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

E405.21

This standard contains guidance to plan, arrange, execute, maintain and improve an effective and efficient process to external dispute resolution for complaints that were not resolved by the organization internally.

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Description

This standard contains guidance to plan, arrange, execute, maintain and improve an effective and efficient process to external dispute resolution for complaints that were not resolved by the organization internally.

TABLE OF CONTENTS

Contents Page
0 Introduction vi
0.1 General vi
0.2 Relationship with ISO 9001 and ISO 9004 vii
0.3 Relationship with ISO 10001 and ISO 10002 vii
0.4 Statements regarding conformity vii
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Guiding principles 3
4.1 General 3
4.2 Consent to participate 3
4.3 Accessibility 3
4.4 Suitability 3
4.5 Fairness 3
4.6 Competence 4
4.7 Timeliness 4
4.8 Confidentiality 4
4.9 Transparency 4
4.10 Legality 4
4.11 Capacity 4
4.12 Continual improvement 4
5 Dispute-resolution framework 4
5.1 Commitment 4
5.2 Dispute-resolution policy 5
5.3 Top management responsibilities 5
6 Planning, design and development 6
6.1 General 6
6.2 Objectives 6
6.3 Activities 6
6.4 Resources 7
7 Operations 7
7.1 General 7
7.2 Complaint referral 7
7.3 Receipt of dispute notice 7
7.4 Formulation of the organization’s response 8
7.5 Resolution of dispute 8
7.6 Implementation of resolution 9
7.7 Closing the file 10
8 Maintenance and improvement 10
8.1 Monitoring 10
8.2 Analysis and evaluation 10
8.3 Management review 10
8.4 Continual improvement 11
Annex A (informative) Guidance on dispute-resolution methods 12
Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003 14
Annex C (normative) Guidance on consent to participate 15
Annex D (normative) Guidance on accessibility 17
Annex E (normative) Guidance on suitability 19
Annex F (normative) Guidance on fairness 20
Annex G (normative) Guidance on competence 22
Annex H (normative) Guidance on timeliness 23
Annex J (informative) Guidance on selecting providers 25
Annex K (informative) Guidance on dispute-resolution policy 26
Annex L (informative) Guidance on elements of design for dispute resolution 27
Annex M (informative) Dispute-resolution flowchart 28
Bibliography 29

Additional information

Format

PDF, Hardcopy