ISO 10003-2018 pdf free

04-19-2021 comment

ISO 10003-2018 pdf free.Quality management — Customersatisfaction – Guidelines for disputeresolution external to organizations.
This document gives guidelines for an organization to plan, design, develop, operate,maintain andimprove an effective and efficient dispute-resolution process for complaints that have not been resolvedby the organization.
This document is applicable to:complaints relating to the organization’s products and services, the complaints-handling process ordispute-resolution process;resolution of disputes arising from domestic or cross-border business activities, including thosearising from electronic commerce.
This document is intended for use by any organization regardless of its type or size,or the products andservices it provides, 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 managementinvolvement in, and commitment to,dispute resolution and deployment of adequateresources within the organization;
the essentials for fair, suitable, transparent and accessible dispute resolution;guidance on management of an organization’s participation in dispute resolution;-monitoring.evaluating and improving the dispute-resolution process.This document is particularly aimed at dispute resolution between an organization and  individuals purchasing or using products and services for personal or household purposes, or- small businesses.This document does not apply to the resolution of other types of disputes, such as employment does not apply to complaints handling within an organization.
The following documents are referred to in the text in such a way that some or all of their contentconstitutes requirements of this document. For dated references, only the edition cited applies.Forundated references, the latest edition of the referenced document (including any amendments) applies.ISO 9000:2015,Quality management systems — Fundamentals and vocabulary
For the purposes of this document, the terms and definitions given in lSO 9000 and the following apply.
The organization should be actively committed to defining and implementing a dispute-resolutionprocess.The organization should address the needs and expectations of customers with respect to disputeresolution.The organization should ensure that the information about its dispute resolution is accurate and notmisleading, and that data collected are relevant, correct, complete, meaningful and useful.
The organization should establish and maintain accountability for, and reporting on, the decisions andactions taken with respect to dispute resolution.ISO 10003 pdf download.

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