Recently, I was doing research into quality metrics and methods of driving towards a great support center. The company I work for, 3M, is very heavily into ISO standards which tend to apply more towards manufacturing. There is, however, a standard called ISO 10002:2014 that aligns with the more traditional ISO 9001. As per the standard, this “provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.”
I reviewed the standard as well as many others, including ITIL CSI, Benchmark Portal’s Call Center standards, HDI guidelines, etc. The fact is, they are all very similar. The key is to have something that:
- Gives your team a standard to follow
- Allows your management to monitor & audit
- Has controls in place for long term success
If you have no less than these three things in place, you have a system that drives towards a system that improves quality and direction; a system that sets you up for long term success. Just be careful about not having too many.