Wednesday, February 16, 2005

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.

Just like ISO 9000 is an international standard for quality management, there are ISO guidelines for handling complaints in organizations: ISO 10002.

From the 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 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 Australia.

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