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BS ISO 10003:2018 – TC:2020 Edition

BS ISO 10003:2018 – TC:2020 Edition

$246.62

Tracked Changes. Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

Published By Publication Date Number of Pages
BSI 2020 97
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PDF Catalog

PDF Pages PDF Title
51 National foreword
56 Foreword
57 Introduction
60 1 Scope
2 Normative references
3 Terms and definitions
63 4 Guiding principles
4.1 General
4.2 Commitment
4.3 Responsiveness
4.4 Information integrity
4.5 Accountability
64 4.6 Consent to participate
4.7 Accessibility
4.8 Suitability
4.9 Fairness
4.10 Competence
4.11 Timeliness
4.12 Confidentiality
65 4.13 Transparency
4.14 Agreement
4.15 Capacity
4.16 Improvement
4.17 Customer-focused approach
5 Dispute-resolution framework
5.1 Context of the organization
5.2 Commitment
66 5.3 Dispute-resolution policy
5.3.1 Policy establishment
5.3.2 Policy review
5.3.3 Policy consistency
5.4 Top management responsibilities
67 6 Planning, design and development
6.1 General
6.2 Objectives
6.3 Activities
6.3.1 Diagnosis
68 6.3.2 Design
6.3.3 Testing
6.4 Resources
69 7 Operation
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization’s response
7.4.1 Evaluation of dispute
7.4.2 Development of initial position
70 7.5 Resolution of dispute
7.5.1 Facilitative method
7.5.2 Advisory and determinative methods
71 7.5.3 Settlement
7.5.4 Acceptance of recommendation
7.5.5 Review of determinative decision
7.6 Implementation of resolution
72 7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Evaluation of the satisfaction with the dispute-resolution process
8.4 Management review
8.4.1 General
8.4.2 Input
73 8.4.3 Output
8.5 Continual improvement
74 Annex A (informative) Guidance on dispute-resolution methods
76 Annex B (informative) Interrelationship of ISO 10001, ISO 10002, this document and ISO 10004
78 Annex C (informative) Guidance on consent to participate
80 Annex D (informative) Guidance on accessibility
82 Annex E (informative) Guidance on suitability
84 Annex F (informative) Guidance on fairness
86 Annex G (informative) Guidance on competence
87 Annex H (informative) Guidance on timeliness
88 Annex I (informative) Guidance on transparency
90 Annex J (informative) Guidance on selecting providers
91 Annex K (informative) Guidance on dispute-resolution policy
92 Annex L (informative) Guidance on elements of design for dispute resolution
93 Annex M (informative) Dispute-resolution flowchart
95 Bibliography

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BS ISO 10003:2018 - TC
$246.62