Typ produktu |
Česká technická norma (ČSN) |
Oznaèení zákl. dokumentu |
ČSN ISO 10001 |
Zmìna/oprava/svazek |
|
Tøídicí znak |
010340 |
Katalogové èíslo |
506788 |
Název dokumentu |
Management kvality - Spokojenost zákazníka - Směrnice pro pravidla chování organizací |
Anglický název |
Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations |
Datum vydání |
01.02.2019 |
Datum ukonèení platnosti |
|
Datum úèinnosti |
01.03.2019 |
Vìstník vydání (mìs/rok) |
2/19 |
Vìstník zrušení |
|
Zpùsob vydání |
samostatně tiskem |
Zpùsob pøevzetí originálu |
převzetí originálu |
Bude pøeložena |
Ne |
Použité jazyky |
|
ICS kódy |
03.120.10 - Management kvality a prokazování kvality
|
Subsektor |
|
Deskriptory |
|
Klíèová slova |
|
Harmonizace/Urèení |
Informace o harmonizovaných a urèených normách jsou zveøejnìny v Databázi harmonizovaných norem
|
Zapracované dokumenty |
Oznaèení | Rok vydání |
ISO 10001 | 2018 |
|
Zmìny |
|
Opravy |
|
Nahrazuje dokumenty |
Katalogové èíslo | Oznaèení | Rok vydání |
82220 | ČSN ISO 10001 | 2008 |
|
Byla nahrazena dokumenty |
|
Anotace |
ČSN ISO 10001 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. |