COMPLAINT MANAGEMENT BASED ON GOST R ISO 10002–2020 PROVISIONS

The article discusses modern approaches to complaints management in food industry enterprises. The most common problems faced by organizations when processing complaints from consumers and other external stakeholders are identified. To improve this process, the authors propose methodological recommendations for the implementation of the provisions of the GOST R ISO 10002–2020 standard “Quality management. Customer satisfaction. Guidelines for complaints handling in organizations”. It was revealed that the use of specialized software in conjunction with the above-mentioned standard allows transforming complaints processing from an operational function into a strategic tool for improving the integrated management system, ensuring comprehensive compliance with the requirements of GOST R ISO 9001–2015 and GOST R ISO 22000–2019.