Evaluation Of Application Of Guidelines Complaints Handling In Organizations According To Iso 10002:2018 :A Case Study At Baghdad Oil Training Institute

Abstract

This research aims to determine the availability of  ISO 10002:2018 guidelines in the complaints management and handling system at Baghdad Oil Training Institute. To reach accurate results, the research relied on the checklist as a tool for collecting data and used the tripartite scale in designing the checklist, in addition to conducting interviews during site visits and observations. The research relied on the case study approach and used the research mean and score of application, measuring the gap size, and the score of non-application when analyzing and arriving at the results. The research found that Baghdad Oil Training Institute applies the guidelines of the ISO10002:2018 standard at a rate of (25.5%), as the communications clause obtained the highest application score of (75%), while all of the clauses (receiving complaints and acknowledging them, monitoring and improving, preserving Records and documents, feedback to the organization, legal and regulatory compliance) with the lowest application score of (0). The most important conclusions are the high size of gap between the actual reality of Baghdad Oil Training Institute in managing and handling complaints and the guidelines of the standard (ISO 10002:2018). The research recommended developing a plan to implement the guidelines of ISO 10002:2018 standard to contribute to addressing customer complaints and improving and measuring their satisfaction.