I.S. ISO 10003:2007
Withdrawn
A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.
QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
Hardcopy , PDF
14-06-2019
English
14-06-2012
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Foreword
Introduction
0.1 General
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10001 and ISO 10002
0.4 Statements regarding conformity
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
Specifies guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.
| DevelopmentNote |
Issue date: 14/06/2012 (06/2012)
|
| DocumentType |
Standard
|
| Pages |
49
|
| PublisherName |
National Standards Authority of Ireland
|
| Status |
Withdrawn
|
| 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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