Module "Complaints"

This module will be your assistant in implementing requirements of ISO 10002:2004 "Quality management. Customer satisfaction. Guidelines for complaints handling in organizations" and ISO 9001:2000, Ch. 7.2.3. "Customer feedback". Working with the "Complaints" module, ISOsystemPlus ussers will be able to:

1. Determine an an explicit customer-focused complaints-handling policy of the organization
2. Define responsibilities and authorities of all parties involved in the proces of handling of complaints
3. Establish complaints-handling objectives for relevant functions and levels within the organization and monitor meeting the objectives at regular intervals.
4. Assess the needs for resources for complaints-handling process and monitor their providing at regular intervals.
5. Make up and keep register of customers of the organization.
6. Quantitatively evaluate level of satisfaction of each customer.
7. Track and control the full path of complaints wihtin the organization.
8. Automatize complaints registering process.
9. Define a single responsible person for handling of each complaint.
10. Monitor timeliness of executing of planned actions on each complaint.
11. Ensure continuous and automatic warning of stakeholders if actions planned are overdue.
12. Organize access to complaints-handling process information in accordance with authorization levels.
13. Analyze effectiveness of the complains-handling process.
14. Conduct audit of the complaints-handling process.
15. Work in "Control of complaints" mode - quick searching/filtering/grouping/sorting of complaints records by needed parameter(s)
16. Generate needed reports by "one-mouse" click, convert/save the reports in Word or Excel formats

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