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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Superseded date: 12-07-2021
Language(s): English
Published date: 01-01-2017
Publisher: Canadian Standards Association
Foreword Introduction1 Scope2 Normative references3 Terms and definitions4 Guiding principles5 Dispute-resolution framework6 Planning, design and development7 Operations8 Maintenance and 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 fairnessAnnex G (normative) - Guidance on competenceAnnex H (normative) - Guidance on timelinessAnnex I (normative) - Guidance on transparencyAnnex J (informative) - Guidance on selecting providersAnnex K (informative) - Guidance on dispute-resolution policyAnnex L (informative) - Guidance on elements of design for dispute resolutionAnnex M (informative) - Dispute-resolution flowchartBibliography
Provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.
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