ISO 10004:2018 Certification - Quality management - Customer Satisfaction
What is ISO 10004?
ISO 10004 provides guidance on developing and implementing processes for monitoring and measuring customer satisfaction within the organization. The standard supports the development and implementation of an overall framework to ensure customer satisfaction that integrates with the context of the organization and focuses on leadership and commitment.
The standard specifies the key principles to implement and maintain an effective monitoring and measuring processes for customer satisfaction which include:
- The commitment of the organization
- Ensuring effective capacity to manage the monitoring and measuring processes
- Transparency of the monitoring and measuring processes
- Accessibility to all interested parties
- Responsiveness to the results of monitoring and measurement
- Information integrity and confidentiality
- Ensuring a customer-focused approach that promotes accountability and competence
- Providing timelines for monitoring and measuring customer satisfaction
- Comprehension and continuity of monitoring and measurement
Benefits of ISO 10004 Certification
Customer Retention
Brand Reputation
Improved Communication
Continual Improvement
Process Efficiency
Increase Sales and Profitability
Who can be certified ISO 10004 Certification?
ISO 10004 standard can be used by any organization, regardless of its size, scope, the field of business, public or private, to develop and implement effective monitoring and measuring processes for customer satisfaction within the organisation based on accepted international best practices.
Manufacturing Companies
Service Sector
Hospitals
NGO'S
Educational
Government Organizations
Research Foundation
Fitness Sector
Shipping Industry
Aerospace
Food
Automotive
Telecom
Textile and Apparels
Medical and Test Lab
Software Development
Document required for ISO 10004 Certification
- System Manual
- System Procedure
- Policy
- Objectives
- Mission & Vision
- Standard Operating Procedure (SOP)
- Checklist
- Forms
- Formats
- Records
The extent of Documented Information differs as per:
- Organization’s size
- Activities performed by the organization
- Processes undertaken by the Organization
- Products and services offered by the organization
- The complexity of processes undertaken
- Competence of persons involved
Role of Shamkris and Process of ISO 10004 Certification
Shamkris adopts a results-oriented approach to effective system implementation in the organization. A simple and practical method of system implementation helps organizations increase business efficiency and sustainability. Shamkris supports 100% documentation to obtain an accreditation body of success in addition to enhanced performance.
The implementation process is described below:
Time Frame
Task
Process
Day 1
GAP Analysis
Certification Body
Selection
Cost Estimates
- Finding the ISO 10004 between existing system related to GDP requirements
- Selecting the appropriate certification Body
- Based on the scope of your business & certification Body you choose
Week 1
Developing Documents
- Management System Manual, Management System Procedures, Policy, Objectives, Forms etc.
- Review of Standard Operating Procedures (SOP)
Week 4
Implementing Management System
- ISO 10004 Awareness training for the top management and staff
- Implementing a well-documented management system throughout the organization
Week 8
Internal Audit
MRM
CAPA
- Internal audits identifying nonconformities related to ISO 10004 requirements
- Management Review Meetings
- Corrective and Preventive Action plan for nonconformities
Week 10
Certification Body
Audit
N-C Closing
- Shamkris acts on your behalf and assists you in the third-party audit
- Closing of any nonconformities identified by the certification Body
Week 12
Certification Body
- ISO 10004 certificates issued for years
- Yearly Renewal Audit
Year on Year
Yearly Compliance
- Support of Yearly documentation for audit