dido:public:ra:xapend:xapend.b_stds:tech:iso:customer_dispute
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dido:public:ra:xapend:xapend.b_stds:tech:iso:customer_dispute [2020/11/19 21:07] nick |
dido:public:ra:xapend:xapend.b_stds:tech:iso:customer_dispute [2021/09/28 05:39] (current) 14.97.4.114 ↷ Links adapted because of a move operation |
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| ===== ISO 10003:2018 Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations ===== | ===== ISO 10003:2018 Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations ===== | ||
| - | [[dido:public:ra:xapend:xapend.b_stds:tech:iso| return to the ISO Standards ]] | + | [[dido:public:ra:xapend:xapend.b_stds:tech:iso:start| return to the ISO Standards ]] |
| <table> | <table> | ||
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| * //small businesses.// | * //small businesses.// | ||
| - | This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization. | + | //This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.// |
| + | ==== Introduction ==== | ||
| + | ==== 0.1 General ==== | ||
| + | //This document provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product- and service-related complaints. Dispute resolution gives an avenue of redress when organizations do not remedy a complaint internally. Most complaints can be resolved successfully within the organization, without the need for further time-consuming and more adversarial procedures.// | ||
| + | |||
| + | //**NOTE 1** Organizations are encouraged to develop an effective and efficient internal complaints-handling process consistent with ISO 10002.// | ||
| + | |||
| + | // There are different methods for resolving disputes and different terms used to describe them. These methods are facilitative, advisory or determinative (see Annex A). Each method can be used by itself or the methods can be used in sequence.// | ||
| + | |||
| + | //This document can be used to:// | ||
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| + | //a) design a dispute-resolution process and decide when to offer dispute resolution to complainants;// | ||
| + | //b) select a dispute-resolution provider (hereinafter referred to as “provider”; see 3.9) that is able to meet an organization’s specific needs and expectations.// | ||
| + | |||
| + | //**NOTE 2** Providers from the public and private sectors can take various forms around the world, including industry-sector specific associations, ombudsmen and multi-sector associations.// | ||
| + | |||
| + | //While this document is directed towards organizations, providers can also benefit from knowing what guidance is being given to organizations. Providers can also use the guidance in their dispute-resolution process.// | ||
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| + | //Organizations are encouraged to plan, design, develop, operate, maintain and improve a dispute-resolution process in conjunction with a customer satisfaction code of conduct and internal complaints-handling process, and to integrate them with the organization’s quality or other management systems.// | ||
| + | |||
| + | //This document can assist individuals and organizations in evaluating the effectiveness, efficiency and fairness of an organization’s dispute-resolution process. Implementation of this document can:// | ||
| + | * //provide flexible dispute resolution that, in comparison with court-based processes, can be less expensive, easier and quicker, especially in disputes across borders;// | ||
| + | * //help to enhance customer satisfaction and loyalty;// | ||
| + | * //provide a benchmark against which individuals and organizations can evaluate claims by organizations and providers that they operate in an effective, efficient and fair manner;// | ||
| + | * //help to inform potential users of dispute resolution about the conditions of access, cost and the legal consequences;// | ||
| + | * //enhance the ability of the organization to identify and eliminate causes of disputes;// | ||
| + | * //improve the way complaints and disputes are handled in the organization;// | ||
| + | * //provide additional information that can contribute to improvement of the organization’s products, services and processes;// | ||
| + | * //improve the organization’s reputation or avoid damage to it;// | ||
| + | * //improve domestic and international competitiveness;// | ||
| + | * //provide confidence of fair and consistent treatment of disputes throughout the global marketplace.// | ||
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| + | //**NOTE 3** External dispute resolution can be the subject of statutory and regulatory requirements.// | ||
| + | |||
| + | //**NOTE 4** The satisfaction of persons or organizations that could or do receive a product or a service from a public or a private organization is the focus of this document.// | ||
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| + | /**=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- | ||
| + | /* To add a discussion page to this page, comment out the line that says | ||
| + | ~~DISCUSSION:off~~ | ||
| + | */ | ||
| + | ~~DISCUSSION:on|Outstanding Issues~~ | ||
| + | ~~DISCUSSION:off~~ | ||
dido/public/ra/xapend/xapend.b_stds/tech/iso/customer_dispute.1605838059.txt.gz · Last modified: 2020/11/19 21:07 by nick
