ISO 27001 (formally known as ISO/IEC 27001:2005) is a specification for an information security management system (ISMS). An ISMS is a framework of policies and procedures that includes all legal, physical and technical controls involved in an organisation’s information risk management processes.According to its documentation, ISO 27001 was developed to “provide a model for establishing, implementing, operating, monitoring, reviewing, maintaining and improving an information security management system.” ISO 27001 defines how to organize information security in any kind of organisation, profit or non-profit, private or state-owned, small or large. It is safe to say that this standard is the foundation of information security management. ISO 27001 is for information security the same thing that ISO 9001 is for quality – it is a standard written by the world’s best experts in the field of information security and aims to provide a methodology for the implementation of information security in an organisation. It also enables an organisation to get certified, which means that an independent certification body has confirmed that information security has been implemented in the best possible way in the organization. Given the importance of ISO 27001, many legislatures have taken this standard as a basis for drawing up different regulations in the field of personal data protection, protection of confidential information, protection of information systems, management of operational risks in financial institutions, etc.
ISO 10002 is the Customer Satisfaction and Complaints Handling Standard. Manage customer complaints effectively and you’ll have more chance of meeting their expectations as well. And you can quickly turn customer complaints into customer satisfaction instead – especially when you view complaints as an opportunity to improve what you do and how you do it. ISO 10002 can help you to achieve this whatever the size or nature of your business. The customer complaints management system is a basic but essential requirement for any business – especially businesses that want to become and remain successful.Customers expect more and more from the service you provide. And your competitors are working harder to meet these expectations. You can too with ISO 10002, the international standard for customer satisfaction. It provides you with guidelines for putting in place your own complaints management system – helping you to identify complaints, their cause and how to eliminate them. ISO 10002 will also allow you to identify areas in your business where you can improve and eventually remove the cause of complaints. The standard outlines management controls and processes that help you to handle customer complaints more effectively and efficiently – making sure that more customers are satisfied with the service you provide. Benefits of customer complaints management: What are the benefits of customer complaint management?
EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. It was approved by CEN (European Committee for Standardization) on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations.
Desmer fully adopted internationally accepted quality and data security standards.
ISO (International Organization for Standardization) is the world’s largest developer of voluntary International Standards. International Standards give state of the art specifications for products, services and good practice, helping to make industry more efficient and effective. Developed through global consensus, they help to break down barriers to international trade. ISO develops International Standards. We were founded in 1947, and since then have published more than 19 500 International Standards covering almost all aspects of technology and business. From food safety to computers, and agriculture to healthcare, ISO International Standards impact all our lives. Today ISO has members from 162 countries and 3 368 technical bodies to take care of standard development. More than 150 people work full time for ISO’s Central Secretariat in Geneva, Switzerland.