17/30359429 DC : 0
NA
Status of Standard is Unknown
BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
Hardcopy , PDF
English
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concepts and guiding principles
5 Framework for monitoring and measuring
customer satisfaction
6 Planning, design and development
7 Operation
8 Maintenance and improvement
Annex A (normative) - Conceptual model of
customer satisfaction
Annex B (normative) - Identification of customer
expectations
Annex C (normative) - Direct measurement of
customer satisfaction
Annex D (normative) - Analysis of customer
satisfaction data
Annex E (normative) - Using customer satisfaction
information
Annex F (informative) - Inter-relationship of ISO 10001,
ISO 10002, ISO 10003 and ISO 10004
Bibliography
BS ISO 10004.
| 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/TR 10017:2003 | Guidance on statistical techniques for ISO 9001:2000 |
| ISO 10003:2007 | Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations |
| ISO/TR 13425:2006 | Guidelines for the selection of statistical methods in standardization and specification |
| 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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