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  • ISO 10001:2007

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    Quality management Customer satisfaction Guidelines for codes of conduct for organizations

    Available format(s):  Hardcopy, PDF, PDF 3 Users, PDF 5 Users, PDF 9 Users

    Withdrawn date:  09-08-2018

    Language(s):  English, French, Russian, Spanish, Castilian

    Published date:  11-20-2007

    Publisher:  International Organization for Standardization

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    Abstract - (Show below) - (Hide below)

    ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.

    ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

    ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.

    ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

    General Product Information - (Show below) - (Hide below)

    Development Note DRAFT ISO/DIS 10001 is also available for this standard. (06/2017)
    Document Type Standard
    Publisher International Organization for Standardization
    Status Withdrawn
    Superseded By

    Standards Referenced By This Book - (Show below) - (Hide below)

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    UNE-ISO/IEC TS 17021-3:2014 Conformity assessment -- Requirements for bodies providing audit and certification of management systems -- Part 3: Competence requirements for auditing and certification of quality management systems
    09/30140724 DC : 0 BS ISO 26000 - GUIDANCE ON SOCIAL RESPONSIBILITY
    I.S. EN 16844:2017 AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL PROCEDURES
    DD ISO/TS 16949 : 2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    08/30195548 DC : 0 DD ISO/TS 16949: 2009 - QUALITY MANAGEMENT SYSTEMS: PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    SWIFT 2:2009 EMBEDDING EFFECTIVE MANAGEMENT SYSTEMS IN PUBLIC SECTOR ORGANIZATIONS - GUIDANCE FOR THE IMPLEMENTATION OF ISO 9001:2008
    DD ISO/TS 29001 : 2010 PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
    CSA ISO TS 16949 : 2009 : R2015 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    CSA ISO 9001 : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
    CSA ISO TS 16949 : 2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    IWA 27:2017 Guiding principles and framework for the sharing economy
    IWA 4:2009 Quality management systems Guidelines for the application of ISO 9001:2008 in local government
    PD ISO/TS 9002:2016 Quality management systems. Guidelines for the application of ISO 9001:2015
    NSAI/ISO Guide to ISO 9001:2015 ISO 9001:2015 FOR SMALL ENTERPRISES - WHAT TO DO? - ADVICE FROM ISO/TC 176
    S.R. CEN ISO TS 29001:2011 PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
    I.S. EN 16224:2012 HEALTHCARE PROVISION BY CHIROPRACTORS
    UNE-EN 15224:2017 Quality management systems - EN ISO 9001:2015 for healthcare
    I.S. EN ISO 9001:2015 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
    CEN/CLC ISO/IEC/TS 17021-3:2016 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013)
    EN 15224:2016 Quality management systems - EN ISO 9001:2015 for healthcare
    DIN EN 15224:2017-05 QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    CEN Guide 15:2012 Guidance document for the development of service standards
    DIN ISO 26000:2011-01 Guidance on social responsibility (ISO 26000:2010)
    BS EN 15224:2016 Quality management systems. EN ISO 9001:2015 for healthcare
    DD ISO/TS 10004:2010 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
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    13/30278952 DC : 0 BS EN 16372 - AESTHETIC SURGERY AND AESTHETIC NON-SURGICAL MEDICAL SERVICES
    DIN EN 16224:2015-03 HEALTHCARE PROVISION BY CHIROPRACTORS
    CSA ISO 26000 : 2016 GUIDANCE ON SOCIAL RESPONSIBILITY
    09/30204355 DC : 0 ISO/TS 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
    CSA ISO/TS 16949 : 2009(R2015) QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    I.S. ISO 10003:2007 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    ISO 15378:2017 Primary packaging materials for medicinal products — Particular requirements for the application of ISO 9001:2015, with reference to good manufacturing practice (GMP)
    ISO 9004:2018 Quality management — Quality of an organization — Guidance to achieve sustained success
    BS EN 16224 : 2012 HEALTHCARE PROVISION BY CHIROPRACTORS
    I.S. ISO 26000:2010 GUIDANCE ON SOCIAL RESPONSIBILITY
    UNI ISO 18091 : 2014 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2008 IN LOCAL GOVERNMENT
    UNI CEI ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEM
    BS ISO 10002:2014 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR COMPLAINTS HANDLING IN ORGANIZATIONS
    UNI ISO TS 16949 : 2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    I.S. 373:2013 UNIVERSAL DESIGN FOR CUSTOMER ENGAGEMENT IN TOURISM SERVICES
    EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
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    ISO 9000:2015 Quality management systems Fundamentals and vocabulary
    ISO/TS 29001:2010 Petroleum, petrochemical and natural gas industries Sector-specific quality management systems Requirements for product and service supply organizations
    UNE-EN ISO 9000:2015 Quality management systems - Fundamentals and vocabulary (ISO 9000:2015)
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    15/30329378 DC : 0 BS EN 9110 - AEROSPACE SERIES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS
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    15/30317874 DC : 0 BS EN 16844 - AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL PROCEDURES
    PD CEN/CLC ISO/IEC TS 17021-3:2016 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS (ISO/IEC/TS 17021-3:2013)
    PD ISO/TS 16949:2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    12/30271063 DC : 0 PD ISO/IEC/TS 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
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    17/30359426 DC : 0 BS ISO 10003 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    UNI ISO 10003 : 2008 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    SAE AS 9110 : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION MAINTENANCE ORGANIZATIONS
    UNI ISO 10018 : 2013 QUALITY MANAGEMENT - GUIDELINES ON PEOPLE INVOLVEMENT AND COMPETENCE
    I.S. EN 16372:2014 AESTHETIC SURGERY SERVICES
    I.S. EN 15224:2016 QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    ISO 18091:2014 Quality management systems Guidelines for the application of ISO 9001:2008 in local government
    UNI ISO/TS 10004 : 2011 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
    BS ISO 10003:2007 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
    EN 16844:2017 Aesthetic medicine services - Non-surgical medical treatments
    ISO/IEC Guide 76:2008 Development of service standards Recommendations for addressing consumer issues
    UNE-EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
    UNE-ISO 10018:2015 Quality management. Guidelines on people involvement and competence
    I.S. EN ISO 9000:2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
    BIS IS/ISO/TS 16949 : 2009 QUALITY MANAGEMENT SYSTEMS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2008 FOR AUTOMOTIVE PRODUCTION AND RELEVANT SERVICE PART ORGANIZATIONS
    ISO/TS 10004:2010 Quality management Customer satisfaction Guidelines for monitoring and measuring
    UNE-ISO 10002:2015 Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations
    08/30135847 DC : DRAFT AUG 2008 BS ISO 9004 - MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
    15/30329382 DC : 0 BS EN 9120 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE DISTRIBUTORS
    BS ISO 10008:2013 Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions
    UNE-ISO 26000:2012 Guidance on social responsibility
    UNE-ISO/TS 9002:2017 Quality management systems -- Guidelines for the application of ISO 9001:2015
    10/30238393 DC : 0 BS ISO 10004 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
    14/30273523 DC : 0 BS EN ISO 9001 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS
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    CSA ISO 10003 : 2008 : R2017 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS
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    BS ISO/IEC 19796-3:2009 INFORMATION TECHNOLOGY - LEARNING, EDUCATION AND TRAINING - QUALITY MANAGEMENT, ASSURANCE AND METRICS - PART 3: REFERENCE METHODS AND METRICS
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    I.S. EN 16844:2017+A2:2019 Aesthetic medicine services - Non-surgical medical treatments
    CSA ISO 9004 : 2009 : R2015 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
    PREN 9100 : 200P4 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENCE ORGANIZATIONS
    16/30334735 DC : 0 BS EN 15224 - HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
    BIS IS/ISO 9000 : 2015 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY
    SWIFT 9:2012 UNIVERSAL DESIGN FOR ENERGY SUPPLIERS
    PREN 15224 : DRAFT 2016 HEALTH CARE SERVICES - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS BASED ON EN ISO 9001:2015
    ISO/IEC 19796-3:2009 Information technology — Learning, education and training — Quality management, assurance and metrics — Part 3: Reference methods and metrics
    BS ISO 26000:2010 Guidance on social responsibility
    EN ISO 9004:2018 Quality management - Quality of an organization - Guidance to achieve sustained success (ISO 9004:2018)
    ISO 10004:2012 Quality management Customer satisfaction Guidelines for monitoring and measuring
    I.S. EN ISO 15378:2017 PRIMARY PACKAGING MATERIALS FOR MEDICINAL PRODUCTS - PARTICULAR REQUIREMENTS FOR THE APPLICATION OF ISO 9001:2015, WITH REFERENCE TO GOOD MANUFACTURING PRACTICE (GMP) (ISO 15378:2017)
    DIN EN ISO 9000:2015-11 QUALITY MANAGEMENT SYSTEMS - FUNDAMENTALS AND VOCABULARY (ISO 9000:2015)
    ISO 26000:2010 Guidance on social responsibility
    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    ISO/IEC TS 17021-3:2013 Conformity assessment Requirements for bodies providing audit and certification of management systems Part 3: Competence requirements for auditing and certification of quality management systems
    UNE-ISO 18091:2015 Quality management systems -- Guidelines for the application of ISO 9001:2008 in local government
    ISO 9001:2015 Quality management systems — Requirements
    EN 16372:2014 Aesthetic surgery services
    EN 16224:2012+A1:2014 Healthcare provision by chiropractors
    CSA ISO 10008 : 2015 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
    12/30209299 DC : 0 BS ISO 10008 - QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR BUSINESS-TO-CONSUMER ELECTRONIC COMMERCE TRANSACTIONS
    BS EN 16372:2014 Aesthetic surgery services
    18/30358588 DC : 0 BS EN ISO 29001 - PETROLEUM, PETROCHEMICAL AND NATURAL GAS INDUSTRIES - SECTOR-SPECIFIC QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR PRODUCT AND SERVICE SUPPLY ORGANIZATIONS
    ISO 10008:2013 Quality management — Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions
    15/30328933 DC : 0 BS EN 9100 - QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
    ISO/TS 16949:2009 Quality management systems Particular requirements for the application of ISO 9001:2008 for automotive production and relevant service part organizations
    UNE-ISO 10004:2015 Quality managemen. Customer satisfaction. Guidelines for monitoring and measuring
    16/30343033 DC : 0 BS ISO/IEC 17021-3 - CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
    DIN EN 15224:2016-04 (Draft) QUALITY MANAGEMENT SYSTEMS - EN ISO 9001:2015 FOR HEALTHCARE
    BIP 2222 : 2012 COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES (INCLUDING BS ISO 10002:2004 AND BS ISO 10003:2007)
    UNE-CEN/CLC ISO/IEC/TS 17021-3:2016 Conformity assessment - Requirements for bodies providing audit and certification of management systems - Part 3: Competence requirements for auditing and certification of quality management systems (ISO/IEC/TS 17021-3:2013)
    BS PD ISO/IEC TS 17021-3 : 2013 CONFORMITY ASSESSMENT - REQUIREMENTS FOR BODIES PROVIDING AUDIT AND CERTIFICATION OF MANAGEMENT SYSTEMS - PART 3: COMPETENCE REQUIREMENTS FOR AUDITING AND CERTIFICATION OF QUALITY MANAGEMENT SYSTEMS
    CSA ISO 9004 : 2009 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
    SAE AS 9100D : 2016 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS FOR AVIATION, SPACE AND DEFENSE ORGANIZATIONS
    ISO 10018:2012 Quality management Guidelines on people involvement and competence
    UNE 179002:2018 Health services. Quality management system for health care transport organization.
    I.S. EN ISO 9004:2009 QUALITY MANAGEMENT - QUALITY OF AN ORGANIZATION - GUIDANCE TO ACHIEVE SUSTAINED SUCCESS (ISO 9004:2018)
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    S.R. ISO/TS 9002:2016 QUALITY MANAGEMENT SYSTEMS - GUIDELINES FOR THE APPLICATION OF ISO 9001:2015
    UNI ISO 10004 : 2013 QUALITY MANAGEMENT - CUSTOMER SATISFACTION - GUIDELINES FOR MONITORING AND MEASURING
    DIN EN ISO 9004:2009-12 MANAGING FOR THE SUSTAINED SUCCESS OF AN ORGANIZATION - A QUALITY MANAGEMENT APPROACH
    UNI ISO 26000 : 2010 GUIDANCE ON SOCIAL RESPONSIBILITY
    UNI EN 16224 : 2014 HEALTHCARE PROVISION BY CHIROPRACTORS
    BS EN 16844 : 2017 AESTHETIC MEDICINE SERVICES - NON-SURGICAL MEDICAL TREATMENTS
    DIN EN ISO 9001:2015-11 QUALITY MANAGEMENT SYSTEMS - REQUIREMENTS (ISO 9001:2015)
    BS EN ISO 9000:2015 Quality management systems. Fundamentals and vocabulary
    BS EN ISO 9001:2015 Quality management systems. Requirements
    CEN ISO/TS 29001:2011 Petroleum, petrochemical and natural gas industries - Sector-specific quality management systems - Requirements for product and service supply organizations (ISO/TS 29001:2010)

    Standards Referencing This Book - (Show below) - (Hide below)

    ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
    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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