A series of books produced by the British Standards Institution (BSi) providing practical guidance and advice on integrating the systems operating within an organisation. The IMS series provides a framework into which additional management systems can be incorporated., This series is published in Australia by SAI Global Ltd. It provides an understanding of how the principles of IMS are addressed in the UK an understanding that can be readily applied here in Australia. This Part (4) is intended to help those organisations setting up a customer satisfaction management system that will become an integral part of the overall management system, rather than a separate system.