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【英文标准名称】:Qualitymanagement-Customersatisfaction-Guidelinesforcodesofconductfororganizations(ISO10001:2007);TextinGerman,EnglishandFrench
【原文标准名称】:质量管理.顾客满意度.组织管理的规范指南
【标准号】:DINISO10001-2008
【标准状态】:现行
【国别】:德国
【发布日期】:2008-07
【实施或试行日期】:
【发布单位】:德国标准化学会(DE-DIN)
【起草单位】:
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;能力;竞争;投诉;消费者;消费者与供货者的关系;消费者满意;定义;英语;法语;德语;指导手册;检验;管理;多语种的;方位;计划;过程控制;质量保证;质量控制;质量管理;可靠度;可靠性;服务设施;服务
【英文主题词】:After-salesservices;Competence;Competition;Complaints;Consumers;Consumer-supplierrelations;Customersatisfaction;Definition;Definitions;Englishlanguage;Frenchlanguage;Germanlanguage;Guidebooks;Inspection;Management;Multilingual;Orientation;Planning;Processcontrol;Qualityassurance;Qualitycontrol;Qualitymanagement;Reliability;Responsibility;Services
【摘要】:ThisInternationalStandardprovidesguidanceforplanning,designing,de-veloping,implementing,maintainingandimprovingcustomersatisfactioncodesofconduct.ThisInternationalStandardisapplicabletoproduct-relatedcodescontainingpromisesmadetocustomersbyanorganizationconcerningitsbehaviour.Suchprom-isesandrelatedprovisionsareaimedatenhancedcustomersatisfaction.AnnexAprovidessimplifiedexamplesofcomponentsofcodesfordifferentorganizations.NOTE1ThroughoutthisInternationalStandard,theterm"product"encompassesservices,software,hardwareandproc-essedmaterials.NOTE2InthisInternationalStandard,theterm"product"appliesonlytotheproductintendedfor,orrequiredby,acustomer.ThisInternationalStandardisintendedforusebyorganizationsregardlessoftype,sizeandproductprovided,in-cludingorganizationsthatdesigncus-tomersatisfactioncodesofconductforusebyotherorganizations.AnnexCgivesguidancespecificallyforsmallbusinesses.ThisInternationalStandarddoesnotprescribethesubstantivecontentofcustomersatisfactioncodesofcon-duct,nordoesitaddressothertypesofcodesofconduct,suchasthosethatrelatetotheinteractionbetweenanorganizationanditspersonnel,orbe-tweenanorganizationanditssuppli-ers.ThisInternationalStandardisnotin-tendedforcertificationorforcontrac-tualpurposes,anditisnotintendedtochangeanyrightsorobligationspro-videdbyapplicablestatutoryandregu-latoryrequirements.NOTE3WhilethisInternationalStandardisnotintendedforcontractualpurposes,customersatisfactioncodesofconductpromisescanbeincludedinanorganiza-tion'scontracts.NOTE4ThisInternationalStandardisaimedatcustomersatisfactioncodesofconductconcerningindividualcustomerspurchasingorusinggoods,propertyorservicesforpersonalorhouseholdpur-poses,althoughitisapplicabletoallcus-tomersatisfactioncodesofconduct.
【中国标准分类号】:A00
【国际标准分类号】:03_120_10
【页数】:39P.;A4
【正文语种】: