ISO 10003 pdf download – Quality management一Customer satisfaction一Guidelines for dispute resolution external to organizations

ISO 10003 pdf download - Quality management一Customer satisfaction一Guidelines for dispute resolution external to organizations

ISO 10003 pdf download – Quality management一Customer satisfaction一Guidelines for dispute resolution external to organizations.
7.5.3 Settlement
lithe process results In a settlement, the organization should refer the matter to appropriate personnel,
such as a legal advisor and those involved with carrying out the resolution (see 7,6).
7.5.4 Acceptance of recommendation
lithe process concludes with a recommendation (see Annex A), the organization should give serious consideration to the recommendation and determine whether to accept it. The organization’s acceptance or rejection should be communicated to the provider and complainant in accordance with the dispute-resolution procedures and relevant codes of conduct. If accepted by the organization and complainant, the matter should be referred for implementation (see 7.6). II rejected, the organization should communicate its reasons for rejection to the provider and complainant.
7.5.5 Review of determinative decision
lithe process concludes with a determinative decision, the organization should decide whether to seek a review of the decision If such a review Is available under the dlspute.resolutlon procedures or applicable law. The purpose of this review is to evaluate whether the relevant dispute-resolution principles (see Clause 4) and procedures were followed correctly. If there is no review available, or if the organization decides not to seek such a review, the decision should be referred to appropriate personnel within the organization to ensure that the resolution is carried out (see 7.6).
7.6 Implementation of resolution
After the dispute Is resolved, the organization should take whatever steps are necessary to carry out the resolution in a manner that is consistent with the settlement, recommendation or determinative decision. These steps should include:
— determining if any specific actions are required for implementation of the resolution by the organization (e.g. the payment of a refund or other amount, repair of the product, provision of a service, or taking other specific action that has been ordered or agreed upon);
NOTE 1 There can be specitic actions the complainant needs to take [or the settlement, recommendation or determinative decision to be implemented (e.g. returning the product as a condition of a refund, bringing the product to a repair facility designated by the organization, or providing evidence of any toss or harm Incurred due to the service failure).
— assigning responsibilities for such actions to appropriate personnel within and outside the organization (e.g. customer relations, financial officer, distributors, franchisees, sales and manufacturing) and informing this personnel of applicable deadlines or expected implementation time frames, as appropriate;
— coordinating the Implementation of the resolution among responsible personnel, the complainant and others, and monitoring the progress of implementation of the resolution by each;
— confirming necessary actions have been completed;
— notifying the provider when implementation of the resolution has been completed or, if implementation Is delayed, with reasons for such delay;
— determining the complainant’s satisfaction with implementation of the resolution and closing the dispute if the complainant is satisfied, and determining what, if any, additional action is needed if the complainant is not satisfied with implementation of the resolution.
NOTE 2 Additional action can include further steps to ensure implementation of the resolution, or a resumption of the dispute-resolution process.
8 Maintenance and improvement
8.1 Monitoring
The organization should collect and record information on the nature, progress and results of all disputes. The organization can maintain its own dispute-resolution data or use data obtained from the provider. Information collected should be relevant, correct, complete. meaningful and useful.
8.2 Analysis and evaluation
The organization should regularly analyse the dispute-resolution information that it collects or obtains to identify systemic and unique problems, trends and opportunities for improvement or changes in the organization’s products, services, customer satisfaction efforts, complaints-handling and dispute- resolution procedures. representation in dispute resolution, and provider selection.
8.3 Evaluation of the satisfaction with the dispute-resolution process
rhere should be regular action taken to determine the levels of satisfaction of complainants with the dispute-resolution process. This can take the form of random surveys of complainants and other techniques.

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