Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2007); Text in German, English and French
This Intemational Standard provides
guidance for an organization to plan,
design, develop, operate, maintain and
improve an effective and efficient dis-
pute-resolution process for complaints
that have not been resolved by the
organization. This International Stan-
dard is applicable to:
-- complaints relaling to the organi-
zation's products intended for, or
required by, customers, the com-
plaints-handling process or dis-
pute-resolution process;
NOTE 1 Throughout this International
Standard, the term "product" encompasses
services, software, hardware and proc-
essed materials.
I resolution of disputes arising from
domestic or cross-border busi-
ness activities, including those a-
rising from electronic commerce.
This International Standard is intended
for use by organizations regardless of
type, size and product provided, and
deals with
-- guidance on determining when
and how organizations can par-
ticipate in dispute resolution,
-- guidance on the selection of pro-
viders and use of their services,
-- top management involvement in,
and commitment to, dispute reso-
lution and deployment of ade-
quate resources within the or-
ganization,
-- the essentials for fair, suitable,
transparent and accessible dis-
pute resolution,
-- guidance on management of an
organization's participation in dis-
pute resolution, and
-- monitoring, evaluating and im-
proving the dispute-resolution
process.
NOTE2 This International Standard is
particularly aimed at dispute resolution
between an organization and
-- individuals purchasing or using prod-
ucts for personal or household pur-
poses, or
-- small businesses.