BS ISO 10001:2007

Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10002 and ISO 10003
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
  4.1 General
  4.2 Commitment
  4.3 Capacity
  4.4 Visibility
  4.5 Accessibility
  4.6 Responsiveness
  4.7 Accuracy
  4.8 Accountability
  4.9 Continual improvement
5 Code framework
  5.1 Establishment
  5.2 Integration
6 Planning, design and development
  6.1 Determine code objectives
  6.2 Gather and assess information
  6.3 Obtain and assess input from relevant interested
      parties
  6.4 Prepare code
  6.5 Prepare performance indicators
  6.6 Prepare code procedures
  6.7 Prepare internal and external communication plan
  6.8 Determine resources needed
7 Implementation
8 Maintenance and improvement
  8.1 Collection of information
  8.2 Evaluation of code performance
  8.3 Satisfaction with the code
  8.4 Review of the code and code framework
  8.5 Continual improvement
Annex A (informative) - Simplified examples of components
                        of codes for different organizations
Annex B (informative) - Inter-relationship of ISO 10001,
                        ISO 10002 and ISO 10003
Annex C (informative) - Guidance for small businesses
Annex D (normative) - Guidance on accessibility
Annex E (normative) - Guidance on input from interested parties
Annex F (informative) - Code framework
Annex G (informative) - Guidance on adopting a code provided by
                        another organization
Annex H (normative) - Guidance on preparing the code
Annex I (normative) - Guidance on preparing communication plans
Bibliography

Gives guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.