Soft-drink-damaged Licorice and ISO 10002:2004
Sometimes, employees don’t care about comments made by customers. Here’s a great example from Des Walsh in his Thinking Home Business blog, where he writes about an Australian supermarket that apparently didn’t care much about Des’s comments regarding soft-drink-damaged licorice.
From the ISO.ch website:
ISO 10002:2004 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
Also, in the ISO1Stop.com online forum, there is a quite comprehensive review of the ISO 10002:2004 standard. Now we have to make some businesses read it and apply its concepts. Like that supermarket in
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