The audits made by TÜRCERT and similar certification companies are defined as 3rd party audits (See ISO 19011). ISO 10002: 2004 Certification of the companies that have established and implemented CRM-Customer Satisfaction Management System can be realized after the following stages:
1. OFFER STAGE: The companies who want to be certified as having established the system first get price quotation from the certification firms. Certification firms determine their prices according to the number of personnel working in the firm to be certified and the design conditions within the scope of the firm. Since the size of the company requires more days for inspection, etc., the number of employees should be known as a priority in performing all the processes of the audit. In case of acceptance of the price offer, the firm to be certified shall apply to the Certification Body (TÜRCERT).
2. APPLICATION STAGE: The enterprise that wishes to be certified, completes the application form of the Certification Institution (TÜRCERT a) accurately and completely during the application by presenting the CRM, Customer Satisfaction Management System (ISO 10002: 2004) documents and the required additional documents to the Certification Authority.
3.Document Inspection Phase (1.STAGE INSPECTION): The company applying to the certification body (TÜRCERT) also presents a sample of the related system / systems during the application. The system documents are examined by the lead auditor appointed by the certification body and checked whether they meet the relevant standard requirements. If the conditions are met as a result of this examination, the company is included in the audit plan. In case it does not meet, the situation is reported in writing to the applicant company and the deficiencies are requested. After the company has solved the deficiencies, it is included in the audit plan. A preliminary visit can be planned together with the document inspection if deemed necessary by the lead auditor.
4. AUDIT PLANNING STAGE: The certification body determines the audit period and the appropriate auditors, date required for the applications to be seen in the firm according to the size of the organization, adhering to the ISO 17021 requirements. This information is sent to the company and confirmation is requested. After the Audit Plan Confirmation, the audit is carried out on the relevant date.
5 - AUDIT STAGE (2 STAGE AUDIT): Company audit is carried out on the planned date. The audit begins with the opening meeting. Then, in accordance with the audit program, relevant departments are visited on site and documents and applications of system requirements are examined by the auditors. After the audits of all standard clauses and departments, the auditors evaluate the findings if any, and make a positive or negative recommendation for the certification. This decision is also communicated to the company through the closing meeting. If the decision of the audit team becomes negative, the related nonconformities are requested to be corrected. If the decision of the audit team is positive or the elimination of nonconformities is confirmed by the certification body (corrections made during the follow-up audit or examination, the corrections are delivered to the certification body and the verification of the correctness) the internal procedure of the certification body begins to operate.
6.SCONVENTION STAGE: In case the reports are examined and approved by the relevant committee, certificates are prepared and a Certification Agreement is made with the company and the relevant system certificate is submitted to the company. follow-up. Based on the results of this examination and the terms of the contract, these studies are continued.
- DOCUMENT RENEWAL STAGE: One or two months before the validity period of the certificate expires, the certificate holder company applies and requests the extension of the certificate period. In this case, the document is checked and the validity period of the document continues with the first interim audit, 2. If the interim audit is finished, it will continue for another three (3) years (reverting to the re-certification process).
