BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS

Available format(s)

Hardcopy , PDF

Language(s)

English

Publisher

British Standards Institution

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principals
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, ISO 10003 and ISO 10004
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

BS ISO 10003.

Committee	SVS/0
DocumentType	Draft
Pages	44
PublisherName	British Standards Institution
Status	NA

ISO 10001:2007	Quality management Customer satisfaction Guidelines for codes of conduct for organizations
ISO 10015:1999	Quality management Guidelines for training
ISO 10004:2012	Quality management Customer satisfaction Guidelines for monitoring and measuring
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