SANS 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

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 978-0-626-21195-0 SANS 10001:2008Edition 1ISO 10001:2007Edition 1SOUTH AFRICAN NATIONAL STANDARD Quality management Customer satisfaction Guidelines

4、 for codes of conduct for organizations This national standard is the identical implementation of ISO 10001:2007 and is adopted with the permission of the International Organization for Standardization. Published by Standards South Africa 1 dr lategan road groenkloof private bag x191 pretoria 0001 t

5、el: 012 428 7911 fax: 012 344 1568 international code + 27 12 www.stansa.co.za Standards South Africa SANS 10001:2008 Edition 1 ISO 10001:2007 Edition 1 Table of changes Change No. Date Scope National foreword This South African standard was approved by National Committee StanSA TC 176, Quality assu

6、rance and quality management matters, in accordance with procedures of Standards South Africa, in compliance with annex 3 of the WTO/TBT agreement. This SANS document was published in April 2008. Reference numberISO 10001:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10001First edition2007-12-01Quality m

7、anagement 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 SANS 10001:2008This s tandard may only be used and printed by approved subscription and freemailing clien

8、ts of the SABS .ISO 10001:2007(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 the e

9、diting. 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 can

10、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 Secretariat

11、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 from

12、 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 Published in Switzerland ii ISO 2007 All rights reservedSANS 10001:2008Thi

13、s s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 10001:2007(E) ISO 2007 All rights reserved iiiContents Page Foreword. v Introduction . vi 0.1 General vi 0.2 Relationship with ISO 9001 and ISO 9004 .vi 0.3 Relationship with ISO 10002 and ISO

14、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 Responsiveness.3 4.7 Accuracy.3 4.8 Accountability 3 4.9 Continual improveme

15、nt.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 6.4 Prepare code 4 6.5 Prepare performance indicators 5 6.6 Prepare c

16、ode 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 Satisfaction with the code 7 8.4 Review of the code and code framework

17、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) Guidance for small businesses.10 Annex D (normative) Guidance on accessi

18、bility11 Annex E (normative) Guidance on input from interested parties 12 Annex F (informative) Code framework 13 SANS 10001:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO 10001:2007(E) iv ISO 2007 All rights reservedAnnex G (informa

19、tive) Guidance on adopting a code provided by another organization 14 Annex H (normative) Guidance on preparing the code 15 Annex I (normative) Guidance on preparing communication plans . 16 Bibliography . 18 SANS 10001:2008This s tandard may only be used and printed by approved subscription and fre

20、emailing clients of the SABS .ISO 10001:2007(E) ISO 2007 All rights reserved vForeword 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 IS

21、O 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, in liaison with ISO, also take part in the work. ISO collaborates c

22、losely 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 task of technical committees is to prepare International Standards. D

23、raft 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. Attention is drawn to the possibility that some of the elements of this do

24、cument 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, Subcommittee SC 3, Supporting technologies. SANS 10001:2008This s tandard m

25、ay only be used and printed by approved subscription and freemailing clients of the SABS .ISO 10001:2007(E) vi ISO 2007 All rights reservedIntroduction 0.1 General Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge i

26、s to put in place and use a customer satisfaction code of conduct. A customer satisfaction 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

27、 particular attributes of a product or its performance (see Annex A for examples). A 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)

28、 internal complaints handling, for instances when expressions of dissatisfaction are 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 tha

29、t its customer satisfaction code provisions meet customer needs and expectations, and 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 org

30、anization in terms of its products and relations with customers, thereby reducing the 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 Internati

31、onal 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 process to develop and implement a code of conduct related to customer satisfaction. This International Standard can also be used independent

32、ly 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. A customer satisfaction code of conduct implemented in accordance with this International Standa

33、rd (ISO 10001) can be 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. This International Standard (ISO 10001)

34、 can further enhance performance regarding codes of conduct, as well as increase the 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 A

35、part from customers, other interested parties can include suppliers, industry associations and their members, consumer organizations, relevant government agencies, personnel, owners and others who are affected by an organizations customer satisfaction code of conduct. SANS 10001:2008This s tandard m

36、ay only be used and printed by approved subscription and freemailing clients of the SABS .ISO 10001:2007(E) ISO 2007 All rights reserved vii0.3 Relationship with ISO 10002 and ISO 10003 This International Standard is compatible with ISO 10002 and ISO 10003. These three standards can be used either i

37、ndependently 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, complaints handling and dispute resolution (see Annex B). ISO 10002

38、 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 potential for confusion regarding customer expectations concerning t

39、he 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 satisfaction code of conduct can assist the parties in understand

40、ing 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 provided in this International Standard has been implemented, state

41、ments 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 Standard are inconsistent with this International Standard, and i

42、t 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, advertisements, marketing brochures, videos, staff announcements, logos,

43、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 10001:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .SANS 10001:2008This

44、s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .INTERNATIONAL STANDARD ISO 10001:2007(E) ISO 2007 All rights reserved 1Quality management Customer satisfaction Guidelines for codes of conduct for organizations 1 Scope This International Standard p

45、rovides 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 to customers by an organization concerning its behaviour. Such promises an

46、d 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” encompasses services, software, hardware and processed materials. NOTE 2 In thi

47、s 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, including organizations that design customer satisfaction codes of conduc

48、t 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 other types of codes of conduct, such as those that relate to the interact

49、ion 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 rights 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 aimed at cu