Doskonalenie procesu zarządzania reklamacjami w akredytowanym laboratorium badawczym
Improvement of the Process of Managing Complaints in Accredited Research Laboratory

Summary/Abstract: The purpose of the paper is to analyze the possibilities of improving process of managing complaints in accredited laboratories, based on ISO 10002 standard guidelines. Requirements of ISO/IEC 17025 standard regarding cooperation with clients and dealing with complaints are discussed in the paper. ISO/IEC 17025 standard does not contain detailed operational requirements to be fulfilled by a laboratory implementing and improving the process of handling complaints within its management system. For that reason, guidelines regarding planning, implementing, assessing and improving the process of dealing with complaints described in ISO 10002 standard were analyzed for the possibility of using them in the system of managing accredited laboratories. The paper also indicates activities that may be undertaken by an accredited laboratory in order to make the process of managing complaints more effective and perfected

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