Norme della Serie ISO 1000X 
Gestione per la qualità - Soddisfazione del cliente / Status 01.2024

ID 21134 | 13.01.2024 / Elenco completo e Preview in allegato

Elenco Norme della Serie ISO 1000X Gestione per la qualità - Soddisfazione del cliente:

- ISO 10001:2018 Quality management - Customer satisfaction-  Guidelines for codes of conduct for organizations
- ISO 10002:2018 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
- ISO 10003:2018 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
- ISO 10004:2018 Quality management - Customer satisfaction - Guidelines for monitoring and measuring
- ISO 10005:2018 Quality management - Guidelines for quality plans
- ISO 10006:2017 Quality management - Guidelines for quality management in projects
- ISO 10007:2017 Quality management - Guidelines for configuration management
- ISO 10008:2022 Quality management - Customer satisfaction - Guidance for business-to-consumer electronic commerce transactions
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Nel dettaglio:

ISO 10001:2018 Quality management - Customer satisfaction-  Guidelines for codes of conduct for organizations

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.
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ISO 10002:2018 Quality management - Customer satisfaction - Guidelines for complaints handling in organizations

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

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. It is also intended for use by organizations in all sectors. Annex B provides guidance specifically for small businesses.

This document addresses the following aspects of complaints handling:

a) enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its products and services, including customer service;

b) top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

c) recognizing and addressing the needs and expectations of complainants;

d) providing complainants with an open, effective and easy-to-use complaints process;

e) analysing and evaluating complaints in order to improve the quality of products and services, including customer service;

f) auditing of the complaints-handling process;

g) reviewing the effectiveness and efficiency of the complaints-handling process.

This document does not apply to disputes referred for resolution outside the organization or for employment-related disputes.
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ISO 10003:2018 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization.

This document is applicable to:

- complaints relating to the organization's products and services, the complaints-handling process or dispute-resolution process;

- resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:

- guidance on determining when and how organizations can participate in dispute resolution;

- guidance on the selection of providers and use of their services;

- top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;

- the essentials for fair, suitable, transparent and accessible dispute resolution;

- guidance on management of an organization's participation in dispute resolution;

- monitoring, evaluating and improving the dispute-resolution process.

This document is particularly aimed at dispute resolution between an organization and

- individuals purchasing or using products and services for personal or household purposes, or

- small businesses.

This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.
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ISO 10004:2018 Quality management - Customer satisfaction - Guidelines for monitoring and measuring

This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.

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.
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Fonte: ISO


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