Customer Satisfaction

Implementing a CMS

There are key steps that every company implementing a Complaints Management System will need to consider:

Purchase the Standard
Before you can begin preparing for your application, you will require a copy of the standard. You should read this and make yourself familiar with it.

Review support literature and software
There are a wide range of quality publications and software tools designed to help you understand, implement and become registered to a quality management system.

Assemble a team and agree your strategy
You should begin the entire implementation process by preparing your organizational strategy with top management.

Choose a registrar
You should choose your registrar based upon industry experience, geographical coverage, accreditation and pricing structures.

Develop your Management System and supporting documentation
Agree your processes and develop your procedures, ensuring these are kept to a minimum for efficiency and effectiveness.

Implement your Complaints Management System
The key to implementation is communication and training. During the implementation phase everyone operates to the procedures and collects records that demonstrate you are doing what you say you are doing.

Consider a pre-assessment
The purpose of the pre-assessment is to identify areas where you may not be operating to the standard. This allows you to correct any areas of concern you may have before the initial assessment.

Gain registration
You should arrange your initial assessment with your registrar. At this point the registrar will review your CMS and determine whether you should be recommended for registration.

Continual assessment
Once you have received registration and been awarded your certificate, you can begin to advertise your success and promote your business. To maintain your registration, all you need to do is continue to use your quality system. This will be periodically checked by your registrar to ensure that your Management System continues to meet the requirements of the standard.

Registration to ISO 10002