• Instructor: Cherry Wang
• Lectures: 43
• Students: 1036
• Duration: 10 weeks

ISO 10001:2018

Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations

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.

The IEC and ISO are both independent, non-governmental, not-for-profit organizations that develop and publish fully consensus-based International Standards. The members of the two organizations include government, private and public-private entities. For each organization, there can only be one member per UN-recognized country and every member country, no matter how large or small, has one vote and a say in what goes into the IEC or ISO International Standard. National positions on IEC and ISO International Standards are not necessarily government positions, but should be representative of all interested stakeholders, including government experts. The IEC and ISO promote world trade and economic growth and encourage the development of products, systems and services that are safe, efficient and environmentally friendly.

What is a standard?

A standard is a document that specifies requirements for products, services and/or processes, laying down their required characteristics. This helps ensure the free movement of goods and encourages exports. Standardization promotes efficiency and quality assurance in industry, technology, science and the public sector. It serves to safeguard people and goods and to improve quality in all areas of life. Standards are developed in a consensus-based process organized by a recognized standards body.

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Audience

This tutorial is designed for anyone who wants to understand the fundementals of ISO Standards and international standardization. Academy Europe does not perform ISO certifications. Academy Europe and its services are not endorsed, approved or certified by ISO. Academy Europe only refers to ISO in a fair. Academy Europe presents courses to its students about  understanding of ISO  standardization.

Prerequisites

There are no prerequisites for this course except a desire to learn about the fundementals of ISO Standards and international standardization.