ISO 10008:2022 质量管理 顾客满意 商家与消费者电子商务交易指南

标准编号：ISO 10008:2022

中文名称：质量管理 顾客满意 商家与消费者电子商务交易指南

英文名称：Quality management — Customer satisfaction — Guidance for business-to-consumer electronic commerce transactions

发布日期：2022-08

标准范围

本文件为组织内有效和高效的企业对消费者电子商务交易（B2C ECT）系统的规划、设计、开发、实施、维护和改进提供了指导。它适用于从事或计划从事B2C ECT的任何组织，无论其规模、类型和活动如何。本文件的重点是直接向消费者提供产品和服务的组织。本文件旨在使组织能够建立一个公平、有效、高效、透明和安全的B2C ECT系统，以增强消费者对B2C ECTs的信心，提高消费者的满意度。它的目标是将消费者作为客户子集的B2C ECT。本文件中给出的指导可以补充组织的质量管理体系。

This document gives guidance on planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.It is applicable to any organization engaged in, or planning to be engaged in, a B2C ECT, regardless of size, type and activity. The focus of this document is on organizations that directly offer and provide products and services to consumers.This document 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 B2C ECTs concerning consumers as a sub-set of customers.The guidance given in this document can complement an organization’s quality management system.

标准预览图