Role Of Law In Modern Society Law Essay

Role Of Law In Modern Society Law Essay The main role of law in modern societies is hard to overestimate. The systems are hard to understand, the institutions are different and range from small to mammoth, and the number of people concerned, from para-legal to federal judge, can only be proof of its central role in society. Law and legal issues are left to lawyers, legal theorists and the occasional sociologist. For most people, the law is only reluctantly confronted during those signature events in life: marriage, paying taxes, immigrating. The history of law is closely related to the development of civilization. Ancient Egyptian law, 3000 BC, restricted a civil code that was probably broken into twelve books. It was based on the concept of Maat, characterized by tradition, symbolic speech, social equality and objectivity. By the 22nd century BC, the ancient Sumerian ruler Ur-Nammu had formulated the first law code, which consisted of casuistic statements and in that law they just had:if then Around 1760 BC, King Hammurabi further developed Babylonian law, by codifying and inscribing it in stone. Hammurabi placed several copies of his law code throughout the kingdom of Babylon as steal, for the entire public to see; this became known as the Codex Hammurabi. The most intact copy of these steal was discovered in the 19th century in Britain, and has since been fully transliterated and translated into various languages, including English, German, and French. Civil Law and Common law The terms of common law system and civil law system are different and used to discriminate two distinct legal systems and approaches to law. The term civil law refers to jurisdictions that took over the continental system of European law resulting basically from ancient Roman law, but much accept the Germanic tradition. The term common law refers to all legal systems, which have adopted the historic English legal system. The distinction to be made between the two systems is that the common law system has a certain characteristic to be case-centered and hence judge-centered, allowing scope for an optional, pragmatic approach to the particular problems that show before the courts. From one point, the law can be developed on a case-by-case basis and from another point the civil law system tends to be a codified body of general abstract principles that control the implement of judicial discretion. In reality, both these views are limited, with the former overemphasizing the extent to which the common law judges can impose their discretion and the latter underestimating the point to which civil law judges have the power to exercise judgment. It is possibly significance mentioning at this point that the European Court of Justice, established, in assumption, on civil law principles, is, in practice, increasingly recognizing the profit of establishing a body of case law. Even though, the European Court of Justice is not bound by the operation of the doctrine of stare deices, it still does not decide personal cases on a personal basis without reference to its previous decisions. Substantive vs. Procedural Law Substantive law refers to all categories of public law and private law, including the law of contracts, real property, torts, and criminal law. First, there is a brief definition of the two terms. When you say substantive law, it actually mansions to the written or constitutional law which governs the connection between people, or between people and the state. Procedural law is the set of rules followed when a court is hearing a case so it basically dictates what will happen during a civil or criminal proceeding. Compare this with procedural law, which provides a government with the machinery to implement the rights and duties as distinct in substantive law. In laymans terms, substantive law defines how the facts in a case will be handled, as well as how a particular case is to be charged. As the name implies, its the substance of the case that is being handled. Only procedural laws can be applied to non-legal contexts, but substantive law cannot. Procedural law is more about how the law will be executed, while substantive law provides the legal result to a case. Summing up: 1. Substantive law is about the characterization of peoples rights, duties and power, while procedural law is about prescribing the form and order by which the law will be enforced. 2. Substantive law defines how the details or information in a case will be handled, while procedural law defines the step-by-step process that the case will go through. 3. Substantive law cannot be applied to non-legal contexts, while only procedural law can be applied to non-legal contexts. 4. Substantive law defines how the case is handled, and how a crime is to be charged, while procedural law describes the method in which a case will progress. Criminal and civil procedure Criminal and civil procedures are not similar to each other. Even if some systems, together with the English, stand for private persons to bring a criminal prosecution against another person, prosecutions are almost always in progress by the state, in order to punish the defendant. The cases are usually in different courts, and juries are not so often used in civil cases. Civil procedure is the main body of law that sets out the rules and principles that courts follow when adjudicating civil lawsuits. These rules manage how a lawsuit or case may be commenced, what type of service of process is necessary, the types of pleadings and statements of case, applications, and orders allowable in civil cases, the timing and manner of depositions and discovery, the conduct of trials, the process for judgment, various available remedies, and how the courts and clerks should function. Civil procedure is central, necessary and special procedural systems even criminal procedure has tended to develop or extend as variations on the civil procedure model. Civil law proceeding is that evidence is received and the summary record prepared by someone other than the judge who will decide the case. In civil law nations, where there is no tradition of civil trial by jury, an entirely different approach has developed. There is no such thing as a trial in our sense or no single, concentrated event. The typical civil proceeding in civil law country is actually a series of isolated meetings of and written communications between counsel and judge. Criminal One of the most comparisons one hears made about criminal procedure in the two traditions is that the criminal procedure in the civil law tradition is called inquisitorial at the same time as that in the common law tradition is called accusatorial. The criminal trial is a challenge between the accusers and the accused with the judge as a referee. Usually the proceedings takes place publicly and orally and is not preceded by any official investigation or preparation of evidence. At the same period of time there are important differences between civil and criminal procedures. The most civil law system consists of separate codes of civil procedure and criminal procedure. The principle of evidence plays more important role in a criminal case if the people judging it doubt the guilt of suppose and have a reason for this doubt a crime cannot be proven. But in a civil case, the court and judge will evaluate all the proof and decide what is most possible. In civil matters the parties are the plaintiff and the defendant. In criminal matters the parties are the Crown and the defendant, in civil matters the parties are the plaintiff and defendant. A prosecutor conducts the case on behalf of the Crown. In the Magistrates Court the prosecutor is a police officer while in the higher courts the Director of Public Prosecutions conducts the prosecution. The plaintiff or prosecutor must prove their case before the court. Conclusion In conclusion, essay explains the differences between criminal procedure and civil procedure and different legal systems.

Adolescence psychology Essay

Thermostat concept. Early vs. Late puberty whether if it effects males or females differently, eating disorders, cognitive changes (adolescence brain, the different structures, frontal cortex, limbic system) Impacts of these changes, problem solving, risk taking, changes in intellect , social transitions (elongation of adolescence, a new concept during the industrial revolution) legal implications of adolescence, clarity vs. continuity, Discontinuous Society. What is changing in adolescence in their environment and family. Parenting styles. Sibling difference and family structure. Authoritative (high responsiveness high demandingness) responsible, confident, adaptive, creative, more curious, socially skilled and successful in school Authoritarian (low responsiveness high demandingness) dependent, passive, less socially adept, confident, curious Indulgent (low responsiveness, high demanding) less mature, irresponsible, more conforming and less apt leaders Indifferent (low responsiveness low demand) delinquent behavior sex drugs, and alcohol Parenting and Temperament Same Parenting+ different temperament different outcome Adolescence also elicit different parental strategies and behaviors. With greater maternal control adolescence are less likely to be delinquent. Ethnic Differences in Parenting Styles Authoritative parenting less prevalent among Black, Asian, or Hispanic families than among white families in the U. S Beneficial effects are found for all ethnic groups Why? Could it ever be beneficial, Use caution in interpreting Adverse effects greater fro white adolescents than for ethnic minorities Autonomy & Attachment in the Family Those who assert their own opinions: -higher self-esteem -more mature coping Those with little autonomy -risk for depression, low self-esteem Adolescents who don’t feel connected more likely to develop behavior problems Early Adolescence: Sibling Conflict increases During Adolescence siblings become -more equal -more distan less emotionally intense Quality of par-child relationship Quality of sibling relationship Relationships with peers Same -sex vs. Mixed-sex Siblings – Mixed-sex less close during early adolescence; more closer later Genes vs. Envir: Sibling Differences Two types of environmental influences shared environmental influences non-shared environmental influence Siblings may have different family experiences treated differently by parents perceive similar experiences in different ways Different peer groups/nonshared 75% of treatment(tx)by parents is similar between kids Differences are okay unless â€Å"unfair† Causes strain on sibling relationship, tx of siblings different but well: Better relationships, decrease rivalry Sibling deidentification – trying to distinguish self from sibling can also diminish eelings of competition

12 Ways to Help Native Bees

Healthcare Organizational Structure And Implementing Strategy

Healthcare Organizational Structure Introduction Organizational structure is the framework around which the organization is organized, the underpinnings, which keep the coalition functioning. It s the operating manual that tells members how the organization is put together and how it works. More specifically, structure describes how members are accepted, how leadership is chosen, and how decisions are made (Nagy, 2014). With lives in their hands, hospitals have to function very precisely, executing high-quality services every hour of every day. Organizations that have this sort of requirement usually take on a vertical organizational structure (Feigenbaum, 2015). This type of structure has many layers of management, with most of the organization s staff working in very specific, narrow, low-authority roles. The numerous layers of management are designed to make sure that no one person can throw the system off too much. This structure also ensures that tasks are being done exactly and correctly (Feigenbaum, 2015). Healthcare Organizational Structure and Implementing Strategy A healthcare organization’s structure must be completely aligned with strategy for the organization to achieve its mission and goals. The structure of a healthcare organization supports its strategy. If a healthcare organization’s strategy changes, then it must change its structure to support the new strategy. If it doesn’t, the structure acts like a bungee cord and pulls the organization back to itsShow MoreRelatedLong Island Jewish Medical Center Merged With Northshore Healthcare System Essay793 Words   |  4 PagesIntroduction In 1997, Long Island Jewish Medical Center merged with Northshore healthcare system to form New York State’s largest private healthcare network. 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How Does Arthur Miller s The Crucible Explore The Place...

How does Arthur Miller’s The Crucible explore the place of the individual in society? Similar to Tocqueville before him, John Stuart Mill was critical about the American democracy and its resulting social pressures on the individual. The consequences of the tyranny of conformity sat at the forefront of his mind. Frank Prochaska in his review of Mill described the term as ‘a society in which scarcely any person had the courage to dissent.’ Arthur Miller draws on this idea in The Crucible by exploring the individual’s place in society as something firmly rooted and inescapable, as well as the individual’s place as capable of changing society through having the courage to deny society what it asks. The Crucible depicts the protagonist as having to come to terms with the community to understand themselves and their position within it. 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Research Assignment Praising Students Free Essays

Research Assignment: Praising Students I chose to do my research activity on the article titled Caution: Praise Can Be Dangerous by Carol S. Dweck. The main goal that Dweck wanted to achieve was to prove that praising your students on their intelligence can in fact affect their academic achievement in a bad way. We will write a custom essay sample on Research Assignment: Praising Students or any similar topic only for you Order Now 85 percent of parents thought they needed to praise their children’s intelligence in order to assure that they were smart (Dweck 4). It was thought that if you boost a student’s self esteem that it would help them academically, but in certain ways, this was wrong. The problems that the article dealt with were that if praise wasn’t handled properly, then â€Å"it can become a negative force, or a drug that rather than strengthening students, it makes them passive and dependent on the opinion of others† (Dweck, 4). If you use praise correctly, then it will help the students realize the value of effort, and become fulfilled with the accomplishments that they achieved on their own and want to succeed more. They also will have a better time dealing with any setbacks. The theory that was said to be true about praising students was that: â€Å"Giving students many opportunities to experience success and then praising them for their success will indicate to them that they are intelligent if they feel good about their intelligence they will achieve. They will love learning and be confident and successful learners† (Dweck 4). Educators had this theory wrong because research shows that giving students easy tasks and praising their success just says to the students that in a way you think their unintelligent. In order to prove this theory wrong, Dwecks along with Melissa Kamins and Claudia Miller held an experiment. This experiment was conducted of six different studies with more than 400 fifth graders. The goal was to study the effects of praising children for being intelligent. Among the 400 fifth graders, they included people of different ethnicities, races, and socioeconomic backgrounds, and were tested from all different parts of the country. This prevented any faults or biased opinions to be conducted in the experiment. They also made sure that some students were taken from schools in the city and some in more rural areas. This is something that you would want to do in any experiment given in order to get a variety of different subjects. First they began working with students one at a time on a more challenging puzzle task that was easy enough for them to all do well on it. They praised one third of the children for their intelligence, saying that they were â€Å"very smart† for knowing how to do that and telling that they got a certain amount correct and that they were amazed by it. The second group of people were tested and were told that they got a good score and praised on their effort of the task. The last third of the group was praised on their performance, with no comment on why they were successful. After the experiment, all students were happy about the outcome and were eager to do their take-home practice problems and were confident on their future performances. During the second part of the experiment, the same students were asked if they wanted to try a more challenging task from which they could learn a lot (but might not succeed) or an easier one where they would do well and look smart. Students praised on intelligence said they wanted to do the easier one, and 90% of the students that were praised on effort wanted to do the more challenging task. (The ones tested on performance were 50/50, so she wasn’t going to focus on them. ) When it came time to actually do the harder task, the students tested on intelligence didn’t like it and weren’t interested in doing the take home problems. They even started questioning their intelligence thinking they were dumb. The effort tested students liked the task and some even like the harder problems better than the easier ones! This is where we start seeing the differences in the right and wrong types of praising. When we praise children for intelligence , were teaching them that this is what they want to achieve. They want to look and feel smart, so don’t risk making a mistake. When we praise them on effort and hard work, they realize the value of what they’re doing to succeed and get to realize their improvement and efforts, therefore having a better long-term successful academic achievement. For the last part of the experiment, they had the students go back and re-do the first task that they had did before. The intelligence students had an even worse performance and did worse than the first time, and the effort students performed the best and better than they did in the first place. After this, they were to write a litter to a student in another school telling them about the tasks that they had to do and how they tried them. The intelligence students actually lied about their scores to make them seem smarter, and the effort students didn’t exaggerate at all on their performance. This just says that failure becomes more of a problem when we praise students on intelligence, and they think that intelligence is something that you either don’t or do have instead of being a skill or knowledge. Our students should know that there are tasks and problems that they aren’t going to know how to do and that it shouldn’t discourage them, but make them want to learn more about it because they’re trying so hard and doing a great job of learning. This experiment was applied to education very well by the author herself. She states that you can’t just forget about the students feelings because what we say to them will affect how they think that we view them. We can praise our students as much as we want, BUT we need to do it when they learn or do well, and NOT praise them on how smart they are because it stops the students from setting the bar any higher. Dweck wants us to â€Å"rave about their effort and ask questions that show intelligent appreciation† (8). This would be a proper way to praise the students because you can still remind them that they are intelligent, but in a way that they are doing the right thing effort wise and giving it their all. You can’t waste your student’s time by giving them tasks that are too easy that make them look good, but need to test their ability and give them more challenging responsibilities. Dwecks even tested these theories on students going into junior high from elementary school and going into college from high school. She found that the students who believed that intelligence was fixed and that a poor grade or performance meant that they were dumb, and some wanted to consider cheating if they didn’t do well. These students did even worse grade wise than they did in elementary school and didn’t grow intellectually. However, students who believed that intellect can be developed, and that a bad performance was because of lack of their effort and they needed to study more. These students were in the right mind set to allow the new school environment to encourage them to do well in school. All in all, student’s ideas and levels of intelligence can be influenced by the messages that they receive from teachers and parents. We need to encourage and praise them on their efforts, not their intelligence. We can allow them to feel smart in different ways instead of just telling them, â€Å"Wow! You got this many right, you must be really smart, good job! † This will make them want to get this reaction so they keep their achievement and difficulty level low so they can seem smart. This will keep them on the road to disappointment academically. Keep your students on task and striving for new goals and wanting to learn. Like Dwecks says, â€Å"Believing is Achieving! † How to cite Research Assignment: Praising Students, Essays

International Organizations for Standards-Samples for Students

Question: Analyse one Quality Standard. Answer: Introduction ISO- International organisation of standard was initiated in 1946 but got implemented in 1947. There are various standards that are involved under ISO for providing quality and authentic services. One of the standards in the series of ISO is ISO 10002. This standard handles the grievances of the customers and provides customer satisfaction. There is a well-defined committee which resolves all these complaints and relieve customers. The report argues in detail about ISO 10002, standardisation and clauses it consists of. Process of solving problem and application for certification are broadly discussed. The dual phases of the standard have been briefly quoted along with their usage in USA, Europe and Asia. The particular standard is been compared with other standards that prevails. Benefits in favour of companies and customers are discussed concisely. In nutshell, the entire report describes about ISO 10002:2014, the new version after 10002:2004 discussing aspects and process of problem solving and gaining consumers trust along with learning from the complaints for future enhancement which is beneficial to both the organisation and customers Objective of ISO The main objective for the development of ISO is to maintain the quality standard and it helps the management to take efficient decisions. The guidelines of these standards are made available to companies so that they can follow those instructions and register themselves with the international organisation for standard and gain the certificate. Another objective of ISO is to retain the image and be answerable in the market i.e. should accomplish the social obligation (Markgraf, 2017). ISO 10002:2014- Quality management, customer satisfaction grievance handling ISO 10002:2014 deals with handling of the complaints in order to assure customer satisfaction by providing standard quality. The standard involves small business unit as well. This benchmark basically focuses on consumer satisfaction and soughing out the consumers problem thereby increasing efficiency of the organisations product and services. As per ISO 10002:2014, organisation review the problems and the root cause of the disturbance arising. After figuring out those causes it concentrates on alternatives to solve the complainants issue. There is a definite process of registering the complaints which is clearly explained and goes easy. The criticism is studied thoroughly and measures are taken to bring improvisation in the quality rendered (ISO, n.d.). The objection that arises is treated as opportunity by the organisation because resolving those problems will enhance the knowledge and broadens the area of improvement and innovation in the products and services. Through these complaints area, ignored market pop up and grabs the managers attention to focus on such portion for more advancement. Employees are provided special training for resolving the accusation. They are enriched with the top managements advice and healthy communication gets promoted. The specific quorum is been set which is meant only for decoding the protest. Applying for ISO 10002 The procedure for gaining the ISO 10002 certificate is sweet and simple. The company need to apply for the certification. When application has been filled up the applicant is allotted with a client manager who then will assist the aspirant during entire operation. First of all gap analysis is conducted, though not so compulsory but it alleviate in finding out the difference between the prevailing complaint system of the company to that of ISO 10002 and therefore efforts are made to cover up those gaps. This step makes it easy for the client to focus on only the affected area. On performing gap analysis the formal assessment is taken under consideration which further contains 2 steps. In first step the readiness of organisation for the changes is verified and required ISO 10002 process and concepts are applied. On finding certain aperture the organisation contacts to the client company to fulfil those fractures. In second step if everything is found on place than internal analysis is made to evaluate whether ISO processing is required or not and that all things are efficiently working as per the standard. On clearing the formal assessment check the company became eligible to gain the certificate. The validity of such certificate is for 3 years and by that time the client manager stays in touch and visits the organisation to keep a check over the working that the company is not just handling complaint but also growing simultaneously (Bsigroup, 2017). Clauses of standard As discussed earlier the standard 10002 deals with handling complaint and enhancing customer satisfaction by improving quality measures. There are certain clauses that follow: Clause 1-Scope: The advices regarding redressing of the problem is rendered along with it they undertake planning activity, operational task, designing of product, its maintenance and the final improvisations are initiated. Clause 2-Normative references: These include the references of documents. If the references are dated than the previous edition are applied and in case the references are not dated than latest edition along with amendments are taken into consideration. Clause 3-Terms and definition: It involves definition of various terms used in ISO 10002. Some of these are: - complainant, customer, complaint, customer satisfaction, customer service, objective, process, quality. Clause 4-Guiding principles: Sticking up to guidelines provided regarding filing complaint, complaint handling procedure, urgent delivery of complaint without delay, impartial solution to be given, confidentiality of complaint to be maintained, the organisation should be customer oriented. Clause 5-Complaint handling framework: The framework of complaint handling to be strictly followed. The organisation should be committed towards problem solving. Clause 6- Planning and design: In this clause the appropriate planning should be conducted as to how the problem will be redressed and blueprint of it will be designed. Relevant allocation of resources needs to be implemented. Clause 7- Operation of complaints handling process: It involves the free flow of communication, urgent receipt of complaint; investigation of complaint; response to those complaints; closing up the complaints. Clause 8- Maintenance and improvement: Tailor-made information should be presented and changes if any need to be inculcated (ISO, n.d.). Pros and cons related to this standard Every aspect contains the dual sides either positive or negative. Certain benefits and drawbacks of ISO 10002 are: Benefits: It helps in holding the customers and creates a strong bond with them. As it is authentic source thus sense of trust is gained. The complaint process is carried out which enables reviewing, studying and finding out best possible solution to customers problem. The improvisation is continuous in nature (Rensselar, 2014). Drawbacks: Misinterpretation while handling complaints. Dissatisfaction among customers on delay resolves. Patience behaviour towards customer is needed and they need to explain minute aspect clearly to the customers which at times become a difficult task. Unable to provide the required services results in losing customers (Arrizabalagauriarte, 2016). Practical example Certain live examples to be concerned where ISO 10002:2014 is applied: Complaints from small companies regarding computer technology and cloud computing are resolved by the predefined committee (Krautzel, 2015). ISO 10002 assists in data collection for small companies that fall under Annex A. It resolves the disturbances occurring on social media like piracy, fakeness under Facebook, hacking of Twitter account. It is applicable in all type of organisations be it public, private or voluntary organisations like- hospitals and medical centre, consultancy, construction companies etc. (Ursindia, 2017). Comparison of ISO 10002 with other standards ISO 10002:2014 basically deals with complaint handling and consumer satisfaction whereas there are various other standards as well which concerns about other qualities. ISO 9000 covers only quality management system whereas ISO 39001:2012 handles road traffic system management. ISO 14001 works upon environment management system and ISO 27001 argues about information security management system. Other ISO standard like ISO 50001 quoted energy management system contrary to ISO 26000 which discusses social obligations need to be followed. Therefore, the series of standard continue involving almost entire aspect that exists at world level (NBIZ Infosol, 2016). Benefits to customers and companies Benefits of ISO 10002 to customers: ISO 10002 helps customer to resolve their queries on immediate aspect. Customer gains loyalty. Customers get trusted brand. The service seeker acquires the utmost satisfaction. They get the qualitative services (ISO, n.d.). Benefits of ISO 10002 to companies: Increment in retaining the customers. Increasing efficiency of work. Enhancing knowledge by learning through problems. Branding gets created. Betterment in customer- company relationship. Positive word of mouth publicity (ISO certification services, 2014). Usage of ISO in USA, Europe and Asia In USA, American National Standards Institute (ANSI) is the member of ISO in US and is willingly working for their citizens to accomplish the needs and provide standardisation and quality to the people over there (ANSI, 2017). It is established since 1918.In Europe the European Environmental Citizens Organisation for Standardisation (ECOS) is followed which focuses on the environment protection paying emphasis on nature and its resources. As per Asia the focus is on raised quality and standardisation of services for which various series have been constructed. Conclusion From the above discussion it would be concluded that ISO which is a non- profit organisation deals with quality and standard of services. There are series of standard that can be consulted for various issues. ISO 10002:2014 is based on grievance solving and customer satisfaction. The entire process along with filing application for certification has been discussed. Pros and cons of the standard are involved with the benefits of the prescribed standard from the view point of customer and companies. Usage of ISO has been briefly explained with reference to USA, Europe and Asia. References ANSI (2017). ISO programs-overview. Viewed on 18th June 2017. https://www.ansi.org/standards_activities/iso_programs/overview. Arrizabalagauriarte (2016). ISO 10002: complaints as an opportunity for improvement. Viewed on 18th June 2017. https://arrizabalagauriarte.com/en/norma-iso-10002-las-reclamaciones-oportunidad-mejora/. Bsigroup (2017). ISO 10002 customer satisfaction. Viewed on 18th June 2017. https://www.bsigroup.com/en-IN/ISO-10002-Customer-Satisfaction-and-Complaints-Handling/. Certification Europe (2012). Certification and training system. viewed on 18th June 2017. https://certificationeurope.com/about/. ISO (n.d.). How standards benefits consumers. Viewed on 19th June 2017. https://www.iso.org/sites/ConsumersStandards/1_standards.html. Iso, n.d., The ISO story, viewed on 15th June 2017, https://www.iso.org/the-iso-story.html. ISO certification services (2014). Benefits of ISO 10002. Viewed on 18th June 2017. https://www.isocertificationservice.com/news/benefits-of-iso-10002/. Krautzel (2015). ISO 10002-2014 Sets the Benchmark for Continuous Improvement. Viewed on 18th June 2017. https://www.beyond.com/articles/iso-10002-2014-sets-the-benchmark-for-continuous-improvement-16975-article.html . Markgraf, B. (2017). ISO International standards organisation objective. Viewed on 18th June 2017. https://smallbusiness.chron.com/iso-international-standards-organization-objectives-67161.html. Nbiz Infosol (2016). ISO 10002- Quality management- customer satisfaction. Viewed on 19th June 2017. https://nbizinfosol.com/iso-certifications/iso-10002-quality-management-customer-satisfaction . Rensselar, V. (2014). The pros and cons of ISO. Viewed on 18th June 2017. https://insurancenewsnet.com/oarticle/The-pros-and-cons-of-ISO-a-567447. Ursindia (2017). Iso 10002- Complaint management system. Viewed on 1th June 2017. https://www.ursindia.com/iso_10002.aspx