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الزامات سیستم مدیریت رسیدگی به شکایات مشتریان
سیستم مدیریت رسیدگی به شکایات مشتریان ساختاری متشکل از عناصر به هم مرتبط میباشد که رویه سازمان در مدیریت شکایات دریافتی ازمشتریان را مشخص میکند. این عناصر شامل خطمشیها، ساختار سازمانی، روشهای اجرایی، مقاصد، اهداف و فرآیندهای تعریف شده میباشد. برای اینکه این عناصر اثربخش باشند باید در ارتباط با یکدیگر و به صورت بخشی از سیستم مدیریت تجاری سازمان طرحریزی و اجرا شوند. ISO 10002:2004 استانداردی از سری استانداردهای ISO 10002:2004 میباشد که الزامات سیستم مدیریت رسیدگی به شکایات مشتریان را تشریح میکند.
مزایای استقرار ISO 10002:2004 در سازمان
منافع متعددی در پیادهسازی ISO 10002:2004 نهفته است که عبارتند از:
– حوزه مالی :
بی شک استقرار این مدل در هر سازمانی مستلزم پرداخت هزینه )بهتر است بگوئیم سرمایه گذاری( بابت برآورده نمودن الزامات، حق الزحمه مشاور، هزینه دریافت گواهی اعتبار و… است. اما آنچه از منظر مالی استقرار این سیستم را توجیه می نماید ایجاد پتانسیلهایی است که سازمان پس از استقرار مدل به دست می آورد.
الف – بی شک اساسی ترین و غایی ترین هدف هر سازمان کسب منافع مادی است. چه هر سازمانی بدون کسب درآمد قادر به بقاء در بازار امروزی نمی باشد. اما برای فروش و عرضه محصول در هر بازاری نیازمند کسب رضایت مشتریان هستیم.
همانطور که میدانیم هر مشتری ناراضی عدم رضایت خود را به ۱۱ نفر انتقال داده در حالی که هر مشتری راضی،رضایت خود را تنها به ۳ مشتری اعلام می نماید. این موضوع خود اهمیت رسیدگی به شکایات مشتری وجلوگیری از روند تصاعدی انتقال این عدم رضایت به سایر مشتریان را بیش از پیش نمایان می سازد
ب – بدون شک دریافت گواهی اعتبار یک عامل تبلیغاتی مهم در جذب مشتری و فروش بیشتر می باشد، چرا که در الفبای فروش، کسب اعتماد مشتری عامل بسیار مهمی برای برقراری ارتباط موثر بوده و مشاهده لوگوی مربوط به استقرار این مدل عاملی است که می تواند اعتماد مشتری را نسبت به سازمان جلب نماید.
ج – نظر به اینکه این سیستم ها در محیط مجازی از یکدیگر پشتیبانی می نمایند در بسیاری موارد سازمانهایی که خود دارای گواهی اعتبار سیستم مدیریت می باشند مجبور و) یا مشتاق( به استفاده از تامین کنندگان، تولید کنندگان و یا فروشندگانی هستند که موفق به اخذ این سیستم شده اند؛ می باشند.
۲- حوزه فرآیندها :
آنچه در بالا و در حوزه مالی بدان اشاره شد نقش این مدل در کسب منفعت سازمانی و به عبارتی سود بیشتر برای کارفرما بود اما چیزی که در این حوزه به آن تکیه می کنیم بحث فرآیندهای داخلی سازمان و نقش این مدل در بهبود فرآیندهای کسب و کار است.
اطلاعات بدست آمده از فرآیند رسیدگی به شکایات می تواند به بهبود در محصولات و فرآیندها منتهی گردد و جایی که شکایات بطور صحیح مورد رسیدگی قرار گیرد، می تواند شهرت سازمان را بدون توجه به اندازه، موقعیت و وضعیت آن بهبود بخشد. در فضای بازار جهانی، ارزش یک استاندارد بین المللی بیشتر مشهود میگردد، بدلیل اینکه در برخورد مصرانه با شکایات ایجاد اعتماد می کند.
یک فرآیند کارا و اثربخش رسیدگی به شکایات، هم نیازهای سازما نهایی که محصول را تامین می کنند و هم آنهایی که دریافت کننده آن محصولات هستند را منعکس می نماید.
تشویق به باز خورد مشتری، از جمله شکایات وقتی که مشتری ناراضی است، می تواند فرصتهایی برای حفظ یا دستیابی به وفاداری و تائید مشتری، و بهبود داخلی و رقابت بین المللی ایجاد نماید.
همانطور که در حوزه مالی نیز بدان اشاره گردید از نظر مشتری سازمانی که تعهد به برآورده نمودن الزامات خاص این استاندارد نموده با سایر سازمانها متفاوت است. مشتری راغب به برقراری یک ارتباط طولانی مدت با تامین کننده میباشد و استقرار این مدل مهری بر تایید این ارتباط طولانی مدت است چرا که اولین مزیت چنین مدلها و سیستم هایی ایجاد یک ثبات در فرایندهای جاری سازمان و حرکت آنها به سمت بهبود در جهت برآورده نمودن الزامات مشتری می باشد.
ازطرف دیگر نگاه مشتری به تامین کنندگان و انتخاب تامین کننده نهایی بر اساس فاکتورهایی است که مشتری را به تامین کننده وصل می نماید. این فاکتورها در بازارهای رقابتی می تواند نشات گرفته از اتفاقات بسیار کوچک و جزئی و نیز پتانسیلهای محدود سازمان باشد که در نگاه کلی اصلا به چشم نمی آید اما در برخی موارد همین فاکتور عامل برتری سازمان در مقابله با رقبا خواهد شد.
سایر مزیتهای این مدل:
– برای شاکی امکان دسترسی به فرآیندی آزاد و مسئول در رسیدگی به شکایات را فراهم نماید.
– رسیدن توانایی سازمان به حل شکایات در حالت مصرانه سیستمی و مسئولانه، برای رضایتمندی شاکی و سازمان
– رسیدن توانایی سازمان به شناسایی روندها و حذف علل شکایات، و بهبود فعالیتهای سازمان
-کمک به سازمان در ایجاد یک رویکرد مشتری مدار برای حل شکایات، و تشویق کارکنان در جهت بهبود مهارتهای کارکردن با مشتریان،
– فراهم کردن پایه و اساسی برای بازرسی وتجزیه و تحلیل مستمر فرآیند رسیدگی به شکایات، حل شکایات، وبهبودهای ایجاد شده فرآیندی.
ارزیابی تفاوتها بین وضعیت فعلی و وضعیت مطلوب
سیستمهای فعلی سازمان خود را با الزامات استاندارد ISO10002 مقایسه کنید. از منابع درون و برون سازمانی بهره گیرید. این منابع باید مسلط بر زوایای مختلف استاندارد ISO 10002:2004 و تفسیر این استاندارد و همچنین سیستمهایی که در حال حاضر در سازمان پیاده شدهاند، باشند.
طرحریزی برای بهبود
با توجه به ارزیابی تفاوتها بین وضعیت فعلی و وضعیت مطلوب، تعیین کنید کدام عوامل سیستم فعلی سازمان، نیاز به بهبود دارند تا الزامات ISO 10002:2004 برآورده نمایند.
به طور همزمان مشخص کنید که سیستمهای فعلی چگونه برای بالا بردن بهرهوری قابل هدایت میباشند.
چه سازمانی میتواند گواهینامه ISO 10002:2004 دریافت کند؟
ISO 10002:2004 برای همه سازمانها، اعم از تجاری، مدارس، بیمارستانها، سازمانهای غیرانتفاعی و غیره که به دنبال پیادهسازی یا بهبود سیستم مدیریت رسیدگی به شکایات مشتریان هستند تدوین شده است. این استاندارد به بهترین وجه برای سازمانهای خدماتی و تولیدی و نیز فعالیتهای تجاری انتفاعی و غیرانتفاعی قابل کاربرد است.
ثبت و صدور گواهینامه
گواهینامه ISO 10002
شما میتوانید سیستم مدیریت رسیدگی به شکایات مشتریان خود را از طریق شرکت SWISSCERT (که دارای اعتبار از DACمیباشد) ثبت کنید و گواهینامه اخذ نمایید. این کار در قالب انجام ممیزی جهت مشخص شدن انطباق سیستم سازمان با الزامات ISO 10002:2004 صورت میگیرد.
ممیزان واجد صلاحیت ما:
خطمشیها و روشهای اجرایی سازمان را بازنگری خواهند کرد.
عملیات سازمان را بررسی خواهند کرد.
با کارکنان مصاحبه خواهند کرد.
سوابق سازمان را مورد بررسی قرار خواهند داد.
تا تصدیق کنند که سیستم سازمان در برگیرنده همه الزامات ISO 10002:2004 میباشد و به طور اثربخشی پیادهسازی و اجرا شده است. در صورتی که سازمان الزامات ISO 10002:2004 را برآورده نماید شرکت SWISSCERT گواهینامه ISO 10002:2004 را صادر خواهد نمود.
شرح مراحل ثبت و صدور گواهینامه
پرسشنامه مربوطه را از دفاتر شرکت SWISSCERT دریافت و تکمیل نمایید. این پرسشنامه ابزار مهمی برای شرکت SWISSCERT میباشد زیرا به کمک آن اطلاعات کافی در مورد سازمان در اختیار شرکت SWISSCERTقرار خواهد گرفت. با استفاده از پرسشنامه شرکت SWISSCERT قادر خواهد بود پیشنهاد قیمت کاملی را ارائه کرده و مناسبترین ممیز را انتخاب نماید.
در این مرحله پس از توافق در خصوص شرایط همکاری، پیشنویس قرارداد تهیه و جهت امضاء به سازمان ارائه میگردد، سپس قرارداد نهایی و امضا شده و همراه با پیشپرداخت مورد توافق به شرکت SWISSCERT ارسال خواهد گردید.
همچنین ارسال یک نسخه از مستندات سیستم مدیریت رسیدگی به شکایات جهت بررسی، ضروری می باشد.
در صورت نیاز با هماهنگی قبلی، ممیز جهت بازدید از سازمان در محل حضور خواهد یافت، این امر شناخت به کلیه جنبههای اساسی و معیارهای انتخاب تیم ممیزی مناسب را میسر مینماید.
بازدید مذکور در برگیرنده مجموعهای از پرسش و پاسخ برای ممیز و سازمان میباشد که نشان دهنده درک متقابل خواهد بود.
ممیزی اصلی انجام میشود. یک گزارش رسمی تهیه میشود. توصیه برای صدور گواهینامه و یا سایر موارد مقتضی در جلسه اختتامیه ممیزی نهایی به سازمان اعلام میشود.
پس از انجام اقدامات اصلاحی مشخص شده، گواهینامه رسمی صادر و سازمان در برنامه ممیزی مراقبتی لحاظ خواهد گردید.
ممیزیهای مراقبتی سالانه انجام میشوند. تعداد این ممیزیها به پیچیدگی سازمان بستگی دارد. ممیزی مراقبتی پس از کسب توافقهای لازم در مورد هزینهها و برنامه ممیزی انجام میشود.