DIN ISO 10003-2008
质量管理.顾客满意度.外界对组织的争议解决指南

Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2007); Text in German, English and French

DIN ISO 10003-2008 发布历史

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.

DIN ISO 10003-2008由德国标准化学会 DE-DIN 发布于 2008-07。

DIN ISO 10003-2008 在中国标准分类中归属于: A00 标准化、质量管理，在国际标准分类中归属于: 03.120.10 质量管理和质量保证。

DIN ISO 10003-2008 发布之时，引用了标准

• ISO 9000-2005 质量管理体系.基本原理和词汇

DIN ISO 10003-2008的历代版本如下：

• 2008年07月 DIN ISO 10003-2008 质量管理.顾客满意度.外界对组织的争议解决指南

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标准号

DIN ISO 10003-2008

发布日期

2008年07月

实施日期

废止日期

无

中国标准分类号

A00

国际标准分类号

03.120.10

发布单位

DE-DIN

引用标准

ISO 9000-2005

适用范围

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.

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