17/30359426 DC : 0
NA
Status of Standard is Unknown
BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
Hardcopy , PDF
English
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principals
5 Dispute-resolution framework
6 Planning, design and development
7 Operations
8 Maintenance and improvement
Annex A (informative) - Guidance on
dispute-resolution methods
Annex B (informative) - Inter-relationship of
ISO 10001, ISO 10002, ISO 10003 and ISO 10004
Annex C (normative) - Guidance on consent to
participate
Annex D (normative) - Guidance on accessibility
Annex E (normative) - Guidance on suitability
Annex F (normative) - Guidance on fairness
Annex G (normative) - Guidance on competence
Annex H (normative) - Guidance on timeliness
Annex I (normative) - Guidance on transparency
Annex J (informative) - Guidance on selecting providers
Annex K (informative) - Guidance on dispute-resolution policy
Annex L (informative) - Guidance on elements of design for
dispute resolution
Annex M (informative) - Dispute-resolution flowchart
Bibliography
BS ISO 10003.
| Committee |
SVS/0
|
| DocumentType |
Draft
|
| Pages |
44
|
| PublisherName |
British Standards Institution
|
| Status |
NA
|
| ISO 10001:2007 | Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations |
| ISO 10015:1999 | Quality management — Guidelines for training |
| ISO 10004:2012 | Quality management — Customer satisfaction — Guidelines for monitoring and measuring |
| ISO/IEC Guide 37:2012 | Instructions for use of products by consumers |
| ISO 10002:2014 | Quality management — Customer satisfaction — Guidelines for complaints handling in organizations |
| ISO 9004:2009 | Managing for the sustained success of an organization — A quality management approach |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
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