BS ISO 10001:2007
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations
Hardcopy , PDF
13-08-2018
English
29-02-2008
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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.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes 06/30153125 DC. (02/2008)
|
| DocumentType |
Standard
|
| Pages |
30
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| ISO 10001:2007 | Identical |
| BS 18477:2010 | Inclusive service provision. Requirements for identifying and responding to consumer vulnerability |
| ISO 10003:2007 | Quality management Customer satisfaction Guidelines for dispute resolution external to organizations |
| 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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