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

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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ISO 10005:2018 Quality management - Guidelines for quality plans

This document gives guidelines for establishing, reviewing, accepting, applying and revising quality plans.

This document is applicable to quality plans for any intended output, whether a process, product, service, project or contract, and any type or size of organization.

It is applicable whether or not the organization has a management system in conformity with ISO 9001.

This document provides guidance and does not specify requirements.

It is focused primarily on the provision of outputs and is not a guide to the planning of quality management system development.

NOTE To avoid undue repetition of "process, product, service, project or contract", this document uses the term "specific case".

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ISO 10006:2017 Quality management - Guidelines for quality management in projects

It is applicable to organizations working on projects of varying complexity, small or large, of short or long duration, being an individual project to being part of a programme or portfolio of projects, in different environments, and irrespective of the kind of product/service or process involved, with the intention of satisfying project interested parties by introducing quality management in projects. This can necessitate some tailoring of the guidance to suit a particular project.

ISO 10006:2017 is not a guide to project management itself. Guidance on quality in project management processes is presented in this document. Guidance on project management and related processes is covered in ISO 21500.

ISO 10006:2017 addresses the concepts of both "quality management in projects" and "quality management systems in projects". These are distinguished by being addressed separately by the following topics and clauses:

- quality management in projects includes: quality management systems in projects (Clause 4); management responsibility in projects (Clause 5); resource management in projects (Clause 6); product/service realization in projects (Clause 7); and measurement, analysis and improvement in projects (Clause 8);

- quality management systems in projects includes: project characteristics (4.1); quality management principles in projects (4.2); project quality management processes (4.3); and a quality plan for the project (4.4).

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ISO 10007:2017 Quality management - Guidelines for configuration management

ISO 10007:2017 provides guidance on the use of configuration management within an organization. It is applicable to the support of products and services from concept to disposal.

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ISO 10008:2022 Quality management - Customer satisfaction - Guidance for business-to-consumer electronic commerce transactions

This document gives guidance on planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.

It is applicable to any organization engaged in, or planning to be engaged in, a B2C ECT, regardless of size, type and activity. The focus of this document is on organizations that directly offer and provide products and services to consumers.

This document aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.

The guidance given in this document can complement an organization’s quality management system.