ISO 10002:2014
Withdrawn
Withdrawn
View Superseded by
Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
Available format(s)
Hardcopy , PDF
Language(s)
French, English, Russian, Spanish, Castilian
Published date
07-17-2014
Withdrawn date
04-09-2025
Superseded by
US$96.00
Excluding Tax where applicable
ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.
It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.
ISO 10002:2014 addresses the following aspects of complaints handling:
- enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;
- top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;
- recognizing and addressing the needs and expectations of complainants;
- providing complainants with an open, effective, and easy-to-use complaints process;
- analysing and evaluating complaints in order to improve the product and customer service quality;
- auditing of the complaints-handling process;
- reviewing the effectiveness and efficiency of the complaints-handling process.
| Committee |
ISO/TC 176/SC 3
|
| DevelopmentNote |
DRAFT ISO/FDIS 10002 is also available for this standard. (06/2017)
|
| DocumentType |
Standard
|
| Pages |
26
|
| PublisherName |
International Organization for Standardization
|
| Status |
Withdrawn
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| FD ISO 10002 : 2014 FD | Identical |
| NBN ISO 10002 : DEC 2014 | Identical |
| NEN ISO 10002 : 2014 | Identical |
| NS ISO 10002 : 2004 | Identical |
| BS ISO 10002:2014 | Identical |
| I.S. ISO 10002:2005 | Identical |
| DIN ISO 10002:2010-05 | Identical |
| JIS Q 10002:2015 | Identical |
| IS/ISO 10002 : 2004(R2014) | Identical |
| PN ISO 10002 : 2006 AC 1 2011 | Identical |
| UNE-ISO 10002:2015 | Identical |
| GOST R ISO 10002 : 2007 | Identical |
| 12/30270456 DC | BS ISO 18091. Quality management systems. Guidelines for the application of ISO 9001:2008 in local government |
| SAE AS9120B | Quality Management Systems – Requirements for Aviation, Space, and Defense Distributors |
| 11/30247943 DC : 0 | EN ISO/IEC 17065 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR CERTIFICATION BODIES CERTIFYING PRODUCTS, PROCESSES AND SERVICES |
| 16/30323827 DC : 0 | BS ISO 50007 - ACTIVITIES RELATING TO ENERGY SERVICES - GUIDELINES FOR THE ASSESSMENT AND IMPROVEMENT OF THE SERVICE TO USERS |
| BS EN 16372:2014 | Aesthetic surgery services |
| 09/30140724 DC : 0 | BS ISO 26000 - GUIDANCE ON SOCIAL RESPONSIBILITY |
| 13/30271025 DC : 0 | BS ISO 18065 - NATURAL PROTECTED AREAS - TOURIST SERVICES FOR PUBLIC USE PROVIDED BY NATURAL PROTECTED AREAS AUTHORITIES - REQUIREMENTS |
| 04/30037050 DC : DRAFT JUNE 2004 | ISO/IEC 17021 - GENERAL REQUIREMENTS FOR BODIES OPERATING ASSESSMENT AND CERTIFICATION/REGISTRATION OF QUALITY OR ENVIRONMENTAL MANAGEMENT SYSTEMS |
| BS ISO/IEC 20000-2:2012 | Information technology. Service management Guidance on the application of service management systems |
| BS EN 15733:2009 | Services of real estate agents. Requirements for the provision of services of real estate agents |
| 15/30270498 DC : 0 | BS ISO 16355-1 - APPLICATION OF STATISTICAL AND RELATED METHODS TO NEW TECHNOLOGY AND PRODUCT DEVELOPMENT PROCESS - PART 1: GENERAL PRINCIPLE AND PERSPECTIVE OF QFD METHOD |
| DD ISO/TS 16949 : 2009 | QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS |
| PD ISO/IEC TR 90006:2013 | Information technology. Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| 17/30343656 DC : 0 | BS ISO 21426 - TOURISM AND RELATED SERVICES - MEDICAL SPA - SERVICE REQUIREMENTS |
| 13/30279690 DC : 0 | BS EN 16250-1 - LEVELS OF PERFORMANCE AND ACCEPTANCE FOR STREET CLEANING AND MUNICIPAL WASTE MANAGEMENT SERVICES - PART 1: GENERAL REQUIREMENTS |
| 08/30195548 DC : 0 | DD ISO/TS 16949: 2009 - QUALITY MANAGEMENT SYSTEMS: PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS |
| SWIFT 2:2009 | EMBEDDING EFFECTIVE MANAGEMENT SYSTEMS IN PUBLIC SECTOR ORGANIZATIONS - GUIDANCE FOR THE IMPLEMENTATION OF ISO 9001:2008 |
| DD ISO/TS 29001 : 2010 | PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS |
| 07/30166081 DC : 0 | BS EN 14012 - POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES |
| IEEE 20000-2-2013 | IEEE Standard -- Adoption of ISO/IEC 20000-2:2012, Information technology -- Service management -- Part 2: Guidance on the application of service management systems |
| BS ISO/IEC 20000-1:2011 | Information technology. Service management Service management system requirements |
| ISO 15378:2017 | Primary packaging materials for medicinal products — Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP) |
| IWA 4:2009 | Quality management systems — Guidelines for the application of ISO 9001:2008 in local government |
| I.S. EN ISO 18295-1:2017 | CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017) |
| ISO/IEC TR 90006:2013 | Information technology — Guidelines for the application of ISO 9001:2008 to IT service management and its integration with ISO/IEC 20000-1:2011 |
| PD ISO/TS 9002:2016 | Quality management systems. Guidelines for the application of ISO 9001:2015 |
| NSAI/ISO Guide to ISO 9001:2015 | ISO 9001:2015 FOR SMALL ENTERPRISES - WHAT TO DO? - ADVICE FROM ISO/TC 176 |
| S.R. CEN ISO TS 29001:2011 | PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS |
| I.S. EN 16224:2012 | HEALTHCARE PROVISION BY CHIROPRACTORS |
| I.S. EN 14012:2008 | POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES |
| I.S. EN ISO 9001:2015 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015) |
| CEN/TS 16118:2012 | Sheltered housing - Requirements for services for older people provided in a sheltered housing scheme |
| BS 7499:2007 | Static site guarding and mobile patrol services. Code of practice |
| CEN/CLC ISO/IEC/TS 17021-3:2016 | Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013) |
| EN 15224:2016 | Quality management systems - EN ISO 9001:2015 for healthcare |
| CEN Guide 15:2012 | Guidance document for the development of service standards |
| S.R. CEN/TS 16880:2015 | SERVICE EXCELLENCE - CREATING OUTSTANDING CUSTOMER EXPERIENCES THROUGH SERVICE EXCELLENCE |
| 14/30295030 DC : 0 | BS ISO/IEC 17021-1 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 1: REQUIREMENTS |
| BS EN 15224:2016 | Quality management systems. EN ISO 9001:2015 for healthcare |
| BS ISO 24510:2007 | Activities relating to drinking water and wastewater services. Guidelines for the assessment and for the improvement of the service to users |
| DIN EN 15733:2011-07 | Services of real estate agents - Requirements for the provision of services of real estate agents |
| 10/30184538 DC : 0 | BS ISO/IEC 20000-2 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 2: GUIDANCE ON THE APPLICATION OF SERVICE MANAGEMENT SYSTEMS |
| DD ISO/TS 10004:2010 | Quality management. Customer satisfaction. Guidelines for monitoring and measuring |
| DIN ISO 26000:2011-01 | Guidance on social responsibility (ISO 26000:2010) |
| S.R. CEN/TS 16118:2012 | SHELTERED HOUSING - REQUIREMENTS FOR SERVICES FOR OLDER PEOPLE PROVIDED IN A SHELTERED HOUSING SCHEME |
| 17/30359420 DC : 0 | BS ISO 10001 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR CODES OF CONDUCT FOR ORGANIZATIONS |
| BS EN ISO 14065:2013 | Greenhouse gases. Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition |
| BS EN 15838:2009 | Customer contact centres. Requirements for service provision |
| BS ISO 10018:2012 | Quality management. Guidelines on people involvement and competence |
| BS EN ISO 18295-2:2017 | Customer contact centres Requirements for clients using the services of customer contact centres |
| DD CEN ISO/TS 29001:2011 | Petroleum, petrochemical and natural gas industries. Sector-specific quality management systems. Requirements for product and service supply organizations |
| BS EN ISO/IEC 17040:2005 | Conformity assessment. General requirements for peer assessment of conformity assessment bodies and accreditation bodies |
| DIN EN 16224:2015-03 | HEALTHCARE PROVISION BY CHIROPRACTORS |
| 13/30278952 DC : 0 | BS EN 16372 - AESTHETIC SURGERY AND AESTHETIC NON-SURGICAL MEDICAL SERVICES |
| BS ISO 19600:2014 | Compliance management systems. Guidelines |
| BS ISO 10019:2005 | Guidelines for the selection of quality management system consultants and use of their services |
| 16/30300699 DC : 0 | BS EN ISO 18295-2 - CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR USING THE SERVICES OF CUSTOMER CONTACT CENTRES |
| 09/30204355 DC : 0 | ISO/TS 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING |
| CEI UNI EN ISO/IEC 17040 : 2008 | CONFORMITY ASSESSMENT - GENERAL REQUIREMENTS FOR PEER ASSESSMENT OF CONFORMITY ASSESSMENT BODIES AND ACCREDITATION BODIES |
| I.S. ISO 10003:2007 | QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS |
| ISO 14785:2014 | Tourist information offices — Tourist information and reception services — Requirements |
| I.S. EN ISO/IEC 17065:2012 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES CERTIFYING PRODUCTS, PROCESSES AND SERVICES (ISO/IEC 17065:2012) |
| BS EN 16224 : 2012 | HEALTHCARE PROVISION BY CHIROPRACTORS |
| I.S. EN 15838:2009 | CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION |
| I.S. ISO 26000:2010 | GUIDANCE ON SOCIAL RESPONSIBILITY |
| I.S. ISO 10001:2007 | QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR CODES OF CONDUCT FOR ORGANIZATIONS |
| CEI UNI EN ISO/IEC 17065 : 2012 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES CERTIFYING PRODUCTS, PROCESSES AND SERVICES |
| ISO 10377:2013 | Consumer product safety — Guidelines for suppliers |
| I.S. EN ISO/IEC 17040:2005 | CONFORMITY ASSESSMENT - GENERAL REQUIREMENTS FOR PEER ASSESSMENT OF CONFORMITY ASSESSMENT BODIES AND ACCREDITATION BODIES |
| EN ISO 9001:2015 | Quality management systems - Requirements (ISO 9001:2015) |
| EN ISO 9000:2015 | Quality management systems - Fundamentals and vocabulary (ISO 9000:2015) |
| DIN EN 14012:2009-04 | POSTAL SERVICES - QUALITY OF SERVICE - COMPLAINTS HANDLING PRINCIPLES |
| ISO 18295-2:2017 | Customer contact centres — Part 2: Requirements for clients using the services of customer contact centres |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
| ISO/TS 29001:2010 | Petroleum, petrochemical and natural gas industries — Sector-specific quality management systems — Requirements for product and service supply organizations |
| BS ISO 10004:2012 | Quality management. Customer satisfaction. Guidelines for monitoring and measuring |
| BS ISO 30003:2009 | Ships and marine technology. Ship recycling management systems. Requirements for bodies providing audit and certification of ship recycling management |
| 17/30340308 DC : 0 | BS ISO 21001 - EDUCATIONAL ORGANIZATIONS - MANAGEMENT SYSTEMS FOR EDUCATIONAL ORGANIZATIONS - REQUIREMENTS WITH GUIDANCE FOR USE |
| 15/30329378 DC : 0 | BS EN 9110 - AEROSPACE SERIES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS |
| BS ISO 17680:2015 | Tourism and related services. Thalassotherapy. Service requirements |
| 08/30135847 DC : DRAFT AUG 2008 | BS ISO 9004 - MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH |
| 15/30317874 DC : 0 | BS EN 16844 - AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL PROCEDURES |
| BS EN ISO 9004:2018 | Quality management. Quality of an organization. Guidance to achieve sustained success |
| BS EN 16489-3:2014 | Professional indoor UV exposure services Requirements for the provision of services |
| BS ISO 18065:2015 | Tourism and related services. Tourist services for public use provided by Natural Protected Areas Authorities. Requirements |
| 07/30135834 DC : 0 | ISO 9001 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS |
| BS ISO 14065 : 2007 | GREENHOUSE GASES - REQUIREMENTS FOR GREENHOUSE GAS VALIDATION AND VERIFICATION BODIES FOR USE IN ACCREDITATION OR OTHER FORMS OF RECOGNITION |
| BS EN ISO/IEC 17021:2011 | Conformity assessment. Requirements for bodies providing audit and certification of management systems |
| BS ISO 14785:2014 | Tourist information offices. Tourist information and reception services. Requirements |
| PD CEN/CLC ISO/IEC TS 17021-3:2016 | Conformity assessment. Requirements for bodies providing audit and certification of management systems Competence requirements for auditing and certification of quality management systems |
| PD CEN/TS 16880:2015 | Service excellence. Creating outstanding customer experiences through service excellence |
| 11/30187773 DC : 0 | BS ISO 28621 - MEDICAL SPAS USING NATURAL RESOURCES - SERVICE REQUIREMENTS |
| BS ISO 14452:2012 | Network services billing. Requirements |
| I.S. EN ISO 18295-2:2017 | CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017) |
| PD ISO/TS 16949:2009 | Quality management systems. Particular requirements for the application of ISO 9001:2008 for automotive production and relevant service part organizations |
| 12/30271063 DC : 0 | PD ISO/IEC/TS 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS |
| BS EN ISO 18295-1:2017 | Customer contact centres Requirements for customer contact centres |
| 17/30359429 DC : 0 | BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING |
| DIN EN 16489-3:2015-09 | PROFESSIONAL INDOOR UV EXPOSURE SERVICES - PART 3: REQUIREMENTS FOR THE PROVISION OF SERVICES |
| BS ISO 16355-1:2015 | Application of statistical and related methods to new technology and product development process General principles and perspectives of Quality Function Deployment (QFD) |
| 12/30254927 DC : 0 | BS EN 16372 - AESTHETIC SURGERY SERVICES |
| I.S. EN 16844:2017+A2:2019 | Aesthetic medicine services - Non-surgical medical treatments |
| 09/30184534 DC : DRAFT JAN 2009 | BS ISO/IEC 20000-1 - INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| 17/30359426 DC : 0 | BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS |
| DIN EN ISO 18295-2:2016-07 (Draft) | CUSTOMER CONTACT CENTRES - PART 2: REQUIREMENTS FOR CLIENTS USING THE SERVICES OF CUSTOMER CONTACT CENTRES (ISO 18295-2:2017) |
| SAE AS9110C | Quality Management Systems – Requirements for Aviation Maintenance Organizations |
| I.S. EN 16372:2014 | AESTHETIC SURGERY SERVICES |
| I.S. EN 15224:2016 | QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE |
| EN ISO 15378:2017 | Primary packaging materials for medicinal products - Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP) (ISO 15378:2017) |
| I.S. EN 16489-3:2014 | PROFESSIONAL INDOOR UV EXPOSURE SERVICES - PART 3: REQUIREMENTS FOR THE PROVISION OF SERVICES |
| ISO 18091:2014 | Quality management systems — Guidelines for the application of ISO 9001:2008 in local government |
| ISO/PAS 30003:2008 | Ships and marine technology — Ship recycling management systems — Requirements for bodies providing audit and certification of ship recycling management |
| BS ISO 10003:2007 | Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations |
| EN 16844:2017 | Aesthetic medicine services - Non-surgical medical treatments |
| ISO/IEC Guide 76:2008 | Development of service standards — Recommendations for addressing consumer issues |
| ISO 18065:2015 | Tourism and related services — Tourist services for public use provided by Natural Protected Areas Authorities — Requirements |
| ISO 28003:2007 | Security management systems for the supply chain — Requirements for bodies providing audit and certification of supply chain security management systems |
| I.S. EN ISO/IEC 17011:2017 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR ACCREDITATION BODIES ACCREDITING CONFORMITY ASSESSMENT BODIES (ISO/IEC 17011:2017) |
| ISO 10019:2005 | Guidelines for the selection of quality management system consultants and use of their services |
| I.S. EN ISO 9000:2015 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015) |
| EN ISO/IEC 17040:2005 | Conformity assessment - General requirements for peer assessment of conformity assessment bodies and accreditation bodies (ISO/IEC 17040:2005) |
| EN ISO/IEC 17021-1:2015 | Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 1: Requirements (ISO/IEC 17021-1:2015) |
| ISO/PAS 17003:2004 | Conformity assessment — Complaints and appeals — Principles and requirements |
| BIS IS/ISO/TS 16949 : 2009 | QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS |
| ISO/TS 10004:2010 | Quality management — Customer satisfaction — Guidelines for monitoring and measuring |
| 09/30199026 DC : 0 | BS ISO/IEC 17021-2 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS AND REQUIREMENTS FOR THIRD-PARTY CERTIFICATION AUDITING OF MANAGEMENT SYSTEMS - PART 2: REQUIREMENTS FOR THIRD PARTY CERTIFICATION AUDITING OF MANAGEMENT SYSTEMS |
| ISO 17680:2015 | Tourism and related services — Thalassotherapy — Service requirements |
| BS EN ISO/IEC 17065:2012 | Conformity assessment. Requirements for bodies certifying products, processes and services |
| 11/30239914 DC : 0 | BS EN 16250-1 - LEVELS OF PERFORMANCE AND ACCEPTANCE FOR STREET CLEANING AND MUNICIPAL WASTE MANAGEMENT SERVICES - PART 1: GENERAL REQUIREMENTS |
| I.S. EN 16844:2017 | AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL PROCEDURES |
| PD CEN/TS 16118:2012 | Sheltered housing. Requirements for services for older people provided in a sheltered housing scheme |
| 13/30278758 DC : 0 | BS EN 16489-3 - PROFESSIONAL INDOOR SUN EXPOSURE SERVICES - PART 3: REQUIREMENTS FOR THE PROVISION OF SERVICES |
| 15/30329382 DC : 0 | BS EN 9120 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE DISTRIBUTORS |
| BS ISO 10008:2013 | Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions |
| ISO 24510:2007 | Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users |
| 10/30238393 DC : 0 | BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING |
| 14/30273523 DC : 0 | BS EN ISO 9001 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS |
| BS ISO 28003:2007 | Security management systems for the supply chain. Requirements for bodies providing audit and certification of supply chain security management systems |
| BS EN ISO 15378:2017 | Primary packaging materials for medicinal products. Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP) |
| BS EN ISO/IEC 17021-1:2015 | Conformity assessment. Requirements for bodies providing audit and certification of management systems Requirements |
| BS ISO 50007:2017 | Energy services. Guidelines for the assessment and improvement of the energy service to users |
| I.S. EN ISO/IEC 17021-1:2015 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 1: REQUIREMENTS (ISO/IEC 17021-1:2015) |
| PD ISO/TS 12812-5:2017 | Core banking. Mobile financial services Mobile payments to businesses |
| BS ISO/IEC 19796-3:2009 | Information technology. Learning, education and training. Quality management, assurances and metrics Reference methods and metrics |
| 16/30312185 DC : 0 | BS EN ISO/IEC 17011 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR ACCREDITATION BODIES ACCREDITING CONFORMITY ASSESSMENT BODIES |
| PREN 9100 : 200P4 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENCE ORGANIZATIONS |
| 16/30334735 DC : 0 | BS EN 15224 - HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015 |
| BIS IS/ISO 9000 : 2015 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY |
| PREN 15224 : DRAFT 2016 | HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015 |
| I.S. EN ISO 14065:2013 | GREENHOUSE GASES - REQUIREMENTS FOR GREENHOUSE GAS VALIDATION AND VERIFICATION BODIES FOR USE IN ACCREDITATION OR OTHER FORMS OF RECOGNITION (ISO 14065:2013) |
| IWA 27:2017 | Guiding principles and framework for the sharing economy |
| IWA 1:2005 | Quality management systems — Guidelines for process improvements in health service organizations |
| ISO/IEC 19796-3:2009 | Information technology — Learning, education and training — Quality management, assurance and metrics — Part 3: Reference methods and metrics |
| BS EN ISO/IEC 17011:2017 | Conformity assessment. Requirements for accreditation bodies accrediting conformity assessment bodies |
| BS ISO 26000:2010 | Guidance on social responsibility |
| EN ISO 9004:2018 | Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018) |
| ISO 10004:2012 | Quality management — Customer satisfaction — Guidelines for monitoring and measuring |
| ISO 14452:2012 | Network services billing — Requirements |
| I.S. CWA 15554:2006 | SPECIFICATIONS FOR A WEB ACCESSIBILITY CONFORMITY ASSESSMENT SCHEME AND A WEB ACCESSIBILITY QUALITY MARK |
| DIN EN ISO 9000:2015-11 | QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015) |
| ISO 26000:2010 | Guidance on social responsibility |
| ISO 10001:2007 | Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations |
| ISO 10003:2007 | Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations |
| ISO/IEC 17065:2012 | Conformity assessment — Requirements for bodies certifying products, processes and services |
| ISO 19600:2014 | Compliance management systems — Guidelines |
| ISO/IEC TS 17021-3:2013 | Conformity assessment — Requirements for bodies providing audit and certification of management systems — Part 3: Competence requirements for auditing and certification of quality management systems |
| BS EN 14012:2008 | Postal services. Quality of service. Complaints handling principles |
| ISO/IEC 17021:2011 | Conformity assessment — Requirements for bodies providing audit and certification of management systems |
| ISO/IEC 20000-2:2012 | Information technology — Service management — Part 2: Guidance on the application of service management systems |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC 17040:2005 | Conformity assessment — General requirements for peer assessment of conformity assessment bodies and accreditation bodies |
| ISO 18295-1:2017 | Customer contact centres — Part 1: Requirements for customer contact centres |
| ISO 14065:2013 | Greenhouse gases — Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition |
| ISO/IEC 17021-1:2015 | Conformity assessment — Requirements for bodies providing audit and certification of management systems — Part 1: Requirements |
| EN ISO 18295-2:2017 | Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017) |
| EN 16372:2014 | Aesthetic surgery services |
| EN 15733:2009 | Services of real estate agents - Requirements for the provision of services of real estate agents |
| EN ISO 18295-1:2017 | Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) |
| EN 16489-3:2014 | Professional indoor UV exposure services - Part 3: Requirements for the provision of services |
| EN 15838:2009 | Customer Contact Centres - Requirements for service provision |
| EN ISO/IEC 17021:2011 | Conformity assessment - Requirements for bodies providing audit and certification of management systems (ISO/IEC 17021:2011) |
| EN 14012:2008 | Postal services - Quality of service - Complaints handling principles |
| EN 16224:2012+A1:2014 | Healthcare provision by chiropractors |
| 12/30209299 DC : 0 | BS ISO 10008 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS |
| 13/30275054 DC : 0 | BS 7499 - STATIC SITE GUARDING AND MOBILE PATROL SERVICES - CODE OF PRACTICE |
| ISO/PAS 28003:2006 | Security management systems for the supply chain - Requirements for bodies providing audit and certification of supply chain security management systems |
| 18/30358588 DC : 0 | BS EN ISO 29001 - PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS |
| ISO 10008:2013 | Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions |
| 15/30328933 DC : 0 | BS EN 9100 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS |
| ISO/TS 16949:2009 | Quality management systems — Particular requirements for the application of ISO 9001:2008 for automotive production and relevant service part organizations |
| BIP 2211:2012 | Complaints management Turning negatives into positives |
| CEI UNI ISO/IEC 20000-1 : 2012 | INFORMATION TECHNOLOGY - SERVICE MANAGEMENT - PART 1: SERVICE MANAGEMENT SYSTEM REQUIREMENTS |
| BS ISO 10014:2006 | Quality management. Guidelines for realizing financial and economic benefits |
| 16/30343033 DC : 0 | BS ISO/IEC 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS |
| 12/30239859 DC : 0 | ISO 10377 - CONSUMER PRODUCT SAFETY - GUIDELINES FOR SUPPLIERS |
| DIN EN 15224:2016-04 (Draft) | QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE |
| BIP 2222:2012 | Complaints management Turning negatives into positives (including BS ISO 10002:2004 and BS ISO 10003:2007) |
| DIN EN ISO 18295-1:2016-07 (Draft) | CUSTOMER CONTACT CENTRES - PART 1: REQUIREMENTS FOR CUSTOMER CONTACT CENTRES (ISO 18295-1:2017) |
| BS PD ISO/IEC TS 17021-3 : 2013 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS |
| ISO/IEC Guide 14:2018 | Products and related services — Information for consumers |
| PD ISO/TS 22003:2013 | Food safety management systems — Requirements for bodies providing audit and certification of food safety management systems |
| DD ISO/PAS 30003:2008 | Ships and marine technology. Ship recycling management systems. Requirements for bodies providing audit and certification of ship recycling management |
| BS ISO 10001:2007 | Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations |
| SAE AS9100D | Quality Management Systems - Requirements for Aviation, Space, and Defense Organizations |
| ISO 10018:2012 | Quality management — Guidelines on people involvement and competence |
| I.S. ISO 10019:2005 | GUIDELINES FOR THE SELECTION OF QUALITY MANAGEMENT SYSTEM CONSULTANTS AND USE OF THEIR SERVICES |
| I.S. EN ISO 9004:2009 | QUALITY MANAGEMENT - QUALITY OF AN ORGANIZATION - GUIDANCE TO ACHIEVE SUSTAINED SUCCESS (ISO 9004:2018) |
| S.R. CEN/CLC/ISO/IEC/TS 17021-3:2016 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS (ISO/IEC/TS 17021-3:2013) |
| ISO 30003:2009 | Ships and marine technology — Ship recycling management systems — Requirements for bodies providing audit and certification of ship recycling management |
| ISO 9004:2018 | Quality management — Quality of an organization — Guidance to achieve sustained success |
| S.R. ISO/TS 9002:2016 | QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2015 |
| DD ISO/PAS 28003:2006 | Security management systems for the supply chain. Requirements for bodies providing audit and certification of supply chain security management systems |
| DIN EN ISO 9004:2009-12 | MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH |
| ISO 50007:2017 | Energy services — Guidelines for the assessment and improvement of the energy service to users |
| ISO/IEC 17011:2017 | Conformity assessment — Requirements for accreditation bodies accrediting conformity assessment bodies |
| ISO/TS 12812-5:2017 | Core banking — Mobile financial services — Part 5: Mobile payments to businesses |
| BS EN 16844 : 2017 | AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL TREATMENTS |
| ISO/TS 22003:2013 | Food safety management systems — Requirements for bodies providing audit and certification of food safety management systems |
| I.S. EN ISO/IEC 17021:2011 | CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS |
| I.S. EN ISO 15378:2017 | PRIMARY PACKAGING MATERIALS FOR MEDICINAL PRODUCTS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2015, WITH REFERENCE TO GOOD MANUFACTURING PRACTICE (GMP) (ISO 15378:2017) |
| DIN EN ISO 9001:2015-11 | QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015) |
| BS EN ISO 9000:2015 | Quality management systems. Fundamentals and vocabulary |
| BS EN ISO 9001:2015 | Quality management systems. Requirements |
| ISO/IEC 20000-1:2011 | Information technology — Service management — Part 1: Service management system requirements |
| DIN EN 15224:2017-05 | QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE |
| CEN ISO/TS 29001:2011 | Petroleum, petrochemical and natural gas industries - Sector-specific quality management systems - Requirements for product and service supply organizations (ISO/TS 29001:2010) |
| CEN/TS 16880:2015 | Service excellence - Creating outstanding customer experiences through service excellence |
| EN ISO/IEC 17065:2012 | Conformity assessment - Requirements for bodies certifying products, processes and services (ISO/IEC 17065:2012) |
| EN ISO 14065:2013 | Greenhouse gases - Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition (ISO 14065:2013) |
| DIN EN 15838:2010-02 | CUSTOMER CONTACT CENTRES - REQUIREMENTS FOR SERVICE PROVISION |
| UNE-EN 15838:2010 | Customer Contact Centres - Requirements for service provision |
| UNE-EN ISO/IEC 17065:2012 | Conformity assessment - Requirements for bodies certifying products, processes and services (ISO/IEC 17065:2012) |
| UNE-CEN/CLC ISO/IEC/TS 17021-3:2016 | Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013) |
| UNE-ISO 14785:2015 | Tourist information offices - Tourist information and reception services - Requirements |
| UNE-ISO/TS 9002:2017 | Quality management systems -- Guidelines for the application of ISO 9001:2015 |
| UNE-ISO 26000:2012 | Guidance on social responsibility |
| UNE-ISO/IEC TS 17021-3:2014 | Conformity assessment -- Requirements for bodies providing audit and certification of management systems -- Part 3: Competence requirements for auditing and certification of quality management systems |
| UNE-EN ISO/IEC 17011:2017 | Conformity assessment - Requirements for accreditation bodies accrediting conformity assessment bodies (ISO/IEC 17011:2017) |
| UNE-ISO 19600:2015 | Compliance management systems. Guidelines. |
| UNE 179008:2016 | Quality management system for liver transplantation units |
| UNE-ISO 10004:2015 | Quality managemen. Customer satisfaction. Guidelines for monitoring and measuring |
| UNE 179002:2018 | Health services. Quality management system for health care transport organization. |
| UNE-EN ISO 18295-1:2018 | Customer contact centres - Part 1: Requirements for customer contact centres (ISO 18295-1:2017) |
| UNE-EN ISO 14065:2015 | Greenhouse gases - Requirements for greenhouse gas validation and verification bodies for use in accreditation or other forms of recognition (ISO 14065:2013) |
| UNE-ISO/TS 22003:2015 | Food safety management systems -- Requirements for bodies providing audit and certification of food safety management systems |
| UNE-ISO 28003:2014 | Security management systems for the supply chain. Requirements for bodies providing audit and certification of supply chain security management systems |
| UNE-CEN/TS 16880:2015 | Service excellence - Creating outstanding customer experiences through service excellence |
| UNE-EN 15224:2017 | Quality management systems - EN ISO 9001:2015 for healthcare |
| UNE-EN ISO 9001:2015 | Quality management systems - Requirements (ISO 9001:2015) |
| UNE-EN ISO 9000:2015 | Quality management systems - Fundamentals and vocabulary (ISO 9000:2015) |
| UNE-EN ISO/IEC 17021-1:2015 | Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 1: Requirements (ISO/IEC 17021-1:2015) |
| UNE-EN 16372:2015 | Aesthetic surgery services |
| UNE-ISO 18065:2016 | Tourism and related services -- Tourist services for public use provided by Natural Protected Areas Authorities -- Requirements. |
| UNE-ISO/IEC 20000-1:2011 | Information technology. Service management. Part 1: Service Management System requirements |
| UNE-EN ISO 18295-2:2018 | Customer contact centres - Part 2: Requirements for clients using the services of customer contact centres (ISO 18295-2:2017) |
| UNE-ISO/IEC 20000-2:2015 | Information technology. Service management. Part 2: Guidance on the application of service management systems |
| UNE-ISO 18091:2015 | Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government |
| UNE-EN ISO/IEC 17021:2011 | Conformity assessment - Requirements for bodies providing audit and certification of management systems (ISO/IEC 17021:2011) |
| UNE-ISO 10018:2015 | Quality management. Guidelines on people involvement and competence |
| ISO 10001:2007 | Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations |
| ISO 19011:2011 | Guidelines for auditing management systems |
| ISO 10004:2012 | Quality management — Customer satisfaction — Guidelines for monitoring and measuring |
| ISO 10003:2007 | Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations |
| ISO 9004:2009 | Managing for the sustained success of an organization — A quality management approach |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC Guide 71:2014 | Guide for addressing accessibility in standards |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
Summarise
US$96.00
Excluding Tax where applicable
Please Login or Create an Account so you can add users to your Multi user PDF Later.
Important note : All end users must be registered with an Account prior to user licenses being assigned.
Users cannot be edited or removed once added to your Multi user PDF.