International Organizations for Standards-Samples for Students

Question: Analyse one Quality Standard. Answer: Introduction ISO- International organisation of standard was initiated in 1946 but got implemented in 1947. There are various standards that are involved under ISO for providing quality and authentic services. One of the standards in the series of ISO is ISO 10002. This standard handles the grievances of the customers and provides customer satisfaction. There is a well-defined committee which resolves all these complaints and relieve customers. The report argues in detail about ISO 10002, standardisation and clauses it consists of. Process of solving problem and application for certification are broadly discussed. The dual phases of the standard have been briefly quoted along with their usage in USA, Europe and Asia. The particular standard is been compared with other standards that prevails. Benefits in favour of companies and customers are discussed concisely. In nutshell, the entire report describes about ISO 10002:2014, the new version after 10002:2004 discussing aspects and process of problem solving and gaining consumers trust along with learning from the complaints for future enhancement which is beneficial to both the organisation and customers Objective of ISO The main objective for the development of ISO is to maintain the quality standard and it helps the management to take efficient decisions. The guidelines of these standards are made available to companies so that they can follow those instructions and register themselves with the international organisation for standard and gain the certificate. Another objective of ISO is to retain the image and be answerable in the market i.e. should accomplish the social obligation (Markgraf, 2017). ISO 10002:2014- Quality management, customer satisfaction grievance handling ISO 10002:2014 deals with handling of the complaints in order to assure customer satisfaction by providing standard quality. The standard involves small business unit as well. This benchmark basically focuses on consumer satisfaction and soughing out the consumers problem thereby increasing efficiency of the organisations product and services. As per ISO 10002:2014, organisation review the problems and the root cause of the disturbance arising. After figuring out those causes it concentrates on alternatives to solve the complainants issue. There is a definite process of registering the complaints which is clearly explained and goes easy. The criticism is studied thoroughly and measures are taken to bring improvisation in the quality rendered (ISO, n.d.). The objection that arises is treated as opportunity by the organisation because resolving those problems will enhance the knowledge and broadens the area of improvement and innovation in the products and services. Through these complaints area, ignored market pop up and grabs the managers attention to focus on such portion for more advancement. Employees are provided special training for resolving the accusation. They are enriched with the top managements advice and healthy communication gets promoted. The specific quorum is been set which is meant only for decoding the protest. Applying for ISO 10002 The procedure for gaining the ISO 10002 certificate is sweet and simple. The company need to apply for the certification. When application has been filled up the applicant is allotted with a client manager who then will assist the aspirant during entire operation. First of all gap analysis is conducted, though not so compulsory but it alleviate in finding out the difference between the prevailing complaint system of the company to that of ISO 10002 and therefore efforts are made to cover up those gaps. This step makes it easy for the client to focus on only the affected area. On performing gap analysis the formal assessment is taken under consideration which further contains 2 steps. In first step the readiness of organisation for the changes is verified and required ISO 10002 process and concepts are applied. On finding certain aperture the organisation contacts to the client company to fulfil those fractures. In second step if everything is found on place than internal analysis is made to evaluate whether ISO processing is required or not and that all things are efficiently working as per the standard. On clearing the formal assessment check the company became eligible to gain the certificate. The validity of such certificate is for 3 years and by that time the client manager stays in touch and visits the organisation to keep a check over the working that the company is not just handling complaint but also growing simultaneously (Bsigroup, 2017). Clauses of standard As discussed earlier the standard 10002 deals with handling complaint and enhancing customer satisfaction by improving quality measures. There are certain clauses that follow: Clause 1-Scope: The advices regarding redressing of the problem is rendered along with it they undertake planning activity, operational task, designing of product, its maintenance and the final improvisations are initiated. Clause 2-Normative references: These include the references of documents. If the references are dated than the previous edition are applied and in case the references are not dated than latest edition along with amendments are taken into consideration. Clause 3-Terms and definition: It involves definition of various terms used in ISO 10002. Some of these are: - complainant, customer, complaint, customer satisfaction, customer service, objective, process, quality. Clause 4-Guiding principles: Sticking up to guidelines provided regarding filing complaint, complaint handling procedure, urgent delivery of complaint without delay, impartial solution to be given, confidentiality of complaint to be maintained, the organisation should be customer oriented. Clause 5-Complaint handling framework: The framework of complaint handling to be strictly followed. The organisation should be committed towards problem solving. Clause 6- Planning and design: In this clause the appropriate planning should be conducted as to how the problem will be redressed and blueprint of it will be designed. Relevant allocation of resources needs to be implemented. Clause 7- Operation of complaints handling process: It involves the free flow of communication, urgent receipt of complaint; investigation of complaint; response to those complaints; closing up the complaints. Clause 8- Maintenance and improvement: Tailor-made information should be presented and changes if any need to be inculcated (ISO, n.d.). Pros and cons related to this standard Every aspect contains the dual sides either positive or negative. Certain benefits and drawbacks of ISO 10002 are: Benefits: It helps in holding the customers and creates a strong bond with them. As it is authentic source thus sense of trust is gained. The complaint process is carried out which enables reviewing, studying and finding out best possible solution to customers problem. The improvisation is continuous in nature (Rensselar, 2014). Drawbacks: Misinterpretation while handling complaints. Dissatisfaction among customers on delay resolves. Patience behaviour towards customer is needed and they need to explain minute aspect clearly to the customers which at times become a difficult task. Unable to provide the required services results in losing customers (Arrizabalagauriarte, 2016). Practical example Certain live examples to be concerned where ISO 10002:2014 is applied: Complaints from small companies regarding computer technology and cloud computing are resolved by the predefined committee (Krautzel, 2015). ISO 10002 assists in data collection for small companies that fall under Annex A. It resolves the disturbances occurring on social media like piracy, fakeness under Facebook, hacking of Twitter account. It is applicable in all type of organisations be it public, private or voluntary organisations like- hospitals and medical centre, consultancy, construction companies etc. (Ursindia, 2017). Comparison of ISO 10002 with other standards ISO 10002:2014 basically deals with complaint handling and consumer satisfaction whereas there are various other standards as well which concerns about other qualities. ISO 9000 covers only quality management system whereas ISO 39001:2012 handles road traffic system management. ISO 14001 works upon environment management system and ISO 27001 argues about information security management system. Other ISO standard like ISO 50001 quoted energy management system contrary to ISO 26000 which discusses social obligations need to be followed. Therefore, the series of standard continue involving almost entire aspect that exists at world level (NBIZ Infosol, 2016). Benefits to customers and companies Benefits of ISO 10002 to customers: ISO 10002 helps customer to resolve their queries on immediate aspect. Customer gains loyalty. Customers get trusted brand. The service seeker acquires the utmost satisfaction. They get the qualitative services (ISO, n.d.). Benefits of ISO 10002 to companies: Increment in retaining the customers. Increasing efficiency of work. Enhancing knowledge by learning through problems. Branding gets created. Betterment in customer- company relationship. Positive word of mouth publicity (ISO certification services, 2014). Usage of ISO in USA, Europe and Asia In USA, American National Standards Institute (ANSI) is the member of ISO in US and is willingly working for their citizens to accomplish the needs and provide standardisation and quality to the people over there (ANSI, 2017). It is established since 1918.In Europe the European Environmental Citizens Organisation for Standardisation (ECOS) is followed which focuses on the environment protection paying emphasis on nature and its resources. As per Asia the focus is on raised quality and standardisation of services for which various series have been constructed. Conclusion From the above discussion it would be concluded that ISO which is a non- profit organisation deals with quality and standard of services. There are series of standard that can be consulted for various issues. ISO 10002:2014 is based on grievance solving and customer satisfaction. The entire process along with filing application for certification has been discussed. Pros and cons of the standard are involved with the benefits of the prescribed standard from the view point of customer and companies. Usage of ISO has been briefly explained with reference to USA, Europe and Asia. References ANSI (2017). ISO programs-overview. Viewed on 18th June 2017. https://www.ansi.org/standards_activities/iso_programs/overview. Arrizabalagauriarte (2016). ISO 10002: complaints as an opportunity for improvement. Viewed on 18th June 2017. https://arrizabalagauriarte.com/en/norma-iso-10002-las-reclamaciones-oportunidad-mejora/. Bsigroup (2017). ISO 10002 customer satisfaction. Viewed on 18th June 2017. https://www.bsigroup.com/en-IN/ISO-10002-Customer-Satisfaction-and-Complaints-Handling/. Certification Europe (2012). Certification and training system. viewed on 18th June 2017. https://certificationeurope.com/about/. ISO (n.d.). How standards benefits consumers. Viewed on 19th June 2017. https://www.iso.org/sites/ConsumersStandards/1_standards.html. Iso, n.d., The ISO story, viewed on 15th June 2017, https://www.iso.org/the-iso-story.html. ISO certification services (2014). Benefits of ISO 10002. Viewed on 18th June 2017. https://www.isocertificationservice.com/news/benefits-of-iso-10002/. Krautzel (2015). ISO 10002-2014 Sets the Benchmark for Continuous Improvement. Viewed on 18th June 2017. https://www.beyond.com/articles/iso-10002-2014-sets-the-benchmark-for-continuous-improvement-16975-article.html . Markgraf, B. (2017). ISO International standards organisation objective. Viewed on 18th June 2017. https://smallbusiness.chron.com/iso-international-standards-organization-objectives-67161.html. Nbiz Infosol (2016). ISO 10002- Quality management- customer satisfaction. Viewed on 19th June 2017. https://nbizinfosol.com/iso-certifications/iso-10002-quality-management-customer-satisfaction . Rensselar, V. (2014). The pros and cons of ISO. Viewed on 18th June 2017. https://insurancenewsnet.com/oarticle/The-pros-and-cons-of-ISO-a-567447. Ursindia (2017). Iso 10002- Complaint management system. Viewed on 1th June 2017. https://www.ursindia.com/iso_10002.aspx