CAN CSA-ISO 10003-2008 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations (First Edition).pdf

《CAN CSA-ISO 10003-2008 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations (First Edition).pdf》由会员分享，可在线阅读，更多相关《CAN CSA-ISO 10003-2008 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations (First Edition).pdf（56页珍藏版）》请在麦多课文档分享上搜索。

1、 Reference numberISO 10003:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10003First edition2007-12-01Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de con

2、flits aux organismes International Organization for Standardization (ISO), 2007. All rights reserved. NOT FOR RESALE.National Standard of CanadaCAN/CSA-ISO 10003:08(ISO 10003:2007)International Standard ISO 10003:2007 (first edition, 2007-12-01) has been adopted without modification(IDT) as CSA Stan

3、dard CAN/CSA-ISO 10003:08, which has been approved as a National Standard of Canadaby the Standards Council of Canada.ISBN 978-1-55436-748-1 February 2008Legal Notice for StandardsCanadian Standards Association (CSA) standards are developed through a consensus standards development process approved

4、by theStandards Council of Canada. This process brings together volunteers representing varied viewpoints and interests to achieve consensusand develop a standard. Although CSA administers the process and establishes rules to promote fairness in achieving consensus, it doesnot independently test, ev

5、aluate, or verify the content of standards.Disclaimer and exclusion of liabilityThis document is provided without any representations, warranties, or conditions of any kind, express or implied, including, withoutlimitation, implied warranties or conditions concerning this documents fitness for a par

6、ticular purpose or use, its merchantability, or itsnon-infringement of any third partys intellectual property rights. CSA does not warrant the accuracy, completeness, or currency of anyof the information published in this document. CSA makes no representations or warranties regarding this documents

7、compliance withany applicable statute, rule, or regulation.IN NO EVENT SHALL CSA, ITS VOLUNTEERS, MEMBERS, SUBSIDIARIES, OR AFFILIATED COMPANIES, OR THEIR EMPLOYEES,DIRECTORS, OR OFFICERS, BE LIABLE FOR ANY DIRECT, INDIRECT, OR INCIDENTAL DAMAGES, INJURY, LOSS, COSTS, OR EXPENSES,HOWSOEVER CAUSED, I

8、NCLUDING BUT NOT LIMITED TO SPECIAL OR CONSEQUENTIAL DAMAGES, LOST REVENUE, BUSINESSINTERRUPTION, LOST OR DAMAGED DATA, OR ANY OTHER COMMERCIAL OR ECONOMIC LOSS, WHETHER BASED IN CONTRACT,TORT (INCLUDING NEGLIGENCE), OR ANY OTHER THEORY OF LIABILITY, ARISING OUT OF OR RESULTING FROM ACCESS TO ORPOSS

9、ESSION OR USE OF THIS DOCUMENT, EVEN IF CSA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, INJURY, LOSS,COSTS, OR EXPENSES.In publishing and making this document available, CSA is not undertaking to render professional or other services for or on behalf of anyperson or entity or to perform any

10、 duty owed by any person or entity to another person or entity. The information in this document isdirected to those who have the appropriate degree of experience to use and apply its contents, and CSA accepts no responsibilitywhatsoever arising in any way from any and all use of or reliance on the

11、information contained in this document.CSA is a private not-for-profit company that publishes voluntary standards and related documents. CSA has no power, nor does itundertake, to enforce compliance with the contents of the standards or other documents it publishes.Intellectual property rights and o

12、wnershipAs between CSA and the users of this document (whether it be in printed or electronic form), CSA is the owner, or the authorizedlicensee, of all works contained herein that are protected by copyright, all trade-marks (except as otherwise noted to the contrary), andall inventions and trade se

13、crets that may be contained in this document, whether or not such inventions and trade secrets are protectedby patents and applications for patents. Without limitation, the unauthorized use, modification, copying, or disclosure of this documentmay violate laws that protect CSAs and/or others intelle

14、ctual property and may give rise to a right in CSA and/or others to seek legalredress for such use, modification, copying, or disclosure. To the extent permitted by licence or by law, CSA reserves all intellectualproperty rights in this document.Patent rightsAttention is drawn to the possibility tha

15、t some of the elements of this standard may be the subject of patent rights. CSA shall not be heldresponsible for identifying any or all such patent rights. Users of this standard are expressly advised that determination of the validity ofany such patent rights is entirely their own responsibility.A

16、uthorized use of this documentThis document is being provided by CSA for informational and non-commercial use only. The user of this document is authorized to doonly the following:If this document is in electronic form:.load this document onto a computer for the sole purpose of reviewing it;.search

17、and browse this document; and.print this document.Limited copies of this document in print or paper form may be distributed only to persons who are authorized by CSA to have suchcopies, and only if this Legal Notice appears on each such copy.In addition, users may not and may not permit others to.al

18、ter this document in any way or remove this Legal Notice from the attached standard;.sell this document without authorization from CSA; or.make an electronic copy of this document.If you do not agree with any of the terms and conditions contained in this Legal Notice, you may not load or use this do

19、cument ormake any copies of the contents hereof, and if you do make such copies, you are required to destroy them immediately. Use of thisdocument constitutes your acceptance of the terms and conditions of this Legal Notice.The Canadian Standards Association (CSA),under whose auspices this National

20、Standard hasbeen produced, was chartered in 1919 andaccredited by the Standards Council of Canadato the National Standards system in 1973. It is anot-for-profit, nonstatutory, voluntary membershipassociation engaged in standards development andcertification activities.CSA standards reflect a nationa

21、l consensus ofproducers and users including manufacturers,consumers, retailers, unions and professionalorganizations, and governmental agencies. Thestandards are used widely by industry and commerceand often adopted by municipal, provincial, andfederal governments in their regulations, particularlyi

22、n the fields of health, safety, building andconstruction, and the environment.Individuals, companies, and associations acrossCanada indicate their support for CSAs standardsdevelopment by volunteering their time and skillsto CSA Committee work and supporting theAssociations objectives through sustai

23、ningmemberships. The more than 7000 committeevolunteers and the 2000 sustaining membershipstogether form CSAs total membership from whichits Directors are chosen. Sustaining membershipsrepresent a major source of income for CSAsstandards development activities.The Association offers certification an

24、d testingservices in support of and as an extension to itsstandards development activities. To ensure theintegrity of its certification process, the Associationregularly and continually audits and inspects productsthat bear the CSA Mark.In addition to its head office and laboratorycomplex in Toronto

25、, CSA has regional branch officesin major centres across Canada and inspection andtesting agencies in eight countries. Since 1919, theAssociation has developed the necessary expertise tomeet its corporate mission: CSA is an independentservice organization whose mission is to provide anopen and effec

26、tive forum for activities facilitating theexchange of goods and services through the use ofstandards, certification and related services to meetnational and international needs.For further information on CSA services, write toCanadian Standards Association5060 Spectrum Way, Suite 100Mississauga, Ont

27、ario, L4W 5N6CanadaThe Standards Council of Canada (SCC) is thecoordinating body of the National StandardsSystem, a coalition of independent, autonomousorganizations working towards the furtherdevelopment and improvement of voluntarystandardization in the national interest.The principal objects of t

28、he SCC are to fosterand promote voluntary standardization as a meansof advancing the national economy, benefiting thehealth, safety, and welfare of the public, assistingand protecting the consumer, facilitating domesticand international trade, and furthering internationalcooperation in the field of

29、standards.A National Standard of Canada (NSC) is a standardprepared or reviewed by an accredited StandardsDevelopment Organization (SDO) and approvedby the SCC according to the requirements of CAN-P-2.Approval does not refer to the technical content of thestandard; this remains the continuing respon

30、sibility ofthe SDO. An NSC reflects a consensus of a number ofcapable individuals whose collective interests provide,to the greatest practicable extent, a balance ofrepresentation of general interests, producers,regulators, users (including consumers), and otherswith relevant interests, as may be ap

31、propriate to thesubject in hand. It normally is a standard which iscapable of making a significant and timely contributionto the national interest.Those who have a need to apply standards areencouraged to use NSCs. These standards are subjectto periodic review. Users of NSCs are cautionedto obtain t

32、he latest edition from the SDO whichpublishes the standard.The responsibility for approving standards asNational Standards of Canada rests with theStandards Council of Canada270 Albert Street, Suite 200Ottawa, Ontario, K1P 6N7CanadaCette Norme nationale du Canada est offerte en anglais et en franais

33、.Although the intended primary application of this Standard is stated in its Scope, it is importantto note that it remains the responsibility of the users to judge its suitability for their particular purpose.Registered trade-mark of Canadian Standards AssociationNational Standard of CanadaPublished

34、 in February 2008 by Canadian Standards AssociationA not-for-profit private sector organization5060 Spectrum Way, Suite 100, Mississauga, Ontario, Canada L4W 5N61-800-463-6727 416-747-4044Visit our Online Store at www.ShopCSA.caCAN/CSA-ISO 10003:08Quality management Customer satisfaction Guidelines

35、for dispute resolution external to organizationsPrepared byInternational Organization for StandardizationRegistered trade-mark of Canadian Standards AssociationReviewed byApproved byStandards Council of CanadaCAN/CSA-ISO 10003:08Quality management Customer satisfaction Guidelines for dispute resolut

36、ion external to organizationsFebruary 2008 Canadian Standards Association CSA/3CAN/CSA-ISO 10003:08Quality management Customer satisfaction Guidelines for dispute resolution external to organizationsCSA PrefaceThis is the first edition of CAN/CSA-ISO 10003, Quality management Customer satisfaction G

37、uidelines for dispute resolution external to organizations, which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10003 (first edition, 2007-12-01).The ISO 9000 and 10000 family of Standards was developed by quality experts

38、from around the world, under the auspices of the International Organization for Standardization (ISO) Technical Committee 176.This Standard was reviewed for Canadian adoption by the CSA Technical Committee on Quality Management, under the jurisdiction of the Strategic Steering Committee on Business

39、Management and Sustainability, and has been formally approved by the Technical Committee. This Standard has been approved as a National Standard of Canada by the Standards Council of Canada.February 2008 Canadian Standards Association 2008All rights reserved. No part of this publication may be repro

40、duced in any form whatsoever without the prior permission ofthe publisher. ISO material is reprinted with permission. Where the words “this International Standard” appear in the text, they should be interpreted as “this National Standard of Canada”.Inquiries regarding this National Standard of Canad

41、a should be addressed toCanadian Standards Association5060 Spectrum Way, Suite 100, Mississauga, Ontario, Canada L4W 5N61-800-463-6727 416-747-4000www.csa.caTo purchase CSA Standards and related publications, visit CSAs Online Store at www.ShopCSA.ca or call toll-free 1-800-463-6727 or 416-747-4044.

42、Reference numberISO 10003:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10003First edition2007-12-01Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de conf

43、lits aux organismes ISO 10003:2007(E) PDF disclaimer This PDF file may contain embedded typefaces. 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 t

44、he editing. In downloading this file, parties accept therein the responsibility of not infringing 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

45、can be found in the General Info relative to the file; the PDF-creation parameters were optimized 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 Secretar

46、iat at the address given below. COPYRIGHT PROTECTED DOCUMENT ISO 2007 All rights reserved. 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

47、from either ISO at the address below or ISOs member body in the country of the requester. ISO 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 ii ISO 2007 All rights reservedCAN/CSA-ISO 10003:08ISO 10003:2007(E) I

48、SO 2007 All rights reserved iiiContents 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 Terms and definitions .2 4 Guidin

49、g 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-resolution 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 referral