为质量管理体系的一个元素ISO9001mentions“complaints”twice(in7.2.3and8.5.2)ISO9001两次提及”投诉”,(条款7.2.3和8.5.2)18ISO10002certificationbySGSBundledwithISO9001visits与ISO9001访问捆绑Ifthecomplainthandlingprocessofanorganizationissufficientlymature,theorganizationcouldconsidergettingthatprocessassessedinaccordancewiththeISO10002aswellasISO9001.如果一个组织的客户投诉处程序已经足够成熟,这个组织可以被考虑进行ISO9001以外与ISO10002想符合的审核.Standalonevisits单独访问Thecomplainthandlingfunctionsofanorganization,regardlessofitsISO9001status,willbeassessedinaccordancewiththeISO10002组织的投诉处理功能,不管它的ISO9001状态如何,将被进行与ISO1002相符合的审核.Eithercase,acertificateandadetailedassessmentreportwillbeprovided以上任一案子,都将提供证书和详细的审核报告.19WhydoIwanttogetcertified?为什么想获得认证?Todemonstratethatyoucare!证明你重视!Todemonstratethatyourcompla