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  • BS ISO 10004:2012

    View superseded by
    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    Quality management. Customer satisfaction. Guidelines for monitoring and measuring

    Available format(s):  Hardcopy, PDF

    Superseded date:  13-08-2018

    Language(s):  English

    Published date:  31-01-2013

    Publisher:  British Standards Institution

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

    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

    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)

    Committee SVS/0
    Development Note Supersedes DD ISO/TS 10004 & 10/30238393 DC. (01/2013)
    Document Type Standard
    Publisher British Standards Institution
    Status Superseded
    Superseded By
    Supersedes
    Under Revision

    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
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