ISO 10001:2018 质量管理 顾客满意 组织的行为规范指南

标准编号：ISO 10001:2018

中文名称：质量管理 顾客满意 组织的行为规范指南

英文名称：Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations

发布日期：2018-07

标准范围

本文件提供了规划、设计、开发、实施、维护和改进客户满意度行为准则的指南。本文件适用于包含组织就其行为向客户作出的承诺的产品和服务相关规范。这些承诺和相关规定旨在提高客户满意度。附录A提供了不同组织代码组成部分的简化示例。注:在本文件中，术语“产品”和“服务”指的是一个组织为客户提供的或客户要求的产品。本文件适用于任何组织，无论其类型或规模，或其提供的产品和服务，包括设计供其他组织使用的客户满意度行为准则的组织。附件C给出了专门针对小型企业的指南。本文件旨在制定有关个人客户为个人或家庭目的购买或使用商品、财产或服务的客户满意度行为准则，但适用于所有客户满意度行为准则。本文件未规定客户满意度行为准则的实质性内容，也未涉及其他类型的行为准则，例如与组织与其人员之间或组织与其供应商之间的互动有关的行为准则。

This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.This document is applicable to product- and service-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer.This document is intended for use by any organization regardless of its type or size, or the products and services it provides, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.This document is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct.This document does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.

标准预览图