DS/ISO 10001:2018

Hvad handler ISO 10001 om?

Denne internationale standard giver vejledning om etiske regler i organisationer . Den indgår i en serie om kundetilfredshed, de øvrige er:
• ISO 10002 Kvalitetsledelse – Kundetilfredshed – Vejledning til organisationer om klagebehandling
• ISO 10003 Kvalitetsledelse – Kundetilfredshed – Vejledning til organisationer om løsning af eksterne tvister
• ISO 10004 Kvalitetsledelse – Kundetilfredshed – Vejledning om overvågning og måling

 

Hvem henvender ISO 10001 sig til?

Enhver organisation uanset type, størrelse, sektor eller de leverede produkter og tjenester. Bilag C giver vejledning specifikt til små virksomheder.

 

Hvorfor skal du bruge denne standard?

Dette dokument giver retningslinjer for planlægning, design, udvikling, implementering, vedligeholdelse og forbedring af etiske regler for kundetilfredshed.

 

Hvad er ændret siden sidste opdatering?

De vigtigste ændringer sammenlignet med den forrige udgave er:
- tilpasning til ISO 9000:2015;
- tilpasning til ISO 9001:2015;
- forbedret justering med ISO 10002, ISO 10003 og ISO 10004.

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.