BS ISO 10003:2007
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
Hardcopy , PDF
07-20-2018
English
02-29-2008
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
4.1 General
4.2 Consent to participate
4.3 Accessibility
4.4 Suitability
4.5 Fairness
4.6 Competence
4.7 Timeliness
4.8 Confidentiality
4.9 Transparency
4.10 Legality
4.11 Capacity
4.12 Continual improvement
5 Dispute-resolution framework
5.1 Commitment
5.2 Dispute-resolution policy
5.3 Top management responsibilities
6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operations
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization's response
7.5 Resolution of dispute
7.6 Implementation of resolution
7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Management review
8.4 Continual 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
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