CSA ISO 10003 : 2008
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
View Superseded by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 DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
Hardcopy , PDF
12-07-2021
English
01-01-2017
Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
5 Dispute-resolution framework
6 Planning, design and development
7 Operations
8 Maintenance and improvement
Annex A (informative) - Guidance on dispute-resolution
methods
Annex B (informative) - Inter-relationship of ISO 10001,
ISO 10002 and ISO 10003
Annex C (normative) - Guidance on consent to participate
Annex D (normative) - Guidance on accessibility
Annex E (normative) - Guidance on suitability
Annex F (normative) - Guidance on fairness
Annex G (normative) - Guidance on competence
Annex H (normative) - Guidance on timeliness
Annex I (normative) - Guidance on transparency
Annex J (informative) - Guidance on selecting providers
Annex K (informative) - Guidance on dispute-resolution policy
Annex L (informative) - Guidance on elements of design for
dispute resolution
Annex M (informative) - Dispute-resolution flowchart
Bibliography
Provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints.
| DocumentType |
Standard
|
| Pages |
56
|
| ProductNote |
Reconfirmed EN
|
| PublisherName |
Canadian Standards Association
|
| Status |
Superseded
|
| SupersededBy |
| Standards | Relationship |
| ISO 10003:2007 | Identical |
| ISO 10001:2007 | Quality management Customer satisfaction Guidelines for codes of conduct for organizations |
| ISO 10015:1999 | Quality management Guidelines for training |
| 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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