SANS 10003-2008 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations《质量管理 顾客满意度 外界与组织的争议解决用指南》.pdf

《SANS 10003-2008 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations《质量管理 顾客满意度 外界与组织的争议解决用指南》.pdf》由会员分享，可在线阅读，更多相关《SANS 10003-2008 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations《质量管理 顾客满意度 外界与组织的争议解决用指南》.pdf（45页珍藏版）》请在麦多课文档分享上搜索。

1、 Collection of SANS standards in electronic format (PDF) 1. Copyright This standard is available to staff members of companies that have subscribed to the complete collection of SANS standards in accordance with a formal copyright agreement. This document may reside on a CENTRAL FILE SERVER or INTRA

2、NET SYSTEM only. Unless specific permission has been granted, this document MAY NOT be sent or given to staff members from other companies or organizations. Doing so would constitute a VIOLATION of SABS copyright rules. 2. Indemnity The South African Bureau of Standards accepts no liability for any

3、damage whatsoever than may result from the use of this material or the information contain therein, irrespective of the cause and quantum thereof. ISBN 978-0-626-22061-7 SANS 10003:2008 Edition 1 ISO 10003:2007 Edition 1SOUTH AFRICAN NATIONAL STANDARD Quality management Customer satisfaction Guideli

4、nes for dispute resolution external to organizations This national standard is the identical implementation of ISO 10003:2007 and is adopted with the permission of the International Organization for Standardization. Published by SABS Standards Division 1 Dr Lategan Road Groenkloof Private Bag X191 P

5、retoria 0001 Tel: +27 12 428 7911 Fax: +27 12 344 1568 www.sabs.co.za SABS This standard may only be used and printed by approved subscription and freemailing clients of the SABS.SANS 10003:2008 Edition 1 ISO 10003:2007 Edition 1 Table of changes Change No. Date Scope National foreword This South Af

6、rican standard was approved by National Committee SABS TC 176, Quality assurance and quality management matters, in accordance with procedures of the SABS Standards Division, in compliance with annex 3 of the WTO/TBT agreement. This SANS document was published in November 2008. This standard may onl

7、y be used and printed by approved subscription and freemailing clients of the SABS. Reference number ISO 10003:2007(E) ISO 2007INTERNATIONAL STANDARD ISO 10003 First edition 2007-12-01 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de

8、la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de conflits aux organismes SANS 10003:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO 10003:2007(E) PDF disclaimer This PDF file may contain embedded typ

9、efaces. In accordance with Adobes licensing policy, this file may be printed or viewed but shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In downloading this file, parties accept therein the responsibility of not infr

10、inging Adobes licensing policy. The ISO Central Secretariat accepts no liability in this area. Adobe is a trademark of Adobe Systems Incorporated. Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation parameters were opt

11、imized for printing. Every care has been taken to ensure that the file is suitable for use by ISO member bodies. In the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below. COPYRIGHT PROTECTED DOCUMENT ISO 2007 All rights reserved.

12、Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from either ISO at the address below or ISOs member body in the country of the requester. I

13、SO copyright office Case postale 56 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO 2007 All rights reservedSANS 10003:2008This standard may only be used and printed by approved subscription and freemailing client

14、s of the SABS.ISO 10003:2007(E) ISO 2007 All rights reserved iii Contents Page Foreword. v Introduction . vi 0.1 General vi 0.2 Relationship with ISO 9001 and ISO 9004 vii 0.3 Relationship with ISO 10001 and ISO 10002 vii 0.4 Statements regarding conformity . vii 1 Scope 1 2 Normative references 2 3

15、 Terms and definitions .2 4 Guiding principles .3 4.1 General3 4.2 Consent to participate.4 4.3 Accessibility.4 4.4 Suitability4 4.5 Fairness 4 4.6 Competence .4 4.7 Timeliness 4 4.8 Confidentiality4 4.9 Transparency .5 4.10 Legality .5 4.11 Capacity 5 4.12 Continual improvement.5 5 Dispute-resoluti

16、on framework5 5.1 Commitment.5 5.2 Dispute-resolution policy5 5.3 Top management responsibilities6 6 Planning, design and development .6 6.1 General6 6.2 Objectives.7 6.3 Activities .7 6.4 Resources.8 7 Operations 8 7.1 General8 7.2 Complaint referral8 7.3 Receipt of dispute notice 8 7.4 Formulation

17、 of the organizations response.9 7.5 Resolution of dispute 9 7.6 Implementation of resolution .11 7.7 Closing the file .11 8 Maintenance and improvement11 8.1 Monitoring 11 8.2 Analysis and evaluation11 8.3 Management review.12 8.4 Continual improvement.12 Annex A (informative) Guidance on dispute-r

18、esolution methods14 Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003.16 SANS 10003:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO 10003:2007(E) iv ISO 2007 All rights reservedAnnex C (normative) Guidance o

19、n consent to participate. 17 Annex D (normative) Guidance on accessibility. 19 Annex E (normative) Guidance on suitability 21 Annex F (normative) Guidance on fairness . 23 Annex G (normative) Guidance on competence . 25 Annex H (normative) Guidance on timeliness. 26 Annex I (normative) Guidance on t

20、ransparency . 27 Annex J (informative) Guidance on selecting providers 29 Annex K (informative) Guidance on dispute-resolution policy 30 Annex L (informative) Guidance on elements of design for dispute resolution 31 Annex M (informative) Dispute-resolution flowchart 32 Bibliography . 34 SANS 10003:2

21、008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO 10003:2007(E) ISO 2007 All rights reserved v Foreword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). Th

22、e work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-gov

23、ernmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

24、The main task of technical committees is to prepare International Standards. Draft International Standards adopted by the technical committees are circulated to the member bodies for voting. Publication as an International Standard requires approval by at least 75 % of the member bodies casting a vo

25、te. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. ISO 10003 was prepared by Technical Committee ISO/TC 176, Quality management and quality assuranc

26、e, Subcommittee SC 3, Supporting technologies. SANS 10003:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO 10003:2007(E) vi ISO 2007 All rights reservedIntroduction 0.1 General This International Standard provides guidance for organizati

27、ons to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-related complaints. Dispute resolution gives an avenue of redress when organizations do not remedy a complaint internally. Most complaints can be resolved successfully within t

28、he organization, without the need for further time-consuming and more adversarial procedures. NOTE 1 Organizations are encouraged to develop an effective and efficient internal complaints-handling process consistent with ISO 10002. There are different methods for resolving disputes and different ter

29、ms used to describe them. These methods are facilitative, advisory or determinative (see Annex A). Each method can be used by itself or the methods can be used in sequence. This International Standard can be used to a) design a dispute-resolution process and decide when to offer dispute resolution t

30、o complainants, and b) select a dispute-resolution provider (hereinafter referred to as “provider”; see 3.9) that is able to meet an organizations specific needs and expectations. NOTE 2 Providers from the public and private sectors can take various forms around the world, including industry- sector

31、 specific associations, ombudsmen and multi-sector associations. While this International Standard is directed towards organizations, providers can also benefit from knowing what guidance is being given to organizations. Providers can also use the guidance in their dispute-resolution process. Organi

32、zations are encouraged to plan, design, develop, operate, maintain and improve a dispute-resolution process in conjunction with a customer satisfaction code of conduct and internal complaints-handling process, and to integrate them with the organizations quality or other management systems. This Int

33、ernational Standard can assist individuals and organizations in evaluating the effectiveness, efficiency and fairness of an organizations dispute-resolution process. Implementation of this International Standard can: provide flexible dispute resolution that, in comparison with court-based processes,

34、 can be less expensive, easier and quicker, especially in disputes across borders; help to enhance customer satisfaction and loyalty; provide a benchmark against which individuals and organizations can evaluate claims by organizations and providers that they operate in an effective, efficient and fa

35、ir manner; help to inform potential users of dispute resolution about the conditions of access, cost and the legal consequences; enhance the ability of an organization to identify and eliminate causes of disputes; improve the way complaints and disputes are handled in the organization; provide addit

36、ional information that can contribute to improvement of the organizations processes and products; improve the organizations reputation or avoid damage to it; SANS 10003:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.ISO 10003:2007(E) ISO 2

37、007 All rights reserved vii improve domestic and international competitiveness; provide confidence of fair and consistent treatment of disputes throughout the global marketplace. Note that external dispute resolution can be the subject of statutory and regulatory requirements. NOTE 3 Terminology use

38、d in connection with dispute resolution is not always the same throughout the world. Annex A provides a glossary of some of the equivalent terms. 0.2 Relationship with ISO 9001 and ISO 9004 This International Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two

39、standards through the effective and efficient application of a dispute-resolution process. This International Standard can also be used independently of ISO 9001 and ISO 9004. ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations,

40、or for certification, or for contractual purposes. The dispute-resolution process described in this International Standard (ISO 10003) can be used as an element of a quality management system. This International Standard is not intended for certification or for contractual purposes. ISO 9004 provide

41、s guidance on continual improvement of performance regarding quality management systems. The use of this International Standard (ISO 10003) can further enhance performance in resolving disputes with complainants and increase the satisfaction of customers, complainants and other interested parties. I

42、t can also facilitate the continual improvement of the quality of processes and products based on feedback from customers, complainants and other interested parties. NOTE Apart from customers and complainants, other interested parties can include suppliers, industry associations and their members, c

43、onsumer organizations, relevant government agencies, personnel, owners and others who are affected by the dispute-resolution process. 0.3 Relationship with ISO 10001 and ISO 10002 This International Standard is compatible with ISO 10001 and ISO 10002. These three standards can be used either indepen

44、dently or in conjunction with each other. When used together, ISO 10001, ISO 10002 and this International Standard can be part of a broader and integrated framework for enhanced customer satisfaction through codes of conduct, complaints handling and dispute resolution (see Annex B). ISO 10001 contai

45、ns guidance on customer satisfaction codes of conduct for organizations. Such codes, in setting out what customers can expect from the organization and its products, can decrease the likelihood of problems arising and can eliminate causes of complaints and disputes. When complaints and disputes do a

46、rise, the existence of codes of conduct can assist the parties in understanding customer expectations and the organizations attempts to meet those expectations. ISO 10002 contains guidance on the internal handling of product-related complaints. This International Standard (ISO 10003) can be used whe

47、n complaints are not resolved internally. 0.4 Statements regarding conformity This International Standard is designed to be used solely as a guidance document. Where all applicable guidance provided in this International Standard has been implemented, statements that a dispute-resolution process is

48、based on that guidance can be made. However, any statements claiming or implying conformity to this International Standard are inconsistent with this International Standard, and it is therefore inappropriate to make such statements. NOTE Statements claiming or implying conformity to this Internation

49、al Standard are thus inappropriate in any promotional and communication material, such as press releases, advertisements, marketing brochures, videos, staff announcements, logos, slogans and catch lines for diverse media, ranging from print and broadcasting to Internet and multi-media applications, to product labels, signs and banners. SANS 10003:2008This standard may only be used and printed by approved subscription and freemailing clients of the SABS.SANS 10003:2008This standard may only be used and printed by