DIN ISO 10001:2008
质量管理.顾客满意度.组织管理的规范指南

Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations (ISO 10001:2007); Text in German, English and French

被代替

标准号

DIN ISO 10001:2008

发布

2008年

发布单位

德国标准化学会

替代标准

DIN ISO 10001 E:2017-07

当前最新

DIN ISO 10001:2019-07

 

 

引用标准

ISO 9000:2005

适用范围

This International Standard provides guidance for planning, designing, de- veloping, implementing, maintaining and improving customer satisfaction codes of conduct. This International Standard is applicable to product- related codes containing promises made to customers by an organization concerning its behaviour. Such prom- ises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations. NOTE 1 Throughout this International Standard, the term "product" encompasses services, software, hardware and proc- essed materials. NOTE 2 In this International Standard, the term "product" applies only to the product intended for, or required by, a customer. This International Standard is intended for use by organizations regardless of type, size and product provided, in- cluding organizations that design cus- tomer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses. This International Standard does not prescribe the substantive content of customer satisfaction codes of con- duct, 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 be- tween an organization and its suppli- ers. This International Standard is not in- tended for certification or for contrac- tual purposes, and it is not intended to change any rights or obligations pro- vided by applicable statutory and regu- latory requirements. NOTE 3 While this International Standard is not intended for contractual purposes, customer satisfaction codes of conduct promises can be included in an organiza- tion's contracts. NOTE4 This International Standard is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household pur- poses, although it is applicable to all cus- tomer satisfaction codes of conduct.

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