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Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
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Available format(s): Hardcopy, PDF
Superseded date: 20-07-2018
Language(s): English
Published date: 29-02-2008
Publisher: British Standards Institution
ForewordIntroduction 0.1 General0.2 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 improvement5 Dispute-resolution framework 5.1 Commitment 5.2 Dispute-resolution policy 5.3 Top management responsibilities6 Planning, design and development 6.1 General 6.2 Objectives 6.3 Activities 6.4 Resources7 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 improvementAnnex A (informative) - Guidance on dispute-resolution methodsAnnex B (informative) - Inter-relationship of ISO 10001, ISO 10002 and ISO 10003Annex C (normative) - Guidance on consent to participateAnnex D (normative) - Guidance on accessibilityAnnex E (normative) - Guidance on suitabilityAnnex F (normative) - Guidance on fairness Annex G (normative) - Guidance on competence Annex H (normative) - Guidance on timelinessAnnex I (normative) - Guidance on transparency Annex J (informative) - Guidance on selecting providers Annex K (informative) - Guidance on dispute-resolution policyAnnex 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.
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