SZNS ISO 10001:2007 Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations

E225.24

This standard provides guidance for planning, designing, developing, implementing, maintain and improving customer satisfaction codes of conduct.

 

Clear
SKU: N/A Category: Tag:

Description

This standard provides guidance for planning, designing, developing, implementing, maintain and improving customer satisfaction codes of conduct.

TABLE OF CONTENTS

Contents Page
Introduction vi
0.1 General vi
0.2 Relationship with ISO 9001 and ISO 9004 vi
0.3 Relationship with ISO 10002 and ISO 10003 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 Commitment 3
4.3 Capacity 3
4.4 Visibility 3
4.5 Accessibility 3
4.6 Responsiveness 3
4.7 Accuracy 3
4.8 Accountability 3
4.9 Continual improvement 3
5 Code framework 3
5.1 Establishment 3
5.2 Integration 4
6 Planning, design and development 4
6.1 Determine code objectives 4
6.2 Gather and assess information 4
6.3 Obtain and assess input from relevant interested parties 4
6.4 Prepare code 4
6.5 Prepare performance indicators 5
6.6 Prepare code procedures 5
6.7 Prepare internal and external communication plan 5
6.8 Determine resources needed 5
7 Implementation 5
8 Maintenance and improvement 6
8.1 Collection of information 6
8.2 Evaluation of code performance 6
8.3 Satisfaction with the code 6
8.4 Review of the code and code framework 6
8.5 Continual improvement 7
Annex A (informative) Simplified examples of components of codes for different organizations 8
Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003 10
Annex C (informative) Guidance for small businesses 11
Annex D (normative) Guidance on accessibility 12
Annex E (normative) Guidance on input from interested parties 13
Annex F (informative) Code framework 14
Annex G (informative) Guidance on adopting a code provided by another organization 15
Annex H (normative) Guidance on preparing the code 16
Annex I (normative) Guidance on preparing communication plans 17
Bibliography 18

Additional information

Format

PDF, Hardcopy