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
4、il 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, evaluate, or verify the
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19、ies 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 Standard hasbeen prod
20、uced, 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 national consensus ofproduce
21、rs 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, particularlyin the fields of healt
22、h, 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 sustainingmemberships. The
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31、ct 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 the latest edition fro
32、m 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.Although the intende
33、d 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 in February 2008 by
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
