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BS ISO 10001:2018

BS ISO 10001:2018

$167.15

Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations

Published By Publication Date Number of Pages
BSI 2018 34
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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 ā€œproductā€ and ā€œserviceā€ 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.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
13 4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Transparency
4.5 Accessibility
14 4.6 Responsiveness
4.7 Information integrity
4.8 Accountability
4.9 Improvement
4.10 Confidentiality
4.11 Customer-focused approach
4.12 Competence
4.13 Timeliness
5 Code framework
5.1 Context of the organization
15 5.2 Establishment
5.3 Integration
6 Planning, design and development
6.1 Determine code objectives
6.2 Gather and assess information
16 6.3 Obtain and assess input from relevant interested parties
6.4 Prepare code
6.5 Prepare performance indicators
17 6.6 Prepare code procedures
6.7 Prepare internal and external communication plan
6.8 Determine resources needed
7 Implementation
18 8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of code performance
8.3 Evaluation of the satisfaction with the code
8.4 Review of the code and code framework
19 8.5 Continual improvement
20 Annex A (informative) Simplified examples of components of codes for different organizations
21 Annex B (informative) Interrelationship of this document, ISO 10002, ISO 10003 and ISO 10004
23 Annex C (informative) Guidance for small businesses
24 Annex D (informative) Guidance on accessibility
25 Annex E (informative) Guidance on input from interested parties
26 Annex F (informative) Code framework
28 Annex G (informative) Guidance on adopting a code provided by another organization
29 Annex H (informative) Guidance on preparing the code
30 Annex I (informative) Guidance on preparing communication plans
32 Bibliography

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BS ISO 10001:2018
$167.15