| Cart Total:
Menu
ISO 10003:2007: Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
ASQ product with no image

ISO 10003:2007: Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

PDF, 44 pages, Published 2008
Item Number: T858E

Member Price: $169.00

List Price: $169.00
Looking to purchase to post on your company's Intranet?

Keywords

  • complaints
  • customer satisfaction

Description

This International Standard provides guidance 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 International Standard is applicable to:
  • complaints relating to the organization’s products intended for, or required by, customers, 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 International Standard is intended for use by organizations regardless of type, size and product provided, 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, and
  • monitoring, evaluating and improving the dispute-resolution process.