How can the implementation of ISO 10001, 10002, 10003 & 10004 affect on the customer service efficiency?

Applying those 4 in rendering service is very important. As a hotelier and working in a service industry, we care about our customers because they were the one why we're still continuing our job, we have to give them our best shot, so that we will be able to have their loyalty and they could even help us through their words of mouth marketing

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ISO 10000 Series of Quality Standards  

 

ISO 10000 Series of Quality Standards

The International Standards Organization (ISO) has many supporting standards which are used in conjunction with the ISO 9000 series. While some are more specific, the emphasis on many is to bring forth in a business environment, the best practices for producing consistently quality services and products.

ISO 10000 Standards support the ISO 9000 quality family

Other ISO quality standards were created to support the ISO 9000 family, and not all start with ISO 9xxx. :

• ISO 10001 (2007) Quality Management - Customer Satisfaction
  • Guidelines for Codes of Conduct for Organizations
    • Where would I use ISO 10001?

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. It applies to an organization's promises to its customers regarding its behavior to improve customer satisfaction. It does not prescribe the substance of customer satisfaction codes of conduct.

ISO 10001:2007 can be used by any organizations no matter what type, size or product. The focus is on customers outside of the organization, not suppliers or its personnel..

• Annex A provides examples of codes for different organizations.
• Annex C gives guidance for small businesses.

ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

If you follow these guidelines, you may improve:

• Customer confidence in an organization
• Customer expectations of your products and customer relationship

You may be interested in ISO 26000:2010 - Social Responsibility

 

• ISO 10002 (2004) Quality Management - Customer Satisfaction
  • Guidelines for Complaints Handling in Organizations
    • Where would I use ISO 10002?

ISO 10002:2004 provides guidance on the process of complaints handling related to and can be used as one of the processes of an overall quality management system.

ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.

It is also intended for use by organizations of all sizes and in all sectors, but Annex A provides guidance specifically for small businesses.

ISO 10002:2004 addresses the following aspects of complaints handling:

• Improved customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
• Management commitment through adequate acquisition and deployment of resources, including personnel training;
• Recognizing and addressing the needs and expectations of complainants;
• Providing an open, effective and easy-to-use complaints process;
• Analyzing and evaluating complaints in order to improve the product and customer service quality;
• Auditing of the complaints-handling process
• Reviewing the effectiveness and efficiency of the complaints-handling process.

 

• ISO 10003 (2007) Quality Management Customer Satisfaction
  • Guidelines for Dispute Resolution External to Organizations
    • Where would I use ISO 10003?

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.

 

• ISO 10004 (2010) Processes to monitor/measure customer satisfaction.
  • Where would I use ISO 10004?

·         ISO/TS 10004:2010 helps an organization to define and implement processes to monitor and measure customer satisfaction.

·         ISO/TS 10004:2010 can be used by any organizations no matter what type, size or product. The focus is on customers outside of the organization.

·         It is a guidance standard .

 

Thanks

Kindly accept my apology I have not enough experience in ISO field, I will follow with you for more answers from colleagues