1、 ISO/TS 10004:2010Quality management Customer satisfaction Guidelines for monitoring and measuring(IDT) 547322011/ISO/TS 10004:2010 27 2002 . 184- , 1.02004 . 1 - ( ) , 42 3 13 2011 . 901-4 ISO/TS 10004:2010 - . . - (ISO/TS 10004:2010 Quality management Customer satisfaction Guidelines for monitorin
2、gand measuring). - , 5 - , - . () . - , , 2012 , - - II 547322011/ISO/TS 10004:20101 12 13 14 25 .26 .26.1 26.2 .36.3 36.4 .37 37.1 .37.2 .47.3 .47.4 .67.5 87.6 .88 9 () 10 () 12 () - 14 D () 18 () - 22 () .23 24 547322011/ISO/TS 10004:2010III0.1 , - ., -, , , - , , . . - .0.2 9001:2008 9001:2008, .
3、 9001:2008, - , :) 5.2, : - ;b) 6.1 b), : , - ;c) 8.2.1, : - , , . ;d) 8.4, : , , , - . , . , . 9001.0.3 9004:2009 9004:2009, . - , :- B.2, ;- 8.3.1 8.3.2, , -.0.4 10001, 10002 10003 10001 . , . 10002 , - . . 10003 , , . 10003 - . , 10001, 10002 10003 - . 10001, 10002 10003 - . - , .IV 547322011/ISO
4、/TS 10004:2010 Quality management. Customer satisfaction.Guidelines for monitoring and measuring 201206011 - . , - . - . , - - - .2 . , . ( ). 9000:2005 . (ISO 9000:2005,Quality management systems Fundamentals and vocabulary).3 , 9000:2005, - :3.1 (product): .1 , , - .2 3.4.2 9000:2005, 1.3.2 (custo
5、mer): , . , , , , , -.1 , - , , .2 , .3 3.3.5 9000:2005, - 1 2.1 547322011/ISO/TS 10004:20103.4 (requirement): , , - . 3.1.2 9000:2005, - .4 , . , , . , -. , , , . , , , - , . - , - . , . , .5 - . - , , . (. 6). , , (. 7). -, (. 8).6 6.1 - , , , :- , ;2 547322011/ISO/TS 10004:20103.3 (customer satisfaction): - .1 , .2 , - . 9000:2005, 3.1.4- , , ;- ;- ;- , ;- . , , , . , .6.2 , , . , -, . - :- ;- ;- .
