ISO 10001-2007 质量管理.顾客满意度.组织管理的规范指南

标准号：ISO 10001-2007
中文标准名称：质量管理.顾客满意度.组织管理的规范指南
英文标准名称：Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
标准类型：A00
发布日期：1999/12/31 12:00:00
实施日期：1999/12/31 12:00:00
中国标准分类号：A00
国际标准分类号：03.120.10
适用范围：This International Standard provides guidance for planning, designing, developing, implementing, maintainingand improving customer satisfaction codes of conduct. This International Standard is applicable to productrelatedcodes containing promises made to customers by an organization concerning its behaviour. Suchpromises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplifiedexamples of components of codes for different organizations.NOTE 1 Throughout this International Standard, the term “product” encompasses services, software, hardware andprocessed materials.NOTE 2 In this International Standard, the term “product” applies only to the product intended for, or required by, acustomer.This International Standard 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.This International Standard does not prescribe the substantive content of customer satisfaction codes ofconduct, nor does it address other types of codes of conduct, such as those that relate to the interactionbetween an organization and its personnel, or between an organization and its suppliers.This International Standard is not intended for certification or for contractual purposes, and it is not intended tochange any rights or obligations provided by applicable statutory and regulatory requirements.NOTE 3 While this International Standard is not intended for contractual purposes, customer satisfaction codes ofconduct promises can be included in an organization’s contracts.NOTE 4 This International Standard is aimed at customer satisfaction codes of conduct concerning individualcustomers purchasing or using goods, property or services for personal or household purposes, although it is applicable toall customer satisfaction codes of conduct.