Standard: ISO 10003

QUALITY MANAGEMENT — CUSTOMER SATISFACTION — GUIDELINES FOR DISPUTE RESOLUTION EXTERNAL TO ORGANIZATIONS

This standard is available for individual purchase.

or unlock this standard with a subscription to IHS Standards Expert

IHS Standards Expert subscription, simplifies and expedites the process for finding and managing standards by giving you access to standards from over 370 standards developing organizations (SDOs).

FEATURES & BENEFITS
  • Maximize product development and R&D with direct access to over 1.6 million standards
  • Discover new markets: Identify unmet needs and discover next-generation technologies
  • Improve quality by leveraging consistent standards to meet customer and market requirements
  • Minimize risk: Mitigate liability and better understand compliance regulations
  • Boost efficiency: Speed up research, capture and reuse expertise
For additional product information, visit the IHS Standards Expert page.

HOW TO SUBSCRIBE
For more information or a custom quote, visit the IHS Contact Us page for regional contact information.
Scope:

This International Standard provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. This International Standard is applicable to:

— complaints relating to the organization's products intended for, or required by, customers, the complaints-handling process or dispute-resolution process;

NOTE 1 Throughout this International Standard, the term "product" encompasses services, software, hardware and processed materials.

— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This International Standard is intended for use by organizations regardless of type, size and product provided, and deals with

— guidance on determining when and how organizations can participate in dispute resolution,

— guidance on the selection of providers and use of their services,

— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization,

— the essentials for fair, suitable, transparent and accessible dispute resolution, 

— guidance on management of an organization's participation in dispute resolution, and

— monitoring, evaluating and improving the dispute-resolution process.

NOTE 2 This International Standard is particularly aimed at dispute resolution between an organization and

— individuals purchasing or using products for personal or household purposes, or

— small businesses.

This International Standard is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

This International Standard does not apply to complaints handling within an organization.

Organization: International Organization for Standardization
Document Number: iso 10003
Publish Date: 2007-12-01
Page Count: 44
Available Languages: EN
DOD Adopted: NO
ANSI Approved: NO
Most Recent Revision: YES
Current Version: YES
Status: Active

This Standard References

Showing 6 of 6.


Standards That Reference This Standard

Showing 10 of 68.

view more
Advertisement
Advertisement
Advertisement
Advertisement