1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS ISO 10008:2013Quality management Customer satisfaction Guidelines forbusiness-to-consumerelectronic commerce transactionsBS ISO 10008:2013 BRITISH STANDARDNational forewordThi
2、s British Standard is the UK implementation of ISO 10008:2013.The UK participation in its preparation was entrusted to TechnicalCommittee QS/1, Quality management and quality assuranceprocedures.A list of organizations represented on this committee can beobtained on request to its secretary.This pub
3、lication does not purport to include all the necessaryprovisions of a contract. Users are responsible for its correctapplication. The British Standards Institution 2013. Published by BSI StandardsLimited 2013ISBN 978 0 580 69032 7ICS 03.120.10Compliance with a British Standard cannot confer immunity
4、 fromlegal obligations.This British Standard was published under the authority of theStandards Policy and Strategy Committee on 30 June 2013.Amendments issued since publicationDate Text affectedBS ISO 10008:2013 ISO 2013Quality management Customer satisfaction Guidelines for business-to-consumer ele
5、ctronic commerce transactionsManagement de la qualit Satisfaction client Lignes directrices pour les transactions de commerce lectronique entre commerant et consommateurINTERNATIONAL STANDARDISO10008First edition2013-06-01Reference numberISO 10008:2013(E)BS ISO 10008:2013ISO 10008:2013(E)ii ISO 2013
6、 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2013All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, with
7、out prior written permission. Permission can be requested from either ISO at the address below or ISOs member body in the country of the requester.ISO copyright officeCase postale 56 CH-1211 Geneva 20Tel. + 41 22 749 01 11Fax + 41 22 749 09 47E-mail copyrightiso.orgWeb www.iso.orgPublished in Switze
8、rlandBS ISO 10008:2013ISO 10008:2013(E) ISO 2013 All rights reserved iiiContents PageForeword ivIntroduction v1 Scope . 12 Normative references 13 Terms and Definitions 14 Guiding principles . 24.1 General . 24.2 Commitment . 24.3 Capacity . 24.4 Competence . 24.5 Suitability . 34.6 Accuracy 34.7 Tr
9、ansparency 34.8 Accessibility . 34.9 Responsiveness . 34.10 Consent 34.11 Fairness . 34.12 Accountability 34.13 Legality 34.14 Privacy 34.15 Security 44.16 Integration 44.17 Improvement 45 Business-to-consumer electronic commerce transaction system 45.1 Framework . 45.2 Objectives. 45.3 Processes 55
10、.4 Resources . 75.5 Connectivity . 86 Single-phase processes 86.1 Pre-transaction phase . 86.2 In-transaction phase . 116.3 Post-transaction phase 147 Multi-phase processes .157.1 Consumer interaction 157.2 Consumer data management . 178 Maintenance and improvement .188.1 Collection of information 1
11、88.2 Evaluation of performance of the B2C ECT system 188.3 Satisfaction with the B2C ECT system . 188.4 Review of the B2C ECT system . 188.5 Continual improvement . 19Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context 20Annex B (informative) Supplementary reference
12、s .22Annex C (normative) Guidance on information provision24Annex D (informative) Guidance concerning an organizations B2C ECT Code 27Bibliography .29BS ISO 10008:2013ISO 10008:2013(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bod
13、ies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO 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 organization
14、s, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.The procedures used to develop this document and those intended for its further
15、maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2. www.iso.org/directivesAttent
16、ion is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction
17、and/or on the ISO list of patent declarations received. www.iso.org/patentsAny trade name used in this document is information given for the convenience of users and does not constitute an endorsement. The committee responsible for this document is ISO/TC 176, Quality management and quality assuranc
18、e, Subcommittee SC 3, Supporting technologies.iv ISO 2013 All rights reservedBS ISO 10008:2013ISO 10008:2013(E)Introduction0.1 GeneralThis International Standard provides guidance to organizations for planning, designing, developing, implementing, maintaining and improving an effective and efficient
19、 system concerning business-to-consumer electronic commerce transactions.An effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system can assist consumers and organizations in addressing all aspects of a transaction.This International Standard gives guidance on ho
20、w organizations can implement such a B2C ECT system and thereby:a) provide a basis for consumers to have increased confidence in B2C ECTs;b) enhance the ability of organizations to satisfy consumers;c) help reduce complaints and disputes.A B2C ECT involves internet interactions between the organizat
21、ion and the consumer, when accessed by the consumer through any device with wired or wireless connectivity (e.g. personal computers, e-tablets, personal digital assistants and internet-enabled cell phones). For the purposes of this International Standard, a B2C ECT can also involve other data-based
22、telecommunications networks (e.g. short-text messaging) and various interfaces, including websites, social media web pages and e-mails.The guidance in this International Standard is intended to apply to situations where a substantial part of the B2C ECT, including at least one in-transaction phase p
23、rocess (see 5.3), is facilitated by electronic methods (e.g. processing of payment, confirmation by the consumer of the agreement, or delivery of a product).The guidance in this International Standard could be useful for situations where no B2C ECT takes place, but there is some online interaction b
24、etween the organization and the consumer, such as when an organization advertises online and does not sell products online.Where distance selling does not include an online component, e.g. a mail order, it is not the subject of this International Standard, but some of the guidance provided could be
25、relevant.The guidance in this International Standard is not intended to apply to online transactions completed between individuals (“consumer-to-consumer”). However, the guidance in this International Standard could be relevant to third party organizations that provide online services to facilitate
26、consumer-to-consumer transactions (e.g. auction websites).0.2 Relationship with ISO 9001 and ISO 9004This 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 B2C ECT system.ISO 9001 sp
27、ecifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. A B2C ECT system implemented in accordance with this International Standard (ISO 10008) can be an element of a quality management system
28、. ISO 9004 provides guidance on quality management for the sustained success of organizations. This International Standard (ISO 10008) can support sustained success in the context of B2C ECTs.0.3 Relationship with ISO 10001, ISO 10002, ISO 10003 and ISO 10004This International Standard is designed t
29、o be compatible with ISO 10001, ISO 10002, ISO 10003 and ISO 10004. These five standards can be used either independently or in conjunction with each other. When used together, the standards can be part of a broader and integrated framework for enhanced customer satisfaction in both the B2C and non-
30、B2C contexts. ISO 2013 All rights reserved vBS ISO 10008:2013ISO 10008:2013(E)Organizations can use the guidance contained in ISO 10001 to plan, design, develop, implement, maintain and improve a B2C ECT code as part of the B2C ECT system. The complaints handling, dispute resolution and customer sat
31、isfaction monitoring and measuring processes described in ISO 10002, ISO 10003 and ISO 10004, respectively, can form important parts of a B2C ECT system.vi ISO 2013 All rights reservedBS ISO 10008:2013INTERNATIONAL STANDARD ISO 10008:2013(E)Quality management Customer satisfaction Guidelines for bus
32、iness-to-consumer electronic commerce transactions1 ScopeThis International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.
33、It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided
34、 by applicable statutory and regulatory requirements.This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at
35、 B2C ECTs concerning consumers as a sub-set of customers.The guidance given in this International Standard can complement an organizations quality management system.2 Normative referencesThe following documents, in whole or in part, are normatively referenced in this document and are indispensable f
36、or its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.ISO 9000, Quality management systems Fundamentals and vocabulary3 Terms and DefinitionsFor the purposes of this Internati
37、onal Standard, the terms and definitions given in ISO 9000 and the following apply.3.1business-to-consumer electronic commerce transactionB2C ECTset of interactions between an organization (3.2) and a consumer (3.3) for the provision of a product (3.4) facilitated online3.2organizationperson or grou
38、p of people that has its own functions, with responsibilities, authorities and relationships to achieve its objectivesEXAMPLE Company, corporation, firm, enterprise, institution, charity, sole trader, association, or parts or combination thereof.3.3consumerindividual member of the general public, pu
39、rchasing or using products (3.4) for personal, family or household purposesNote 1 to entry: For the purposes of this International Standard, the term “consumer” includes potential consumers. ISO 2013 All rights reserved 1BS ISO 10008:2013ISO 10008:2013(E)SOURCE: ISO/IEC Guide 76:2008, 3.4, modified
40、The phrase “goods, property or services” has been replaced by “products” and the Note has been deleted.3.4productresult of a processNote 1 to entry: There are four generic product categories: services (e.g. transport); software (e.g. computer program, dictionary); hardware (e.g. engine mechanical pa
41、rt); processed materials (e.g. lubricant). Many products comprise elements belonging to different generic product categories. Whether the product is then called service, software, hardware or processed material depends on the dominant element. For example, the offered product “automobile” consists o
42、f hardware (e.g. tyres), processed materials (e.g. fuel, cooling liquid), software (e.g. engine control software, drivers manual) and service (e.g. operating explanations given by the salesman).Note 2 to entry: In this International Standard, the term “product” refers to products intended for, but n
43、ot limited to, personal, family or household use, and can include consumer products. This could differ from the definition of the term “product” in other ISO standards.3.5B2C ECT codepromise or set of promises made by organizations (3.2) to consumers (3.3), and related provisions in support of B2C E
44、CTs3.6B2C ECT providerperson or organization (3.2) that supplies a B2C ECT (3.1) process or activity and that is external to the organization operating the B2C ECT system4 Guiding principles4.1 GeneralEffective and efficient planning, design, development, implementation, maintenance and improvement
45、of an organizations B2C ECT system is based on adherence to the consumer-focused guiding principles set out in 4.2 to 4.17. These guiding principles can assist in enhancing consumer protection throughout the B2C ECT system.NOTE Annex A provides further guidance on customer satisfaction and consumer
46、needs in the B2C ECT context.4.2 CommitmentAn organization should be actively committed to the adoption, integration and dissemination of a B2C ECT system, including the fulfilment of the promises that it is making to consumers in its B2C ECT code.4.3 CapacitySufficient resources should be made avai
47、lable for managing an organizations B2C ECT system, including its planning, design, development, implementation, maintenance and improvement.4.4 CompetenceOrganization personnel and B2C ECT providers should have the attributes, knowledge, skills, training and experience necessary to discharge their
48、responsibilities in a consumer-friendly manner.2 ISO 2013 All rights reservedBS ISO 10008:2013ISO 10008:2013(E)4.5 SuitabilityThe organization should ensure that the B2C ECT system is appropriate for the type of transaction involved, taking into consideration such factors as the characteristics of t
49、he consumer, the type of product and the nature of any complaint or concern, as applicable.4.6 AccuracyAn organization should ensure that its B2C ECT system and the information about it are adequate, current, accurate, not misleading, verifiable and in accordance with all applicable statutory and regulatory requirements.4.7 TransparencySufficient information about the organizations B2C ECT system should be disclosed to consumers, personnel and other interested parties, and this information should be clearly visible.4.8 Accessibilit
