MANAGING CONSUMER CLAIMS IN THE INTEGRATED MANAGEMENT SYSTEM OF ENTERPRISE
In the article the analysis of existing in scientific literature approaches to the definition of "claim", "claim management ", investigated the regulatory documents involved in the claims management process. The purpose of this scientific article is to identify the methodological aspects of management of consumer complaints in the integrated management system. To achieve the goal addressed the development of a theoretical base in the field of application of the process approach to study the problem of constructing a model of the process "claims management" and the systematic updating of the work of enterprises to meet the claims on the basis of the requirements of standard ISO 10002-2007