1、 Reference numberISO 10003:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10003First edition2007-12-01Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de con
2、flits aux organismes International Organization for Standardization (ISO), 2007. All rights reserved. NOT FOR RESALE.National Standard of CanadaCAN/CSA-ISO 10003:08(ISO 10003:2007)International Standard ISO 10003:2007 (first edition, 2007-12-01) has been adopted without modification(IDT) as CSA Stan
3、dard CAN/CSA-ISO 10003:08, which has been approved as a National Standard of Canadaby the Standards Council of Canada.ISBN 978-1-55436-748-1 February 2008Legal Notice for StandardsCanadian Standards Association (CSA) standards are developed through a consensus standards development process approved
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32、he latest edition from 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
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34、 in February 2008 by 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 10003:08Quality management Customer satisfaction Guidelines
35、for dispute resolution external to organizationsPrepared byInternational Organization for StandardizationRegistered trade-mark of Canadian Standards AssociationReviewed byApproved byStandards Council of CanadaCAN/CSA-ISO 10003:08Quality management Customer satisfaction Guidelines for dispute resolut
36、ion external to organizationsFebruary 2008 Canadian Standards Association CSA/3CAN/CSA-ISO 10003:08Quality management Customer satisfaction Guidelines for dispute resolution external to organizationsCSA PrefaceThis is the first edition of CAN/CSA-ISO 10003, Quality management Customer satisfaction G
37、uidelines for dispute resolution external to organizations, which is an adoption without modification of the identically titled ISO (International Organization for Standardization) Standard 10003 (first edition, 2007-12-01).The ISO 9000 and 10000 family of Standards was developed by quality experts
38、from around the world, under the auspices of the International 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
39、Management and Sustainability, and has been formally approved 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 repro
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42、Reference numberISO 10003:2007(E)ISO 2007INTERNATIONAL STANDARD ISO10003First edition2007-12-01Quality management Customer satisfaction Guidelines for dispute resolution external to organizations Management de la qualit Satisfaction du client Lignes directrices relatives la rsolution externe de conf
43、lits aux organismes ISO 10003:2007(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 t
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46、iat 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
47、from 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 ii ISO 2007 All rights reservedCAN/CSA-ISO 10003:08ISO 10003:2007(E) I
48、SO 2007 All rights reserved iiiContents Page Foreword. v Introduction . vi 0.1 General vi 0.2 Relationship with ISO 9001 and ISO 9004 vii 0.3 Relationship with ISO 10001 and ISO 10002 vii 0.4 Statements regarding conformity . vii 1 Scope 1 2 Normative references 2 3 Terms and definitions .2 4 Guidin
49、g principles .3 4.1 General3 4.2 Consent to participate.4 4.3 Accessibility.4 4.4 Suitability4 4.5 Fairness 4 4.6 Competence .4 4.7 Timeliness 4 4.8 Confidentiality4 4.9 Transparency .5 4.10 Legality .5 4.11 Capacity 5 4.12 Continual improvement.5 5 Dispute-resolution framework5 5.1 Commitment.5 5.2 Dispute-resolution policy5 5.3 Top management responsibilities6 6 Planning, design and development .6 6.1 General6 6.2 Objectives.7 6.3 Activities .7 6.4 Resources.8 7 Operations 8 7.1 General8 7.2 Complaint referral
