BS ISO 10003:2007
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
Hardcopy , PDF
English
29-02-2008
20-07-2018
Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10001 and ISO 10002
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Consent to participate
4.3 Accessibility
4.4 Suitability
4.5 Fairness
4.6 Competence
4.7 Timeliness
4.8 Confidentiality
4.9 Transparency
4.10 Legality
4.11 Capacity
4.12 Continual improvement
5 Dispute-resolution framework
5.1 Commitment
5.2 Dispute-resolution policy
5.3 Top management responsibilities
6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operations
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization's response
7.5 Resolution of dispute
7.6 Implementation of resolution
7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Management review
8.4 Continual improvement
Annex A (informative) - Guidance on dispute-resolution
methods
Annex B (informative) - Inter-relationship of ISO 10001,
ISO 10002 and ISO 10003
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
Gives guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes 06/30153106 DC. (02/2008)
|
| DocumentType |
Standard
|
| Pages |
46
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| ISO 10003:2007 | Identical |
| BS 8543:2015 | Complaint handling in organizations. Specification |
| BIP 2211:2012 | Complaints management Turning negatives into positives |
| 15/30294328 DC : 0 | BS 8543 - COMPLAINTS HANDLING IN ORGANIZATIONS - SPECIFICATION |
| BS 18477:2010 | Inclusive service provision. Requirements for identifying and responding to consumer vulnerability |
| BIP 2222:2012 | Complaints management Turning negatives into positives (including BS ISO 10002:2004 and BS ISO 10003:2007) |
| ISO 10001:2007 | Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations |
| ISO 10015:1999 | Quality management — Guidelines for training |
| 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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