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isogorilla.com ISO 10002 2018 documentation toolkit

ISO 10002:2018 documents contain more than 75 editable MS-Word files. These editable documents address all the elements of Quality Management Customer Satisfaction Certification.

  • A Manual
  • Required Procedures
  • Formats
  • Sample Filled Forms

Original price was: $1,050.00.Current price is: $790.00.

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Description

All ISO documents are designed under the guidance of experienced ISO consultants.

Content of ISO 10002:2018 Documentation Kit for Customer Satisfaction Certification

The ISO 10002 Documentation kit contains a set of total 75 editable files, which are based on requirements of quality management – customer satisfaction certification, includes following readymade templates that can be used a ready reference sample ISO 10002 documents and templates to accelerate implementation process for ISO 10002:2018 certification.

  1. Quality Manual – ISO 10002 manual that define implemented quality management – customer satisfaction certification at macro level.
  2. Procedures – Total 9 mandatory procedures in editable files that define and cover all the details.
  3. Policy – It covers a sample copy of policy as per ISO 10002:2018.
  4. Exhibits – 4 editable exhibits in word files.
  5. Process Approach – It covers guideline for processes, flow chart and process model useful for process mapping.
  6. Blank Formats – Total 29 blank forms and templates to maintain records as well as establish control and make system.
  7. Filled Formats – Total 15 editable sample forms to maintain records as well as establish control and make system.
  8. ISO 10002:2018 Audit Checklist – More than 150 audit questions to help internal auditors in auditing to ensure requirements are fulfilled.
  9. Sample Risk Assessment Sheet – editable sample risk template is given to prepare the risk document for the organization.

Download ISO 10002 Documents – free Demo of this documentation kit to get full idea of our ready-to-use documentation package.

The ISO 10002:2018 is a complaints-handling process developed by the International Organization for Standardization (ISO). ISO 10002:2018 gives guidelines for the process of complaints handling. Such a process is related to products and services within an organization, and it includes planning, design, development, operation, maintenance, and improvement.

Documents package: –

Our document kit comprises sample documents required for ISO 10002:2018 certification as listed below. All documents are in MS-Word / excel format and you can edit it. You can do changes as per your company needs and within few days your entire documents with all necessary system requirement scan be made ready. In the ISO 10002:2018, at few places, documents are required. But for making better system, we have provided many templates from which a user can select to make own system with minor changes. Now, ISO 10002:2018 standard is not requiring manual, procedures, etc. It requires 2 type of documents as listed below.
  1. Maintain documents Scope, quality manual, process, policy etc.)
  2. Retain documents (Forms – templates)
Under this directory, further files are made in the word document as per the details listed below which you can edit it. All the documents are related to manufacturing / process industry.

1. Quality Manual (08 Chapters and 04 Annexures):

It covers sample copy of quality manual and clause-wise details on how ISO 10002:2018 systems are implemented. It covers the context of organization, sample policy, objectives, scope; organizations structure as well as macro level each requirement from 4 to 8 of ISO 10002:2018 on how it is implemented in the organization. It covers ISO 10002:2018 documents for tier-1. It has total 08 chapters that cover company profile, amendment sheet, index, clause wise details as per ISO 10002:2018 for implementation. It covers sample copy of quality manual and clause-wise details on how ISO 10002:2018 systems are implemented.
Table of Contents
Section – 1
1. Company profile
2. Table of contents
3. Control and distribution
Section – 2
4. Guiding principles
General
Commitment
Capacity
Transparency
Accessibility
Responsiveness
Objectivity
Charges
Information integrity
Confidentiality
Customer-focused approach
Accountability
Improvement
Competence
Timeliness
5. Complaints-handling framework
Context of the organization
Leadership and commitment
Policy
Responsibility and authority
6. Planning, design and development
General
Objectives
Activities
Resources
7. Operation of complaints-handling process
Communication
Receipt of complaints
Tracking of complaints
Acknowledgement of complaints
Initial assessment of complaints
Investigation of complaints
Response to complaints
Communicating the decision
Closing complaints
8. Maintenance and improvement
Collection of information
Analysis and evaluation of complaints
Evaluation of the satisfaction with the complaint-handling process
Monitoring of the complaint-handling process
Auditing of the complaint-handling process
Management review of the complaints-handling process
Continual improvement
Collection of information
Annexures
ANX–I List of documents
ANX–II Glossary of terms
ANX–III Company activity process flow chart
ANX–IV Organization structure

2. Procedures (09 procedures):

It covers a sample copy of mandatory procedures as per ISO 10002:2018 covering all the details like purpose, scope, responsibility, how procedure is followed as well as the list of exhibits, reference documents and formats. The list of sample procedures provided is as below.
List of Procedures
  1. PRO/SYS/01 Procedure for Documented Information
  2. PRO/SYS/02 Procedure for Corrective Action
  3. PRO/SYS/03 Procedure for Internal Audit
  4. PRO/SYS/04 Procedure for Management Review
  5. PRO/SYS/05 Procedure for Risk Management
  6. PRO/SYS/06 Procedure for Training
  7. PRO/SYS/07 Procedure for Making a Complaint
  8. PRO/SYS/08 Procedure for Complaint Handling
  9. PRO/SYS/09 Procedure for Complaint analysis & response

3. Policy (01 policy):

It covers a sample copy of policy as per ISO 10002:2018. The list of sample policy provided is as below.
List of policy
  1. Policy/01 Complaint Handling Policy

4. Exhibits (04 exhibits)

It covers Skill Requirements, Multi skill requirements, Document Identification and Codification System and Needs and Expectations of Interested Parties etc.
List of exhibits
  1. Exhibit for Skill requirements
  2. Exhibit for Multi skill requirements
  3. Exhibit for Document Identification and Codification System
  4. Exhibit for Needs and Expectations of Interested Parties

5. Process approach (01 process approach)

It covers guideline for processes, flow chart and process model useful for process mapping. It covers process flow chart and activities of all the main and critical processes as listed below.
List of process approach
  1. PFC/CSD/01 Process Flow Chart of Customer Service

6. Blank sample formats (29 sample formats)

It covers a sample copy of blank forms that are required to maintain records as well as establish control and create system in the organization. The samples given area guide for the user to follow. The organization is free to change the same to suit their own requirements. It can be used as templates. A total of 29 blank formats are provided as per the list given below.
List of blank formats
  1. Master List & Distribution List of Documents
  2. Change Note
  3. Management Review Meeting
  4. Master List of Records
  5. Objectives Monitoring Sheet
  6. Audit Plan / Schedule
  7. ISO 10002:2018 Clause-Wise Audit Review Report
  8. Internal Audit Non-Conformity Report
  9. Objective Plan
  10. Corrective Action Report
  11. List of License / certificates
  12. Communication Report
  13. Risk Analysis Sheet
  14. Lesson learned report
  15. Training Calendar
  16. Employee-Wise Training & Competence Record Sheet
  17. Induction Training Report
  18. Job Description & Specification
  19. Customer Feedback Analysis
  20. Customer Complaint Report
  21. Complaint Register
  22. Complaint Registration Form
  23. Record of Communicating the Customer Complaint decision
  24. Customer Complaint Acknowledgement Register
  25. Complaint Follow-up Form
  26. Customer Feedback against complaint closer
  27. Customer Feedback Form
  28. Multi-Skill Analysis
  29. Training Report

7. Filled sample formats (15 sample filled formats)

It covers a sample copy of filled forms that are required to maintain records as well as establish control and create system in the organization. A total of 15 filled formats are provided as per the list given below

List of filled formats
  1. Master List & Distribution List of Documents
  2. Change Note
  3. Master List of Records
  4. Audit Plan / Schedule
  5. Internal Audit Non-Conformity Report
  6. Objective Plan
  7. Corrective Action Report
  8. Communication Report
  9. Induction Training Report
  10. Training Report
  11. Complaint Register
  12. Customer Complaint Acknowledgement Register
  13. Customer Complaint Report
  14. Record of Communicating the Customer Complaint Decision
  15. Job Description & Specification

8. ISO 10002:2018 Audit Checklist (More than 150 Questions)

This covers audit questions based on the ISO 10002:2018 clause wise requirements. It will be a very good tool for the auditors to make Audit Questionnaire for auditing. It will bring effectiveness in auditing. A total of more than 150 Questions are prepared on the basis of ISO 10002:2018. It can be logically used for auditing during internal audit for ISO 10002:2018 to establish proper audit trail.

9. Sample risk assessment sheet

The ready-to-use risk template in editable form is given to prepare the risk document for the organization. It is given in an excel format and can be used as a template.

10. ISO 10002:2018 document compliance matrix

The ISO 10002:2018 clause requirement wise list of documents reference of this kit is given in the compliance matrix for easy reference of user to understand how this system is made.

11. Filled Job Description and Specification

The ISO 10002:2018 filled job descriptions are given with responsibilities and authorities of all important positions

How useful?

  • The users can easily modify the templates and create the documents for their organization within three days.
  • Ready-to-use ISO 10002 Documents help the organizations to ensure that the micro-level system is established well as per the latest requirements.
  • A complete Demo of total ISO 10002 documents, with quick buy option, helps the user to understand the list of all documents that we provide.
  • The kit takes care of all the sections and sub-sections of ISO 10002:2018 standard and gives better confidence as well as improves the system.

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