borusan port

ISO 10002

borusan limanAwarded EFQM Recognition for Excellence in 2006, Borusan Lojistik further refines its commitment to quality with the implementation of the ISO 10002 standard.

The international standard for Complaints Handling Management Systems, ISO 10002 enables us to handle customer feedback more efficiently and improve our processes.

  • Strong customer focus on the part of the company
  • Top management involvement and commitment
  • Awareness of their individual tasks and responsibilities, and high involvement on the part of the employees
  • Keeping record of all complaints (even when unjustified)
  • Handling and analysis of complaints
  • Identifying root causes to avoid recurrence
  • Taking into consideration all reasonable solutions when planning improvements
  • Keeping the complainant informed at every stage of the process
  • Keeping record of all correspondence and examination documents pertaining to the complaint
  • Identification and follow up of process performance criteria
  • Continuous improvement.

ISO 10002 Complaints Handling Management Systems Certificate crowns Borusan Lojistik's ongoing efforts to boost customer satisfaction. The only logistics service provider to date to receive this certificate, Borusan Lojistik owes its pioneering move in part to its success with the Voice of the Customer Management System that was implemented the year 2003.