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  • 17/30359426 DC : 0

    NA Status of Standard is Unknown

    BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS

    Available format(s):  Hardcopy, PDF

    Language(s):  English

    Published date: 

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    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

    General Product Information - (Show below) - (Hide below)

    Comment Closes On
    Committee SVS/0
    Document Type Draft
    Publisher British Standards Institution
    Status NA

    Standards Referencing This Book - (Show below) - (Hide below)

    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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