CAN CSA-ISO 10008-2015 Quality management - Customer satisfaction - Guidelines for business-to-consumer electronic commerce transactions (First Edition).pdf

1、 ISO 2013. CSA Group 2015. All rights reserved. Unauthorized reproduction is strictly prohibited.CAN/CSA-ISO 10008:15(ISO 10008:2013, IDT)National Standard of Canada(approved January 2015)CAN/CSA-ISO 10008:15 Quality management Customer satisfaction Guidelines for business-to-consumer electronic com

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38、03.120.10 ISBN 978-1-77139-869-5 2015 CSA Group All rights reserved. No part of this publication may be reproduced in any form whatsoever without the prior permission of the publisher.Published in January 2015 by CSA Group A not-for-profit private sector organization 178 Rexdale Boulevard, Toronto,

39、Ontario, Canada M9W 1R3 To purchase standards and related publications, visit our Online Store at shop.csa.caor call toll-free 1-800-463-6727 or 416-747-4044.TMA trade-mar k of the Canadian S tandards Association,operating as “CSA Group”Reviewed byPrepared byInternational Organization for Standardiz

40、ationApproved byQuality management Customer satisfaction Guidelines for business-to- consumer electronic commerce transactions (ISO 10008:2013, IDT)CAN/CSA-ISO 10008:15(approved January 2015)National Standard of CanadaCAN/CSA-ISO 10008:15Quality management Customer satisfaction Guidelines for busine

41、ss-to-consumer electronic commerce transactionsJanuary 2015 2015 CSA GroupCSA/5CAN/CSA-ISO 10008:15Quality management Customer satisfaction Guidelines for business-to- consumer electronic commerce transactions (ISO 10008:2013, IDT)CSA Preface This is the first edition of CAN/CSA-ISO 10008, Quality m

42、anagement Customer satisfaction Guidelines for business-to-consumer electronic commerce transactions (B2C ECT), which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10008 (first edition, 2013-06-01).For brevity, this Standa

43、rd will be referred to as “CAN/CSA-ISO 10008” throughout.This international standard was developed by ISO, a non-governmental standards body, with the intention of providing operational-level guidance to organizations concerning how to develop and implement a B2C ECT approach. It is not a law, and i

44、t is not legal guidance. As noted in the standard,* organizations should comply with all applicable statutory and regulatory requirements. Users of this standard should consult with appropriate governmental authorities in their jurisdiction concerning the specific legal requirements that apply to th

45、em. Users of this standard are also strongly encouraged to familiarize themselves with the specific needs and characteristics of the sector they are in, and take into account those specific needs and characteristics in the development and implementation of their B2C ECT approach.* See Clauses 1, 4.6

46、 4.13, 4.14, 5.1, 5.4.3, 6.1.2, Annex B, Annex D.This Standard was reviewed for Canadian adoption by the CSA Technical Committee on Quality Management, under the jurisdiction of the CSA Strategic Steering Committee on Business Management, and has been formally approved by the Technical Committee. T

47、his Standard has been approved as a National Standard of Canada by the Standards Council of Canada. 2015 CSA Group All rights reserved. No part of this publication may be reproduced in any form whatsoever without the prior permission of the publisher. ISO material is reprinted with permission. Where

48、 the words “this International Standard” appear in the text, they should be interpreted as “this National Standard of Canada”.CAN/CSA-ISO 10008:15Quality management Customer satisfaction Guidelines for business-to-consumer electronic commerce transactionsJanuary 2015 2015 CSA GroupCSA/6Inquiries reg

49、arding this National Standard of Canada should be addressed to CSA Group 5060 Spectrum Way, Suite 100, Mississauga, Ontario, Canada, L4W 5N6 1-800-463-6727 416-747-4044 http:/csa.caTo purchase standards and related publications, visit our Online Store at shop.csa.ca or call toll-free 1-800-463-6727 or 416-747-4044.This Standard is subject to review five years from the date of publication, and suggestions for its improvement will be referred to the appropriate committee. To submit a proposal for change, please send the following in