BS ISO 10001-2008 Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations《质量管理 顾客满意度 组织管理的规范指南》.pdf

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1、BRITISH STANDARDBS ISO 10001:2007Quality management Customer satisfaction Guidelines for codes of conduct for organizationsICS 03.120.10g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g3

2、8g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 10001:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 29 February 2008 BSI 2008ISBN 978 0 580 54155 1National forewordThis British Standard is the UK implementation of ISO 10001:2007.The UK parti

3、cipation in its preparation was entrusted by Technical Committee SVS/1, Business services, to Panel SVS/1/-/1, Customer service.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions

4、of a contract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legal obligations. Amendments/corrigenda issued since publicationDate CommentsReference numberISO 10001:2007(E)INTERNATIONAL STANDARD ISO10001First edition2007-12-01Quality

5、 management Customer satisfaction Guidelines for codes of conduct for organizations Management de la qualit Satisfaction du client Lignes directrices relatives aux codes de conduite des organismes BS ISO 10001:2007ii iiiContents Page Foreword. v Introduction . vi 0.1 General vi 0.2 Relationship with

6、 ISO 9001 and ISO 9004 .vi 0.3 Relationship with ISO 10002 and ISO 10003 vii 0.4 Statements regarding conformity . vii 1 Scope 1 2 Normative references 1 3 Terms and definitions .1 4 Guiding principles .3 4.1 General3 4.2 Commitment.3 4.3 Capacity 3 4.4 Visibility 3 4.5 Accessibility.3 4.6 Responsiv

7、eness.3 4.7 Accuracy.3 4.8 Accountability 3 4.9 Continual improvement.3 5 Code framework.3 5.1 Establishment 3 5.2 Integration 4 6 Planning, design and development .4 6.1 Determine code objectives .4 6.2 Gather and assess information4 6.3 Obtain and assess input from relevant interested parties 4 6.

8、4 Prepare code 4 6.5 Prepare performance indicators 5 6.6 Prepare code procedures .5 6.7 Prepare internal and external communication plan.5 6.8 Determine resources needed .5 7 Implementation 6 8 Maintenance and improvement6 8.1 Collection of information 6 8.2 Evaluation of code performance6 8.3 Sati

9、sfaction with the code 7 8.4 Review of the code and code framework 7 8.5 Continual improvement.7 Annex A (informative) Simplified examples of components of codes for different organizations.8 Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003.9 Annex C (informative) Guida

10、nce for small businesses.10 Annex D (normative) Guidance on accessibility11 Annex E (normative) Guidance on input from interested parties 12 Annex F (informative) Code framework 13 BS ISO 10001:2007iv Annex G (informative) Guidance on adopting a code provided by another organization 14 Annex H (norm

11、ative) Guidance on preparing the code 15 Annex I (normative) Guidance on preparing communication plans . 16 Bibliography . 18 BS ISO 10001:2007vForeword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of pr

12、eparing 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-governmental, i

13、n 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. The main tas

14、k 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 vote. Attentio

15、n 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 10001 was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance, Subcommit

16、tee SC 3, Supporting technologies. BS ISO 10001:2007vi Introduction 0.1 General Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisf

17、action code of conduct consists of promises and related provisions that address issues such as product delivery, product returns, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product or its performance (see Annex A for examples). A

18、 customer satisfaction code of conduct can be part of an effective approach to complaints management. This involves: a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct; b) internal complaints handling, for instances when expressions of dissatisfaction are

19、 received; c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with internally. This International Standard provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, an

20、d that the customer satisfaction code is accurate and not misleading. Its use can: enhance fair trade practices and customer confidence in an organization; improve customer understanding of what to expect from an organization in terms of its products and relations with customers, thereby reducing th

21、e likelihood of misunderstandings and complaints; potentially decrease the need for new regulations governing an organizations conduct towards its customers. 0.2 Relationship with ISO 9001 and ISO 9004 This International Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives o

22、f these two standards through the effective and efficient application of a process to develop and implement a code of conduct related to customer satisfaction. This International Standard can also be used independently of ISO 9001 and ISO 9004. ISO 9001 specifies requirements for a quality managemen

23、t system that can be used for internal application by organizations, or for certification, or for contractual purposes. A customer satisfaction code of conduct implemented in accordance with this International Standard (ISO 10001) can be an element of a quality management system. This International

24、Standard is not intended for certification or for contractual purposes. ISO 9004 provides guidance on continual improvement of performance regarding quality management systems. This International Standard (ISO 10001) can further enhance performance regarding codes of conduct, as well as increase the

25、 satisfaction of customers and other interested parties. It can also facilitate the continual improvement of the quality of products and processes based on feedback from customers and other interested parties. NOTE Apart from customers, other interested parties can include suppliers, industry associ

26、ations and their members, consumer organizations, relevant government agencies, personnel, owners and others who are affected by an organizations customer satisfaction code of conduct. BS ISO 10001:2007vii0.3 Relationship with ISO 10002 and ISO 10003 This International Standard is compatible with IS

27、O 10002 and ISO 10003. These three standards can be used either independently or in conjunction with each other. When used together, this International Standard, ISO 10002, and ISO 10003 can be part of a broader and integrated framework for enhanced customer satisfaction through codes of conduct, co

28、mplaints handling and dispute resolution (see Annex B). ISO 10002 contains guidance on the internal handling of product-related complaints. By fulfilling the promises given in a customer satisfaction code of conduct, organizations decrease the likelihood of problems arising because there is less pot

29、ential for confusion regarding customer expectations concerning the organization and its products. ISO 10003 contains guidance on the resolution of disputes regarding product-related complaints that could not be satisfactorily resolved internally. When disputes do arise, the existence of a customer

30、satisfaction code of conduct can assist the parties in understanding customer expectations and the organizations attempts to meet those expectations. 0.4 Statements regarding conformity This International Standard is designed to be used solely as a guidance document. Where all applicable guidance pr

31、ovided in this International Standard has been implemented, statements that a customer satisfaction code of conduct is planned, designed, developed, implemented, maintained and improved based on that guidance can be made. However, any statements claiming or implying conformity to this International

32、Standard are inconsistent with this International Standard, and it is therefore inappropriate to make such statements. NOTE Statements claiming or implying conformity to this International Standard are thus inappropriate in any promotional and communication material, such as press releases, advertis

33、ements, 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. BS ISO 10001:2007blank1Quality management Customer satisfaction Guidelines f

34、or codes of conduct for organizations 1 Scope This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This International Standard is applicable to product-related codes containing promises made

35、 to customers by an organization concerning its behaviour. Such promises 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” enco

36、mpasses services, software, hardware and processed 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

37、, including organizations that design customer 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 conduct, nor does it address

38、 other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers. This International Standard is not intended for certification or for contractual purposes, and it is not intended to change any righ

39、ts or obligations provided by applicable statutory and regulatory requirements. NOTE 3 While this International Standard is not intended for contractual purposes, customer satisfaction codes of conduct promises can be included in an organizations contracts. NOTE 4 This International Standard is aime

40、d at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct. 2 Normative references The following referenced documents are indis

41、pensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO 9000:2005, Quality management systems Fundamentals and vocabulary 3 Terms and definitions

42、 For the purposes of this document, the terms and definitions given in ISO 9000:2005 and the following apply. BS ISO 10001:20072 3.1 customer satisfaction code of conduct code promises, made to customers (3.4) by an organization (3.6) concerning its behaviour, that are aimed at enhanced customer sat

43、isfaction (3.5) and related provisions NOTE 1 Related provisions can include objectives, conditions, limitations, contact information and complaints handling procedures. NOTE 2 Hereafter in this International Standard, the term “code” is used in place of “customer satisfaction code of conduct”. 3.2

44、complainant person, organization (3.6) or their representative, making a complaint (3.3) NOTE This definition clarifies the definition given in ISO 10002, in that a representative can represent a person or an organization. 3.3 complaint expression of dissatisfaction made to an organization (3.6), re

45、lated to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected ISO 10002:2004, 3.2 NOTE Complaints can be made in relation to the code (3.1). 3.4 customer organization (3.6) or person that receives a product EXAMPLE Consumer, cli

46、ent, end-user, retailer, beneficiary or purchaser. NOTE 1 A customer can be internal or external to the organization. NOTE 2 For the purposes of this International Standard, the term “customer” includes potential customers. NOTE 3 Adapted from ISO 9000:2005, 3.3.5. 3.5 customer satisfaction customer

47、s (3.4) perception of the degree to which the customers requirements have been fulfilled NOTE 1 Customer complaints (3.3) are a common indicator of low customer satisfaction but their absence does not necessarily imply high customer satisfaction. NOTE 2 Even when customer requirements have been agre

48、ed with the customer and fulfilled, this does not necessarily ensure high customer satisfaction. ISO 9000:2005, 3.1.4 3.6 organization group of people and facilities with an arrangement of responsibilities, authorities and relationships EXAMPLE Company, corporation, firm, enterprise, institution, ch

49、arity, sole trader, association, government agency or parts or combination thereof. NOTE Adapted from ISO 9000:2005, 3.3.1. BS ISO 10001:200734 Guiding principles 4.1 General Effective and efficient planning, design, development, implementation, maintenance and improvement of a code is based on adherence to the customer-focused guiding principles set out in 4.2 to 4.9. 4.2 Commitment An organization should be actively committed to the adoption, integration and dissemination of a code and the fulfilment of its promises. 4.3 Capacity Sufficient resources shoul