Typ produktu |
Česká technická norma (ČSN) |
Oznaèení zákl. dokumentu |
ČSN ISO 10003 |
Zmìna/oprava/svazek |
|
Tøídicí znak |
010341 |
Katalogové èíslo |
506790 |
Název dokumentu |
Management kvality - Spokojenost zákazníka - Směrnice pro externí řešení sporů organizace |
Anglický název |
Quality management - Customer satisfaction - Guidelines for dispute resolution external to 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 10003 | 2018 |
|
Zmìny |
|
Opravy |
|
Nahrazuje dokumenty |
Katalogové èíslo | Oznaèení | Rok vydání |
82856 | ČSN ISO 10003 | 2009 |
|
Byla nahrazena dokumenty |
|
Anotace |
ČSN ISO 10003 This document gives guidelines 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 document is applicable to: - complaints relating to the organization's products and services, 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 document is intended for use by any organization regardless of its type or size, or the products and services 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 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; - 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 disputes. It does not apply to complaints handling within an organization. |