BS ISO 10004:2012
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
View Superseded by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
Hardcopy , PDF
English
31-01-2013
13-08-2018
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
5 Framework for monitoring and measuring
customer satisfaction
6 Planning
7 Operation
8 Maintenance and improvement
Annex A (normative) - Conceptual model of customer
satisfaction
Annex B (normative) - Identification of customer
expectations
Annex C (normative) - Direct measurement of customer
satisfaction
Annex D (normative) - Analysis of customer satisfaction
data
Annex E (normative) - Using customer satisfaction
information
Annex F (informative) - Relationship between this
International Standard, ISO 10001, ISO 10002
and ISO 10003
Bibliography
Gives guidance in defining and implementing processes to monitor and measure customer satisfaction.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes DD ISO/TS 10004 & 10/30238393 DC. (01/2013)
|
| DocumentType |
Standard
|
| Pages |
42
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes | |
| UnderRevision |
| Standards | Relationship |
| ISO 10004:2012 | Identical |
| 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 |
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