FD ISO 10001

FD ISO 10001

February 2008
Published document Cancelled

Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-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.ISO 10001:2007 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.ISO 10001:2007 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. ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

See more
View the extract
Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

February 2008

Number of pages

30 p.

Reference

FD ISO 10001

ICS Codes

03.120.10   Quality management and quality assurance

Classification index

X50-196

Print number

1 - 17/03/2008

International kinship

ISO 10001:2007
Sumary
Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-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.

ISO 10001:2007 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.

ISO 10001:2007 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.

ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

Standard replaced by (1)
FD ISO 10001
November 2018
Published document Current
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.

Table of contents
  • Avant-propos
    v
  • Introduction
    vi
  • 0.1 Généralités
    vi
  • 0.2 Relation avec l'ISO 9001 et l'ISO 9004
    vi
  • 0.3 Relation avec l'ISO 10002 et l'ISO 10003
    vii
  • 0.4 Déclarations de conformité
    vii
  • 1 Domaine d'application
    1
  • 2 Références normatives
    1
  • 3 Termes et définitions
    2
  • 4 Principes directeurs
    3
  • 4.1 Généralités
    3
  • 4.2 Engagement
    3
  • 4.3 Capacité
    3
  • 4.4 Visibilité
    3
  • 4.5 Accessibilité
    3
  • 4.6 Réactivité
    3
  • 4.7 Exactitude
    3
  • 4.8 Responsabilité
    3
  • 4.9 Amélioration continue
    4
  • 5 Cadre du code
    4
  • 5.1 Établissement
    4
  • 5.2 Intégration
    4
  • 6 Planification, conception et développement
    4
  • 6.1 Déterminer les objectifs du code
    4
  • 6.2 Rassembler et évaluer les informations
    4
  • 6.3 Obtenir et évaluer les données d'entrée des parties intéressées correspondantes
    5
  • 6.4 Élaborer le code
    5
  • 6.5 Élaborer des indicateurs de performance
    5
  • 6.6 Élaborer les procédures du code
    6
  • 6.7 Élaborer un plan de communication interne et externe
    6
  • 6.8 Déterminer les ressources nécessaires
    6
  • 7 Mise en place
    6
  • 8 Entretien et amélioration
    7
  • 8.1 Recueil des informations
    7
  • 8.2 Évaluation des performances du code
    7
  • 8.3 Satisfaction par rapport au code
    7
  • 8.4 Revue du code et de son cadre
    7
  • 8.5 Amélioration continue
    8
  • Annexe A (informative) Exemples simplifiés de composants de codes pour différents organismes
    9
  • Annexe B (informative) Interrelations entre l'ISO 10001, l'ISO 10002 et l'ISO 10003
    10
  • Annexe C (informative) Lignes directrices pour les petites entreprises
    11
  • Annexe D (normative) Lignes directrices relatives à l'accessibilité
    12
  • Annexe E (normative) Lignes directrices relatives à l'obtention de données d'entrée des parties intéressées
    13
  • Annexe F (informative) Cadre du code
    14
  • Annexe G (informative) Lignes directrices relatives à l'adoption d'un code fourni par un autre organisme
    16
  • Annexe H (normative) Lignes directrices relatives à la préparation du code
    17
  • Annexe I (normative) Lignes directrices relatives à l'élaboration des plans de communication
    18
  • Bibliographie
    20
ZOOM ON ... the Requirements department
To comply with a standard, you need to quickly understand its issues in order to determine its impact on your activity.

The Requirements department helps you quickly locate within the normative text:
- mandatory clauses to satisfy,
- non-essential but useful clauses to know, such as permissions and recommendations.

The identification of these types of clauses is based on the document “ISO / IEC Directives, Part 2 - Principles and rules of structure and drafting of ISO documents ”as well as on a constantly enriched list of verbal forms.

With Requirements, quickly access the main part of the normative text!

With Requirements, quickly access the main part of the normative text!
Need to identify, monitor and decipher standards?

COBAZ is the simple and effective solution to meet the normative needs related to your activity, in France and abroad.

Available by subscription, CObaz is THE modular solution to compose according to your needs today and tomorrow. Quickly discover CObaz!

Request your free, no-obligation live demo

I discover COBAZ