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Superseded

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BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING

Available format(s)

Hardcopy , PDF

Superseded date

01-31-2013

Language(s)

English

Publisher

British Standards Institution

Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Concept and guiding principles
4 Framework for monitoring and measuring customer
satisfaction
5 Planning
6 Operation
7 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) - Inter-relationship of ISO 10001,
ISO 10002, ISO 10003 and ISO 10004
Bibliography

Committee	QS/1
DocumentType	Draft
Pages	42
PublisherName	British Standards Institution
Status	Superseded
SupersededBy	BS ISO 10004:2012

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