BS ISO 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

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1、BRITISH STANDARDBS ISO 10003:2007Quality management Customer satisfaction Guidelines for dispute resolution external to organizationsICS 03.120.10g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3

2、g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 10003:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 29 February 2008 BSI 2008ISBN 978 0 580 53022 7National forewordThis British Standard is the UK implementation of ISO 10003:2007.Th

3、e UK participation 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 p

4、rovisions 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 10003:2007(E)INTERNATIONAL STANDARD ISO10003First edition2007-12

5、-01Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de conflits aux organismes BS ISO 10003:2007ii iiiContents Page Foreword. v Introduction . vi 0.1 G

6、eneral 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 Terms and definitions .2 4 Guiding principles .3 4.1 General3 4.2 Consent to participate.4 4.3 Accessibility.4 4.

7、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-resolution framework5 5.1 Commitment.5 5.2 Dispute-resolution policy5 5.3 Top management responsibilities6 6 Planning, des

8、ign 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 of the organizations response.9 7.5 Resolution of dispute 9 7.6 Implementation of resolution .11 7.7 Closing the

9、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-resolution methods14 Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003.16 BS ISO 10003

10、:2007iv Annex C (normative) Guidance on 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

11、. 26 Annex I (normative) Guidance on transparency . 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 flowc

12、hart 32 Bibliography . 34 BS ISO 10003:2007vForeword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each membe

13、r 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, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Elec

14、trotechnical 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 task of technical committees is to prepare International Standards. Draft International Standards adopt

15、ed 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. Attention is drawn to the possibility that some of the elements of this document may be the subject of paten

16、t 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 assurance, Subcommittee SC 3, Supporting technologies. BS ISO 10003:2007vi Introduction 0.1 General This International S

17、tandard provides guidance for organizations 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 complain

18、ts can be resolved successfully within the 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

19、for resolving disputes and different terms 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 d

20、ecide when to offer dispute resolution to 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 arou

21、nd the world, including industry-sector 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 t

22、heir dispute-resolution process. Organizations 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 qualit

23、y or other management systems. This International 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

24、 comparison with court-based processes, 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 op

25、erate in an effective, efficient and fair 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 han

26、dled in the organization; provide additional information that can contribute to improvement of the organizations processes and products; improve the organizations reputation or avoid damage to it; BS ISO 10003:2007vii improve domestic and international competitiveness; provide confidence of fair and

27、 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 used in connection with dispute resolution is not always the same throughout the world. Annex A provides a glossa

28、ry 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 standards through the effective and efficient application of a dispute-resolution process. This International

29、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, or for certification, or for contractual purposes. The dispute-resolution process described in this Internatio

30、nal 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 provides guidance on continual improvement of performance regarding quality management systems. The use of this Inter

31、national Standard (ISO 10003) can further enhance performance in resolving disputes with complainants and increase the satisfaction of customers, complainants and other interested parties. It can also facilitate the continual improvement of the quality of processes and products based on feedback fro

32、m customers, complainants and other interested parties. NOTE Apart from customers and complainants, other interested parties can include suppliers, industry associations and their members, consumer organizations, relevant government agencies, personnel, owners and others who are affected by the disp

33、ute-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 independently or in conjunction with each other. When used together, ISO 10001, ISO 10002 and this International Stan

34、dard 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 contains guidance on customer satisfaction codes of conduct for organizations. Such codes, in setting out what custo

35、mers 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 arise, the existence of codes of conduct can assist the parties in understanding customer expectations and the

36、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 when complaints are not resolved internally. 0.4 Statements regarding conformity This International Standard is d

37、esigned 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 based on that guidance can be made. However, any statements claiming or implying conformity to this Internatio

38、nal 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, adve

39、rtisements, 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 10003:2007blank1Quality management Customer satisfaction Guidelin

40、es for dispute resolution external to organizations 1 Scope This International Standard provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.

41、This International Standard is applicable to: complaints relating to the organizations products intended for, or required by, customers, the complaints-handling process or dispute-resolution process; NOTE 1 Throughout this International Standard, the term “product” encompasses services, software, ha

42、rdware and processed materials. resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce. This International Standard is intended for use by organizations regardless of type, size and product provided, and deals with guidance

43、on determining when and how organizations can participate in dispute resolution, guidance on the selection of providers and use of their services, top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization, the essentials for fai

44、r, suitable, transparent and accessible dispute resolution, guidance on management of an organizations participation in dispute resolution, and monitoring, evaluating and improving the dispute-resolution process. NOTE 2 This International Standard is particularly aimed at dispute resolution between

45、an organization and individuals purchasing or using products for personal or household purposes, or small businesses. This International Standard is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes

46、. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard does not apply to complaints handling within an organization. BS ISO 10003:20072 2 Normative references The following referenced documents are indispensa

47、ble 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 For

48、the purposes of this document, the terms and definitions given in ISO 9000:2005 and the following apply. 3.1 association organization (3.8) consisting of member organizations or persons 3.2 complainant person, organization (3.8), or their representative, making a complaint (3.3) NOTE 1 In this Inter

49、national Standard, customers who refer their complaints to a provider in the first instance are also considered to be “complainants”. NOTE 2 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 (3.8), related 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 mad