ISO 10003:2007(E): Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (e-Standard)
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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;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, andmonitoring, evaluating and improving the dispute-resolution process.
To purchase a Site License of this standard to post on your company's Local Area Network or Intranet, visit our Site License home page.
PDF. File Size 0 KB. 44 pages. 2007
Item: T858E
Member Price: $117.00
List/Forum-Division Price: $117.00
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ISO 10003:2007(E): Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
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