ISO 10002:2018 Complete Documentation Kit + Internal Auditor Training

ISO 10002:2018 — Quality management — Customer satisfaction — Guidelines for complaints handling in organizations

In preparation. This kit is being written now and is not yet available to download. Tell us you want it and we will send it to you the day it is released — and hold the current price for you.

Download the free sample (PDF) — the complete document master list for this kit and its clause-by-clause cross-reference matrix, so you can see exactly which document answers each requirement of ISO 10002:2018 before you buy.

Every document you need to implement Complaints Handling System to ISO 10002:2018 and evidence it, written by our lead auditors and supplied as editable Microsoft Word files in an organised folder tree. Replace the highlighted placeholders with your own details and the system is yours — no blank pages, no guessing what an auditor expects.

What it will contain

• 00 Read Me First — Kit guide and implementation roadmap, document master list, clause cross-reference matrix
• 01 Manual — 3 manual documents covering every clause
• 02 Policies — 1 policies
• 03 Procedures — 19 procedures
• 04 Forms, Registers & Templates — 25 forms and registers
• 05 Plans & Programmes — 5 plans
• 06 Checklists — 3 checklists including gap analysis and internal audit
• 07 Internal Auditor Training Pack — 8 documents: handbook, trainer's guide, slides outline, exercises, 30-question exam and answer key, course forms

67 documents in total, as planned in the kit's document manifest.

How it is written

Each procedure states the steps, the responsible roles, the frequencies and the records produced, so it can be followed on the day you buy it. Every requirement of the standard is mapped to a document in the clause cross-reference matrix — so you can show an assessor where each requirement is met. Auditor notes flag what assessors look for and the nonconformities that come up most often.

Internal auditor training included

This edition adds a complete internal-auditor (IQA) training pack: a participant handbook covering the standard clause by clause from an auditor's viewpoint, a trainer's guide with a two-day agenda, a slide outline, exercises with model answers, a 30-question examination with its marking scheme, and the course records.

Licence

Supplied for the internal use of one organisation, with unlimited internal copies and edits. Not for resale or redistribution outside your organisation.

Please note

ISO 10002:2018 gives guidelines for complaints handling rather than requirements for a certifiable management system, although some certification bodies do offer conformity assessment against it. This kit is written to implement the complaints-handling process the standard describes and to evidence it, whether for internal assurance, a customer audit or a conformity assessment.