Skip to content
Please enter a keyword to search

  • UNI ISO 10004 : 2013

    View superseded by
    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
    View superseded by

    QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING

    Available format(s): 

    Superseded date:  27-05-2013

    Language(s): 

    Published date:  31-12-2012

    Publisher:  Ente Nazionale Italiano di Unificazione (UNI)

    Sorry this product is not available in your region.

    Add To Cart

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

    INTRODUZIONE
    1 SCOPO E CAMPO DI APPLICAZIONE
    2 RIFERIMENTI NORMATIVI
    3 TERMINI E DEFINIZIONI
    4 CONCETTO E PRINCIPI GUIDA
    5 QUADRO DI RIFERIMENTO PER MONITORARE
      E MISURARE LA SODDISFAZIONE DEL CLIENTE
    6 PIANIFICAZIONE
    7 FUNZIONAMENTO
    8 MANTENIMENTO E MIGLIORAMENTO
    APPENDICE A (normativa) - MODELLO CONCETTUALE DI
                SODDISFAZIONE DEL CLIENTE
    APPENDICE B (normativa) - IDENTIFICAZIONE DELLE
                ASPETTATIVE DEL CLIENTE
    APPENDICE C (normativa) - MISURAZIONE DIRETTA DELLA
                SODDISFAZIONE DEL CLIENTE
    APPENDICE D (normativa) - ANALISI DEI DATI DI SODDISFAZIONE
                DEL CLIENTE
    APPENDICE E (normativa) - UTILIZZAZIONE DELLE INFORMAZIONI
                SULLA SODDISFAZIONE DEL CLIENTE
    APPENDICE F (informativa) - RELAZIONE TRA LA PRESENTE
                NORMA INTERNAZIONALE E LE ISO 10001,
                ISO 10002 E ISO 10003
    BIBLIOGRAFIA

    Abstract - (Show below) - (Hide below)

    Gives guidance in defining and implementing processes to monitor and measure customer satisfaction.

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

    Development Note Italian version issued in MAY 2013. (05/2013)
    Document Type Standard
    Publisher Ente Nazionale Italiano di Unificazione (UNI)
    Status Superseded
    Superseded By

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

    ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
    ISO/TR 10017:2003 Guidance on statistical techniques for ISO 9001:2000
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO/TR 13425:2006 Guidelines for the selection of statistical methods in standardization and specification
    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
    View more information

    • Access your standards online with a subscription

      Features

      • Simple online access to standards, technical information and regulations
      • Critical updates of standards and customisable alerts and notifications
      • Multi - user online standards collection: secure, flexibile and cost effective