FD ISO/TS 10004

FD ISO/TS 10004

June 2010
Published document Cancelled

Quality Management - Customer Satisfaction - Guidelines for monitoring and measuring

ISO/TS 10004:2010 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. ISO/TS 10004:2010 is intended for use by organizations regardless of type, size or product provided. The focus of ISO/TS 10004:2010 is on customers external to the organization.ISO/TS 10004:2010 is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.

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Main informations

Collections

National standards and national normative documents

Thematics

Management et performance

Publication date

June 2010

Number of pages

38 p.

Reference

FD ISO/TS 10004

ICS Codes

03.120.10   Quality management and quality assurance

Classification index

X50-167

Print number

1 - 30/06/2010

International kinship

ISO/TS 10004:2010
Sumary
Quality Management - Customer Satisfaction - Guidelines for monitoring and measuring

ISO/TS 10004:2010 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.

ISO/TS 10004:2010 is intended for use by organizations regardless of type, size or product provided. The focus of ISO/TS 10004:2010 is on customers external to the organization.

ISO/TS 10004:2010 is not intended for certification or contractual purposes, nor is it intended to change any rights or obligations under applicable statutory or regulatory requirements.

Standard replaced by (1)
FD X50-167
May 2013
Published document Current
Quality management - Customer satisfaction - Guidelines for monitoring and measuring

ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction. ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.

Table of contents
  • Avant-propos
    iv
  • Introduction
    v
  • 1 Domaine d'application
    1
  • 2 Références normatives
    1
  • 3 Termes et définitions
    1
  • 4 Concept de satisfaction du client
    2
  • 5 Cadre pour la surveillance et le mesurage de la satisfaction du client
    2
  • 6 Plan de surveillance et de mesure de la satisfaction du client
    3
  • 6.1 Définition de la finalité et des objectifs
    3
  • 6.2 Détermination du domaine d'application et de la fréquence
    3
  • 6.3 Détermination des méthodes de mise en oeuvre et des responsabilités
    3
  • 6.4 Affectation des ressources
    4
  • 7 Surveillance et mesurage des activités relatives à la satisfaction du client
    4
  • 7.1 Généralités
    4
  • 7.2 Identification des attentes du client
    4
  • 7.3 Recueil des données de satisfaction du client
    5
  • 7.4 Analyse des données de satisfaction du client
    8
  • 7.5 Retours d'information en vue d'apporter des améliorations
    9
  • 7.6 Surveillance de la satisfaction du client
    10
  • 8 Actualisation et amélioration des processus de surveillance et de mesure
    11
  • Annexe A (normative) Modèle conceptuel de satisfaction du client
    12
  • Annexe B (normative) Identification des attentes du client
    14
  • Annexe C (normative) Mesurage direct de la satisfaction du client
    17
  • Annexe D (normative) Analyse des données de satisfaction du client
    23
  • Annexe E (normative) Utilisation de la satisfaction du client
    28
  • Bibliographie
    30
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