CAN CSA-ISO 10001-2008 Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations (First Edition).pdf

1、 Reference numberISO 10001:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10001First edition2007-12-01Quality 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

2、International Organization for Standardization (ISO), 2007. All rights reserved. NOT FOR RESALE.National Standard of CanadaCAN/CSA-ISO 10001:08(ISO 10001:2007)International Standard ISO 10001:2007 (first edition, 2007-12-01) has been adopted without modification(IDT) as CSA Standard CAN/CSA-ISO 1000

3、1:08, which has been approved as a National Standard of Canadaby the Standards Council of Canada.ISBN 978-1-55436-750-4 February 2008Legal Notice for StandardsCanadian Standards Association (CSA) standards are developed through a consensus standards development process approved by theStandards Counc

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34、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 10001:08Quality management Customer satisfaction Guidelines for codes of conduct

35、for organizationsPrepared byInternational Organization for StandardizationRegistered trade-mark of Canadian Standards AssociationReviewed byApproved byStandards Council of CanadaCAN/CSA-ISO 10001:08Quality management Customer satisfaction Guidelines for codes of conduct for organizationsFebruary 200

36、8 Canadian Standards Association CSA/3CAN/CSA-ISO 10001:08Quality management Customer satisfaction Guidelines for codes of conduct for organizationsCSA PrefaceThis is the first edition of CAN/CSA-ISO 10001, Quality management Customer satisfaction Guidelines for codes of conduct for organizations, w

37、hich is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10001 (first edition, 2007-12-01).The ISO 9000 and 10000 family of Standards was developed by quality experts from around the world, under the auspices of the Internationa

38、l 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 Management and Sustainability, and has been formally approved

39、 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 reproduced in any form whatsoever without the prior permission oft

40、he 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 Canada should be addressed toCanadian Standards Association5060 Sp

41、ectrum 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.Reference numberISO 10001:2007(E)ISO 2007INTERNATIONAL STANDA

42、RD ISO10001First edition2007-12-01Quality 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 ISO 10001:2007(E) PDF disclaimer This PDF file may contain emb

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46、eserved. 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 req

47、uester. 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 10001:08ISO 10001:2007(E) ISO 2007 All rights reserved iiiContents Page Foreword. v Introduction . vi 0.1 Gen

48、eral vi 0.2 Relationship with 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

49、Accessibility.3 4.6 Responsiveness.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 6.4 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