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أﻳﺰو 10002:2004
أﻹﺻﺪار أﻷول
2004-07-01
اﻟﻤﺤﺘﻮﻳﺎت
-1ﻣﺠﺎل 3 ...................................................................................................................................................
1.3اﻟﻤﺸﺘﻜﻲ 3 ............................................................................................................................................................................................
2.3اﻟﺸﻜﻮى 3 ..............................................................................................................................................................................................
3.3اﻟﻌﻤﻴﻞ 3 ................................................................................................................................................................................................
1
5.3ﺧﺪﻣﺔ اﻟﻌﻤﻴﻞ 3 .........................................................................................................................................................................................
6.3اﻟﺘﻌﻠﻴﻘﺎت 3 .............................................................................................................................................................................................
8.3اﻟﻬﺪف 3 ................................................................................................................................................................................................
9.3اﻟﺴﻴﺎﺳﺔ 3 ..............................................................................................................................................................................................
10.3اﻟﻌﻤﻠﻴﺔ 3 ..............................................................................................................................................................................................
2.4اﻟﺮؤﻳﺔ 4 ................................................................................................................................................................................................
3.4وﺻﻮل 4 ................................................................................................................................................................................................
4.4اﻟﺘﺠﺎوب 4 ..............................................................................................................................................................................................
5.4اﻟﻤﻮﺿﻮﻋﻴﺔ 4 .........................................................................................................................................................................................
6.4اﻟﺘﻜﺎﻟﻴﻒ 4 ..............................................................................................................................................................................................
7.4اﻟﺴﺮﻳّﺔ 4 ................................................................................................................................................................................................
9.4اﻟﻤﺴﺆوﻟﻴﺔ 4 ...........................................................................................................................................................................................
1.5إﻟﺘﺰام 4 ................................................................................................................................................................................................
2.5اﻟﺴﻴﺎﺳﺔ 5 .............................................................................................................................................................................................
1.6ﻋﺎم 5 ....................................................................................................................................................................................................
2.6اﻷهﺪاف 6 ..............................................................................................................................................................................................
3.6ﻧﺸﺎط 6 ..................................................................................................................................................................................................
4.6اﻟﻤﻮارد 6 ...............................................................................................................................................................................................
1.7إﺗﺼﺎل 6 ................................................................................................................................................................................................
2
-1ﻣﺠﺎل
ت ﻓﻲ اﻟﻤﻨﺸﺄة وآﺬﻟﻚ ﺗﺰ ّودُﻧﺎ هﺬﻩ اﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ ﺑﺈرﺷﺎدات ﻋﻦ آﻴﻔﻴﺔ اﻟﺘﻌﺎﻣﻞ ﻣﻊ ﻧﻈﺎم ﻋﻤﻠﻴﺔ اﻟﺸﻜﺎوى اﻟ ُﻤ َﺘ َﻌﻠّﻘﺔ ﺑﺎﻟﻤُﻨﺘَﺠﺎ ِ
ﻦ.اﻟﺘﺨﻄﻴﻂ واﻟﺘﺼﻤﻴ ِﻢ وﻋﻤﻠﻴﺎت واﻟﺼﻴﺎﻧ ِﺔ واﻟﺘﺤﺴﻴ ِ
ت اﻟﻌﺎﻣﺔ ﻟﻨﻈﺎ ِم إدار ِة اﻟﺠﻮد ﱢة.
ﻣﻦ اﻟﻤﻨﺎﺳﺐ إﺳﺘﺨﺪام ﻧﻈﺎم ﻋﻤﻠﻴﺔ اﻟﺸﻜﺎوى آﺄﺣﺪ اﻟﻌﻤﻠﻴﺎ ِ
ﻒ.ت اﻟﺘﻮﻇﻴ َ ت ﺧﺎرج اﻟﻤﻨﺸﺄة أَو اﻟﻤﺘﻌﻠﻘﺔ ﺑﻨﺰاﻋﺎ ِ ﻖ ﻟﺤﻞ اﻟﻨﺰاﻋﺎ ِ هﺬﻩ اﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ ﻟَﻴﺴَﺖ ﻗﺎﺑﻠﺔ ﻟﻠﺘﻄﺒﻴ َ
آﺬﻟﻚ ﻳﻤﻜﻦ ﺗﻄﺒﻴﻖ هﺬة اﻟﻤﻮاﺻﻔﺔ ﻓﻲ ﺟﻤﻴﻊ اﻟﻤﻨﺸﺂت ﺑﻜﻞ اﻷﺣﺠﺎم وآﻞ اﻟﻘﻄﺎﻋﺎت
ﻣﻠﺤﻖ -أ -ﻳُﺰوّ ُد إرﺷﺎدات ﺑﺸﻜﻞ ﻣُﺤﺪّد ﻟﻸﻋﻤﺎل اﻟﺼﻐﻴﺮ ِة.
ﺗﺘﻨﺎول هﺬة اﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ اﻟﻌﻨﺎﺻﺮ اﻟﺘﺎﻟﻴ َﺔ ﻓﻲ اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى :
ﺨﻠْﻖ ﺑﻴﺌﺔ ﺗﺮآﺰ ﻋﻠﻰ ﻣﺘﻄﻠﺒﺎﺗﻪ ﻣﻦ ﺧﻼل اﻹﻧﻔﺘﺎح ﻋﻠﻰ اﻟﺘﻐﺬﻳﺔ اﻟﻤﺮﺗﺪة ﻣﻨﻪ )ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﺸﻜﺎوى(، ﻦ رﺿَﺎ اﻟﻌﻤﻴﻞ ﺑ َ أ( ﺗﺤﺴّ ُ
ﻦ ﻣُﻨ َﺘﺠَﺎﺗﻬﺎ وﺧﺪﻣﺔ اﻟﻌﻤﻴﻞ؛ ﺤﺴّﻴ ْي ﺷﻜﺎوى ﺗﻢ إﺳﺘﻼﻣﻬﺎ وﻗﺪر َة اﻟﻤﻨﺸﺄة ﻟﺘ َ ﻞأ ّ ﺣﱡ
ْ
ك اﻟﻤﻼﺋﻢ وﺗﺮﺷﻴﺪ اﻟﺘﺼﺮف ﻓﻲ اﻟﻤﻮارد ،ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺗﺪرﻳﺐ اﻟﻤﻮﻇﻔﻴﻦ َ؛ ب( ﺗﺪﺧّﻞ اﻹدارة اﻟﻌُﻠﻴﺎ وإﻟﺘﺰاﻣِﻬﺎ ﻣﻦ ﺧﻼل اﻻﻣﺘﻼ ِ
ت اﻟﻤﺸﺘﻜﻴﻦ؛ ج( ﺗﻘﺪﻳﺮ وﺗﻨﺎول إﺣﺘﻴﺎﺟﺎت وﺗﻮﻗّﻌﺎ َ
ل وﻓﻌّﺎﻟ ِﺔ ؛
د( ﺗﺰوﻳ ُﺪ اﻟﻤﺸﺘﻜﻴﻦ ﺑﻌﻤﻠﻴﺎت ﺗﻨﺎول ﺷﻜﺎوى ﻣﻨﻔﺘﺤﺔ وﺳﻬﻠﺔ اﻹﺳﺘﻌﻤﺎ ِ
ﻩ( ﺗَﺤﻠﻴﻞ وﺗَﻘﻴﻴﻢ اﻟﺸﻜﺎوى ﻟﻜﻲ ﻳﺘﻢ ﺗﺤﺴﻴﻦ ﺟﻮدة اﻟﻤﻨﺘﺞ وﺧﺪﻣﺎت اﻟﺰﺑﺎﺋﻦ ؛
و( ﺗﻘﻴﻴﻢ ﻋﻤﻠﻴﺎت ﺗﻨﺎول اﻟﺸﻜﺎوى ؛
ى.
ز( ﻣﺮاﺟﻌُﺔ ﺗﺄﺛﻴ َﺮ وآﻔﺎء َة ﻋﻤﻠﻴﺎت اﻟﺸﻜﺎو ً
ي ﺣﻘﻮق أَو إﻟﺘﺰاﻣﺎت ﺣﺴﺐ اﻟﻘﻮاﻧﻴﻦ واﻟﻤﺘﻄﻠﺒﺎت اﻟﺘﻨﻈﻴﻤﻴﺔاﻟﻤﻄﺒﻘﺔ هﺬا اﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ ﻏﻴﺮ ﻗﺎﺑﻠﺔ ﻟﺘَﻐﻴﻴﺮأ ّ
-2اﻟﻤﺮﺟﻊ اﻟﻘﻴﺎﺳﻲ
اﻟﻮﺛﺎﺋﻖ اﻟﻤﺮﺟﻌﻴﺔ اﻟﺘﺎﻟﻴﺔ هﻲ وﺛﺎﺋﻖ أﺳﺎﺳﻴﺔ ﻣﻦ أﺟﻞ ﺗﻄﺒﻴﻖ هﺬﻩ اﻟﻮﺛﻴﻘﺔ وﺑﺎﻟﻨﺴﺒﺔ ﻟﻠﻤﺮاﺟﻊ اﻟﻤﺆرﺧﺔ ﻳﺘﻢ ﺗﻄﺒﻴﻖ
اﻹﺻﺪاراﻟﻤﺬآﻮرﻓﻘﻂ أﻣﺎ ﺑﺎﻟﻨﺴﺒﺔ ﻟﻮﺛﺎﺋﻖ ﻏﻴﺮﻣﺆرﺧﺔ ﻳﺘﻢ ﺗﻄﺒﻴﻖ اﻹﺻﺪارﻣﻦ اﻟﻮﺛﺎﺋﻖ اﻟﻤﺮﺟﻌﻴﺔ )ﻣﺘﻀﻤﻨﺔ أي ﺗﻌﺪﻳﻼت(
أﻳﺰو 9000:2000ﻧﻈﻢ إدارة اﻟﺠﻮدة – اﻷﺳﺲ و اﻟﻤﺼﻄﺎﺣﺎت
-3اﻟﻌﺒﺎرات واﻟﺘﻌﺎرﻳﻒ
ﻷﻏﺮاض هﺬﻩ اﻟﻮﺛﻴﻘﺔ ﺗﻄﺒﻖ اﻟﻌﺒﺎرات واﻟﺘﻌﺎرﻳﻒ اﻟﻮاردة ﺑﺎﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ أﻳﺰو 9000
1.3اﻟﻤﺸﺘﻜﻲ
ﺷﺨﺺ ،ﻣﻨﺸﺄة أَو ﻣﻤﺜﻠﻬﺎ اﻟﺬي ﻳﻘﻮم ﺷﻜﻮى
2.3اﻟﺸﻜﻮى
ن َر ّد أَو إﻗﺮار ﻣﺘﻮﻗّﻊ ﺑﺸﻜﻞ واﺿﺢ
ﻖ ﺑﻤُﻨﺘَﺠﺎﺗِﻪ أَو ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﻧﻔﺴﻬﺎ ،ﺣﻴﺚ أ ﱠ
اﻟﺘﻌﺒﻴ ُﺮ ﻋﻦ ﺣﺎﻟﺔ اﻹﺳﺘﻴﺎ ِء إﻟﻰ اﻟﻤﻨﺸﺄة وﺗَﺘﻌّﻠ َ
أَو ﺿﻤﻨﻴًﺎ
3.3اﻟﻌﻤﻴﻞ
ﻣﻨﺸﺄة أو ﺷﺨﺺ ﻳﺴﺘﻠﻤﺎن اﻟﻤﻨﺘﺞ
ﻣﺴﺘﻬﻠﻚ ﻣﺜﺎل ﻋﻤﻴﻞ وﻣﺴﺘﻌﻤﻞ وﺧﺎدم وﻣﺴﺘﻔﻴﺪ وﻣﺸﺘﺮي.
]ﺁﻳﺰو ،9000:2000ﺗﻌﺮﻳﻒ [3.3.5
4.3رﺿﺎ اﻟﻌﻤﻴﻞ
ﻓﻬﻢ ﻣﺴﺘﻮى أﻧﺠﺎز ﻣﺘﻄﻠﺒﺎت اﻟﻌﻤﻴﻞ
اﻟﻤﻼﺣﻈﺔ آﻴّﻔﺖ ﻣﻦ أﻳﺰو ،9000:2000ﺗﻌﺮﻳﻒ .3.1.4وﺗﻢ ﺣﺬف اﻟﻤﻼﺣﻈﺎت.
5.3ﺧﺪﻣﺔ اﻟﻌﻤﻴﻞ
ﺗﻔﺎﻋﻞ اﻟﻤﻨﺸﺄة ﻣﻊ اﻟﻌﻤﻴﻞ ﻣﻦ ﺧﻼل دورة ﺣﻴﺎة اﻟﻤﻨﺘﺞ
6.3اﻟﺘﻌﻠﻴﻘﺎت
ﺁراء وﺗﻌﻠﻴﻘﺎت وﺗﻌﺎﺑﻴﺮ اﻹهﺘﻤﺎم ﺑﺎﻟﻤﻨﺘﺠﺎت أو ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى.
7.3اﻟﻄﺮف اﻟﻤﻬﺘﻢ
ﺷﺨﺺ أو ﻣﺠﻤﻮﻋﺔ ﺳﻴﻜﻮن ﻋﻨﺪهﻤﺎ إهﺘﻤﺎم ﻓﻲ اﻷداء أو ﻧﺠﺎح اﻟﻤﻨﺸﺄة
ﻣﻼﺣﻈﺔ آﻴّﻔﺖ ﻣﻦ أﻳﺰو ،9000:2000ﺗﻌﺮﻳﻒ .3.3.7اﻟﻤﺜﺎل واﻟﻤﻼﺣﻈﺔ ﺗﻢ ﺣﺬﻓﻬﻤﺎ3.9.
8.3اﻟﻬﺪف
ف ﺗ َﺘ َﻌﻠّﻖ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ُ
أهَﺪا َ
9.3اﻟﺴﻴﺎﺳﺔ
اﻹﺑﺪاء اﻟﺮﺳﻤﻲ ﻟﻠﻨﻮاﻳﺎ واﻟﺘﻮﺟﻬﺎت اﻟﻌﺎﻣّﺔ ﻟﻠﻤﻨﺸﺄة ﻓﻴﻤﺎ ﻳﺘﻌﻠّﻖ ﺗﻨﺎول اﻟﺸﻜﺎوى ﻣﻦ ﻗﺒﻞ اﻹدارة اﻟﻌﺎﻣﺔ
10.3اﻟﻌﻤﻠﻴﺔ
ت ﻟﺘﺤﻮﻳﻞ اﻟﻤﺪﺧﻼت إﻟﻰ ﻣﺨﺮﺟﺎت
ﻣﺠﻤﻮﻋﺔ ُﻣﺘَﺮاﺑَﻄ ِﺔ أَو َﺗﻔَﺎﻋُﻞ ﻧﺸﺎﻃﺎ ِ
3
4ﻣﺒﺎدىء ﺗﻮﺟﻴﻬﻴﺔ
1.4ﻣﺘﻄﻠﺒﺎت ﻋﺎﻣﺔ
اﻟﺘﻤﺴّﻚ ﺑﺎﻟﻤﺒﺎدىء اﻟﺘﻮﺟﻴﻬﻴﺔ اﻟﻤﻮﺻّﻰ ﺑﻬﺎ ﻣﻦ 4.2إﻟﻰ 4.10ﻟﻤﻌﺎﻟﺠﺔ ﻓﻌّﺎﻟﻴ ِﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى.
اﻟﻤُﺴﻮّدة ﺁﻳﺰو (E) 10002:2004
ﺁﻳﺰو - 2004ﺟﻤﻴﻊ اﻟﺤﻘﻮق ﻣﺤﻔﻮﻇﺔ 3
2.4اﻟﺮؤﻳﺔ
ﺸ َﺮ إﻟﻰ اﻟﻌﻤﻼ ِء و اﻟﻤﻮﻇﻔﻮن وأﻃﺮاف أﺧﺮى ﻣﻬﺘﻤّﺔ.
ن ُﺗ ْﻨ َ
ﺐ َأ ْ
ﺠ ُ
ﻣﻌﻠﻮﻣﺎت ﺣﻮل آﻴﻒ وأﻳﻦ ﺗَﺸﺘﻜﻲ َﻳ ِ
3.4وﺻﻮل
ﻞ ﺗﺤﺪﻳﺪ
ن ﺗُﻜﻮن اﻟﻤﻌﻠﻮﻣﺎت ﻣﺘﻮﻓﺮة ﻣﻊ ﺗﻔﺎﺻﻴ ِ ن اﻟﻮﺻﻮل إﻟﻰ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﺳﻬﻠﺔ ﻟ ُﻜﻞّ اﻟﻤﺸﺘﻜﻮن و ﻳﺠﺐ َأ ْ ن ﻳﻜُﻮ َﺐ َأ ْ
ﺠ ُ
َﻳ ِ
ﻞ اﻟﺸﻜﺎوى. ﺣّوَ
ﺟﻌْﻞ اﻟﺸﻜﻮى ﻣﺘﻮﻓﺮة ) ﻣﻠﺤﻘًﺎ ن ﺑﻠﻐ ِﺔ واﺿﺤ ِﺔ وﺗﺴﺎﻋﺪ ﻓﻲ َ ن َﺗﻜُﻮ َ
ﺐ َأ ْ
ﺠ ُ
ﺳ ِﺘﻌْﻤﺎل وآﺬﻟﻚ َﻳ ِ
ن اﻟﻤﻌﻠﻮﻣﺎت ﺳﻬﻠ َﺔ ﻟﻠ َﻔﻬْﻢ واﻹ ْ
ن َﺗﻜُﻮ َ
ﺐ َأ ْ
ﺠ ُ
َﻳ ِ
،(Bﻣﻬﻤﺎ آﺎﻧﺖ اﻟﻐﺎت أَواﻟﺼﻴﻎ اﻟﺘﻲ ﺗﻌﺮِض ﺑﻬﺎ اﻟﻤﻨﺘﺠﺎت ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﺼﻴ ِﻎ اﻟﺒﺪﻳﻠﺔِ ،ﻣﺜﻞ اﻟﻄﺒﻌ ِﺔ اﻟﻜﺒﻴﺮ ِة و ﻟﻐﺔ ﺑﺮاﻳﻞ أَو ﺷﺮﻳﻂ
ﺻﻮﺗﻲ ﻟﻜﻲ ﻧﻤﻨﻊ ﻋﺪم إﺳﺘﻔﺎدة اﻟﻤﺸﺘﻜﻴﻦ .
4.4اﻟﺘﺠﺎوب
ﺐ أن ﻳﺘﻢ ﺗﻨﺎول اﻟﺸﻜﺎوى ﺑﺴﺮﻋﺔ ﺣﺴﺐ درﺟﺔ اﺳﺘﻌﺠﺎﻟﻬﺎ .ﻋﻠﻰ ﺠ ُ ي ﺷﻜﻮى ً .وآﺬﻟﻚ َﻳ ِ ﻳﺠﺐ إﻋﻼم ﻟﻠﻤﺸﺘﻜﻲ ﻓﻮرا ﻋﻨﺪ إﻳﺼﺎل أ ّ
ﺐ أن ﺗﺘﻢ ﻣﻌﺎﻣﻠﺔ اﻟﻤﺸﺘﻜﻮن ﺑﺈﺣﺘﺮام وإﻋﻼﻣﻬﻢ ﻋﻦ اﻟﻮﺿﻊ
ﺠ ُ
ﺞ ﻓﻮرًا .و َﻳ ِ ن ﺗُﻌﺎﻟ َ
ﺐ َأ ْ
ﺠ ُ
ﺳﺒﻴﻞ اﻟﻤﺜﺎل :ﻗﻀﺎﻳﺎ اﻟﺼﺤﺔ واﻟﺴﻼﻣ ِﺔ هﺎ ّﻣ ِﺔ َﻳ ِ
ى اﻟﻌﻤﻴﻞ . اﻟﺤﺎﻟﻲ ﻟﺸﻜﻮاهﻢ ﻣﻦ ﺧﻼل ﻋﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎو ً
.
5.4اﻟﻤﻮﺿﻮﻋﻴﺔ
ى اﻟﻌﻤﻴﻞ) .أﻧﻈﺮﻣﻠﺤﻖ س(
ن ﻳﺘﻢ ﺗﻨﺎول ُآﻞّ ﺷﻜﻮى ﺑﺈﺳﻠﻮب ﻣﻮﺿﻮﻋﻲ وﻏﻴﺮ ﻣﺘﺤﻴّﺰ ﻣﻦ ﺧﻼل ﻋﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎو ً
ﺐ َأ ْ
ﺠ ُ
َﻳ ِ
6.4اﻟﺘﻜﺎﻟﻴﻒ
ى اﻟﻌﻤﻼء ﻣﺠّﺎﻧﻲ ﻣﻦ ﻃﺮف اﻟﻤﺸﺘﻜﻲ.
ن اﻟﺪﺧﻮل ﻓﻲ ﻧﻈﺎم ﺗﻨﺎول ﺷﻜﺎو ً
ن َﻳﻜُﻮ َ
ﺐ َأ ْ
ﺠ ُ
َﻳ ِ
7.4اﻟﺴﺮﻳّﺔ
ض ﺗﻨﺎول اﻟﺸﻜﻮى وﺿﻤﻦ ﺣﺪود
ن اﻟﻤﻌﻠﻮﻣﺎت اﻟﺸﺨﺼﻴﺔ اﻟﻤﺘﻌّﻠﻘُﺔ ﺑﺎﻟﻤﺸﺘﻜﻲ ﻣﺘﻮﻓﺮة ﻋﻨﺪ إﺣﺘﻴﺎﺟﻬﺎ وﻟﻜﻦ ﻓﻘﻂ ﻷﻏﺮا ِ ن َﺗﻜُﻮ َﺐ َأ ْ
ﺠ ُ
َﻳ ِ
ﻒ ﻣﺎﻟﻢ ﻳُﻮاﻓﻖ اﻟﻌﻤﻴﻞ أواﻟﻤﺸﺘﻜﻲ ﻋﻠﻰ آﺸﻔِﻬﺎ
ﻦ اﻟﻜﺸ ِ
ﺤﻤَﻰ ﺑﺸﻜﻞ ﺟﻴﺪ ِﻣ ْ
ن ُﺗ ْ
ﺐ َأ ْ
ﺠ ُ
اﻟﻤﻨﺸﺄة و َﻳ ِ
9.4اﻟﻤﺴﺆوﻟﻴﺔ
ت اﻟﻤﻨﺸﺄة ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺘﻨﺎول اﻟﺸﻜﺎوى ووﺿﻌﻬﺎ ﺑﺸﻜﻞ
ل وﻗﺮارا ِ
ﻦ ﻣﺴﺆوﻟﻴ ِﺔ رﻓﻊ اﻟﺘﻘﺎرﻳﺮ ﻋﻠﻰ أﻓﻤﺎ ِ
ن َﺗﻀْﻤ َ
ﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة َأ ْ
ﺠ ُ
َﻳ ِ
واﺿﺢ
10.4اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ
ت هﺪف داﺋﻢ ﻟﻠﻤﻨﺸﺄة
ن َﻳﻜُﻮن اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى وﺟﻮد َة اﻟﻤُﻨﺘَﺠﺎ ِ
ﺐ َأ ْ
ﺠ ُ
َﻳ ِ
5اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى
1.5إﻟﺘﺰام
ن ﻳﺘﻢ ﻋﺮﺿﻬﺎ وﺗﺮوﻳﺠﻬﺎ ﻣﻦ اﻹدارة
ن ﺗُﻠﺘَﺰ َم ﺑﺘﻨﺎول اﻟﺸﻜﺎوى ﺑﺼﻮرة ﻓﻌّﺎﻟ ِﺔ وآﻔﻮءة وﻣﻦ اﻟﻤﻬﻢ ﺧﺼﻮﺻًﺎ أ ّ
ﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة َأ ْﺠ ُ َﻳ ِ
اﻟﻌُﻠﻴﺎ ﻟﻠﻤﻨﺸﺄة
ت
ت واﻟﻌﻤﻠﻴﺎ ِ
ﺢ ﻟﻜﻞ اﻟﻤﻮﻇﻔﻮن واﻟﻌﻤﻼء ﺑﺎﻟ ُﻤﺴَﺎ َهﻤَﺔ ﻓﻲ ﺗﺤﺴﻴﻦ اﻟﻤُﻨﺘَﺠﺎ ِ
ن َﻳﺴْﻤ َ
ﺐ َأ ْ
ﺠ ُ
أن اﻹﻟﺘﺰام اﻟﻘﻮي ﻟﺘﻘﺪﻳﻢ اﻟﺤﻠﻮل ﻟﻠﺸﻜﺎوى َﻳ ِ
اﻟﺘﺸﻐﻴﻠﻴﺔ ﻟﻠﻤﻨﺸﺄة
ن ﻳﻈﻬﺮ ﻣﻦ
ﺐ َأ ْ
ﺠ ُ
ت اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى .إﻟﺘﺰام اﻹدار ِة َﻳ ِ ﺲ ﻓﻲ ﺗﻌﺮﻳ ِ
ﻒ وﺗﺒﻨﻲ وﻧﺸ ِﺮ اﻟﺴﻴﺎﺳ ِﺔ وإﺟﺮاءا ِ ن ﻳﻨ ْﻌ َﻜ َ
ﺐ َأ ْ
ﺠ ُ
هﺬا اﻹﻟﺘﺰا ِم َﻳ ِ
ﺧﻼل ﺗﻮﻓﻴﺮ اﻟﻤﻮارد وآﺬﻟﻚ اﻟﺘﺪرﻳﺐ.
4
2.5اﻟﺴﻴﺎﺳﺔ
ﻳﺠﺐ ﻋﻠﻰ اﻹدارة اﻟﻌُﻠﻴﺎ وﺿﻊ ﺳﻴﺎﺳﺔ واﺿﺤﺔ ﺗﺮآﺰﻋﻠﻰ ﺗﻨﺎول ﺷﻜﺎوى اﻟﻌﻤﻴﻞ .وﻳﺠﺐ أن ﺗﻜﻮن اﻟﺴﻴﺎﺳﺔ ﻣﻌﺮوﻓﺔ ﻣﻦ ﻗﺒﻞ ُآﻞّ
ن ﺗُﻜﻮن ﻓﻲ ﻣﺘﻨﺎول اﻟﻌﻤﻼء واﻷﻃﺮاف اﻷﺧﺮى ذات اﻟﻌﻼﻗﺔ. ﺐ أﻳﻀ ًﺎ َأ ْ
ﺠ ُ
اﻟﻤﻮﻇﻔﻴﻦ وﻓﻲ ﻣﺘﻨﺎوﻟﻬﻢ .و َﻳ ِ
ف ﻟﻜﻞ وﻇﻴﻔ َﺔ وﻣﻮﻇﻒ ﻟﻪ دور ﻓﻲ ﻋﻤﻠﻴﺔ ﺷﻜﺎوي اﻟﻌﻤﻼء ت واﻷهﺪا ِ ن اﻟﺴﻴﺎﺳﺔ ﻣﺪﻋﻮﻣﺔ ﻣﻦ ﻗﺒﻞ اﻹﺟﺮاءا ِ ﺐ َأ ْ
ن َﺗﻜُﻮ َ ﺠ ُ
و َﻳ ِ
ﺐ أن ﺗﺆﺧﺬ اﻟﻌﻮاﻣﻞ اﻟﺘﺎﻟﻴﺔ ﻓﻲ اﻟﺤﺴﺒﺎن:
ﺠ ُ
ف ﻓﻲ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى َ ،ﻳ ِ ﻋﻨﺪ إﻋﺪاد اﻟﺴﻴﺎﺳ َﺔ واﻷهﺪا َ
ي ﻣﺘﻄﻠﺒﺎت ﻗﺎﻧﻮﻧﻴﺔ وﺗﻨﻈﻴﻤﻴﺔ ذات اﻟﻌﻼﻗﺔ؛ -أ ّ
-ﻣﺘﻄﻠﺒﺎت ﻣﺎﻟﻴﺔ و ﺗﻨﻈﻴﻤﻴﺔ وﺗﺸﻐّﻴﻠﻴﺔ؛
-ﻣﺪﺧﻼت اﻟﻌﻤﻼء و اﻟﻤﻮﻇﻔﻴﻦ وأﻃﺮاف أﺧﺮى ذات ﻋﻼﻗﺔ.
ت اﻟﺠﻮدة وﺗﻨﺎول ﺷﻜﺎوي اﻟﻌﻤﻼء ﻣﺘﻮاﻓﻘﺔ ﻳﺠﺐ أن ﺗﻜﻮن ﺳﻴﺎﺳﺎ ُ
3.5اﻟﻤﺴﺆوﻟﻴﺔ واﻟﺼﻼﺣﻴﺔ
ن اﻹدارة اﻟﻌُﻠﻴﺎ ﻣﺴﺆوﻟﺔ ﺑﻤﺎ ﻳﻠﻲ:
ن َﺗﻜُﻮ َ
ﺐ َأ ْ
ﺠ ُ
َ 1.3.5ﻳ ِ
ل ﻣﺴﺆوﻟﻴﺘﻬﻢ آﺎﻟﺘﺎﻟﻲ:
3.3.5آﺬﻟﻚ ﻳﺠﺐ أن ﺗﺤﺪد ﻣﺴﺆوﻟﻴﺔ ﺑﻘﻴﺔ اﻟﻤﺪﻳﺮﻳﻦ اﻟﻤﺘﻮاﺻﻠﻴﻦ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎوى اﻟﻌﻤﻼء وﺿﻤﻦ ﻣﺠﺎ ِ
ن:
4.3.5ﻳﺠﺐ ﻋﻠﻰ ُآﻞّ اﻟﻤﻮﻇﻔﻴﻦ اﻟﺬﻳﻦ هﻢ ﺑِﺎﺗﺼﺎل ﻣَﻊ اﻟﻌﻤﻼء واﻟﻤﺸﺘﻜﻴﻦ َأ ْ
ن:
5.3.5ﻳﺠﺐ ﻋﻠﻰ ُآﻞّ اﻟﻤﻮﻇﻔﻴﻦ َأ ْ
َ -ﻳﻜُﻮﻧﻮا ﻣﺪرآﻴﻦ ﻷدوارِهﻢ وﻣﺴﺆوﻟﻴﺎﺗِﻬﻢ وﺳﻠﻄﺎﺗِﻬﻢ ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺎﻟﺸﻜﺎوى،
ت ﺗﻘﺪم ﻟﻠﻤﺸﺘﻜﻴﻦ،
ت ﺗﺘﺒﻊ وأي ﻣﻌﻠﻮﻣﺎ َِ -ﻳﻜُﻮﻧُﻮا ﻣﺪرآﻴﻦ إن اﻹﺟﺮاءا ِ
-و َﻳﻜُﻮﻧُﻮا ﻣﺪرآﻴﻦ إن أي ﺗﻘﺮﻳﺮ ﻟﻠﺸﻜﺎوى ﻳﻜﻮن ﻟﻪ ﺗﺄﺛﻴﺮ واﺿﺢ ﻋﻠﻰ اﻟﻤﻨﺸﺄة.
5
2.6اﻷهﺪاف
ن
ﻒ واﻟﻤﺴﺘﻮﻳﺎت اﻟﻤﺨﺘﻠﻔﺔ ﻟﻠﻤﻨﺸﺄة .وﻳﺠﺐ َأ ْ ﺐ ﻋﻠﻰ اﻹدارة اﻟﻌُﻠﻴﺎ اﻟﺘﺄآﺪ ﻣﻦ إن أهﺪاف ﺗﻨﺎول اﻟﺸﻜﺎوي ﻗﺪ ﺗﻢ إﻋﺪادهﺎ ﻟﻠﻮﻇﺎﺋ ِ ﺠ ُ
َﻳ ِ
ن ﺗﺮاﻗﺐ هﺬﻩ اﻷهﺪاف ﻓﻲ ﻓﺘﺮات ﻣﻨﺘﻈﻤﺔ ﺐ َأ ْﺠ ُ
س وﻣﺘّﻮاﻓﻘﺔ ﻣﻊ ﺳﻴﺎﺳ ًﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي و َﻳ ِ
ف ﺗﻨﺎول اﻟﺸﻜﺎوي ﻗﺎﺑﻠﺔ ﻟﻠﻘﻴﺎ َ ن أهﺪا ِ َﺗﻜُﻮ َ
آﻤﻌﺎﻳﻴﺮ أدا ِء ﻣُﻔﺼّﻠ ِﺔ.
3.6ﻧﺸﺎط
ت
ﻂ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي ﻣﻊ اﻟﻌﻤﻠﻴﺎ ِ
ﺐ ﻋﻠﻰ اﻹدارة اﻟﻌُﻠﻴﺎ اﻟﺘﺄآﺪ ﻣﻦ ﺗﻨﻔﻴﺬ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي وزِﻳﺎدة رﺿَﺎ اﻟﻌﻤﻼءَ .ﻗ ْﺪ ُﺗ ْﺮ َﺑ ُ ﺠ ُ
َﻳ ِ
ﻦ ﻧﻈﺎ ِم إدار ِة اﻟﺠﻮدة ﻟﻠﻤﻨﺸﺄة.
اﻷﺧﺮى ِﻣ ْ
4.6اﻟﻤﻮارد
ﻦ ﺳﻴﺮﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي ﺑﻔﻌﺎﻟﻴﺔ وآﻔﺎءة.
ﻳﺠﺐ ﻋﻠﻰ اﻹدارة اﻟﻌﻠﻴﺎ ﺗﻘﻴﻴﻢ اﻹﺣﺘﻴﺎﺟﺎت ﻣﻦ اﻟﻤﻮارد ﻟﺘﺰوﻳﺪهﺎ ﻟﻠﻤﻨﺸﺄة ﺣﺘﻰ ﺗﻀْﻤ َ
هﺬﻩ اﻹﺣﺘﻴﺎﺟﺎت ﻣﻦ اﻟﻤﻮارد ﺗﺘﻀﻤﻦ اﻟﻤﻮﻇﻔﻴﻦ واﻟﺘﺪرﻳﺐ واﻹﺟﺮاءات واﻟﺘﻮﺛﻴﻖ واﻟﺪﻋﻢ اﻟﻔﻨﻲ واﻟﻤﻮاد واﻷﺟﻬﺰة وأﺟﻬﺰة
ﺞ واﻟﺘﻤﻮﻳﻼت. ب واﻟﺒﺮاﻣ ِ
اﻟﺤﺎﺳﻮ ِ
2.7إﺳﺘﻘﺒﺎل اﻟﺸﻜﻮى
ﻋﻨﺪ رﻓﻊ اﻟﺸﻜﻮى اﻷوﻟﻴﺔ ﻳﺠﺐ أن ﺗﺴﺠّﻞ ﺑﺈﺳﻨﺎد اﻟﻤﻌﻠﻮﻣﺎت ورﻣﺰ اﻟﻤﻌﺮّف اﻟﻮﺣﻴﺪ .ﻳﺠﺐ أن ﻳﺤﺪدﺳﺠﻞ اﻟﺸﻜﻮى اﻷوﻟﻴﺔ اﻟﻌﻼج
ي ﻣﻌﻠﻮﻣﺎت أﺧﺮى ﺿﺮورﻳﺔ ﻟﻠﻤﻌﺎﻟﺠﺔ اﻟﻔ ّﻌﺎﻟﺔ ﻟﻠﺸﻜﻮى واﻟﺘﻲ ﺗﺘﻀﻤﻦ ﻣﺎ ﻳﻠﻲ: اﻟﻤﻄﻠﻮب ﻣﻦ ﻗﺒﻞ اﻟﻤﺸﺘﻜﻲ وأ ّ
-وﺻﻒ اﻟﺸﻜﻮى واﻟﺒﻴﺎﻧﺎت اﻟﻤﺴﺎﻧﺪة وذات اﻟﻌﻼﻗﺔ؛
-اﻟﻌﻼج اﻟﻤﻄﻠﻮب؛
-اﻟﻤﻨﺘﺠﺎت أواﻟﻤﻤﺎرﺳﺎت ذات اﻟﻌﻼﻗﺔ ﺑﺎﻟﻤﻨﺸﺄة اﻟﺘﻲ ﺗﻢ اﻹﻋﺘﺮاض ﻋﻠﻴﻬﺎ؛
-ﺗﺄرﻳﺦ اﻹﺳﺘﺤﻘﺎق ﻟﻠﺮدّ؛
-ﺑﻴﺎﻧﺎت ﻋﻠﻰ اﻟﻨﺎس واﻟﻘﺴﻢ واﻟﻔﺮع واﻟﻤﻨﺸﺄة واﻟﻘﻄﺎع
-أﺧﺬ إﺟﺮاء ﻓﻮري )إذا ﻟﺰم(.
ﻟﻠﺘﻮﺟﻴﻪ واﻹرﺷﺎد )أﻧﻈﺮ ﻣﻼﺣﻖ Bو.(D
3.7ﺗﺘﺒﻊ اﻟﺸﻜﻮى
ﻳﺠﺐ أن ﺗﺘﻌﻘّﺐ اﻟﺸﻜﻮى ﻣﻦ اﻹﺳﺘﻘﺒﺎل اﻷوﻟﻲ وﻣﻦ ﺧﻼل آﺎﻣﻞ اﻟﻌﻤﻠﻴﺔ واﻟﻰ ﻏﺎﻳﺔ رﺿﺎ اﻟﻤﺸﺘﻜﻲ أو وﺿﻊ اﻟﻘﺮار اﻟﻨﻬﺎﺋﻲ.
ﻳﺠﺐ أن ﻳﺘﻮﻓﺮ ﺗﺤﺪﻳﺚ ﺣﺎﻟﺔ اﻟﺸﻜﻮى ﻟﻠﻤﺸﺘﻜﻲ ﻋﻨﺪ اﻟﻄﻠﺐ وﻓﻲ ﻓﺘﺮات ﻣﻨﺘﻈﻤﺔ وﻋﻠﻰ اﻷﻗﻞ ﻗﺒﻞ وﻗﺖ اﻟﻤﻮاﻋﻴﺪ اﻟﻨﻬﺎﺋﻴﺔ .
4.7اﻹﻋﻼم ﻋﻦ اﻟﺸﻜﻮى
ﻳﺠﺐ ﻋﻨﺪ إﺳﺘﻘﺒﺎل أي ﺷﻜﻮى ان ﻳﺘﻢ إﻋﻼم اﻟﻤﺸﺘﻜﻲ ﻓﻮرا )ﻋﻠﻰ ﺳﺒﻴﻞ اﻟﻤﺜﺎل ﻋﻦ ﻃﺮﻳﻖ اﻟﺒﺮﻳﺪ أو اﻟﺒﺮﻳﺪ اﻹﻟﻜﺘﺮوﻧﻲ(.
6.7اﻟﺘﺤﺮي ﻣﻦ اﻟﺸﻜﺎوى
ﻞ اﻟﻈﺮوف واﻟﻤﻌﻠﻮﻣﺎت ذات اﻟﻌﻼﻗﺔ ﺑﺎﻟﺸﻜﻮى وآﺬﻟﻚ ﻳﺠﺐ أن ﻳﻜﻮن ﻣﺴﺘﻮى اﻟﺘﺤﺮي
ﻞ ﺟﻬﺪ ﻣﻌﻘﻮل ﻟﻠﺘﺤﺮّي ﻋﻦ آ ّﻳﺠﺐ وﺿﻊ آ ّ
ﺑﺎﻟﺘﺴﺎوي ﻣﻊ اﻟﺠﺪﻳﺔ وﺗﺮدد اﻟﺤﺪوث وﺷﺪّة اﻟﺸﻜﻮى.
6
7.7اﻟﺮد ﻋﻠﻰ اﻟﺸﻜﺎوى
ﺑﻌﺪ اﻟﺘﺤﺮي اﻟﻤﻼﺋﻢ ﻳﺠﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة أن ﺗﻌﺮض اﻟﺮد )أﻧﻈﺮ ﻣﻠﺤﻖ ،(Eﻋﻠﻰ ﺳﺒﻴﻞ اﻟﻤﺜﺎل :ﺻﺤّﺢ اﻟﻤﺸﻜﻠﺔ وإﻣﻨﻌﻬﺎ أن ﺗﺤﺪث
ﻞ ﻓﻮرى ﻟﻠﺸﻜﻮى ﻓﻴﺠﺐ أن ﻳﺘﻌﺎﻣﻞ ﻣﻌﻬﺎ ﺑﺈﺳﻠﻮب ﻳﺆدي إﻟﻰ ﻗﺮار ﻓﻌّﺎل وﺑﺄﺳﺮع ﻣﺎ ﻳﻤﻜﻦ
ﻓﻲ اﻟﻤﺴﺘﻘﺒﻞ وﻓﻲ ﺣﺎﻟﺔ ﻋﺪم وﺟﻮد ﺣ ّ
)أﻧﻈﺮ ﻣﻠﺤﻖ .(F
8.7إﺑﻼغ اﻟﻘﺮار
ن أي ﻗﺮار أو ﻋﻤﻞ ﻳﺆﺧﺬ ﺑﺨﺼﻮص اﻟﺸﻜﻮى وﻟﻪ ﻋﻼﻗﺔ ﺑﺎﻟﻤﺸﺘﻜﻲ أو اﻟﻤﻮﻇﻒ اﻟﻤﻌﻨﻲ ﻳﺠﺐ أن ﻳﺒﻠﻎ إﻟﻴﻬﻢ ﺣﻴﻦ ﺻﺪورﻩ أو ﺗﻢ
إّ
أﺗﺨﺎذﻩ.
9.7إﻏﻼق اﻟﺸﻜﻮى
إذا ﺗﻢ ﻗﺒﻮل اﻟﻘﺮار أو اﻟﻌﻤﻞ اﻟﻤﻘﺘﺮح ﻣﻦ ﻗﺒﻞ اﻟﻤﺸﺘﻜﻲ ﻳﺠﺐ أن ﻳﻨﻔّﺬ وﻳﺴﺠّﻞ.
إذا ﺗﻢ رﻓﺾ اﻟﻘﺮار أو اﻟﻌﻤﻞ اﻟﻤﻘﺘﺮح ﻣﻦ ﻗﺒﻞ اﻟﻤﺸﺘﻜﻲ ﻳﺠﺐ أن ﺗﺒﻘﻰ اﻟﺸﻜﻮى ﻣﻔﺘﻮﺣﺔ و ﻳﺠﺐ أن ﺗﺴﺠّﻞ آﺬﻟﻚ ﻳﺠﺐ إﻋﻼم
اﻟﻤﺸﺘﻜﻲ ﺑﺎﻟﻄﺮق اﻟﺒﺪﻳﻠﺔ ﺑﺎﻹﺳﺘﻌﺎﻧﺔ اﻟﺪاﺧﻠﻴﺔ واﻟﺨﺎرﺟﻴﺔ ان ﺗﻮﻓﺮت.
ﻞ اﻟﺨﻴﺎرات اﻟﺪاﺧﻠﻴﺔ واﻟﺨﺎرﺟﻴﺔ اﻟﻤﻌﻘﻮﻟﺔ ﻣﻦ اﻹﺳﺘﻌﺎﻧﺔ أو إرﺿﺎءﻳﺠﺐ أن ﺗﻮاﺻﻞ اﻟﻤﻨﺸﺄة ﻣﺮاﻗﺒﺔ ﺗﻘﺪّم اﻟﺸﻜﻮى ﺣﺘﻰ اﺳﺘﻨﺰاف آ ّ
اﻟﻤﺸﺘﻜﻲ.
8اﻟﺼﻴﺎﻧﺔ واﻟﺘﺤﺴﻴﻦ
1.8ﺗﺠﻤﻴﻊ اﻟﻤﻌﻠﻮﻣﺎت
ﻳﺠﺐ أن ﺗﺴﺠﻞ اﻟﻤﻨﺸﺄة أداء ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي وﺗﻄﺒﻴﻖ إﺟﺮاءات ﺗﺴﺠﻴﻞ اﻟﺸﻜﺎوى واﻟﺮدود وﻹﺳﺘﻌﻤﺎل هﺬﻩ اﻟﺴﺠﻼت ﻓﻲ
ي ﻣﻌﻠﻮﻣﺎت ﺷﺨﺼﻴﺔ وﻟﻀﻤﺎن ﺳﺮﻳّﺔ اﻟﻤﺸﺘﻜﻴﻦ .هﺬا وﻳﺠﺐ أن ﻳﺘﻀﻤّﻦ ﻣﺎ ﻳﻠﻲ :
ادارﺗﻬﻢ ﻟﺤﻤﺎﻳﺔ أ ّ
أ( ﺗﺤﺪﻳﺪ اﻟﺨﻄﻮات ﻟﻠﺘﻤﻴﻴﺰ واﻟﺘﺠﻤﻴﻊ واﻟﺘﺼﻨﻴﻒ واﻟﻤﺤﺎﻓﻈﺔ واﻟﺨﺰن واﻟﺘﺨﻠّﺺ ﻣﻦ اﻟﺴﺠﻼت؛
ب( ﺗﺴﺠﻴﻞ ﺗﻨﺎول اﻟﺸﻜﻮى واﻟﺤﻔﺎظ ﻋﻠﻰ اﻟﺴﺠﻼت واﻟﻌﻨﺎﻳﺔ ﻟﻠﺤﻔﺎظ ﻋﻠﻰ ﻣﺜﻞ هﺬﻩ اﻟﻤﻮاد آﻤﻠﻔﺎت إﻟﻜﺘﺮوﻧﻴﺔ وأﺟﻬﺰة إﻋﻼم
ﻣﺴﺠﻠﺔ ﻣﻐﻨﺎﻃﻴﺴﻴﺔ واﻟﺴﺠﻼت ﻓﻲ هﺬﻩ اﻷﺟﻬﺰة اﻹﻋﻼﻣﻴﺔ ﻳﻤﻜﻦ أن ﺗﻔﻘﺪ آﻨﺘﻴﺠﺔ ﻹﺳﺎءة اﻹﺳﺘﻌﻤﺎل أو اﻹزاﻟﺔ؛
ج( اﻟﺤﻔﺎظ ﻋﻠﻰ اﻟﺴﺠﻼت ﻣﻦ ﻧﻮع اﻟﺘﺪرﻳﺐ واﻟﻄﺮق اﻟﺘﻲ ﻳﻜﻮن اﻷﻓﺮاد ﻣﺸﺎرآﻮن ﻓﻲ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى واﻟﺘﻲ إﺳﺘﻠﻤﻮهﺎ
د( ﺗﺤﺪﻳﺪ ﻣﻌﺎﻳﻴﺮ اﻟﻤﻨﺸﺄة ﻟﻠﺮ ّد ﻋﻠﻰ اﻟﻄﻠﺒﺎت ﻟﻠﺘﻘﺪﻳﻢ اﻟﻘﻴﺎﺳﻲ واﻹرﺳﺎل اﻟﻘﻴﺎﺳﻲ ﻣﻦ ﻗﺒﻞ اﻟﻤﺸﺘﻜﻲ أو وآﻴﻠﻪ؛ وﻗﺪ ﺗﺘﻀﻤّﻦ ﺗﺤﺪﻳﺪ
اﻷوﻗﺎت و ﻧﻮع اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﻣﻦ اﻟﻤﻤﻜﻦ ﺗﺰوﻳﺪهﺎ ،ﻟﻤﻦ ؟ وﻓﻲ أي ﻧﻤﻮذج؛
ﻩ( ﺗﺤﺪﻳﺪ آﻴﻒ؟ وﻣﺘﻰ؟ ﻳﻤﻜﻦ آﺸﻒ اﻟﺒﻴﺎﻧﺎت اﻹﺣﺼﺎﺋﻴﺔ اﻟﻐﻴﺮ ﺷﺨﺼﻴﺔ إﻟﻰ اﻟﺠﻤﻬﻮر.
7
-ﻟﺘﻘﻴﻴﻢ اﻟﺘﻐﻴﻴﺮات اﻟﻤﺤﺘﻤﻠﺔ ﻓﻲ ﺳﻴﺎﺳﺔ وأهﺪاف ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى.
7.8اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ
ﻳﺠﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة أن ﺗﻮاﺻﻞ وﺑﺸﻜﻞ ﻣﺴﺘﻤﺮ ﻓﻌﺎﻟﻴﺔ وآﻔﺎءة ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى و آﻨﺘﻴﺠﺔ ﻟﺬﻟﻚ ﻳﻤﻜﻦ أن ﺗﺤﺴّﻦ اﻟﻤﻨﺸﺄة ﺟﻮدة
ﻣﻨﺘﺠﺎﺗﻬﺎ ﺑﺸﻜﻞ ﻣﺴﺘﻤﺮ .وﻳﺘﻢ إﻧﺠﺎز هﺬا ﻣﻦ ﺧﻼل اﻷﺟﺮاءات اﻟﺘﺼﺤﻴﺤﻴﺔ واﻟﻮﻗﺎﺋﻴﺔ واﻟﺘﺤﺴﻴﻨﺎت اﻹﺑﺪاﻋﻴﺔ .ﻳﺠﺐ أن ﺗﺘّﺨﺬ اﻟﻤﻨﺸﺄة
إﺟﺮاء ﻹزاﻟﺔ أﺳﺒﺎب اﻟﻤﺸﺎآﻞ اﻟﺤﺎﻟﻴﺔ واﻟﻤﺤﺘﻤﻠﺔ واﻟﺘﻲ ﺗﺆدّي إﻟﻰ ﺣﺼﻮل ﺷﻜﺎوى ﺣﺘﻰ ﺗﻤﻨﻊ ﺗﻜﺮارهﺎ وإﻣﻜﺎﻧﻴﺔ ﺣﺪوﺛﻬﺎ.
ﻳﺠﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة ﻣﺎﻳﻠﻲ:
-ﺗﺴﺘﻜﺸﻒ و ﺗﺤﺪد وﺗﻄﺒّﻖ أﻓﻀﻞ اﻟﻤﻤﺎرﺳﺎت ﻓﻲ ﺗﻨﺎول اﻟﺸﻜﺎوى،
-ﺗﺘﺒﻨّﻰ ﻣﻨﻬﺞ اﻟﺘﺮآﻴﺰ ﻋﻠﻰ اﻟﻌﻤﻴﻞ ﻓﻲ اﻟﻤﻨﺸﺄة،
-ﺗﺸﺠﻴﻊ اﻹﺑﺪاع واﻟﺘﻄﻮﻳﺮ ﻓﻲ ﻋﻤﻠﻴﺔ اﻟﺸﻜﺎوى ،و
-ﺗﻘﺪﻳﺮ اﻟﺴﻠﻮك اﻟﻨﻤﻮذﺟﻲ ﻟﺘﻨﺎول اﻟﺸﻜﺎوي.
ﻟﻠﺘﻮﺟﻴﻪ اﻹﺿﺎﻓﻲ ﻋﻦ ﻣﻨﻬﺞ ﻋﺎم ﻟﻠﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ ،اﻟﻤﻨﺸﺄة ﻗﺪ ﺗﺴﺘﻌﻴﻦ ﺑﻤﻠﺤﻖ Bﻷﻳﺰو .9004:2000
8
9
.
Annex B
(informative)
Guidance for small businesses
This International Standard is designed for organizations of all sizes. However it is recognized that many smaller
businesses will have limited resources to dedicate to setting up and maintaining a complaints-handling process.
This annex highlights key areas where they may focus their attention to achieve maximum effectiveness and
efficiency from a simple process.
The steps below identify key areas, with suggestions for action in each.
— Be open to complaints: have a simple sign on show, or a paragraph on company invoices, saying (see 4.2),
for example:
“Your satisfaction is important to us, please tell us if you are not satisfied — we'd like to put it right”.
— Resolve as soon as practically possible, or further investigate the complaint and then make a decision about
what to do about it, and act promptly (see 7.7).
— Give information to the customer about what you intend to do about the complaint, and evaluate the
customer's response. Is it likely that the action will satisfy the customer? If yes, then move rapidly to take the
action the customer reasonably expects, bearing in mind the best practices within your industry (s ee 7.8).
— When all possible has been done in your view to resolve the complaint, tell the customer and record the
outc ome. If the complaint is still not resolved to the customer's satisfaction, explain your decision and offer
any poss ible alternative actions (see 7.9).
— Review complaints regularly — a brief periodical review and a more intensive annual review — to establish
if there are any trends, or obvious things you could change or put right to stop complaints occurring, improve
customer service, or make cus tomers more satisfied! (see Annex B and complaints tracking in item 7 of
Annex D).
The above guidance is designed for eas y implementation. It may be valuable to visit other similar businesses,
perhaps not doing exactly the same, and see how they deal with customers' complaints. Valuable tips and
techniques to apply may often be found.
10
ISO 10002:2004(E)
Annex B
(informative)
The following is a sample form, containing the principal information whic h may aid a complainant to provide the
key details required by the organization to handle the complaint adequately.
1 Details of complainant
Name/organization __________________________________________________________________
Address __________________________________________________________________
Postal code, town __________________________________________________________________
Country __________________________________________________________________
Phone No. __________________________________________________________________
Fax No. __________________________________________________________________
E-Mail __________________________________________________________________
Details of person acting on behalf of complainant (if applicable)
______________________________________________________________________________________
Person to be contacted (if different from above)
______________________________________________________________________________________
2 Product description
Reference number of product/order (if known) _________________________________________________
Description _____________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
3 Problem encountered
Date of occurrence ______________________________________________________________________
Description _____________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
4 Remedy requested
yes no
______________________________________________________________________________________
______________________________________________________________________________________
5 Date, signature
Date ___________________________________ Signature ____________________________________
6 Enclosure
______________________________________________________________________________________
11
ISO 10002:2004(E)
Annex C
(informative)
Objectivity
C.1 General
The principles for objectivity in the complaints-handling process include the following.
a) Openness : well publicized, accessible and understood by those involved in a complaint. The process
should be clear and well publicized so that both personnel and complainants can follow them.
b) Impartiality : avoiding any bias in dealing with the complainant, the person complained against or the
organization. The process should be designed to protect the person complained against from any biased
treatment. Emphasis should be placed on solving the problem and not on assigning blame. If a c omplaint is
made about personnel, the investigation should be carried out independently.
c) Confidentiality : the process should be designed to protect the complainant's and customer's identity, as far
as is reasonably possible. This aspect is very important to avoid deterring possible complaints from people
who may be afraid that giving details could lead to inconvenience or discrimination.
d) Accessibility : the organization should allow the complainant access to the complaints-handling process at
any reasonable point or time. Information about the complaints process should be readily available in clear
language and in formats accessible to all complainants. When a complaint affects different supply chain
participants, a plan to coordinate a joint response should be made. The process should allow any
information arising from the complaints to be known by any suppliers of the organization that are concerned
by the complaint so that they are able to make improvements.
e) Completeness : finding out the relevant facts, talking to people from both sides involved in the complaint to
establish a common ground and verify explanations, whenever possible.
g) Sensitivity : each case should be considered on its merits, paying due care to individual differences and
needs.
Complaints-handling procedures should ensure that those complained against are treated objectively. This
implies
— informing them immediately and completely on any complaint about their performance,
— giving them the opportunity to explain the circumstances and allowing them appropriate support, and
— keeping them informed of the progress in the investigation of the complaint and the result.
It is vital that those against whom a complaint has been made are given full details of the complaint before they
are interviewed. However, confidentiality should be observed.
Personnel should be reassured that they are supported by the process. Personnel should be encouraged to
learn from the complaints-handling experience and to develop a better understanding of the complainant
perspectives.
12
ISO 10002:2004(E)
However, it is important that confidentiality is not used as an exc use to avoid dealing with a complaint.
Organizations should monitor the responses to complaints to ensure complaints are handled objectively.
Measures could include
— a regular monitoring (e.g. monthly) of resolved complaint cases selected at random, and
— surveys of complainants, asking them if they were treated in an objective manner.
13
ISO 10002:2004(E)
Annex D
(informative)
The following is a sample form (for internal use only), containing the principal information which may aid the
organiz ation in following up on a complaint.
other ________
Unique identifier code: ____________________________________________________________________
2 Details of complainant
See form for complainant.
3 Details of complaint
Reference number of complaint ___________________________________________________________
Relevant data on complaint ___________________________________________________________
Complaint referred by ___________________________________________________________
4 Problem encountered
Date of problem: ________________________________________________________________________
Recurrent problem yes no
Problem category
1 Product not delivered
2 Service not provided/partially provided
3 Delay in delivering product:
duration of delay ________________
4 Delay in providing service:
14
ISO 10002:2004(E)
20 Unjustified costs/billing
21 Terms of contract
22 Coverage of contract
23 Assessment of damage
24 Refusal to pay compensation
25 Inadequate compensation
26 Modification of contract
5 Complaint assessment
Evaluate the scope and severity of the actual and potential effects of the complaint:
Severity: _______________________________________________________________________________
______________________________________________________________________________________
Complexity:_____________________________________________________________________________
______________________________________________________________________________________
Impact: ________________________________________________________________________________
______________________________________________________________________________________
15
ISO 10002:2004(E)
6 Complaint resolution
Remedy requested yes no
Action to be taken
36 Delivery of the product
37 Repair/rework of the product
45 Information
46 Correction of assessment of damage
47 Payment of an indemnification in the sum of: ________________________________________
48 Reimbursement of a down payment in the amount of: _________________________________
49 Reimbursement of other payments effected in the amount of: ___________________________
50 Price rebate in the amount of: ____________________________________________________
51 Payment facilities
52 Apology
53 Other Action: _________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
7 Tracking complaint
Complaint assessment
Investigation of complaint
Resolution of complaint
Information to complainant
Correction
Correction verified
Complaint closed
16
ISO 10002:2004(E)
Annex E
(informative)
Responses
E.1 The organization's policy on the provision of responses may inc lude
— refunds,
— replacement,
— repair/rework,
— substitutes,
— technical assistance,
— information,
— referral,
— financial assistance,
— other assistance,
— compensation,
— apology,
— goodwill gift or token, and
17
ISO 10002:2004(E)
Annex F
(informative)
Escalation flowchart
18
ISO 10002:2004(E)
19
ISO 10002:2004(E)
Annex G
(informative)
Continual monitoring
G.1 General
This annex is a generic guide for effective and efficient c ontinual monitoring of the complaints-handling process.
The approach adopted should be appropriate to the type and size of the organization.
It is vital to ensure that those responsible for monitoring and reporting on the performance of the complaints-
handling process and for taking corrective ac tions are competent for this role.
The following are some of the types of responsibilities that can be considered.
— report to top management on the performance revealed during the complaints -handling process
reviews, s o that all necessary improvements can be made.
c) other managers involved in the complaints in the organization should ensure that
— adequate monitoring of the complaints-handling process is undertaken and recorded within their area of
responsibility,
— corrective action is taken and recorded within their area of responsibility, and
— adequate complaints-handling data are available for the top management review of the monitoring
process within their area of responsibility.
G.3.1 General
The organization should assess and monitor the performance of the complaints-handling process using a set of
predetermined criteria.
Organizational processes and products differ widely, as do the performance-monitoring criteria appropriate to
them. Organizations should develop performance-monitoring criteria relevant to their particular circumstances.
Examples are given in G.3.2.
20
ISO 10002:2004(E)
Examples of criteria that may be considered and included when monitoring the performance of the complaints-
handling process include the following:
— whether a complaints-handling policy and objectives has been established, maintained and made
appropriately available;
— whether personnel in contact with customers are authorized to resolve complaints on the spot;
— whether discretionary limits concerning responses have been set for personnel in contact with customers;
— the proportion of personnel trained in complaints handling who are in contact with customers;
— effectiveness and efficiency of the required corrective and preventive action processes, when appropriate.
The monitoring of data is important since it provides a direct indicator of complaints-handling performance.
Monitoring data may include the number or proportions of
— complaints received,
— repeat complaints or recurrent problems that have not been complained about, and
— objective data such as response times may show how well the process is working but may not provide
information about complainant satisfaction, and
— an increase in the number of complaints after the introduction of a new complaints-handling process may
reflect an effective process rather than a poor product.
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ISO 10002:2004(E)
Annex H
(informative)
Audit
The organization should continually improve the effectiveness and efficiency of its complaints-handling process.
For this reason, process performance and outcomes should be regularly monitored to identify and remove
causes of existing and potential problems, as well as to uncover any opportunities for improvement. The main
objective of a complaints-handling audit is to facilitate improvement by providing information on the performance
of the complaints-handling process against stated criteria. Such criteria may include various policies,
procedures and standards related to complaints handling.
When examining the performance of the complaints-handling process, the audit evaluates the extent to which
the process conforms to the stated criteria, as well as the suitability of the process to achieve objectives.
— the conformity of complaints-handling procedures with the organization's policy and objectives,
— the extent to which complaints-handling procedures are being followed,
The complaints-handling audit may be planned and conducted as part of the quality management system audit.
For more information on management system auditing, organizations should consult ISO 19011.
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Bibliography
[2] ISO 9004:2000, Quality management systems — Guidelines for performance improvements
[3] ISO 19011:2002, Guidelines for quality and/or environmental management systems auditing
[4] ISO/IEC Guide 71:2001, Guidelines for standards developers to address the needs of older persons
and persons with disabilities
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