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‫اﻟﻤﻮاﺻﻔﺔ اﻟﻘﻴﺎﺳﻴﺔ اﻟﺪوﻟﻴﺔ‬

‫أﻳﺰو ‪10002:2004‬‬

‫أﻹﺻﺪار أﻷول‬
‫‪2004-07-01‬‬

‫إدارة اﻟﺠﻮدة ‪ -‬رﺿﺎ اﻟﻌﻤﻴﻞ‪ -‬إرﺷﺎدات اﻟﺘﻌﺎﻣﻞ ﻣﻊ‬


‫اﻟﺸﻜﺎوى ﻓﻲ اﻟﻤﻨﺸﺄة‬

‫اﻟﻤﺤﺘﻮﻳﺎت‬
‫‪ -1‬ﻣﺠﺎل ‪3 ...................................................................................................................................................‬‬

‫‪ -2‬اﻟﻤﺮﺟﻊ اﻟﻘﻴﺎﺳﻲ ‪3 .......................................................................................................................................‬‬

‫‪ -3‬اﻟﻌﺒﺎرات واﻟﺘﻌﺎرﻳﻒ ‪3 ...................................................................................................................................‬‬

‫‪ 1.3‬اﻟﻤﺸﺘﻜﻲ ‪3 ............................................................................................................................................................................................‬‬

‫‪ 2.3‬اﻟﺸﻜﻮى ‪3 ..............................................................................................................................................................................................‬‬

‫‪ 3.3‬اﻟﻌﻤﻴﻞ ‪3 ................................................................................................................................................................................................‬‬

‫‪ 4.3‬رﺿﺎ اﻟﻌﻤﻴﻞ ‪3 ..........................................................................................................................................................................................‬‬

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‫‪ 5.3‬ﺧﺪﻣﺔ اﻟﻌﻤﻴﻞ ‪3 .........................................................................................................................................................................................‬‬

‫‪ 6.3‬اﻟﺘﻌﻠﻴﻘﺎت ‪3 .............................................................................................................................................................................................‬‬

‫‪ 7.3‬اﻟﻄﺮف اﻟﻤﻬﺘﻢ ‪3 .......................................................................................................................................................................................‬‬

‫‪ 8.3‬اﻟﻬﺪف ‪3 ................................................................................................................................................................................................‬‬

‫‪ 9.3‬اﻟﺴﻴﺎﺳﺔ ‪3 ..............................................................................................................................................................................................‬‬

‫‪ 10.3‬اﻟﻌﻤﻠﻴﺔ ‪3 ..............................................................................................................................................................................................‬‬

‫‪ 4‬ﻣﺒﺎدىء ﺗﻮﺟﻴﻬﻴﺔ ‪4 .......................................................................................................................................‬‬

‫‪ 1.4‬ﻣﺘﻄﻠﺒﺎت ﻋﺎﻣﺔ ‪4 ......................................................................................................................................................................................‬‬

‫‪ 2.4‬اﻟﺮؤﻳﺔ ‪4 ................................................................................................................................................................................................‬‬

‫‪ 3.4‬وﺻﻮل ‪4 ................................................................................................................................................................................................‬‬

‫‪ 4.4‬اﻟﺘﺠﺎوب ‪4 ..............................................................................................................................................................................................‬‬

‫‪ 5.4‬اﻟﻤﻮﺿﻮﻋﻴﺔ ‪4 .........................................................................................................................................................................................‬‬

‫‪ 6.4‬اﻟﺘﻜﺎﻟﻴﻒ ‪4 ..............................................................................................................................................................................................‬‬

‫‪ 7.4‬اﻟﺴﺮﻳّﺔ ‪4 ................................................................................................................................................................................................‬‬

‫‪ 8.4‬ﻣﻨﻬﺞ اﻹهﺘﻤﺎم ﺑﺎﻟﻌﻤﻴﻞ ‪4 .............................................................................................................................................................................‬‬

‫‪ 9.4‬اﻟﻤﺴﺆوﻟﻴﺔ ‪4 ...........................................................................................................................................................................................‬‬

‫‪ 10.4‬اﻟﺘﺤﺴﻴﻦ اﻟﻤﺴﺘﻤﺮ ‪4 ................................................................................................................................................................................‬‬

‫‪ 5‬اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﺸﻜﺎوى ‪4 ....................................................................................................................................‬‬

‫‪ 1.5‬إﻟﺘﺰام ‪4 ................................................................................................................................................................................................‬‬

‫‪ 2.5‬اﻟﺴﻴﺎﺳﺔ ‪5 .............................................................................................................................................................................................‬‬

‫‪ 3.5‬اﻟﻤﺴﺆوﻟﻴﺔ واﻟﺼﻼﺣﻴﺔ ‪5 ............................................................................................................................................................................‬‬

‫‪ 6‬اﻟﺘﺨﻄﻴﻂ واﻟﺘﺼﻤﻴ ِﻢ‪5 ......................................................................................................................................‬‬

‫‪ 1.6‬ﻋﺎم ‪5 ....................................................................................................................................................................................................‬‬

‫‪ 2.6‬اﻷهﺪاف ‪6 ..............................................................................................................................................................................................‬‬

‫‪ 3.6‬ﻧﺸﺎط ‪6 ..................................................................................................................................................................................................‬‬

‫‪ 4.6‬اﻟﻤﻮارد ‪6 ...............................................................................................................................................................................................‬‬

‫‪7‬ﻋﻤﻞ ﻋﻤﻠﻴ ِﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ‪6 .............................................................................................................................‬‬

‫‪ 1.7‬إﺗﺼﺎل ‪6 ................................................................................................................................................................................................‬‬

‫‪ 2.7‬إﺳﺘﻘﺒﺎل اﻟﺸﻜﻮى ‪6 ....................................................................................................................................................................................‬‬

‫‪ 3.7‬ﺗﺘﺒﻊ اﻟﺸﻜﻮى ‪6 ........................................................................................................................................................................................‬‬

‫‪ 4.7‬اﻹﻋﻼم ﻋﻦ اﻟﺸﻜﻮى ‪6 ..............................................................................................................................................................................‬‬

‫‪ 5.7‬ﺗﻘﻴﻴﻢ أوﻟﻲ ﻟﻠﺸﻜﻮى ‪6 ................................................................................................................................................................................‬‬

‫‪ 6.7‬اﻟﺘﺤﺮي ﻣﻦ اﻟﺸﻜﺎوى ‪6 ..............................................................................................................................................................................‬‬

‫‪ 7.7‬اﻟﺮد ﻋﻠﻰ اﻟﺸﻜﺎوى ‪7 .................................................................................................................................................................................‬‬

‫‪8.7‬إﺑﻼغ اﻟﻘﺮار ‪7 ..........................................................................................................................................................................................‬‬

‫‪ 9.7‬إﻏﻼق اﻟﺸﻜﻮى ‪7 .....................................................................................................................................................................................‬‬

‫‪ 8‬اﻟﺼﻴﺎﻧﺔ واﻟﺘﺤﺴﻴﻦ ‪7 ......................................................................................................................................‬‬

‫‪ 1.8‬ﺗﺠﻤﻴﻊ اﻟﻤﻌﻠﻮﻣﺎت‪7 ...................................................................................................................................................................................‬‬

‫‪ 2.8‬ﺗﺤﻠﻴﻞ وﺗﻘﻴﻴﻢ اﻟﺸﻜﺎوى ‪7 ............................................................................................................................................................................‬‬

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‫‪ -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 ِ‬

‫‪ 8.4‬ﻣﻨﻬﺞ اﻹهﺘﻤﺎم ﺑﺎﻟﻌﻤﻴﻞ‬


‫ن ﺗَﺒﺪي إﻟﺘﺰاﻣَﻬﺎ‬
‫ﺐ َأ ْ‬
‫ﺠ ُ‬
‫ت ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﺸﻜﺎوى‪ ،‬و َﻳ ِ‬
‫ن ﻣﻨﻔﺘﺤﺔ ﻋﻠﻰ اﻟﺘﻌﻠﻴﻘﺎ ِ‬
‫ن َﺗﻜُﻮ َ‬
‫ن ﺗَﺘﺒﻨّﻰ اﻟﻤﻨﺸﺄة ﻣﻨﻬﺞ اﻹهﺘﻤﺎم ﺑﺎﻟﻌﻤﻴﻞ وَأ ْ‬
‫ﺐ َأ ْ‬
‫ﺠ ُ‬
‫َﻳ ِ‬
‫ﻞ اﻟﺸﻜﺎوى ﺑﺎﻷﻓﻌﺎل‪.‬‬ ‫ﺤّ‬
‫ﻟَ‬

‫‪ 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 ِ‬

‫ف ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي ﺿﻤﻦ اﻟﻤﻨﺸﺄة؛‬ ‫ﻦ إﻋﺪاد اﻷهﺪا َ‬ ‫أ( ﺗﻀْﻤ ُ‬


‫ﻄﺒﱠﻘ ُﺔ وﻣﺤﺎﻓﻆ ﻋﻠﻴﻬﺎ وﺗﺘﺤﺴﻦ ﺑﺸﻜﻞ ﻣﺴﺘﻤﺮ ﺑﻤﻮﺟﺐ ﺳﻴﺎﺳﺔ‬ ‫ﺼﻤﱠﻤ ُﺔ و ُﻣ َ‬
‫ﺨﻄﱠﻄﺔ و ُﻣ َ‬
‫ﻦ أن ﺗﻜﻮن ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي ُﻣ َ‬ ‫ب( َﺗﻀْﻤ ُ‬
‫اﻟﻤﻨﺸﺄة ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ؛‬
‫ج( ﺗﺤﺪﻳﺪ وﺗﺨﺼﻴﺺ إﺣﺘﻴﺎﺟﺎت اﻹدار َة ﻣﻦ ﻣﻮارد و آﺬﻟﻚ ﺗﻀﻤﻦ ﻓﻌّﺎﻟﻴ ِﺔ وآﻔﺎءة ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى؛‬
‫د( ﺗﻀﻤﻦ رﻓﻊ اﻟﻮﻋﻲ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى واﻟﺤﺎﺟ َﺔ إﻟﻰ اﻟﺘﺮآﻴﺰ ﻋﻠﻰ اﻟﻌﻤﻴﻞ ﻓﻲ آﺎﻓﺔ أﻧﺤﺎء اﻟﻤﻨﺸﺄة؛‬
‫ف أﺧﺮى ذات ﻋﻼﻗﺔ وﺣﻴﺜﻤﺎ‬ ‫ت ﺣﻮل ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي إﻟﻰ اﻟﻌﻤﻼء او اﻟﻤﺸﺘﻜﻮن أو أﻃﺮا ُ‬ ‫ﻦ إن ﺗﺒﻠﻎ اﻟﻤﻌﻠﻮﻣﺎ ِ‬ ‫ﻩ( ﺗﻀْﻤ ُ‬
‫ﻳﻨﻄﺒﻖ واﻟﻮﺻﻮل إﻟﻴﻬﺎ ﺑﺴﻬﻮﻟﺔ )أﻧﻈﺮ ﻣﻠﺤﻘًﺎ ‪(C‬؛‬
‫ﻞ إدار ِة ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى وﺗُﺤﺪﻳﺪ وﺑﺸﻜﻞ واﺿﺢ ﻣﺴﺆوﻟﻴﺎﺗَﻪ وﺻﻼﺣﻴﺎﺗﻪ ﺑﻐﺾ اﻟﻨﻈﺮ ﻋﻦ ﻣﺴﺆوﻟﻴﺎﺗﻪ‬ ‫و( ﺗَﻌﻴﻴﻦ ﻣﻤﺜ َ‬
‫اﻷﺧﺮى آﻤﺎ ﺗﻢ ﺗﻮﺿﻴﺤﻪ ﻓﻲ اﻟﻔﻘﺮة ‪2.3.5‬‬

‫ﻞ إدار َِة ﻣﺴﺆوﻻ آﺎﻟﺘﺎﻟﻲ‪:‬‬


‫ﺐ أن ﻳﻜﻮن ﻣﻤﺜ َ‬
‫ﺠ ُ‬‫‪َ 2.3.5‬ﻳ ِ‬
‫أ( إﻋﺪاد ﻋﻤﻠﻴﺔ ﻟﻤﺮاﻗﺒﺔ اﻷدا ِء وﺗﻘﻴﻴﻤﻪ ورﻓﻊ اﻟﺘﻘﺎرﻳﺮ؛‬
‫ﻦ؛‬
‫ب( رﻓﻊ اﻟﺘﻘﺎرﻳﺮﻟﻺدارة اﻟﻌﻠﻴﺎ ﻋﻦ أداء ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي وأي إﺣﺘﻴﺎﺟﺎت ﻟﻠﺘﺤﺴﻴ ِ‬

‫ﻦ و اﻟﻤﺘﻄﻠﺒﺎت اﻟﺘﻘﻨﻴ ِﺔ‬


‫ج( اﻟﺤﻔﺎظ ﻋﻠﻰ ﻓﻌّﺎﻟﻴ َﺔ وآﻔﺎء َة ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﺑﻤﺎ ﻓﻲ ذﻟﻚ ﺗﻮﻇﻴﻒ و ﺗﺪرﻳﺐ اﻟﻤﻮﻇﻔﻴﻦ اﻟﻤﻼﺋﻤﻴ ِ‬
‫واﻟﺘﻮﺛﻴﻖ و وﺿﻊ اﻷهﺪاف وإﻧﺠﺎزهﺎ وﻣﺘﻄﻠﺒﺎت أﺧﺮى وﻣﺮاﺟﻌﺎت ﻟﻠﻌﻤﻠﻴﺔ‪,‬‬

‫ل ﻣﺴﺆوﻟﻴﺘﻬﻢ آﺎﻟﺘﺎﻟﻲ‪:‬‬
‫‪ 3.3.5‬آﺬﻟﻚ ﻳﺠﺐ أن ﺗﺤﺪد ﻣﺴﺆوﻟﻴﺔ ﺑﻘﻴﺔ اﻟﻤﺪﻳﺮﻳﻦ اﻟﻤﺘﻮاﺻﻠﻴﻦ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎوى اﻟﻌﻤﻼء وﺿﻤﻦ ﻣﺠﺎ ِ‬

‫ن ﺗﻄﺒﻴﻖ ﻋﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎوى اﻟﻌﻤﻼء ؛‬ ‫أ( ﺿْﻤﺎ ُ‬


‫ﻞ إدار ِة ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول ﺷﻜﺎوى اﻟﻌﻤﻼء؛‬
‫ب( اﻟﺘﻨﺴﻴﻖ ﻣﻊ ﻣﻤﺜ َ‬
‫ج( ﺿﻤﺎن رﻓﻊ اﻟﻮﻋﻲ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى واﻟﺤﺎﺟ َﺔ إﻟﻰ اﻟﺘﺮآﻴﺰ ﻋﻠﻰ اﻟﻌﻤﻴﻞ ؛‬
‫ت ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي؛‬ ‫ن اﻟﻮﺻﻮل ﺑﺴﻬﻮﻟﺔ إﻟﻰ ﻣﻌﻠﻮﻣﺎ ِ‬ ‫د( ﺿﻤﺎ ُ‬
‫ت ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺘﻨﺎول اﻟﺸﻜﺎوي‬ ‫ﻩ( رﻓﻊ ﺗﻘﺎرﻳﺮاﻹﺟﺮاءات واﻟﻘﺮارا ِ‬
‫و( ﺿﻤﺎن أن ﻣﺮاﻗﺒﺔ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي ﻗﺪ ﺗﻤﺖ وآﺬﻟﻚ اﻟﺴﺠﻼت؛‬
‫ﻞ وان اﻟﺴﺠﻼت ﻗﺪ ﺣﻔﻈﺖ ؛‬
‫ز( ﺿﻤﺎن إن اﻹﺟﺮاء اﻟﺬي ﺗﻢ أﺗﺨﺎذﻩ ﻟﺘﺼﺤﻴﺢ اﻟﻤﺸﻜﻞ َﻳﻤْﻨ ُﻊ ﺣْﺪو ُﺛﻪ ﻓﻲ اﻟﻤﺴﺘﻘﺒ ِ‬
‫ت ﺗﻨﺎول اﻟﺸﻜﺎوى ﺧﻼل ﻣﺮاﺟﻌ ِﺔ اﻹدارة اﻟﻌُﻠﻴﺎ‪.‬‬ ‫ك( ﺿﻤﺎن ﺗﻮﻓﺮ ﺑﻴﺎﻧﺎ ِ‬

‫ن‪:‬‬
‫‪ 4.3.5‬ﻳﺠﺐ ﻋﻠﻰ ُآﻞّ اﻟﻤﻮﻇﻔﻴﻦ اﻟﺬﻳﻦ هﻢ ﺑِﺎﺗﺼﺎل ﻣَﻊ اﻟﻌﻤﻼء واﻟﻤﺸﺘﻜﻴﻦ َأ ْ‬

‫ن ُﻣ َﺘ َﺪرّﺑًﺎ ﻋﻠﻰ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‪،‬‬


‫‪َ -‬ﻳﻜُﻮ ُ‬
‫ت اﻟﺘﻲ أﻗﺮﺗﻬﺎ اﻟﻤﻨﺸﺎة ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‪،‬‬
‫‪ -‬ﻳﻠﺒﻲ اﻟﻤﺘﻄﻠﺒﺎ ِ‬
‫‪ -‬اﻟﺘﻌﺎﻣﻞ ﻣﻊ اﻟﻌﻤﻼء ﺑﻄﺮﻳﻘ ٍﺔ ﻣﻬﺬّﺑﺔ واﻟﺮد ﻋﻠﻰ ﺷﻜﺎوﻳﻬﻢ ﻓﻮرًا أَو ﺗﻮﺟﻪ ﻟﻠﻔﺮ ِد اﻟﻤﻌﻨﻲ‬
‫‪ -‬إﻇﻬﺎرﻣﻬﺎرات ﺗﻮاﺻﻞ ﺟﻴﺪ ِة وﺷﺨﺼﻴ ِﺔ ﺟﻴﺪ ِة‪.‬‬

‫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.‬‬

‫‪ 6‬اﻟﺘﺨﻄﻴﻂ واﻟﺘﺼﻤﻴ ِﻢ‬


‫‪ 1.6‬ﻋﺎم‬
‫ﻂ وﺗُﺼ ّﻤ َﻢ ﻋﻤﻠﻴﺔ ﻓﻌّﺎﻟ َﺔ وآﻔﻮء َة ﻟﺘﻨﺎول اﻟﺸﻜﺎوى ﻟﻜﻲ َﺗﺰِﻳ َﺪ ﻣﻦ وﻻ َء ورﺿَﺎ اﻟﻌﻤﻼء‪ ،‬وأﻳﻀًﺎ ﻟﺘَﺤﺴﻴﻦ‬ ‫ﻄَ‬‫ن ﺗُﺨ ّ‬
‫ﻳﺠﺐ ﻋﻠﻰ اﻟﻤﻨﺸﺄة َأ ْ‬
‫ت اﻟ ُﻤﺘَﺮاﺑَﻄ ِﺔ واﻟﺘﻲ ﺗﻌﻤﻞ ﺑﺎﻧﺴﺠﺎم وذﻟﻚ ﺑﺈﺳﺘﺨﺪام‬
‫ﻞ ﻋﻠﻰ ﻣﺠﻤﻮﻋﺔ اﻟﻨﺸﺎﻃﺎ ِ‬ ‫ن َﺗﺸْﻤ َ‬‫ﺐ َأ ْ‬
‫ﺠ ُ‬
‫ت اﻟﻤﻘﺪﻣﺔ‪ .‬هﺬﻩ اﻟﻌﻤﻠﻴ ِﺔ َﻳ ِ‬ ‫ﺟﻮدة اﻟﻤُﻨﺘَﺠﺎ ِ‬
‫ﺐ ﻋﻠﻰ‬‫ﺠ ُ‬
‫ف‪َ .‬ﻳ ِ‬
‫ﻦ واﻟﻤﻌﻠﻮﻣﺎت واﻟﻤﻮارد اﻟﻤﺎﻟﻴﺔ واﻟﺒﻨﻴﺔ اﻟﺘﺤﺘﻴﺔ ﻟﻠ َﺘ َﻮاﻓُﻖ ﺳﻴﺎﺳ ًﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي وإﻧﺠﺎز اﻷهﺪا َ‬ ‫ﺨ َﺘﻠِﻔﻴ َ‬
‫ﻣﻮﻇﻔﻴﻦ ُﻣ ْ‬
‫ت اﻷﺧﺮى ﻓﻴﻤﺎ ﻳﺘﻌﻠﻖ ﺑﺘﻨﺎول اﻟﺸﻜﺎوى‪.‬‬ ‫ت اﻟﻤﻨﻈﻤﺎ ِ‬ ‫ن َﺗﺄْﺧ َﺬ ﻓﻲ اﻟﺤﺴﺒﺎن أﻓﻀﻞ ﻣﻤﺎرﺳﺎ ِ‬ ‫اﻟﻤﻨﺸﺄة َأ ْ‬

‫‪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 ِ‬

‫ﻞ اﻟﻤﻬﻤ َﺔ ﺟﺪًا ﻓﻲ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي‪.‬‬


‫اﻹﺧﺘﻴﺎر واﻟﺪﻋﻢ وﺗﺪرﻳﺐ اﻟﻤﻮﻇﻔﻴﻦ ﻳﻌﺘﺒﺮ ﻣﻦ اﻟﻌﻮاﻣ َ‬

‫‪7‬ﻋﻤﻞ ﻋﻤﻠﻴ ِﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‬


‫‪ 1.7‬إﺗﺼﺎل‬
‫ﻖ ﺑﻌﻤﻠﻴ ِﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﻣﺜﻞ اﻷدّﻟ ِﺔ واﻟﺪﻓﺎﺗﺮ أَو ﻣﻌﻠﻮﻣﺎت أﻟﻜﺘﺮوﻧﻴﺔ ﻣﺘﻮﻓﺮة ﺑﺴﻬﻮﻟﺔ ﻟﻠﻌﻤﻼء‬ ‫ﻳﺠﺐ أن ﺗﻜﻮن اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﻲ ﺗَﺘﻌﻠّ ُ‬
‫ل‬
‫ن ﺗُﺰ ّو َد ﺑﻠﻐ ِﺔ واﺿﺤ ِﺔ وﺑﻘﺪر ﻣﺎ ﻣﻌﻘﻮﻟﺔ وﻓﻲ ﺻﻴ ِﻎ ﻳﺴﻬﻞ اﻟﻮﺻﻮ ِ‬‫ﺐ َأ ْ‬
‫ﺠ ُ‬‫ت َﻳ ِ‬
‫واﻟﻤﺸﺘﻜﻮن وأﻃﺮاف ﻣﻬﺘﻤّﺔ أﺧﺮى‪ .‬ﻣﺜﻞ هﺬﻩ اﻟﻤﻌﻠﻮﻣﺎ ِ‬
‫ت‪:‬‬
‫ﻞ ﻟﻜﻲ ﻻ ﻳﻨﺸﺄ ﺿﺮر ﻟﻠﻤﺸﺘﻜﻴﻦ ‪ .‬أﻣﺜﻠ ُﺔ ﻟﻬﺬﻩ اﻟﻤﻌﻠﻮﻣﺎ ِ‬ ‫إﻟﻴﻬﺎ ﻣﻦ اﻟ ُﻜ ّ‬
‫‪ -‬أﻳﻦ ﺗﻘﻊ ﺷﻜﺎوى ؛‬
‫‪ -‬آﻴﻒ ﺗﻘﻊ اﻟﺸﻜﺎوى؛؛‬
‫‪ -‬اﻟﻤﻌﻠﻮﻣﺎت اﻟّﺘﻲ ﺳﺘﺰوّد ﻣﻦ ﻗﺒﻞ اﻟﻤﺸﺘﻜﻲ )ﺗﺮى ﻣﻠﺤﻘﺎ ‪(B‬؛‬
‫‪ -‬ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى؛‬
‫‪ -‬إرﺗﺒﺎط ﻓﺘﺮات اﻟﺰﻣﻨﻴﺔ ﺑﺎﻟﻤﺮاﺣﻞ اﻟﻤﺨﺘﻠﻔﺔ ﻓﻲ اﻟﻌﻤﻠﻴﺔ؛‬
‫‪ -‬ﺧﻴﺎرات اﻟﻤﺸﺘﻜﻲ ﻟﻠﻌﻼج ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﻮﺳﺎﺋﻞ اﻟﺨﺎرﺟﻴﺔ )أﻧﻈﺮ ‪(7.9‬؛‬
‫‪ -‬آﻴﻒ ﻳﻤﻜﻦ ﻟﻠﻤﺸﺘﻜﻲ اﻟﺤﺼﻮل ﻋﻠﻰ ﺟﻮاب او رد ﻋﻦ ﺣﺎﻟﺔ اﻟﺸﻜﻮى‪.‬‬

‫‪ 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(‪.‬‬

‫‪ 5.7‬ﺗﻘﻴﻴﻢ أوﻟﻲ ﻟﻠﺸﻜﻮى‬


‫ﺑﻌﺪ اﺳﺘﻘﺒﺎل أي ﺷﻜﻮى ﻳﺠﺐ أن ﻳﺘﻢ ﺗﻘﻴﻴﻢ أوﻟﻲ ﺑﺈﻋﺘﻤﺎد اﻟﻤﻌﺎﻳﻴﺮ ﻣﺜﻞ اﻟﺸﺪّة واﻟﺴﻼﻣﺔ واﻟﺘﻌﻘﻴﺪ واﻟﺘﺄﺛﻴﺮ واﻟﺤﺎﺟﺔ إﻟﻰ إﺟﺮاء اﻟﻔﻮري‪.‬‬

‫‪ 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.‬‬

‫‪ 2.8‬ﺗﺤﻠﻴﻞ وﺗﻘﻴﻴﻢ اﻟﺸﻜﺎوى‬


‫ﻞ اﻟﺸﻜﺎوي وﺑﻌﺪ ذﻟﻚ ﻳﺘﻢ ﺗﺤﻠﻴﻠﻬﺎ ﻟﺘﺤﺪﻳﺪ وﺑﺼﻔﺔ ﺁﻟﻴﺔ ﺗﻜﺮار اﻟﻤﺸﺎآﻞ ﺣﺘﻰ ﻣﺴﺎﻋﺪة اﻟﻤﻨﺸﺄة ﻋﻠﻰ إزاﻟﺔ اﻷﺳﺒﺎب‬
‫ﻳﺠﺐ أن ﺗﺼﻨّﻒ آ ّ‬
‫ﻟﻠﺸﻜﺎوى‪.‬‬

‫‪ 3.8‬اﻟﺮﺿﺎ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‬


‫ﻳﺠﺐ أن ﻳﻜﻮن ﻋﻤﻼ ﻣﻨﺘﻈﻤﺎ ﻟﺘﺤﺪﻳﺪ ﻣﺴﺘﻮﻳﺎت رﺿﺎ اﻟﻤﺸﺘﻜﻴﻦ ﺑﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‪ .‬وهﺬا ﻗﺪ ﻳﻜﻮن ﻋﻠﻰ ﺷﻜﻞ إﺳﺘﻄﻼﻋﺎت‬
‫ﻋﺸﻮاﺋﻴﺔ ﻟﻠﻤﺸﺘﻜﻴﻦ وﺑﻄﺮق أﺧﺮى‪.‬‬
‫ﻣﻼﺣﻈﺔ‪ :‬واﺣﺪة ﻣﻦ ﻃﺮق ﺗﺤﺴﻴﻦ رﺿﺎ اﻟﻌﻤﻼء ﻓﻲ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﺗﺘﻢ ﻋﻦ ﻃﺮﻳﻖ ﺗﺸﺨﻴﺺ إﺗﺼﺎل اﻟﻤﻨﺸﺄة ﺑﺎﻟﻤﺸﺘﻜﻲ‪.‬‬

‫‪ 4.8‬ﻣﺮاﻗﺒﺔ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‬


‫ﻳﺠﺐ اﻟﻘﻴﺎم ﺑﺎﻟﻤﺮاﻗﺒﺔ اﻟﻤﺴﺘﻤﺮة ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى واﻟﻤﻮارد اﻟﻤﻄﻠﻮﺑﺔ )ﺑﻤﺎ ﻓﻲ ذﻟﻚ اﻟﻤﻮﻇﻔﻴﻦ( وﺗﺠﻤﻴﻊ اﻟﺒﻴﺎﻧﺎت‪.‬‬
‫ﻳﺠﺐ أن ﻳﻘﺎس أداء ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﻃﺒﻘﺎ ﻟﻠﻤﻌﺎﻳﻴﺮ اﻟﻤﺤﺪّدة ﻣﺴﺒﻘﺎ )أﻧﻈﺮ اﻟﻤﻠﺤﻖ ‪.(G‬‬

‫‪ 5.8‬اﻟﺘﺪﻗﻴﻖ ﻋﻠﻰ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي‬


‫ﻳﺠﺐ ﻋﻠﻰ اﻟﻤﻨﻈﻤﺔ أن ﺗﻘﻮم ﺑﺈﻧﺘﻈﺎم ﺑﺎﻟﺘﺪﻗﻴﻖ ﻟﻜﻲ ﻳﻘﻴّﻢ أداء ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي‪ .‬ﻳﺠﺐ أن ﺗﺰوّدﻧﺎ ﻋﻤﻠﻴﺔ اﻟﺘﺪﻗﻴﻖ ﺑﺎﻟﻤﻌﻠﻮﻣﺎت‬
‫اﻟﺘﺎﻟﻴﺔ ‪:‬‬
‫‪ -‬ﻣﻄﺎﺑﻘﺔ اﻟﻌﻤﻞ ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي و‬
‫‪ -‬ﻣﻼﺋﻤﺔ ﻋﻤﻠﻴﺔ إﻧﺠﺎز اﻷهﺪاف ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوي‪.‬‬
‫ﻣﻦ اﻟﻤﻤﻜﻦ ان ﻳﺘﻢ اﻟﺘﺪﻗﻴﻖ ﻋﻠﻰ ﺗﻨﺎول اﻟﺸﻜﺎوى آﺠﺰء ﻣﻦ ﺗﺪﻗﻴﻖ ﻧﻈﺎم اﻹدارة اﻟﺠﻮدة وﻋﻠﻰ ﺳﺒﻴﻞ اﻟﻤﺜﺎل ﺑﻤﻮﺟﺐ ﺁﻳﺰو ‪.19011‬‬
‫ﻳﺠﺐ أن ﺗﺆﺧﺬ ﻧﺘﺎﺋﺞ اﻟﺘﺪﻗﻴﻖ ﻓﻲ اﻟﺤﺴﺒﺎن ﻋﻨﺪ ﻣﺮاﺟﻌﺔ اﻹدارة ﻟﺘﺤﺪﻳﺪ اﻟﻤﺸﺎآﻞ وإدﺧﺎل اﻟﺘﺤﺴﻴﻨﺎت ﻓﻲ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ‪.‬‬
‫آﺬﻟﻚ ﻳﺠﺐ أن ﻳﻨﻔّﺬ اﻟﺘﺪﻗﻴﻖ ﻣﻦ ﻗﺒﻞ أﻓﺮاد ﻣﺆهّﻠﻴﻦ وﻣﺴﺘﻘﻠﻴﻦ ﻋﻦ اﻟﻨﺸﺎط اﻟﺬي ﻳﺪﻗﻖ ﻋﻠﻴﻪ‪ .‬اﻟﺘﻮﺟﻴﻪ ﻹﺟﺮاء اﻟﺘﺪﻗﻴﻖ أﻧﻈﺮ اﻟﻤﻠﺤﻖ ‪H‬‬
‫‪.‬‬

‫‪ 6.8‬ﻣﺮاﺟﻌﺔ إدارة ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‬


‫‪ 1.6.8‬ﻳﺠﺐ ﻋﻠﻰ اﻹدارة اﻟﻌﻠﻴﺎ ﻟﻠﻤﻨﺸﺄة أن ﺗﺮاﺟﻊ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﻋﻠﻰ أﺳﺎس ﻣﻨﺘﻈﻢ‪:‬‬
‫‪ -‬ﻟﻀﻤﺎن ﻣﻼﺋﻤﺘﻪ اﻟﻤﺴﺘﻤﺮة وﻓﺎﻋﻠﻴﺘﻪ وﺗﺄﺛﻴﺮﻩ وآﻔﺎءﺗﻪ‪،‬‬
‫‪ -‬ﻟﺘﺤﺪﻳﺪ واﻟﻘﻴﺎم ﺑﻤﺮاﺟﻌﺔ ﺣﺎﻻت ﻋﺪم ﻣﻄﺎﺑﻘﺔ واﻟﺘﻲ ﺗﺨﺺ اﻟﺼﺤﺔ واﻟﺴﻼﻣﺔ واﻟﺒﻴﺌﺔ واﻟﻌﻤﻴﻞ واﻟﻤﺘﻄﻠﺒﺎت اﻟﻘﺎﻧﻮﻧﻴﺔ وﻏﻴﺮهﺎ‪،‬‬
‫‪ -‬ﻟﺤﺪﻳﺪ وﺗﺼﺤﻴﺢ ﻧﻘﺎﺋﺺ اﻟﻤﻨﺘﺞ‪،‬‬
‫‪ -‬ﻟﺘﺤﺪﻳﺪ وﺗﺼﺤﻴﺢ ﻧﻘﺎﺋﺺ اﻟﻌﻤﻠﻴﺔ‪،‬‬
‫‪ -‬ﻟﺘﻘﻴﻴﻢ ﻓﺮص اﻟﺘﺤﺴﻴﻦ واﻟﺤﺎﺟﺔ ﻟﺘﻐﻴﻴﺮ ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى وآﺬﻟﻚ اﻟﻤﻨﺘﺠﺎت اﻟﻤﻌﺮوﺿﺔ و‬

‫‪7‬‬
‫‪ -‬ﻟﺘﻘﻴﻴﻢ اﻟﺘﻐﻴﻴﺮات اﻟﻤﺤﺘﻤﻠﺔ ﻓﻲ ﺳﻴﺎﺳﺔ وأهﺪاف ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى‪.‬‬

‫‪ 2.6.8‬ﻳﺠﺐ أن ﺗﺘﻀﻤّﻦ ﻣﺪﺧﻼت ﻣﺮاﺟﻌﺔ اﻹدارة اﻟﻤﻌﻠﻮﻣﺎت اﻟﺘﺎﻟﻴﺔ‪:‬‬


‫‪ -‬اﻟﻌﻮاﻣﻞ اﻟﺪاﺧﻠﻴﺔ ﻣﺜﻞ اﻟﺘﻐﻴﻴﺮات ﻓﻲ اﻟﺴﻴﺎﺳﺔ واﻷهﺪاف واﻟﻬﻴﻜﻞ اﻟﺘﻨﻈﻴﻤﻲ واﻟﻤﻮارد اﻟﻤﺘﻮﻓﺮة واﻟﻤﻨﺘﺠﺎت اﻟﺘﻲ ﺗﻢ ﻋﺮﺿﻬﺎ‬
‫أوﺗﺰوّﻳﺪهﺎ‪،‬‬
‫‪ -‬ﻋﻮاﻣﻞ ﺧﺎرﺟﻴﺔ ﻣﺜﻞ اﻟﺘﻐﻴﻴﺮات ﻓﻲ اﻟﺘﺸﺮﻳﻊ واﻟﻤﻤﺎرﺳﺎت اﻟﺘﻨﺎﻓﺴﻴﺔ أو إﺑﺪاع اﻟﺘﻘﻨﻲ‪،‬‬
‫‪ -‬اﻷداء اﻟﻌﺎ ّم ﻟﻌﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ﺑﻤﺎ ﻓﻲ ذﻟﻚ أﺳﺘﺒﻴﺎن رﺿﺎ اﻟﻌﻤﻴﻞ و ﻧﺘﺎﺋﺞ اﻟﻤﺮاﻗﺒﺔ اﻟﻤﺴﺘﻤﺮة ﻟﻠﻌﻤﻠﻴﺔ‪،‬‬
‫‪ -‬ﻧﺘﺎﺋﺞ اﻟﺘﺪﻗﻴﻖ‪،‬‬
‫‪ -‬ﻣﻮﻗﻒ اﻷﻓﻌﺎل اﻟﺘﺼﺤﻴﺤﻴﺔ واﻟﻮﻗﺎﺋﻴﺔ‪،‬‬
‫‪ -‬ﻣﺘﺎﺑﻌﺔ أﻓﻌﺎل ﻧﺎﺷﺌﺔ ﻣﻦ ﻣﺮاﺟﻌﺎت اﻹدارة اﻟﺴﺎﺑﻘﺔ‪ ،‬و‬
‫‪ -‬ﺗﻮﺻﻴﺎت ﻟﻠﺘﺤﺴﻴﻦ‪.‬‬

‫‪ 3.6.8‬ﻳﺠﺐ أن ﻳﺘﻀﻤّﻦ ﻣﺨﺮﺟﺎت ﻣﺮاﺟﻌﺔ اﻹدارة ‪:‬‬


‫‪ -‬ﻗﺮارات وأﻓﻌﺎل ﺗﺘﻌﻠّﻖ ﺑﺘﺤﺴﻴﻦ وﻓﻌﺎﻟﻴﺔ وآﻔﺎءة ﻋﻤﻠﻴﺔ ﺗﻨﺎول اﻟﺸﻜﺎوى ‪،‬‬
‫‪ -‬إﻗﺘﺮاﺣﺎت ﻷﺟﻞ ﺗﺤﺴﻴﻦ اﻟﻤﻨﺘﺞ‪ ،‬و‬
‫‪ -‬ﻗﺮارات وأﻓﻌﺎل ﺗﺘﻌﻠﻖ ﺑﺘﺤﺪﻳﺪ اﻹﺣﺘﻴﺎﺟﺎت ﻟﻠﻤﻮارد )وﻣﺜﺎل ﻋﻠﻰ ذﻟﻚ‪ :‬ﺑﺮاﻣﺞ ﺗﺪرﻳﺒﻴﺔ(‪.‬‬
‫ﻳﺠﺐ اﻟﺤﻔﺎظ ﻋﻠﻰ ﺳﺠﻼت ﻣﺮاﺟﻌﺔ اﻹدارة وآﺬﻟﻚ أﺳﺘﻌﻤﺎﻟﻬﺎ ﻟﺘﺤﺪﻳﺪ ﻓﺮص اﻟﺘﺤﺴﻴﻦ‪.‬‬

‫‪ 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”.

— Collect and record complaints (see Annex B and Annex D).


— Acknowledge your receipt of the complaint to the complainant if it is not received in person (a phone call or
e-mail is sufficient) (s ee 7.4).
— Assess the complaint for validity, possible impact and who is the best person to deal with it (see 7.5).

— 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)

Form for complainant

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

List of enclosed documents


______________________________________________________________________________________

______________________________________________________________________________________

© ISO 2004 – All rights reserved 11

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.

f) Equitability : giving equal treatment to all people.

g) Sensitivity : each case should be considered on its merits, paying due care to individual differences and
needs.

C.2 Objectivity for personnel

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.

C.3 Separating complaints-handling procedures from disciplinary procedures

Complaints-handling procedures should be separated from disciplinary procedures.

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C.4 Confident iality

In addition to ensuring complainant confidentiality, the complaints-handling proces s should ensure


confidentiality in the case of complaints against personnel. The details of such complaints should be known only
by those directly concerned.

However, it is important that confidentiality is not used as an exc use to avoid dealing with a complaint.

C.5 Objectivity monitoring

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.

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ISO 10002:2004(E)

Annex D
(informative)

Complaint follow-up form

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.

1 Details of complaint receipt


Date of complaint: ___________________________________________________________
Time of complaint: ___________________________________________________________
Name of recipient: ___________________________________________________________
Complaint medium: phone e-mail internet personally postal mail

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:

duration of delay ________________


5 Defective product
6 Poor service:
details ________________________
______________________________
______________________________
7 Product not in conformity with order

8 Products not ordered


9 Damage suffered

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ISO 10002:2004(E)

10 Refusal to honour the guarantee


11 Refusal to sell
12 Refusal to provide service

13 Commercial practices/sales methods


14 Incorrect information
15 Inadequate information
16 Payment arrangements
17 Price
18 Price increase
19 Supplementary charges

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

27 Poor performance of contract


28 Cancellation/rescission of contract
29 Cancellation of service
30 Loan reimbursement
31 Interest demanded
32 Failure to honour commitments
33 Incorrect invoicing

34 Undue delay in dealing with a complaint


35 Other type of problem: _________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
Additional information: ____________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________

5 Complaint assessment

Evaluate the scope and severity of the actual and potential effects of the complaint:
Severity: _______________________________________________________________________________
______________________________________________________________________________________
Complexity:_____________________________________________________________________________
______________________________________________________________________________________
Impact: ________________________________________________________________________________
______________________________________________________________________________________

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ISO 10002:2004(E)

Need for immediate action yes no

Availability of immediate action yes no


Likelihood of compensation yes no

6 Complaint resolution
Remedy requested yes no
Action to be taken
36 Delivery of the product
37 Repair/rework of the product

38 Exchange of the product


39 Cancellation of sale
40 Enforcement of the guarantee
41 Honouring of commitments
42 Conclusion of a contract
43 Cancellation/rescission of contract
44 Cancellation of invoice

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

Action taken Date Name Remarks

Complaint acknowledged to complainant

Complaint assessment

Investigation of complaint

Resolution of complaint

Information to complainant

Correction
Correction verified

Complaint closed

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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

— indication of changes in products, process, policy or procedure arising from complaints.

E.2 Issues to be cons idered may include


— addressing all aspects of the complaint,

— following-up where appropriate,


— whether it is appropriate to offer remedies to others who may have suffered in the same way as the
complainant but did not make a formal complaint,
— level of authority for the various res ponses, and

— dissemination of the information to the relevant personnel.

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ISO 10002:2004(E)

Annex F
(informative)

Escalation flowchart

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ISO 10002:2004(E)

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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.

G.2 Management responsibility

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.

a) Top management should

— define the monitoring objectives,

— define the monitoring responsibilities,

— conduct reviews of the monitoring process, and

— ensure that improvements are implemented.

b) the complaints-handling management representative should

— establish a process of performance monitoring, evaluation and reporting, and

— 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 Performance measurement and monitoring

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.

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ISO 10002:2004(E)

G.3.2 Performance-monitoring criteria

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;

— personnel perception of the top management commitment to complaints handling;

— whether responsibilities for complaints handling have been appropriately assigned;

— 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;

— whether personnel specialized in complaints handling have been appointed;

— the proportion of personnel trained in complaints handling who are in contact with customers;

— the effectiveness and efficiency of complaints-handling training;

— the number of suggestions from personnel to improve complaints handling;

— attitude of personnel to complaints handling;

— frequency of complaints-handling audits or management reviews;

— time taken to implement recommendations from complaints-handling audits or management reviews;

— time taken to respond to complainants;

— degree of complainant satisfaction;

— effectiveness and efficiency of the required corrective and preventive action processes, when appropriate.

G.3.3 Monitoring data

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,

— complaints resolved at the point at which they are made,

— complaints incorrectly prioritized,

— complaints acknowledged after agreed time,

— complaints resolved after agreed time,

— complaints referred to external methods of resolution (see 7.9),

— repeat complaints or recurrent problems that have not been complained about, and

— improvements in procedures due to complaints.

Careful attention should be exercized in data interpretation because

— 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.

For example, an audit can be implemented to asses s

— the conformity of complaints-handling procedures with the organization's policy and objectives,
— the extent to which complaints-handling procedures are being followed,

— the ability of the existing complaints-handling process to achieve objectives,


— strengths and weaknesses of the complaints-handling process, and

— opportunities for improvement in the complaints-handling process and its outcomes.

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

[1] ISO 9001:2000, Quality management systems — Requirements

[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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© ISO 2004 – All rights reserved

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