ISO 10001:2007 质量管理 顾客满意 组织的行为规范指南

标准编号：ISO 10001:2007

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：2007-12

标准范围

ISO 10001:2007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。ISO 10001:2007适用于包含组织就其行为向客户做出的承诺的产品相关代码。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。ISO 10001:2007适用于任何类型、规模和提供的产品的组织，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。ISO 10001:2007没有规定客户满意度行为准则的实质性内容，也没有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。ISO 10001:2007不适用于认证或合同目的，也不适用于变更适用法律法规要求规定的任何权利或义务。

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-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.ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.ISO 10001:2007 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.ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

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