British Standards BS ISO 10003 2007
British Standards BS ISO 10003 2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
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Overview
BS ISO 10003:2007 provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product-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.
BS ISO 10003 can be used to:
a) design a dispute-resolution process and decide when to offer dispute resolution to complainants, and
b) select a dispute-resolution provider that is able to meet an organization’s specific needs and expectations.
BS ISO 10003 can assist individuals and organizations in evaluating the effectiveness, efficiency and fairness of an organization’s dispute-resolution process. Implementation of BS ISO 10003 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 an 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 processes and products
•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.
BSI ISO 10003 is compatible with BS ISO 10001, BS ISO 10002, BS EN ISO 9001 and BS EN IS0 9004.
Bibliographic Detail
Standard Number BS ISO 10003:2007
Title Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations
Status Current
Publication Date 29 February 2008
Cross References ISO 9000:2005, ISO 9001, ISO 9004:2000, ISO 10001, ISO 10002:2004, ISO 10015, ISO/IEC Guide 37
International Relationships ISO 10003:2007 Identical
Draft Superseded 06/30153106 DC
Descriptors Quality management, Management, Consumers, Consumer-supplier relations, Quality assurance systems, Information, Delivery, After-sales services, Consumer protection, Contracts, Civil law, Personnel
ICS 03.120.10 (Quality management and quality assurance)
Title in French Management de la qualité. Satisfaction du client. Lignes directrices relatives à la résolution externe de conflits aux organismes
Title in German Qualitätsmanagement. Kundenzufriedenheit - Leitfaden für Konfliktlösung außerhalb von Organisationen
Committee SVS/1/-/1
ISBN 978 0 580 53022 7
Publisher BSI
Format A4
Delivery YES
Pages 46
File Size 780 KB
Price £ 150.00
British Standards BS ISO 10001 2007
British Standards BS ISO 10001 2007
Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations
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Overview
Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisfaction code of conduct consists of promises and related provisions that address issues such as product delivery, product returns, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product or its performance.
WHY HAVE A CODE OF CONDUCT?
A customer satisfaction code of conduct can be part of an effective approach to complaints management. This involves:
a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct
b) internal complaints handling, for instances when expressions of dissatisfaction are received
c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with internally.
BS ISO 10001:2007 provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading. Its use can:
•enhance fair trade practices and customer confidence in an organization
•improve customer understanding of what to expect from an organization in terms of its products and relations with customers, thereby reducing the likelihood of misunderstandings and complaints
•potentially decrease the need for new regulations governing an organization’s conduct towards its customers.
WHO SHOULD USE BS ISO 10001?
BS ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. BS 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.
RELATIONSHIPS WITH OTHER STANDARDS
BS ISO 10001:2007 is compatible with BS ISO 9001 and BS ISO 9004 and supports the objectives of these two standards through the effective and efficient application of a process to develop and implement a code of conduct related to customer satisfaction.
BS ISO 10001:2007 is also compatible with BS ISO 10002 and BS ISO 10003. These three standards can be used either independently or in conjunction with each other. When used together, they can be part of a broader and integrated framework for enhanced customer satisfaction through codes of conduct, complaints handling and dispute resolution.
Bibliographical detail
Standard Number BS ISO 10001:2007
Title Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations
Status Current
Publication Date 29 February 2008
Cross References ISO 9000:2005, ISO 9001, ISO 9004:2000, ISO 10002:2004, ISO 10003, ISO/IEC Guide 37
International Relationships ISO 10001:2007 Identical
Draft Superseded 06/30153125 DC
Descriptors Quality management, Management, Consumers, Consumer-supplier relations, Quality assurance systems, Planning, Information, Delivery, After-sales services, Documents, Handbooks, Consumer protection, Personnel
ICS 03.120.10 (Quality management and quality assurance)
Title in French Management de la qualité. Satisfaction du client. Lignes directrices relatives aux codes de conduite des organismes
Title in German Qualitätsmanagement. Kundenzufriedenheit. Leitfaden für Verhaltenskodizes für Organisationen
Committee SVS/1/-/1
ISBN 978 0 580 54155 1
Publisher BSI
Format A4
Delivery YES
Pages 30
File Size 753 KB
Price £ 114.00
British Standards BS EN ISO 9004 2000
British Standards BS EN ISO 9004 2000
Quality management systems. Guidelines for performance improvements
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Summary
The final standard in the family gives guidance on a wider range of objectives of a QMS than BS EN ISO 9001, particularly for the continual improvement of your organization’s overall performance and efficiency, as well as its effectiveness.
When compared to BS EN ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.
The standard is applicable to the processes of the organization. Therefore, the quality management principles on which it is based can be used throughout the organization. The focus of this standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.
BS EN ISO 9001 and BS EN ISO 9004 have been developed as a consistent pair of quality management system standards which have been designed to complement each other but which can also be used to independently.
Not intended for certification, regulatory or contractual use.
Contents
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
5 Management responsibility
6 Resource management
7 Product realization
8 Measurement, analysis and improvement
Annexes
A Guidelines for self-assessment
B Process for continual improvement
Bibliography
Bibliographic DetailOverviewSummaryThe final standard in the family gives guidance on a wider range of objectives of a QMS than BS EN ISO 9001, particularly for the continual improvement of your organization’s overall performance and efficiency, as well as its effectiveness.
When compared to BS EN ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization.
The standard is applicable to the processes of the organization. Therefore, the quality management principles on which it is based can be used throughout the organization. The focus of this standard is the achievement of ongoing improvement, measured through the satisfaction of customers and other interested parties.
BS EN ISO 9001 and BS EN ISO 9004 have been developed as a consistent pair of quality management system standards which have been designed to complement each other but which can also be used to independently.
Not intended for certification, regulatory or contractual use.
Contents1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
5 Management responsibility
6 Resource management
7 Product realization
8 Measurement, analysis and improvement
Annexes
A Guidelines for self-assessment
B Process for continual improvement
Bibliography
Bibliographic Detail Standard Number BS EN ISO 9004:2000
Title Quality management systems. Guidelines for performance improvements
Abstract Provides guidelines beyond the requirements of ISO 9001. It is not a guide to the implementation of ISO 9001. Not intended for certification, regulatory or contractual use.
Status Current, Work in hand
Publication Date 15 December 2000
Cross References ISO 9000-3:1997, ISO 9001:2000, ISO 9004-4:1993, ISO 10005:1995, ISO 10006:1997, ISO 10007:1995, ISO 10011-1:1990, ISO 10011-2:1991, ISO 10011-3:1991, ISO 10012-1:1992, ISO 10012-2:1997, ISO 10013:1995, ISO/TR 10014:1998, ISO 10015:1999, ISO/TR 10017:1999, ISO 10576-1, ISO/TR 13425:1995, ISO 14001:1996, ISO 14004:1996, ISO/IEC 17025:1999, IEC 60300-1, Quality Managment Principles Brochure, ISO 9000 + ISO 14000 News, ISO 9000:2000, EN ISO 9000:2000
Replaces BS EN ISO 9004-1:1994
International Relationships EN ISO 9004:2000 Identical, ISO 9004:2000 Identical
Draft Superseded 00/402848 DC99/404060 DC
Related Drafts in Progress 08/30135847 DC
Descriptors Quality assurance systems, Quality assurance, Management, Quality management, Quality, Planning, Process control, Performance
ICS 03.120.10 (Quality management and quality assurance)
Title in French Systemes de management de la qualite. Lignes directrices pour l’amelioration des performances
Title in German Qualitaesmanagementsysteme. Leitfaden zur Leistungsverbesserung
Committee QS/1
ISBN 0 580 36838 6
Publisher BSI
Format A4
Delivery YES
Pages 70
File Size 677 KB
Price £ 99.00
British Standards BS EN ISO 9000 2005
British Standards BS EN ISO 9000 2005
Quality management systems. Fundamentals and vocabulary
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Overview
Summary
BS EN ISO 9001:2000 specifies requirements for a QMS where an organization:
•needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements
•aims to enhance customer satisfaction through the effective application of the system. This includes processes for continual improvement of the system and the assurance of conformity and applicable regulatory requirements.
Improved performance
The standard identifies the eight quality management principles that can be used by senior managers to lead the organization towards improved performance. The principles are:
•Customer focus
•Leadership
•Involvement of people
•Process approach
•Systems approach to management
•Continual improvement
•Factual approach to decision making
•Mutually beneficial supplier relationships
Fully integrated
One of the fundamental purposes of BS EN ISO 9001:2000 is to enable the development of a QMS that is fully integrated into the normal operations of your business. This standard avoids the application of systems that are separate from your organization’s business processes. Therefore, it creates a more logical and effective approach to managing an organization which is process-based.
Contents
1 Scope
2 Normative reference
3 Terms and definitions
4 Quality management system
5 Management responsibility
6 Resource management
7 Product realization
8 Measurement, analysis and improvement
Annexes
A Correspondence between ISO 9001:2000 and ISO 14001:1996
B Correspondence between ISO 9001:2000 and ISO 9001:1994
Standard Number BS EN ISO 9000:2005
Title Quality management systems. Fundamentals and vocabulary
Status Current
Publication Date 29 September 2005
Cross References ISO 704, ISO 1087-1, ISO 3534-2, ISO 9001:2000, ISO 9004:2000, ISO 10012, ISO/TR 10013, ISO/TR 10017, ISO 10019, ISO 10241, ISO/TR 13425, ISO/IEC 17000, ISO 19011, ISO/IEC Guide 2, IEC 60050-191, IEC 60050-191/A2:2002, VIM:1993, ISO 9000, ISO 14000, ISO/IEC Directives, Part 1, ISO/IEC Directives, Part 2:2004, ISO/IEC Directives, Supplement
Replaces BS EN ISO 9000:2000
International Relationships EN ISO 9000:2005 Identical, ISO 9000:2005 Identical
Draft Superseded 04/30093427 DC
Descriptors Quality management, Quality assurance systems, Quality assurance, Management, Quality, Standards, Vocabulary, Quality auditing, Quality control
ICS 01.040.03 (Services. Company organization, management and quality. Administration. Transport. Sociology. (Vocabularies))
03.120.10 (Quality management and quality assurance)
Title in French Systemes de management de la qualite. Principes essentiels et vocabulaire
Title in German Qualitaetsmanagementsysteme. Grundlagen und Begriffe
Committee QS/1
ISBN 0 580 46751 1
Publisher BSI
Format A4
Delivery YES
Pages 42
File Size 1.427 MB
Price £ 70.00
BRITISH STANDARDS BS EN ISO 9001:2000 2008
BRITISH STANDARDS BS EN ISO 9001:2000 2008
Quality management systems. Requirements
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ISO 9001 is the world’s most established quality framework.
ISO 9001 helps you to effectively manage your business and meet your customers’ requirements
The ISO 9000 series of standards are adopted by 951,000 organizations in 175 countries worldwide to date. ISO 9001 sets the standard not only for quality management systems, but management systems in general.
It helps all kinds of organizations to succeed through improved customer satisfaction, staff motivation and continual improvement.
BS EN ISO 9001specifies requirements for a QMS where an organization:
- Needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements
- Aims to enhance customer satisfaction through the effective application of the system. This includes processes for continual improvement of the system and the assurance of conformity and applicable regulatory requirements.
Users of ISO 9001:2000 will have up to two years to upgrade their systems to ISO 9001:2008.
All accredited certifications issued will be to ISO 9001:2008 by the end of 2009. By the end of 2010, existing certification issued to ISO 9001:2000 will no longer be valid. Customers will need the revised version of ISO 9001 in order to keep their certificates up to date.
Standard Number BS EN ISO 9001:2008
Title Quality management systems. Requirements
Status Current
Publication Date 30 November 2008
Cross References
ISO 9000:2005, ISO 9004, ISO 10001:2007, ISO 10002:2004, ISO 10003:2007, ISO 10005:2005, ISO 10006:2003, ISO 10007:2003, ISO 10012:2003, ISO/TR 10013:2001, ISO 10014:2006, ISO 10015:1999, ISO/TR 10017:2003, ISO 10019:2005, ISO 14001:2004, ISO 19011:2002, IEC 60300-1:2003, IEC 61160:2006, ISO/IEC 90003:2004, ISO Quality management principles. 2001, ISO 9000. Selection and use. 2008, ISO 9001 for Small Businesses. What to do; Advice from ISO/TC 176. 2002
Replaces BS EN ISO 9001:2000
International Relationships EN ISO 9001:2008 Identical, ISO 9001:2008 Identical
Draft Superseded 07/30135834 DC
Descriptors Quality management, Quality assurance systems, Quality assurance, Management, Quality, Conformity, Planning, Process control, Consumer-supplier relations
ICS 03.120.10 (Quality management and quality assurance)
Title in French Systèmes de management de la qualité. Exigences
Title in German Qualitätsmanagementsysteme. Anforderungen
Committee QS/1
ISBN 978 0 580 59471 7
Publisher BSI
Format A4
Delivery YES
Pages 42
File Size 742 KB
Price £ 80.00
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BRITISH STANDARDS BS EN ISO 14001:2004
BRITISH STANDARDS BS EN ISO 14001:2004
Environmental management systems. Requirements with guidance for use
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The newly revised BS EN ISO 14001:2004 specifies the requirements for an environmental management system (EMS), which provides a framework for an organization to control the environmental impacts of its activities, products and services, and to continually improve its environmental performance. It applies to those environmental aspects which the organization can control and over which it can be expected to have an influence. It does not itself state specific environmental performance criteria. BS EN ISO 14001:2004 is applicable to any organization that wishes to:
implement, maintain and improve an environmental management system
assure itself of its conformance with its stated environmental policy
demonstrate such conformance to others
seek certification/registration of its environmental management system by an external organization
make a self-determination and self-declaration of conformance with this international standard.
All the requirements in this standard can be incorporated into any environmental management system. Having been revised, the improved BS EN ISO 14001 is now expected to bring the benefits of implementing an EMS to more businesses than ever. The standard is now easier to understand and use and has more detailed checklists for inputs and outputs from the management review and has increased compatibility to ISO 9001. Organizations who are currently registered to ISO 14001:1996 will have an 18-month transition period to register to ISO 14001:2004. This is also available as an A5 laminate, BIP 2075.
Contents of BS EN ISO 14001 include:
Scope
Normative references
Terms and definitions
Environmental management system requirements
Guidance on the use of this International Standard
Correspondence between ISO 14001:2004 and ISO 9001:2000
Bibliography
Standard Number BS EN ISO 14001:2004
Title Environmental management systems. Requirements with guidance for use
Status Current
Publication Date 16 November 2004
Cross References ISO 9000:2000, ISO 9001:2000, ISO 14004:2004, ISO 19011:2002
Replaces BS EN ISO 14001:1996
International Relationships EN ISO 14001:2004 Identical, ISO 14001:2004 Identical
Draft Superseded 03/109279 DC
Descriptors Environmental management, Environmental engineering, Ecology, Systemology, Management techniques, Policy formation, Planning, Environmental health, Conformity, Quality assurance, Training,
Legislation, Document maintenance, Emergency measures, Management, Approval testing, Quality auditing Environmental management systems
ICS 13.020.10 (Environmental management)
13.100 (Occupational safety. Industrial hygiene)
Title in French Systemes de management environnemental. Exigences et lignes directrices pour son utilisation
Title in German Umweltmanagementsysteme. Anforderungen mit Anleitung zur Anwendung
Committee SES/1/1
ISBN 0 580 44771 5
Publisher BSI
Format A4
Delivery YES
Pages 36
File Size 673 KB
Price £ 120.00
