【英文标准名称】:Qualitymanagement-Customersatisfaction-Guidelinesfordisputeresolutionexternaltoorganizations
【原文标准名称】:质量管理.顾客满意度.外界与组织的争议解决用指南
【标准号】:BSISO10003-2008
【标准状态】:现行
【国别】:英国
【发布日期】:2008-02-29
【实施或试行日期】:2008-02-29
【发布单位】:英国标准学会(GB-BSI)
【起草单位】:BSI
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;能力;竞争;投诉;消费者;消费者与供货者的关系;消费者满意;定义;争议解决方法;效率;指导手册;检验;管理;组织;方位;计划;过程控制;质量保证;质量控制;质量管理;可靠度;可靠性;服务设施
【英文主题词】:After-salesservices;Competence;Competition;Complaints;Consumers;Consumer-supplierrelations;Customersatisfaction;Definition;Disputeresolutions;Efficiency;Guidebooks;Inspection;Management;Organization;Orientation;Planning;Processcontrol;Qualityassurance;Qualitycontrol;Qualitymanagement;Reliability;Responsibility;Services
【摘要】:ThisInternationalStandardprovidesguidanceforanorganizationtoplan,design,develop,operate,maintainandimproveaneffectiveandefficientdispute-resolutionprocessforcomplaintsthathavenotbeenresolvedbytheorganization.ThisInternationalStandardisapplicableto:?complaintsrelatingtotheorganization’sproductsintendedfor,orrequiredby,customers,thecomplaintshandlingprocessordispute-resolutionprocess;NOTE1ThroughoutthisInternationalStandard,theterm“product”encompassesservices,software,hardwareandprocessedmaterials.?resolutionofdisputesarisingfromdomesticorcross-borderbusinessactivities,includingthosearisingfromelectroniccommerce.ThisInternationalStandardisintendedforusebyorganizationsregardlessoftype,sizeandproductprovided,anddealswith?guidanceondeterminingwhenandhoworganizationscanparticipateindisputeresolution,?guidanceontheselectionofprovidersanduseoftheirservices,?topmanagementinvolvementin,andcommitmentto,disputeresolutionanddeploymentofadequateresourceswithintheorganization,?theessentialsforfair,suitable,transparentandaccessibledisputeresolution,?guidanceonmanagementofanorganization’sparticipationindisputeresolution,and?monitoring,evaluatingandimprovingthedispute-resolutionprocess.NOTE2ThisInternationalStandardisparticularlyaimedatdisputeresolutionbetweenanorganizationand?individualspurchasingorusingproductsforpersonalorhouseholdpurposes,or?smallbusinesses.ThisInternationalStandardisnotintendedforcertificationorforcontractualpurposes.Itdoesnotapplytotheresolutionofothertypesofdisputes,suchasemploymentdisputes.Itisnotintendedtochangeanyrightsorobligationsprovidedbyapplicablestatutoryandregulatoryrequirements.ThisInternationalStandarddoesnotapplytocomplaintshandlingwithinanorganization.
【中国标准分类号】:A00
【国际标准分类号】:03_120_10
【页数】:46P.;A4
【正文语种】:英语