photo credit: InterContinental Hong Kong

Satisfaction of the customer in the UNI ISO 10002

The guidelines for the treatment of the claims in the organizations

This norm would like to provide an indication on how a process of the treatment of the claims can be engineered  in terms of efficacy and efficiency in order to establish an improvement of the organization through the correct managing of such claims and in front of the analyses of the data the derive from it.

The realizing of a correct managing of the claims must obtain principally the following results:

–          To show clearly to the Customer how the its indication is managed from inside the organization and the status of the managing itself

–           The organization must be able to manage claims so that the unsatisfied customer finds reactivity in the managing of the difficulty that came out

–          To prevent the causes that may create claims from part of the customer, and to give the opportunity to the people in charge to deal with the customer to be oriented to comprehension of the claim and to find a solution; this may be useful also to the organization for improving the managing of the process of the ‘claim’

The main goal of the process of managing claims is ‘….to improve the satisfaction of the customer’ by improving the process due to a serious commitment and at the same time a deep analyses from part of the direction of the organization.

‘Where do we do quality? In the office of the Direction’ Deming William Edwards

The high direction must pretend a daily commitment from  the resources of the organization, and this also by the means of processes of professional training  that are carefully projected and by allocating seriously the resources, so that nothing is left to the case  according to what has been defined in the policy of the managing of the claims in force at the organization.

‘Systems to measure the conformity and to instruct all the suppliers and all the employees, so that the quality, the correcting actions and the prevention of the defects may be a routine’ Philip Crosby

For a correct managing of the claim is necessary and strategic as follows:

–          monitoring the defects in entrance

–          explanation of the process of the claims to the direction

–          continuous professional trainings of the allocated resources

‘ Analyse the facts and speak with the data’ Katsuya Hosotani

The elimination of the defects in a process of an organization is the goal that must be reached by practising with perseverance the hard way of continuous improvement.

‘ The improvement of quality is a trip the never ends.’ Thomas J. Peters

Translated by Carmela Giordano

L'autore: Gianluca Gaggioli

Gianluca Gaggioli: coniugato, con tre figli tutti nati a breve distanza, non si sa come trovi anche il tempo di "dilettarsi" sulle tematiche di qualità e management. Experienced Board Member with a demonstrated history of working in the railroad manufacture industry, railway applications, behaviour of materials and components. Skilled in ISO 9001 14001 45001 15085-2 CL.1 19001 COCS 30 Trenitalia P096 Trenord, Management, Continuous Improvement, EN UNI ISO Standards, Behavior-based safety (BBS). Sales/Commercial experience in the railroad manufacture industry "Order backlog approximately 4,000,000÷6,000,000 million euro in orders / projects (Products / Services)" for the period 2018-2020. Advisor for the main manufacturers of railway vehicles, trains and metro subway; da Giugno 2011 Editor in Chief di Organizzazione Qualità. .

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