ISO 10001-2007 质量管理.顾客满意度.组织管理的规范指南

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【英文标准名称】:Qualitymanagement-Customersatisfaction-Guidelinesforcodesofconductfororganizations
【原文标准名称】:质量管理.顾客满意度.组织管理的规范指南
【标准号】:ISO10001-2007
【标准状态】:现行
【国别】:国际
【发布日期】:2007-12
【实施或试行日期】:
【发布单位】:国际标准化组织(IX-ISO)
【起草单位】:ISO/TC176
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;能力;竞争;抱怨;消费者;消费者与供货者的关系;消费者满意度;定义;指导手册;检验;管理;方位;计划;过程控制;质量保证;质量控制;质量管理;可靠度;可靠性;服务设施
【英文主题词】:After-salesservices;Competence;Competition;Complaints;Consumers;Consumer-supplierrelations;Customersatisfaction;Definitions;Englishlanguage;Frenchlanguage;Germanlanguage;Guidebooks;Inspection;Management;Multilingual;Orientation;Planning;Processcontrol;Qualityassurance;Qualitycontrol;Qualitymanagement;Reliability;Responsibility;Services
【摘要】:ThisInternationalStandardprovidesguidanceforplanning,designing,developing,implementing,maintainingandimprovingcustomersatisfactioncodesofconduct.ThisInternationalStandardisapplicabletoproductrelatedcodescontainingpromisesmadetocustomersbyanorganizationconcerningitsbehaviour.Suchpromisesandrelatedprovisionsareaimedatenhancedcustomersatisfaction.AnnexAprovidessimplifiedexamplesofcomponentsofcodesfordifferentorganizations.NOTE1ThroughoutthisInternationalStandard,theterm“product”encompassesservices,software,hardwareandprocessedmaterials.NOTE2InthisInternationalStandard,theterm“product”appliesonlytotheproductintendedfor,orrequiredby,acustomer.ThisInternationalStandardisintendedforusebyorganizationsregardlessoftype,sizeandproductprovided,includingorganizationsthatdesigncustomersatisfactioncodesofconductforusebyotherorganizations.AnnexCgivesguidancespecificallyforsmallbusinesses.ThisInternationalStandarddoesnotprescribethesubstantivecontentofcustomersatisfactioncodesofconduct,nordoesitaddressothertypesofcodesofconduct,suchasthosethatrelatetotheinteractionbetweenanorganizationanditspersonnel,orbetweenanorganizationanditssuppliers.ThisInternationalStandardisnotintendedforcertificationorforcontractualpurposes,anditisnotintendedtochangeanyrightsorobligationsprovidedbyapplicablestatutoryandregulatoryrequirements.NOTE3WhilethisInternationalStandardisnotintendedforcontractualpurposes,customersatisfactioncodesofconductpromisescanbeincludedinanorganization’scontracts.NOTE4ThisInternationalStandardisaimedatcustomersatisfactioncodesofconductconcerningindividualcustomerspurchasingorusinggoods,propertyorservicesforpersonalorhouseholdpurposes,althoughitisapplicabletoallcustomersatisfactioncodesofconduct.
【中国标准分类号】:A00
【国际标准分类号】:03_120_10
【页数】:18P;A4
【正文语种】:英语