SIST ISO 10001:2018
Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
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.
Management de la qualité - Satisfaction du client - Lignes directrices relatives aux codes de conduite des organismes
Le pr�sent document fournit des lignes directrices pour la planification, la conception, le d�veloppement, l'entretien et l'am�lioration des codes de conduite relatifs � la satisfaction du client.
Le pr�sent document est applicable aux codes li�s aux produits et services et contenant des promesses faites aux clients par un organisme au sujet de son comportement. De telles promesses et dispositions associ�es ont pour objectif d'accro�tre la satisfaction du client. L'Annexe A donne des exemples simplifi�s de composants de codes pour diff�rents organismes.
NOTE Tout au long du pr�sent document, les termes �produit� et �service� se rapportent aux �l�ments de sortie d'un organisme qui sont destin�s � un client ou demand�s par celui-ci.
Le pr�sent document est destin� � �tre utilis� par tout organisme, quels que soient son type, sa taille ou les produits et services qu'il fournit, y compris les organismes qui cr�ent des codes de conduite relatifs � la satisfaction du client utilisables par d'autres organismes. L'Annexe C fournit des lignes directrices particuli�rement destin�es aux petites entreprises.
Le pr�sent document porte sur les codes de conduite relatifs � la satisfaction du client qui concernent chacun des clients achetant ou utilisant des objets, des biens ou des services � des fins personnelles ou domestiques, m�me s'il est applicable � tous les codes de conduite relatifs � la satisfaction du client.
Le pr�sent document ne sp�cifie pas le contenu m�me des codes de conduite relatifs � la satisfaction du client. Elle ne r�git pas non plus les autres types de codes de conduite, tels que ceux li�s � l'interaction entre un organisme et son personnel ou bien entre un organisme et ses fournisseurs.
La pr�sente Norme internationale n'est pas destin�e � la certification ou � des fins contractuelles, pas plus qu'elle n'est destin�e � modifier aucun droit ou obligation pr�vu par les exigences l�gales ou r�glementaires applicables.
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za kodeks ravnanja organizacij
Ta dokument določa smernice za načrtovanje, oblikovanje, razvoj, izvajanje, vzdrževanje in izboljšanje kodeksov ravnanja za zadovoljstvo odjemalcev.
Ta dokument se uporablja za kodekse, povezane z izdelki in storitvami, ki vsebujejo obljube, ki jih organizacije dajo odjemalcem glede svojega ravnanja. Take obljube in povezane določbe so namenjene izboljšanju zadovoljstva odjemalcev. Dodatek A podaja poenostavljene primere delov kodeksov za različne organizacije.
OPOMBA V tem dokumentu se izraza »izdelek« in »storitev« nanašata na proizvode organizacije, ki so namenjeni odjemalcu ali jih ta potrebuje.
Ta dokument je namenjen za uporabo v kateri koli organizaciji, ne glede na vrsto ali velikost ter izdelke in storitve, ki jih ponuja, vključno z organizacijami, ki sestavljajo kodekse ravnanja za zadovoljstvo odjemalcev za druge organizacije. Dodatek C podaja smernice za mala podjetja.
Ta dokument je namenjen kodeksom ravnanja za zadovoljstvo odjemalcev za posamezne odjemalce, ki kupujejo ali uporabljajo blago, nepremičnine ali storitve za osebne ali gospodinjske namene, čeprav se uporablja za vse kodekse ravnanja za zadovoljstvo odjemalcev.
Ta dokument ne določa bistvene vsebine kodeksov ravnanja za zadovoljstvo odjemalcev niti ne obravnava drugih vrst kodeksov ravnanja, kot so kodeksi, ki se nanašajo na interakcijo med organizacijo in njenim osebjem ali med organizacijo in njenimi dobavitelji.
General Information
Relations
Buy Standard
Standards Content (Sample)
SLOVENSKI STANDARD
SIST ISO 10001:2018
01-oktober-2018
1DGRPHãþD
SIST ISO 10001:2008
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za kodeks ravnanja
organizacij
Quality management - Customer satisfaction - Guidelines for codes of conduct for
organizations
Management de la qualité - Satisfaction du client - Lignes directrices relatives aux codes
de conduite des organismes
Ta slovenski standard je istoveten z: ISO 10001:2018
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
SIST ISO 10001:2018 en,fr
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST ISO 10001:2018
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SIST ISO 10001:2018
INTERNATIONAL ISO
STANDARD 10001
Second edition
2018-07
Quality management — Customer
satisfaction — Guidelines for codes of
conduct for organizations
Management de la qualité — Satisfaction du client — Lignes
directrices relatives aux codes de conduite des organismes
Reference number
ISO 10001:2018(E)
©
ISO 2018
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SIST ISO 10001:2018
ISO 10001:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
---------------------- Page: 4 ----------------------
SIST ISO 10001:2018
ISO 10001:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 3
4.5 Accessibility . 3
4.6 Responsiveness . 4
4.7 Information integrity . 4
4.8 Accountability . 4
4.9 Improvement . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Competence . 4
4.13 Timeliness . 4
5 Code framework . 4
5.1 Context of the organization . 4
5.2 Establishment . 5
5.3 Integration . 5
6 Planning, design and development . 5
6.1 Determine code objectives . 5
6.2 Gather and assess information . . 5
6.3 Obtain and assess input from relevant interested parties . 6
6.4 Prepare code . 6
6.5 Prepare performance indicators . 6
6.6 Prepare code procedures . 7
6.7 Prepare internal and external communication plan . 7
6.8 Determine resources needed . 7
7 Implementation . 7
8 Maintenance and improvement . 8
8.1 Collection of information . 8
8.2 Evaluation of code performance . 8
8.3 Evaluation of the satisfaction with the code . 8
8.4 Review of the code and code framework . 8
8.5 Continual improvement . 9
Annex A (informative) Simplified examples of components of codes for different organizations .10
Annex B (informative) Interrelationship of this document, ISO 10002, ISO 10003 and ISO 10004 11
Annex C (informative) Guidance for small businesses.13
Annex D (informative) Guidance on accessibility .14
Annex E (informative) Guidance on input from interested parties .15
Annex F (informative) Code framework .16
Annex G (informative) Guidance on adopting a code provided by another organization .18
Annex H (informative) Guidance on preparing the code .19
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SIST ISO 10001:2018
ISO 10001:2018(E)
Annex I (informative) Guidance on preparing communication plans .20
Bibliography .22
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SIST ISO 10001:2018
ISO 10001:2018(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/iso/foreword .html.
This document was prepared by Technical Committee ISO/176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the first edition (ISO 10001:2007), which has been technically
revised.
The main changes compared with the previous edition are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10002, ISO 10003 and ISO 10004.
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SIST ISO 10001:2018
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Introduction
0.1 General
Maintaining a high level of customer satisfaction is a significant challenge for many organizations.
One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A
customer satisfaction code of conduct consists of promises and related provisions that address issues
such as product and service delivery, product returns, handling of personal information of customers,
advertising and stipulations concerning particular product and service attributes or performance
(examples are given in Annex A). A customer satisfaction code of conduct can be part of an effective
approach to complaints management. This involves:
a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct;
b) internal complaints handling, for instances when expressions of dissatisfaction are received;
c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with
internally.
This document provides guidance to assist an organization in determining that its customer satisfaction
code provisions meet customer needs and expectations, and that the customer satisfaction code is
accurate and not misleading. Its use can:
— enhance fair trade practices and customer confidence in the organization;
— improve customer understanding of what to expect from the organization in terms of its products
and services and relations with customers, thereby reducing the likelihood of misunderstandings
and complaints;
— potentially decrease the need for new regulations governing the organization’s conduct towards its
customers.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this document.
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a process to develop and implement a code
of conduct related to customer satisfaction. This document can also be used independently of ISO 9001
and ISO 9004.
ISO 9001 specifies requirements for a quality management system. A customer satisfaction code of
conduct implemented in accordance with this document (ISO 10001) can be used as an element of a
quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
(ISO 10001) can further enhance performance regarding codes of conduct, as well as increase the
satisfaction of customers and other relevant interested parties to facilitate the achievement of
sustained success. It can also facilitate the continual improvement of the quality of products, services
and processes based on feedback from customers and other relevant interested parties.
NOTE Apart from customers, other relevant interested parties can include suppliers, industry associations
and their members, consumer organizations, relevant government agencies, personnel, owners and others who
are affected by an organization’s customer satisfaction code of conduct.
0.3 Relationship with ISO 10002, ISO 10003 and ISO 10004
This document is compatible with ISO 10002, ISO 10003 and ISO 10004. These four documents can
be used either independently or in conjunction with each other. When used together, this document,
ISO 10002, ISO 10003 and ISO 10004 can be part of a broader and integrated framework for enhanced
vi © ISO 2018 – All rights reserved
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customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring
and measurement of customer satisfaction (see Annex B).
ISO 10002 contains guidance on the internal handling of product- and service-related complaints.
By fulfilling the promises given in a customer satisfaction code of conduct, organizations decrease
the likelihood of problems arising because there is less potential for confusion regarding customer
expectations concerning the organization and its products and services.
ISO 10003 contains guidance on the resolution of disputes regarding product- and service-related
complaints that could not be satisfactorily resolved internally. When disputes do arise, the existence of
a customer satisfaction code of conduct can assist the parties in understanding customer expectations
and the organization’s attempts to meet those expectations.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of customer satisfaction codes of conduct.
For example, the processes described in ISO 10004 can assist the organization to monitor and measure
customer satisfaction with the codes (see 8.3). Likewise, customer satisfaction codes of conduct
can assist the organization in defining and implementing processes for monitoring and measuring
customer satisfaction. For example, an organization can establish a code of conduct with respect to
the confidentiality of customer information in monitoring and measuring customer satisfaction (see
ISO 10004:2018, 7.3.4).
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SIST ISO 10001:2018
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SIST ISO 10001:2018
INTERNATIONAL STANDARD ISO 10001:2018(E)
Quality management — Customer satisfaction —
Guidelines for codes of conduct for organizations
1 Scope
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.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at http: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
customer satisfaction code of conduct
code
promises, made to customers (3.4) by an organization (3.9) concerning its behaviour, that are aimed at
enhanced customer satisfaction (3.5) and related provisions
Note 1 to entry: Related provisions can include objectives, conditions, limitations, contact information, and
complaints handling procedures.
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Note 2 to entry: Hereafter in this document, the term “code” is used in place of “customer satisfaction code of
conduct”.
[SOURCE: ISO 9000:2015, 3.9.5, modified — The term “code” has been added as an admitted term and
Note 2 to entry has been replaced.]
3.2
complainant
person, organization (3.9) or their representative making a complaint (3.3)
3.3
complaint
expression of dissatisfaction made to an organization (3.9), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer (3.4).
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
[SOURCE: ISO 9000:2015, 3.9.3, modified — Notes 1 and 2 to entry have been added.]
3.4
customer
person or organization (3.9) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, 3.2.4]
3.5
customer satisfaction
customer’s (3.4) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization (3.9), or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints (3.3) are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, 3.9.2]
3.6
customer service
interaction of the organization (3.9) with the customer (3.4) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, 3.9.4]
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3.7
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
Note 1 to entry: Feedback can be given in relation to other processes where the organization (3.9) interacts with
the customer (3.4).
[SOURCE: ISO 9000:2015, 3.9.1, modified — Note 1 to entry has been added.]
3.8
interested party
stakeholder
person or organization (3.9) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers (3.4), owners, people in an organization, providers, bankers, regulators, unions,
partners or society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted.]
3.9
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted.]
4 Guiding principles
4.1 General
Effective and efficient planning, design, development, implementation, maintenance and improvement
of a code is based on adherence to the customer-focused guiding principles set out in 4.2 to 4.13.
4.2 Commitment
The organization should be actively committed to the adoption, integration and dissemination of a code
and the fulfilment of its promises.
4.3 Capacity
Sufficient resources should be made available for code planning, design, development, implementation,
maintenance and improvement, and should be managed effectively and efficiently.
4.4 Transparency
A code should be communicated to customers, personnel and other relevant interested parties.
Individual customers should be provided with adequate information about the code and its
implementation as it applies to them.
4.5 Accessibility
A code and relevant information about it should be easy to find and use (see Annex D).
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4.6 Responsiveness
The organization should address the needs and expectations of customers and the expectations of
other relevant interested parties in its code (see Annex E).
4.7 Information integrity
The organization should ensure that its code, and information about its code, are accurate, not misleading
and verifiable, and that data collected are relevant, correct, complete, meaningful and useful.
4.8 Accountability
The organization should establish and maintain accountability for, and reporting on, the decisions and
actions with respect to its code.
4.9 Improvement
Increased effectiveness and efficiency of the code and its use should be a permanent objective of the
organization.
4.10 Confidentiality
Personally identifiable information used in relation to the code should be kept confidential and
protected, unless disclosure is required by law or consent for disclosure is obtained from the person
concerned.
NOTE Personally identifiable information is information that when associated with an individual can be
used to identify him or her, and is retrievable by the individual’s name, address, email address, telephone number
or similarly specific identifier. The precise meaning of the term differs around the world.
4.11 Customer-focused approach
The organization should adopt a customer-focused approach with respect to the code and should be
open to feedback.
4.12 Competence
Organization personnel should have the personal attributes, skills, training, education and experience
necessary to develop and apply the code.
4.13 Timeliness
Code development and implementation should be undertaken as expeditiously as feasible given the
nature of the code and of the implementation process used.
5 Code framework
5.1 Context of the organization
In planning, designing, developing, implementing, maintaining and improving the code and its
framework, the organization should consider its context by:
— identifying and addressing external and internal issues that are relevant to the organization’s
purpose and that affect its ability to achieve code objectives;
— identifying the interested parties that are relevant to the code and its framework, and addressing
the relevant needs and expectations of these interested parties;
4 © ISO 2018 – All rights reserved
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SIST ISO 10001:2018
ISO 10001:2018(E)
— identifying the scope of the code and its framework, including their boundaries and applicability, and
taking into account the external and internal issues and the needs of interested parties no
...
INTERNATIONAL ISO
STANDARD 10001
Second edition
2018-07
Quality management — Customer
satisfaction — Guidelines for codes of
conduct for organizations
Management de la qualité — Satisfaction du client — Lignes
directrices relatives aux codes de conduite des organismes
Reference number
ISO 10001:2018(E)
©
ISO 2018
---------------------- Page: 1 ----------------------
ISO 10001:2018(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2018
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2018 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 10001:2018(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 3
4.5 Accessibility . 3
4.6 Responsiveness . 4
4.7 Information integrity . 4
4.8 Accountability . 4
4.9 Improvement . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Competence . 4
4.13 Timeliness . 4
5 Code framework . 4
5.1 Context of the organization . 4
5.2 Establishment . 5
5.3 Integration . 5
6 Planning, design and development . 5
6.1 Determine code objectives . 5
6.2 Gather and assess information . . 5
6.3 Obtain and assess input from relevant interested parties . 6
6.4 Prepare code . 6
6.5 Prepare performance indicators . 6
6.6 Prepare code procedures . 7
6.7 Prepare internal and external communication plan . 7
6.8 Determine resources needed . 7
7 Implementation . 7
8 Maintenance and improvement . 8
8.1 Collection of information . 8
8.2 Evaluation of code performance . 8
8.3 Evaluation of the satisfaction with the code . 8
8.4 Review of the code and code framework . 8
8.5 Continual improvement . 9
Annex A (informative) Simplified examples of components of codes for different organizations .10
Annex B (informative) Interrelationship of this document, ISO 10002, ISO 10003 and ISO 10004 11
Annex C (informative) Guidance for small businesses.13
Annex D (informative) Guidance on accessibility .14
Annex E (informative) Guidance on input from interested parties .15
Annex F (informative) Code framework .16
Annex G (informative) Guidance on adopting a code provided by another organization .18
Annex H (informative) Guidance on preparing the code .19
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ISO 10001:2018(E)
Annex I (informative) Guidance on preparing communication plans .20
Bibliography .22
iv © ISO 2018 – All rights reserved
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ISO 10001:2018(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/iso/foreword .html.
This document was prepared by Technical Committee ISO/176, Quality management and quality
assurance, Subcommittee SC 3, Supporting technologies.
This second edition cancels and replaces the first edition (ISO 10001:2007), which has been technically
revised.
The main changes compared with the previous edition are as follows:
— alignment with ISO 9000:2015;
— alignment with ISO 9001:2015;
— improved alignment with ISO 10002, ISO 10003 and ISO 10004.
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ISO 10001:2018(E)
Introduction
0.1 General
Maintaining a high level of customer satisfaction is a significant challenge for many organizations.
One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A
customer satisfaction code of conduct consists of promises and related provisions that address issues
such as product and service delivery, product returns, handling of personal information of customers,
advertising and stipulations concerning particular product and service attributes or performance
(examples are given in Annex A). A customer satisfaction code of conduct can be part of an effective
approach to complaints management. This involves:
a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct;
b) internal complaints handling, for instances when expressions of dissatisfaction are received;
c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with
internally.
This document provides guidance to assist an organization in determining that its customer satisfaction
code provisions meet customer needs and expectations, and that the customer satisfaction code is
accurate and not misleading. Its use can:
— enhance fair trade practices and customer confidence in the organization;
— improve customer understanding of what to expect from the organization in terms of its products
and services and relations with customers, thereby reducing the likelihood of misunderstandings
and complaints;
— potentially decrease the need for new regulations governing the organization’s conduct towards its
customers.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this document.
0.2 Relationship with ISO 9001 and ISO 9004
This document is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two
standards through the effective and efficient application of a process to develop and implement a code
of conduct related to customer satisfaction. This document can also be used independently of ISO 9001
and ISO 9004.
ISO 9001 specifies requirements for a quality management system. A customer satisfaction code of
conduct implemented in accordance with this document (ISO 10001) can be used as an element of a
quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document
(ISO 10001) can further enhance performance regarding codes of conduct, as well as increase the
satisfaction of customers and other relevant interested parties to facilitate the achievement of
sustained success. It can also facilitate the continual improvement of the quality of products, services
and processes based on feedback from customers and other relevant interested parties.
NOTE Apart from customers, other relevant interested parties can include suppliers, industry associations
and their members, consumer organizations, relevant government agencies, personnel, owners and others who
are affected by an organization’s customer satisfaction code of conduct.
0.3 Relationship with ISO 10002, ISO 10003 and ISO 10004
This document is compatible with ISO 10002, ISO 10003 and ISO 10004. These four documents can
be used either independently or in conjunction with each other. When used together, this document,
ISO 10002, ISO 10003 and ISO 10004 can be part of a broader and integrated framework for enhanced
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ISO 10001:2018(E)
customer satisfaction through codes of conduct, complaints handling, dispute resolution and monitoring
and measurement of customer satisfaction (see Annex B).
ISO 10002 contains guidance on the internal handling of product- and service-related complaints.
By fulfilling the promises given in a customer satisfaction code of conduct, organizations decrease
the likelihood of problems arising because there is less potential for confusion regarding customer
expectations concerning the organization and its products and services.
ISO 10003 contains guidance on the resolution of disputes regarding product- and service-related
complaints that could not be satisfactorily resolved internally. When disputes do arise, the existence of
a customer satisfaction code of conduct can assist the parties in understanding customer expectations
and the organization’s attempts to meet those expectations.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of customer satisfaction codes of conduct.
For example, the processes described in ISO 10004 can assist the organization to monitor and measure
customer satisfaction with the codes (see 8.3). Likewise, customer satisfaction codes of conduct
can assist the organization in defining and implementing processes for monitoring and measuring
customer satisfaction. For example, an organization can establish a code of conduct with respect to
the confidentiality of customer information in monitoring and measuring customer satisfaction (see
ISO 10004:2018, 7.3.4).
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INTERNATIONAL STANDARD ISO 10001:2018(E)
Quality management — Customer satisfaction —
Guidelines for codes of conduct for organizations
1 Scope
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.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000:2015, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at http: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
customer satisfaction code of conduct
code
promises, made to customers (3.4) by an organization (3.9) concerning its behaviour, that are aimed at
enhanced customer satisfaction (3.5) and related provisions
Note 1 to entry: Related provisions can include objectives, conditions, limitations, contact information, and
complaints handling procedures.
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ISO 10001:2018(E)
Note 2 to entry: Hereafter in this document, the term “code” is used in place of “customer satisfaction code of
conduct”.
[SOURCE: ISO 9000:2015, 3.9.5, modified — The term “code” has been added as an admitted term and
Note 2 to entry has been replaced.]
3.2
complainant
person, organization (3.9) or their representative making a complaint (3.3)
3.3
complaint
expression of dissatisfaction made to an organization (3.9), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer (3.4).
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
[SOURCE: ISO 9000:2015, 3.9.3, modified — Notes 1 and 2 to entry have been added.]
3.4
customer
person or organization (3.9) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, 3.2.4]
3.5
customer satisfaction
customer’s (3.4) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization (3.9), or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints (3.3) are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, 3.9.2]
3.6
customer service
interaction of the organization (3.9) with the customer (3.4) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, 3.9.4]
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ISO 10001:2018(E)
3.7
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
Note 1 to entry: Feedback can be given in relation to other processes where the organization (3.9) interacts with
the customer (3.4).
[SOURCE: ISO 9000:2015, 3.9.1, modified — Note 1 to entry has been added.]
3.8
interested party
stakeholder
person or organization (3.9) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers (3.4), owners, people in an organization, providers, bankers, regulators, unions,
partners or society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted.]
3.9
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted.]
4 Guiding principles
4.1 General
Effective and efficient planning, design, development, implementation, maintenance and improvement
of a code is based on adherence to the customer-focused guiding principles set out in 4.2 to 4.13.
4.2 Commitment
The organization should be actively committed to the adoption, integration and dissemination of a code
and the fulfilment of its promises.
4.3 Capacity
Sufficient resources should be made available for code planning, design, development, implementation,
maintenance and improvement, and should be managed effectively and efficiently.
4.4 Transparency
A code should be communicated to customers, personnel and other relevant interested parties.
Individual customers should be provided with adequate information about the code and its
implementation as it applies to them.
4.5 Accessibility
A code and relevant information about it should be easy to find and use (see Annex D).
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ISO 10001:2018(E)
4.6 Responsiveness
The organization should address the needs and expectations of customers and the expectations of
other relevant interested parties in its code (see Annex E).
4.7 Information integrity
The organization should ensure that its code, and information about its code, are accurate, not misleading
and verifiable, and that data collected are relevant, correct, complete, meaningful and useful.
4.8 Accountability
The organization should establish and maintain accountability for, and reporting on, the decisions and
actions with respect to its code.
4.9 Improvement
Increased effectiveness and efficiency of the code and its use should be a permanent objective of the
organization.
4.10 Confidentiality
Personally identifiable information used in relation to the code should be kept confidential and
protected, unless disclosure is required by law or consent for disclosure is obtained from the person
concerned.
NOTE Personally identifiable information is information that when associated with an individual can be
used to identify him or her, and is retrievable by the individual’s name, address, email address, telephone number
or similarly specific identifier. The precise meaning of the term differs around the world.
4.11 Customer-focused approach
The organization should adopt a customer-focused approach with respect to the code and should be
open to feedback.
4.12 Competence
Organization personnel should have the personal attributes, skills, training, education and experience
necessary to develop and apply the code.
4.13 Timeliness
Code development and implementation should be undertaken as expeditiously as feasible given the
nature of the code and of the implementation process used.
5 Code framework
5.1 Context of the organization
In planning, designing, developing, implementing, maintaining and improving the code and its
framework, the organization should consider its context by:
— identifying and addressing external and internal issues that are relevant to the organization’s
purpose and that affect its ability to achieve code objectives;
— identifying the interested parties that are relevant to the code and its framework, and addressing
the relevant needs and expectations of these interested parties;
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ISO 10001:2018(E)
— identifying the scope of the code and its framework, including their boundaries and applicability, and
taking into account the external and internal issues and the needs of interested parties noted above.
5.2 Establishment
A code should be supported by an organizational framework for decision-making and action to use in
code planning, design, development, implementation, maintenance and improvement. This framework
involves resource assessment, provision and deployment needed to carry out the interrelated activities
to fulfil code objectives (see Annex F). It also includes leadership and commitment, assignment of
appropriate responsibilities and authorities, and training throughout the organization.
When establishing and using a code, the organization should consider and address risks and
opportunities that can arise. This involves:
— monitoring and evaluating processes and external and internal factors concerning risks and
opportunities;
— identifying and assessing specific risks and opportunities;
— planning, designing, developing, implementing and reviewing corrective actions and improvements
pertaining to identified and assessed risks and opportunities.
As defined in ISO 9000:2015, 3.7.9, risk is the effect of uncertainty, which can be negative or positive.
In the context of the code, an example of a negative effect is customer dissatisfaction resulting from
...
NORME ISO
INTERNATIONALE 10001
Deuxième édition
2018-07
Management de la qualité —
Satisfaction du client — Lignes
directrices relatives aux codes de
conduite des organismes
Quality management — Customer satisfaction — Guidelines for codes
of conduct for organizations
Numéro de référence
ISO 10001:2018(F)
©
ISO 2018
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ISO 10001:2018(F)
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2018
Tous droits réservés. Sauf prescription différente ou nécessité dans le contexte de sa mise en œuvre, aucune partie de cette
publication ne peut être reproduite ni utilisée sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique,
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Publié en Suisse
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ISO 10001:2018(F)
Sommaire Page
Avant-propos .v
Introduction .vi
1 Domaine d'application . 1
2 Références normatives . 1
3 Termes et définitions . 1
4 Principes directeurs . 3
4.1 Généralités . 3
4.2 Engagement . 3
4.3 Capacité . 3
4.4 Transparence . 4
4.5 Accessibilité . 4
4.6 Réactivité . 4
4.7 Intégrité des informations . 4
4.8 Obligations . 4
4.9 Amélioration . 4
4.10 Confidentialité . 4
4.11 Approche orientée client . 4
4.12 Compétence . 4
4.13 Ponctualité . 4
5 Cadre du code. 5
5.1 Contexte de l'organisme . 5
5.2 Établissement . 5
5.3 Intégration . 5
6 Planification, conception et développement . 6
6.1 Déterminer les objectifs du code . 6
6.2 Rassembler et évaluer les informations . 6
6.3 Obtenir et évaluer les données d'entrée des parties intéressées pertinentes . 6
6.4 Élaborer le code . 6
6.5 Définir des indicateurs de performance . 7
6.6 Élaborer les procédures du code . 7
6.7 Élaborer un plan de communication interne et externe . 7
6.8 Déterminer les ressources nécessaires. 7
7 Mise en œuvre . 8
8 Entretien et amélioration . 8
8.1 Recueil des informations . 8
8.2 Évaluation des performances du code . 8
8.3 Évaluation de la satisfaction par rapport au code . 9
8.4 Revue du code et de son cadre . 9
8.5 Amélioration continue . 9
Annexe A (informative) Exemples simplifiés de composants de codes pour différents
organismes .11
Annexe B (informative) Relations entre le présent document, l'ISO 10002, l'ISO 10003 et
l'ISO 10004.12
Annexe C (informative) Lignes directrices pour les petites entreprises .14
Annexe D (informative) Lignes directrices relatives à l'accessibilité .15
Annexe E (informative) Lignes directrices relatives à l'obtention de données d'entrée des
parties intéressées .16
Annexe F (informative) Cadre du code .17
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ISO 10001:2018(F)
Annexe G (informative) Lignes directrices relatives à l'adoption d'un code fourni par un
autre organisme .19
Annexe H (informative) Lignes directrices relatives à la préparation du code .20
Annexe I (informative) Lignes directrices relatives à l'élaboration des plans de communication .21
Bibliographie .23
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ISO 10001:2018(F)
Avant-propos
L’ISO (Organisation internationale de normalisation) est une fédération mondiale d’organismes
nationaux de normalisation (comités membres de l’ISO). L’élaboration des Normes internationales est
en général confiée aux comités techniques de l’ISO. Chaque comité membre intéressé par une étude
a le droit de faire partie du comité technique créé à cet effet. Les organisations internationales,
gouvernementales et non gouvernementales, en liaison avec l’ISO participent également aux travaux.
L’ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui
concerne la normalisation électrotechnique.
Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont
décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents
critères d’approbation requis pour les différents types de documents ISO. Le présent document a été
rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2 (voir www
.iso .org/directives).
L’attention est attirée sur le fait que certains des éléments du présent document peuvent faire l’objet de
droits de propriété intellectuelle ou de droits analogues. L’ISO ne saurait être tenue pour responsable
de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails concernant
les références aux droits de propriété intellectuelle ou autres droits analogues identifiés lors de
l’élaboration du document sont indiqués dans l’Introduction et/ou dans la liste des déclarations de
brevets reçues par l’ISO (voir www .iso .org/brevets).
Les appellations commerciales éventuellement mentionnées dans le présent document sont données
pour information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un
engagement.
Pour une explication de la nature volontaire des normes, la signification des termes et expressions
spécifiques de l’ISO liés à l’évaluation de la conformité, ou pour toute information au sujet de l’adhésion
de l’ISO aux principes de l’Organisation mondiale du commerce (OMC) concernant les obstacles
techniques au commerce (OTC), voir le lien suivant: www .iso .org/avant -propos.
Le présent document a été élaboré par le comité technique ISO/TC 176, Management et assurance de la
qualité, sous-comité SC 3, Techniques de soutien.
Cette deuxième édition annule et remplace la première édition (ISO 10001:2007), qui a fait l'objet d'une
révision technique.
Les principales modifications par rapport à l’édition précédente sont les suivantes:
— alignement avec l’ISO 9000:2015;
— alignement avec l’ISO 9001:2015;
— amélioration de l’alignement avec l’ISO 10002, l’ISO 10003 et l’ISO 10004.
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ISO 10001:2018(F)
Introduction
0.1 Généralités
Conserver un niveau élevé de satisfaction du client est l'un des principaux défis que de nombreux
organismes ont à relever. L'une des manières d'atteindre cet objectif, consiste à mettre en place
et à appliquer un code de conduite relatif à la satisfaction du client. Un code de conduite relatif à la
satisfaction du client consiste en promesses et en dispositions associées qui traitent des aspects tels
que la livraison des produits et la prestation de services, le retour des produits, le traitement des
informations personnelles du client, la publicité et les dispositions concernant les attributs particuliers
d'un produit ou service ou de ses performances (pour voir des exemples, consulter l'Annexe A). Un code
de conduite relatif à la satisfaction du client peut faire partie d'une approche efficace du traitement des
réclamations. Cela implique:
a) la prévention des réclamations, en utilisant un code de conduite relatif à la satisfaction du client;
b) le traitement des réclamations en interne, par exemple lorsqu'une insatisfaction est exprimée;
c) la résolution des conflits par un tiers, dans des situations où les réclamations ne peuvent pas être
traitées de manière satisfaisante en interne.
Le présent document fournit des lignes directrices qui permettent à un organisme de s'assurer que
toutes les dispositions du code relatif à la satisfaction du client répondent aux besoins et aux attentes
du client, et que le code relatif à la satisfaction du client est exact et sincère. Son utilisation peut:
— contribuer à rendre les pratiques commerciales plus équitables et à accroître la confiance du client
dans l’organisme;
— permettre à un client de mieux comprendre ce qu'il peut attendre de l’organisme, en termes de
produits et services et de relations avec le client, en réduisant ainsi le risque d'incompréhensions et
de réclamations;
— réduire potentiellement le besoin de nouvelles réglementations concernant la conduite de
l’organisme à l'égard de ses clients.
Le présent document porte sur la satisfaction des personnes ou des organismes qui sont susceptibles de
recevoir ou qui reçoivent un produit ou un service d'un organisme public ou privé.
0.2 Relation avec l'ISO 9001 et l'ISO 9004
Le présent document est compatible avec l'ISO 9001 et l'ISO 9004 et soutient les objectifs de ces deux
normes, grâce à une application efficace et efficiente du processus de développement et de mise en
œuvre d'un code de conduite relatif à la satisfaction du client. Le présent document peut également être
utilisé indépendamment de l'ISO 9001 et de l'ISO 9004.
L'ISO 9001 spécifie les exigences d'un système de management de la qualité. Un code de conduite relatif
à la satisfaction du client mis en œuvre conformément au présent document (ISO 10001) peut être
utilisé comme un élément d'un système de management de la qualité.
L'ISO 9004 fournit des lignes directrices permettant à un organisme d’obtenir des performances
durables. L'utilisation du présent document (ISO 10001) peut permettre d'améliorer davantage les
performances en ce qui concerne les codes de conduite et d'augmenter la satisfaction des clients et
des autres parties intéressées pertinentes pour contribuer à l'obtention de performances durables.
Cela peut également contribuer à l'amélioration continue de la qualité des produits, des services et des
processus, grâce au retour d'information des clients comme des autres parties intéressées pertinentes.
NOTE Hormis les clients, les autres parties intéressées pertinentes peuvent inclure les fournisseurs, les
associations d'industriels et leurs membres, les associations de consommateurs, les agences gouvernementales
correspondantes, le personnel, les propriétaires et toute autre partie concernée par un code de conduite relatif à
la satisfaction du client.
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ISO 10001:2018(F)
0.3 Relation avec l'ISO 10002, l'ISO 10003 et l'ISO 10004
Le présent document est compatible avec l'ISO 10002, l'ISO 10003 et l'ISO 10004. Ces quatre documents
peuvent être utilisés indépendamment ou conjointement. Lorsqu'ils sont utilisés conjointement, le
présent document, l'ISO 10002, l'ISO 10003 et l'ISO 10004 peuvent faire partie d'un cadre intégré plus
large visant à augmenter la satisfaction du client par le biais de codes de conduite, du traitement des
réclamations, de la résolution des conflits ainsi que de la surveillance et de la mesure de la satisfaction
du client (voir Annexe B).
L'ISO 10002 contient des lignes directrices relatives au traitement interne des réclamations liées aux
produits et services. En tenant les promesses formulées dans un code de conduite relatif à la satisfaction
du client, les organismes réduisent les problèmes liés au risque de confusion en termes d'attentes du
client par rapport à l'organisme et à ses produits et services.
L'ISO 10003 contient des lignes directrices relatives à la résolution des conflits concernant les
réclamations liées aux produits et services, qui ne peuvent pas être résolus de manière satisfaisante en
interne. Lorsque des conflits apparaissent, l'existence d'un code de conduite relatif à la satisfaction du
client peut aider les parties à mieux comprendre les attentes du client ainsi que les efforts de l'organisme
pour répondre à ces attentes.
L'ISO 10004 contient des lignes directrices relatives à l'établissement de processus efficaces pour la
surveillance et la mesure de la satisfaction du client. Elle est axée sur les clients externes à l'organisme.
Les lignes directrices fournies dans l'ISO 10004 peuvent soutenir l'établissement et la mise en œuvre de
codes de conduite relatifs à la satisfaction du client. Par exemple, les processus décrits dans l'ISO 10004
peuvent aider l'organisme à surveiller et mesurer la satisfaction du client en ce qui concerne les codes
(voir 8.3). De même, les codes de conduite relatifs à la satisfaction du client peuvent aider l'organisme
à définir et mettre en œuvre des processus de surveillance et de mesure de la satisfaction du client.
Par exemple, un organisme peut établir un code de conduite en ce qui concerne la confidentialité des
informations relatives au client lors de la surveillance et de la mesure de la satisfaction du client (voir
l'ISO 10004:2018, 7.3.4).
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NORME INTERNATIONALE ISO 10001:2018(F)
Management de la qualité — Satisfaction du client —
Lignes directrices relatives aux codes de conduite des
organismes
1 Domaine d'application
Le présent document fournit des lignes directrices pour la planification, la conception, le développement,
l'entretien et l'amélioration des codes de conduite relatifs à la satisfaction du client.
Le présent document est applicable aux codes liés aux produits et services et contenant des promesses
faites aux clients par un organisme au sujet de son comportement. De telles promesses et dispositions
associées ont pour objectif d'accroître la satisfaction du client. L'Annexe A donne des exemples simplifiés
de composants de codes pour différents organismes.
NOTE Tout au long du présent document, les termes «produit» et «service» se rapportent aux éléments de
sortie d'un organisme qui sont destinés à un client ou demandés par celui-ci.
Le présent document est destiné à être utilisé par tout organisme, quels que soient son type, sa taille ou
les produits et services qu'il fournit, y compris les organismes qui créent des codes de conduite relatifs
à la satisfaction du client utilisables par d'autres organismes. L'Annexe C fournit des lignes directrices
particulièrement destinées aux petites entreprises.
Le présent document porte sur les codes de conduite relatifs à la satisfaction du client qui concernent
chacun des clients achetant ou utilisant des objets, des biens ou des services à des fins personnelles ou
domestiques, même s’il est applicable à tous les codes de conduite relatifs à la satisfaction du client.
Le présent document ne spécifie pas le contenu même des codes de conduite relatifs à la satisfaction du
client. Elle ne régit pas non plus les autres types de codes de conduite, tels que ceux liés à l'interaction
entre un organisme et son personnel ou bien entre un organisme et ses fournisseurs.
La présente Norme internationale n'est pas destinée à la certification ou à des fins contractuelles,
pas plus qu'elle n'est destinée à modifier aucun droit ou obligation prévu par les exigences légales ou
réglementaires applicables.
2 Références normatives
Les documents suivants cités dans le texte constituent, pour tout ou partie de leur contenu, des
exigences du présent document. Pour les références datées, seule l’édition citée s’applique. Pour les
références non datées, la dernière édition du document de référence s’applique (y compris les éventuels
amendements).
ISO 9000:2015, Systèmes de management de la qualité — Principes essentiels et vocabulaire
3 Termes et définitions
Pour les besoins du présent document, les termes et les définitions de l’ISO 9000, ainsi que les suivants,
s’appliquent.
L’ISO et l’IEC tiennent à jour des bases de données terminologiques destinées à être utilisées en
normalisation, consultables aux adresses suivantes:
— ISO Online browsing platform: disponible à l’adresse https: //www .iso .org/obp
— IEC Electropedia: disponible à l’adresse http: //www .electropedia .org/
© ISO 2018 – Tous droits réservés 1
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ISO 10001:2018(F)
3.1
code de conduite relatif à la satisfaction du client
code
promesses faites aux clients (3.4) par un organisme (3.9) concernant son comportement, destinées à
accroître la satisfaction du client (3.5) et dispositions qui leur sont associées
Note 1 à l'article: Les dispositions associées peuvent comprendre les objectifs, les conditions, les restrictions, les
informations sur le contact, ainsi que les procédures de traitement des réclamations.
Note 2 à l'article: Ci-après, dans le présent document, le terme «code» est utilisé en lieu et place de «code de
conduite relatif à la satisfaction du client».
[SOURCE: ISO 9000:2015, 3.9.5, modifiée — Le terme «code» a été ajouté comme terme admis et la
Note 2 à l'article a été remplacée.]
3.2
réclamant
plaignant
personne, organisme (3.9) ou leur représentant qui formule une réclamation (3.3)
3.3
réclamation
toute expression de mécontentement adressée à un organisme (3.9), concernant
son produit ou service, ou le processus de traitement des réclamations lui-même, pour laquelle une
réponse ou une solution est explicitement ou implicitement attendue
Note 1 à l'article: Les réclamations peuvent être faites en rapport avec d'autres processus dans lesquels
l'organisme interagit avec le client (3.4).
Note 2 à l'article: Les réclamations peuvent être transmises directement ou indirectement à l'organisme.
[SOURCE: ISO 9000:2015, 3.9.3, modifiée — Les Notes 1 et 2 à l’article ont été ajoutées.]
3.4
client
personne ou organisme (3.9) qui est susceptible de recevoir ou qui reçoit un produit ou un service
destiné à, ou demandé par, cette personne ou cet organisme
EXEMPLE Consommateur, utilisateur final, détaillant, destinataire d'un produit ou service issu d'un
processus interne, bénéficiaire et acheteur.
Note 1 à l'article: Le client peut être interne ou externe à l'organisme.
[SOURCE: ISO 9000:2015, 3.2.4]
3.5
satisfaction du client
perception du client (3.4) sur le niveau de satisfaction de ses attentes
Note 1 à l'article: Il se peut que les attentes du client ne soient pas connues de l'organisme (3.9), voire du client
en question, jusqu'à ce que le produit ou le service soit fourni. Pour atteindre un niveau élevé de satisfaction
du client, il peut être nécessaire de satisfaire une attente d'un client, même si celle-ci n'est pas formulée, ni
généralement implicite ou obligatoire.
Note 2 à l'article: Les réclamations (3.3) sont un indicateur habituel d'un faible niveau de satisfaction du client,
mais leur absence n'implique pas nécessairement un niveau élevé de satisfaction du client.
Note 3 à l'article: Même lorsque les exigences du client ont été convenues avec lui et satisfaites, cela n'entraîne pas
nécessairement une forte satisfaction du client.
[SOURCE: ISO 9000:2015, 3.9.2]
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ISO 10001:2018(F)
3.6
service à la clientèle
interaction de l'organisme (3.9) avec le client (3.4) tout au long du cycle de vie d'un produit ou d'un service
[SOURCE: ISO 9000:2015, 3.9.4]
3.7
retour d'information
avis, commentaires et expressions de l'intérêt porté à un produit, un service ou
au processus de traitement des réclamations
Note 1 à l'article: Le retour d'information peut être en rapport avec d'autres processus dans lesquels l'organisme
(3.9) interagit avec le client (3.4).
[SOURCE: ISO 9000:2015, 3.9.1, modifiée — La Note 1 à l’article a été ajoutée.]
3.8
partie intéressée
partie prenante
personne ou organisme (3.9) qui peut soit influer sur une décision ou une activité, soit être influencée
ou s’estimer influencée par une décision ou une activité
EXEMPLE Clients (3.4), propriétaires, personnel d'un organisme, prestataires, établissements financiers,
autorités réglementaires, syndicats, partenaires ou société qui peut inclure des concurrents ou des groupes de
pression d'opposition.
[SOURCE: ISO 9000:2015, 3.2.3, modifiée — La Note 1 à l'article a été supprimée.]
3.9
organisme
personne ou groupe de personnes ayant un rôle avec les responsabilités, l’autorité et les relations lui
permettant d'atteindre ses objectifs
Note 1 à l'article: Le concept d'organisme englobe sans s’y limiter, les travailleurs indépendants, les compagnies,
les sociétés, les firmes, les entreprises, les administrations, les partenariats, les associations, les organisations
caritatives ou les institutions, ou bien une partie ou une combinaison des entités précédentes, à responsabilité
limitée ou ayant un autre statut, de droit public ou privé.
[SOURCE: ISO 9000:2015, 3.2.1, modifiée — La Note 2 à l'article a été supprimée.]
4 Principes directeurs
4.1 Généralités
Une planification, une conception, un développement, une mise en œuvre, un entretien et une
amélioration efficaces et efficients d'un code reposent sur l'adhésion aux principes directeurs orientés
clients et définis de 4.2 à 4.13.
4.2 Engagement
Il convient que l’organisme soit activement engagé dans l'adoption, l'intégration et la dissémination
d'un code et dans l'accomplissement de ses promesses.
4.3 Capacité
Il convient de rendre disponible les ressources nécessaires à la planification, à la conception, au
développement, à la mise en œuvre, à l'entretien et à l'amélioration du code et de les gérer de manière
efficace et efficiente.
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ISO 10001:2018(F)
4.4 Transparence
Il convient qu'un code soit communiqué aux clients, au personnel et aux autres parties intéressées
pertinentes. Il convient de fournir à chaque client des informations adéquates sur le code et sa mise en
œuvre, telle qu'il s'applique à lui.
4.5 Accessibilité
Il convient qu'un code et les informations pertinentes correspondantes soient faciles à trouver et à
utiliser (voir Annexe D).
4.6 Réactivité
Il convient que l’organisme prenne en compte les besoins et attentes des clients ainsi que les attentes
des autres parties intéressées pertinentes dans son code (voir Annexe E).
4.7 Intégrité des informations
Il convie
...
NORMA ISO
INTERNACIONAL 10001
Segunda edición
Traducción oficial
2018-07
Official translation
Traduction officielle
Gestión de la calidad — Satisfacción
del cliente — Directrices para
los códigos de conducta de las
organizaciones
Quality management — Customer satisfaction — Guidelines for codes
of conduct for organizations
Management de la qualité — Satisfaction du client — Lignes
directrices relatives aux codes de conduite des organismes
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Grupo de Trabajo Spanish
Translation Task Force (STTF), que ha certificado la conformidad en
relación con las versiones inglesa y francesa.
Número de referencia
ISO 10001:2018 (traducción oficial)
©
ISO 2018
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ISO 10001:2018 (traducción oficial)
DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2018
Reservados los derechos de reproducción. Salvo prescripción diferente, o requerido en el contexto de su implementación, no podrá
reproducirse ni utilizarse ninguna parte de esta publicación bajo ninguna forma y por ningún medio, electrónico o mecánico,
incluidos el fotocopiado, o la publicación en Internet o una Intranet, sin la autorización previa por escrito. La autorización puede
solicitarse a ISO en la siguiente dirección o al organismo miembro de ISO en el país solicitante.
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Email: copyright@iso.org
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Publicada en Suiza
Versión española publicada en 2019
Traducción oficial/Official translation/Traduction officielle
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ISO 10001:2018 (traducción oficial)
Índice Página
Prólogo .v
Introducción .vii
1 Objeto y campo de aplicación. 1
2 Referencias normativas . 1
3 Términos y definiciones . 1
4 Principios de orientación . 3
4.1 Generalidades . 3
4.2 Compromiso . 3
4.3 Capacidad . 3
4.4 Transparencia . 4
4.5 Accesibilidad . 4
4.6 Receptividad . 4
4.7 Integridad de la información . 4
4.8 Rendición de cuentas . 4
4.9 Mejora . 4
4.10 Confidencialidad . 4
4.11 Enfoque centrado en el cliente . 4
4.12 Competencia . 4
4.13 Puntualidad . 4
5 Marco de referencia del código . 5
5.1 Contexto de la organización . 5
5.2 Establecimiento . 5
5.3 Integración . 5
6 Planificación, diseño y desarrollo . 6
6.1 Determinar los objetivos del código . 6
6.2 Recopilar y evaluar la información . 6
6.3 Obtener y evaluar las entradas provenientes de las partes interesadas pertinentes . 6
6.4 Preparar el código . 6
6.5 Preparar los indicadores de desempeño . 7
6.6 Preparar los procedimientos del código . 7
6.7 Preparar el plan de comunicación interna y externa . 7
6.8 Determinar los recursos necesarios . 7
7 Implementación . 7
8 Mantenimiento y mejora . 8
8.1 Recopilación de la información . 8
8.2 Evaluación del desempeño del código . 8
8.3 Evaluación de la satisfacción con el código . 8
8.4 Revisión del código y su marco de referencia . 9
8.5 Mejora continua . 9
Anexo A (informativo) Ejemplos simplificados de los componentes de los códigos
para diferentes organizaciones.10
Anexo B (informativo) Interrelación de este documento, ISO 10002, ISO 10003 e ISO 10004 .12
Anexo C (informativo) Orientación para las pequeñas empresas .14
Anexo D (informativo) Orientación sobre accesibilidad .15
Anexo E (informativo) Orientación sobre las entradas de las partes interesadas .16
Anexo F (informativo) Marco de referencia del código .17
Anexo G (informativo) Orientación para adoptar un código proporcionado por otra
organización .19
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ISO 10001:2018 (traducción oficial)
Anexo H (informativo) Orientación para la preparación del código .20
Anexo I (informativo) Orientación para la preparación de los planes de comunicación .21
Bibliografía .23
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ISO 10001:2018 (traducción oficial)
Prólogo
ISO (Organización Internacional de Normalización) es una federación mundial de organismos
nacionales de normalización (organismos miembros de ISO). El trabajo de elaboración de las Normas
Internacionales se lleva a cabo normalmente a través de los comités técnicos de ISO. Cada organismo
miembro interesado en una materia para la cual se haya establecido un comité técnico, tiene el derecho
de estar representado en dicho comité. Las organizaciones internacionales, gubernamentales y no
gubernamentales, vinculadas con ISO, también participan en el trabajo. ISO colabora estrechamente
con la Comisión Electrotécnica Internacional (IEC) en todos los temas de normalización electrotécnica.
En la Parte 1 de las Directivas ISO/IEC se describen los procedimientos utilizados para desarrollar este
documento y aquellos previstos para su mantenimiento posterior. En particular debería tomarse nota
de los diferentes criterios de aprobación necesarios para los distintos tipos de documentos ISO. Este
documento ha sido redactado de acuerdo con las reglas editoriales de la Parte 2 de las Directivas ISO/
IEC (véase www .iso .org/directives).
Se llama la atención sobre la posibilidad de que algunos de los elementos de este documento puedan
estar sujetos a derechos de patente. ISO no asume la responsabilidad por la identificación de alguno
o todos los derechos de patente. Los detalles sobre cualquier derecho de patente identificado durante
el desarrollo de este documento se indicarán en la Introducción y/o en la lista ISO de declaraciones de
patente recibidas (véase www .iso .org/patents).
Cualquier nombre comercial utilizado en este documento es información que se proporciona para
comodidad del usuario y no constituye una recomendación.
Para una explicación de la naturaleza voluntaria de las normas, el significado de los términos específicos
de ISO y las expresiones relacionadas con la evaluación de la conformidad, así como la información
acerca de la adhesión de ISO a los principios de la Organización Mundial del Comercio (OMC) respecto a
los Obstáculos Técnicos al Comercio (OTC), véase www .iso .org/iso/foreword .html.
Este documento ha sido elaborado por el Comité Técnico ISO/TC 176, Gestión y aseguramiento de la
calidad, Subcomité SC 3, Técnicas de apoyo.
Esta segunda edición anula y sustituye a la primera edición (ISO 10001:2007) que ha sido revisada
técnicamente.
Los mayores cambios comparados con la edición previa son los siguientes:
— Alineamiento con ISO 9000:2015;
— Alineamiento con ISO 9001:2015;
— Alineamiento mejorado con ISO 10002, ISO 10003 e ISO 10004.
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ISO 10001:2018 (traducción oficial)
Prólogo de la versión en español
Este documento ha sido traducido por el Grupo de Trabajo Spanish Translation Task Force (STTF) del
Comité Técnico ISO/TC 176, Gestión y aseguramiento de la calidad, en el que participan representantes
de los organismos nacionales de normalización y representantes del sector empresarial de los
siguientes países:
Argentina, Brasil, Bolivia, Chile, Colombia, Costa Rica, Cuba, Ecuador, El Salvador, España, México,
Panamá, Perú y Uruguay.
Igualmente, en el citado Grupo de Trabajo participan representantes de COPANT (Comisión
Panamericana de Normas Técnicas) y de INLAC (Instituto Latinoamericano de Aseguramiento de la
calidad).
Esta traducción es parte del resultado del trabajo que el Grupo ISO/TC 176/STTF viene desarrollando
desde su creación en el año 1999 para lograr la unificación de la terminología en lengua española en el
ámbito de la gestión de la calidad.
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ISO 10001:2018 (traducción oficial)
Introducción
0.1 Generalidades
Mantener un nivel elevado de satisfacción del cliente es un desafío significativo para muchas
organizaciones. Una manera de afrontar este desafío es desarrollar y utilizar un código de conducta
para la satisfacción del cliente. Un código de conducta para la satisfacción del cliente consta de promesas
y disposiciones relacionadas que tratan asuntos tales como la entrega de productos y servicios, la
devolución de los productos, el tratamiento de la información personal de los clientes, la publicidad y
las disposiciones relativas a los atributos particulares de un producto o servicio o su desempeño (véase
el Anexo A para ejemplos). Un código de conducta para la satisfacción del cliente puede ser parte de un
enfoque eficaz para la gestión de las quejas. Esto implica:
a) la prevención de quejas, al utilizar un código de conducta apropiado para la satisfacción del cliente;
b) el tratamiento interno de quejas, por ejemplo, cuando se reciben manifestaciones de insatisfacción;
c) la resolución de conflictos de forma externa, para aquellas situaciones en las que las quejas no
pueden tratarse satisfactoriamente de forma interna.
Este documento proporciona orientación para ayudar a una organización a determinar que las
disposiciones de su código para la satisfacción del cliente cumplen las necesidades y expectativas del
cliente, y que el código para la satisfacción del cliente es exacto y no induce a error. Su utilización puede:
— fomentar las prácticas de comercio justo y la confianza del cliente en la organización;
— mejorar el entendimiento del cliente sobre qué esperar de la organización en términos de sus
productos y servicios y las relaciones con los clientes, reduciendo así la probabilidad de malentendidos
y quejas;
— disminuir potencialmente la necesidad de nueva reglamentación que rija la conducta de la
organización respecto a sus clientes.
Este documento se enfoca en la satisfacción de personas u organizaciones que podrían hacer o recibir
un producto o un servicio de organizaciones públicas o privadas.
0.2 Relación con las Normas ISO 9001 e ISO 9004
Este documento es compatible con las Normas ISO 9001 e ISO 9004 y apoya los objetivos de estas dos
normas a través de la aplicación eficaz y eficiente de un proceso para desarrollar e implementar un
código de conducta relacionado con la satisfacción del cliente. Este documento se puede utilizar también
independientemente de las Normas ISO 9001 e ISO 9004.
La Norma ISO 9001 especifica los requisitos de un sistema de gestión de la calidad. Un código de
conducta para la satisfacción del cliente implementado de acuerdo con este documento (ISO 10001)
puede ser utilizado como un elemento de un sistema de gestión de la calidad.
La Norma ISO 9004 proporciona orientación para lograr el éxito sostenido de una organización. El uso
de este documento (ISO 10001) puede mejorar aún más el desempeño con respecto a los códigos de
conducta, así como aumentar la satisfacción de los clientes y de otras partes interesadas relevantes
para facilitar el logro del éxito sostenido. Puede también facilitar la mejora continua de la calidad de
los productos, servicios y procesos basándose en la retroalimentación de los clientes y de otras partes
interesadas relevantes.
NOTA Además de los clientes, otras partes interesadas relevantes pueden incluir proveedores, asociaciones
industriales y sus miembros, organizaciones de consumidores, agencias gubernamentales pertinentes,
personal, propietarios y otros que estén afectados por el código de conducta para la satisfacción del cliente de la
organización.
0.3 Relación con las Normas ISO 10002, ISO 10003 e ISO 10004
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ISO 10001:2018 (traducción oficial)
Este documento es compatible con las Normas ISO 10002, ISO 10003 e ISO 10004. Estos cuatro
documentos se pueden utilizar ya sea de manera independiente o en conjunto. Cuando se emplean en
conjunto este documento, la Norma ISO 10002, la Norma ISO 10003 y la Norma ISO 10004, pueden ser
parte de un marco integrado y mayor para aumentar la satisfacción del cliente a través de los códigos
de conducta, el tratamiento de quejas, la resolución de conflictos y el seguimiento y medición de la
satisfacción del cliente (véase el Anexo B).
La Norma ISO 10002 orienta sobre el tratamiento interno de las quejas relacionadas con el producto y
los servicios. Al cumplir las promesas proporcionadas en un código de conducta para la satisfacción del
cliente, las organizaciones disminuyen la posibilidad de que surjan problemas, al ser potencialmente
menos confusas con respecto a las expectativas del cliente que tienen que ver con la organización y sus
productos y servicios.
La Norma ISO 10003 orienta sobre la resolución de conflictos con respecto a las quejas relacionadas
con el producto y el servicio que no se pueden resolver internamente de forma satisfactoria en
las organizaciones. Cuando los conflictos aparecen, la existencia de un código de conducta para la
satisfacción del cliente puede ayudar a las partes a comprender las expectativas del cliente y los intentos
de la organización para cumplir esas expectativas.
La Norma ISO 10004 orienta sobre el establecimiento de procesos efectivos para el seguimiento y la
medición de la satisfacción de los clientes. Su enfoque está en los clientes externos de la organización.
Los lineamientos de ISO 10004 pueden respaldar el establecimiento y la implementación de los códigos
de conducta para satisfacción de los clientes. Por ejemplo, los procesos descritos en ISO 10004 pueden
ayudar a la organización a realizar el seguimiento y la medición de la satisfacción del cliente con los
códigos (ver 8.3). Igualmente, los códigos de conducta para satisfacción de los clientes pueden ayudar a
la organización para definir e implementar procesos para el seguimiento y medición de la satisfacción
del cliente. Por ejemplo, una organización puede establecer un código de conducta con respecto a la
confidencialidad de la información del cliente en el seguimiento y medición de la satisfacción del cliente
(ver ISO 10004:2018, 7.3.4).
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NORMA INTERNACIONAL ISO 10001:2018 (traducción oficial)
Gestión de la calidad — Satisfacción del cliente
— Directrices para los códigos de conducta de las
organizaciones
1 Objeto y campo de aplicación
Este documento proporciona directrices para la planificación, el diseño, el desarrollo, la implementación,
el mantenimiento y la mejora de los códigos de conducta para la satisfacción del cliente.
Este documento se aplica a los códigos relativos a productos y servicios que contengan promesas
hechas a los clientes por una organización con respecto a su comportamiento. Dichas promesas y
las disposiciones relacionadas tienen el objetivo de mejorar la satisfacción del cliente. El Anexo A
proporciona ejemplos simplificados de los componentes de los códigos para diferentes organizaciones.
NOTA A lo largo de este documento, los términos "producto" o “servicio” se refieren a las salidas de una
organización que son destinadas para, o requeridos por un cliente.
Este documento está previsto para utilizarse en cualquier organización independientemente de su tipo
o tamaño, o del producto o servicio que proporcione, incluyendo las organizaciones que diseñan códigos
de conducta para la satisfacción del cliente para su utilización por otras organizaciones. El Anexo C
proporciona orientación específica para las pequeñas empresas.
Este documento está dirigido a códigos de conducta para la satisfacción del cliente con respecto a
clientes individuales que compran o utilizan objetos, bienes o servicios para propósitos personales o
domésticos, aunque es aplicable a todos los códigos de conducta para la satisfacción del cliente.
Este documento no describe el contenido esencial del código de conducta de satisfacción del cliente,
tampoco considera otros tipos de códigos de conducta, tales como los relacionados con la interacción
entre una organización y su personal, o entre una organización y sus proveedores.
2 Referencias normativas
En el texto se hace referencia a los siguientes documentos de manera que parte o la totalidad de su
contenido constituyen requisitos de este documento. Para las referencias con fecha, solo se aplica la
edición citada. Para las referencias sin fecha se aplica la última edición (incluida cualquier modificación
de esta).
ISO 9000:2015, Sistemas de gestión de la calidad — Fundamentos y vocabulario
3 Términos y definiciones
Para los fines de este documento, se aplican los términos y definiciones incluidos en la Norma ISO 9000
además de los siguientes.
ISO e IEC mantienen bases de datos terminológicas para su utilización en normalización en las siguientes
direcciones:
— Plataforma de búsqueda en línea de ISO: disponible en http: //www .iso .org/obp
— Electropedia de IEC: disponible en http: //www .electropedia .org/
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ISO 10001:2018 (traducción oficial)
3.1
código de conducta para la satisfacción del cliente
código
promesas, hechas a los clientes (3.4) por una organización (3.9) relacionadas con su comportamiento,
orientadas a aumentar la satisfacción del cliente (3.5) y las disposiciones relacionadas
Nota 1 a la entrada: Las disposiciones relacionadas pueden incluir objetivos, condiciones, limitaciones,
información del contrato y procedimientos de tratamiento de quejas.
Nota 2 a la entrada: En adelante, en este documento, el término “código” se utilizará en lugar de "código de
conducta para la satisfacción del cliente".
[FUENTE: ISO 9000:2015, 3.9.5, modificada — el término “código” se ha agregado como un término
admitido y se ha sustituido la Nota 2 a la entrada]
3.2
reclamante
persona, organización (3.9), o su representante, que expresa una queja (3.3)
3.3
queja
expresión de insatisfacción hecha a una organización (3.9), relativa a su
producto o servicio, o al propio proceso de tratamiento de quejas, donde explícita o implícitamente se
espera una respuesta o resolución
Nota 1 a la entrada: Las quejas se pueden hacer en relación a otros procesos donde la organización interactúa con
el cliente (3.4).
Nota 2 a la entrada: Las quejas se pueden hacer directamente o indirectamente a la organización.
[FUENTE: ISO 9000:2015, 3.9.3 modificada — se han agregado las Notas 1 y 2 a la entrada]
3.4
cliente
persona u organización (3.9) que podría recibir o que recibe un producto o un servicio destinado a esa
persona u organización o requerido por ella
EJEMPLO Consumidor, cliente, usuario final, minorista, receptor de un producto o servicio de un proceso
interno, beneficiario y comprador.
Nota 1 a la entrada: Un cliente puede ser interno o externo a la organización.
[FUENTE: ISO 9000:2015, 3.2.4]
3.5
satisfacción del cliente
percepción del cliente (3.4) sobre el grado en que se han cumplido las expectativas de los clientes
Nota 1 a la entrada: Puede que la expectativa del cliente no sea conocida por la organización (3.9), o incluso por el
propio cliente hasta que el producto o servicio se entregue. Para alcanzar una alta satisfacción del cliente puede
ser necesario cumplir una expectativa de un cliente incluso si no está declarada, ni está generalmente implícita,
ni es obligatoria.
Nota 2 a la entrada: Las quejas (3.3) son un indicador habitual de una baja satisfacción del cliente, pero la ausencia
de las mismas no implica necesariamente una elevada satisfacción del cliente.
Nota 3 a la entrada: Incluso cuando los requisitos del cliente se han acordado con el cliente y éstos se han
cumplido, esto no asegura necesariamente una elevada satisfacción del cliente.
[FUENTE: ISO 9000:2015, 3.9.2]
Traducción oficial/Official translation/Traduction officielle
2 © ISO 2018 – Todos los derechos reservados
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ISO 10001:2018 (traducción oficial)
3.6
servicio al cliente
interacción de la organización (3.9) con el cliente (3.4) a lo largo del ciclo de vida de un producto o un
servicio
[FUENTE: ISO 9000:2015, 3.9.4]
3.7
retroalimentación
opiniones, comentarios y muestras de interés por un producto, un servicio o
un proceso de tratamiento de quejas
Nota 1 a la entrada: La retroalimentación puede ser dada en relación a otros procesos donde la organización (3.9)
interactúa con el cliente (3.4).
[FUENTE: ISO 9000:2015, 3.9.1, modificada – se ha agregado la Nota 1 a la entrada]
3.8
parte interesada
persona u organización (3.9) que puede afectar, verse afectada o percibirse como afectada por una
decisión o actividad
EJEMPLO Clientes (3.4), propietarios, personas de una organización, proveedores, banca, legisladores,
sindicatos, socios o sociedad en general que puede incluir competidores o grupos de presión con intereses
opuestos.
[FUENTE: ISO 9000:2015, 3.2.3, modificada — ha sido eliminada la Nota 1 a la entrada]
3.9
organización
Persona o grupo de personas que tiene sus propias funciones con responsabilidades, autoridades y
relaciones para lograr sus objetivos
Nota 1 a la entrada: El concepto de organización incluye, entre otros, un trabajador independiente, compañía,
corporación, firma, empresa, autoridad, sociedad, asociación, organización benéfica o institución, o una parte o
combinación de éstas, ya estén constituidas o no, públicas o privadas.
[FUENTE: ISO 9000:2015, 3.2.1, modificada — se ha eliminado la Nota 2 a la entrada]
4 Principios de orientación
4.1 Generalidades
La planificación, el diseño, el desarrollo, la implementación, el mantenimiento y la mejora eficaz y
eficiente de un código se basa en la adhesión a los principios de orientación dirigidos al cliente, que se
exponen en los apartados 4.2 a 4.13.
4.2 Compromiso
La organización se debería comprometer activamente con la adopción, la integración y la difusión de un
código y con el cumplimiento de sus promesas.
4.3 Capacidad
Se debería disponer de suficientes recurso
...
SLOVENSKI STANDARD
oSIST ISO/DIS 10001:2017
01-september-2017
Vodenje kakovosti - Zadovoljstvo odjemalcev - Smernice za kodeks ravnanja
organizacij
Quality management - Customer satisfaction - Guidelines for codes of conduct for
organizations
Management de la qualité - Satisfaction du client - Lignes directrices relatives aux codes
de conduite des organismes
Ta slovenski standard je istoveten z: ISO/DIS 10001
ICS:
03.100.70 Sistemi vodenja Management systems
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 10001:2017 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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oSIST ISO/DIS 10001:2017
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oSIST ISO/DIS 10001:2017
DRAFT INTERNATIONAL STANDARD
ISO/DIS 10001
ISO/TC 176/SC 3 Secretariat: NEN
Voting begins on: Voting terminates on:
2017-06-02 2017-08-24
Quality management — Customer satisfaction —
Guidelines for codes of conduct for organizations
Management de la qualité — Satisfaction du client — Lignes directrices relatives aux codes de conduite des
organismes
ICS: 03.120.10
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 10001:2017(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2017
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oSIST ISO/DIS 10001:2017
ISO/DIS 10001:2017(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
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ii © ISO 2017 – All rights reserved
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oSIST ISO/DIS 10001:2017
ISO/DIS 10001:2017(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 3
4.1 General . 3
4.2 Commitment . 3
4.3 Capacity . 3
4.4 Transparency . 4
4.5 Accessibility . 4
4.6 Responsiveness . 4
4.7 Information Integrety . 4
4.8 Accountability . 4
4.9 Improvement . 4
4.10 Confidentiality . 4
4.11 Customer-focused approach . 4
4.12 Comptence . 4
4.13 Timeliness . 4
5 Code framework . 5
5.1 Context of the organization . 5
5.2 Establishment . 5
5.3 Integration . 5
6 Planning, design and development . 6
6.1 Determine code objectives . 6
6.2 Gather and assess information . . 6
6.3 Obtain and assess input from relevant interested parties . 6
6.4 Prepare code . 6
6.5 Prepare performance indicators . 7
6.6 Prepare code procedures . 7
6.7 Prepare internal and external communication plan . 7
6.8 Determine resources needed . 7
7 Implementation . 7
8 Maintenance and improvement . 8
8.1 Collection of information . 8
8.2 Evaluation of code performance . 8
8.3 Satisfaction with the code . 8
8.4 Review of the code and code framework . 8
8.5 Continual improvement . 9
Annex A (informative) Simplified examples of components of codes for different organizations .10
Annex B (informative) Inter-relationship of ISO 10001, ISO 10002, ISO 10003 and ISO 10004 .11
Annex C (informative) Guidance for small businesses.13
Annex D (normative) Guidance on accessibility .14
Annex E (normative) Guidance on input from interested parties .15
Annex F (informative) Code framework .16
Annex G (informative) Guidance on adopting a code provided by another organization .17
Annex H (normative) Guidande on preparing the code.18
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ISO/DIS 10001:2017(E)
Annex I (normative) Guidance on preparing communication plans .19
Bibliography .21
iv © ISO 2017 – All rights reserved
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oSIST ISO/DIS 10001:2017
ISO/DIS 10001:2017(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment,
as well as information about ISO’s adherence to the World Trade Organization (WTO) principles in the
Technical Barriers to Trade (TBT) see the following URL: www . i so .org/ iso/ foreword .html.
The committee responsible for this document is ISO/TC 176, Quality management and quality assurance,
Subcommittee SC 3, Supporting technologies.
This third edition cancels and replaces the second edition (ISO 10001:2007). This edition has sought to
improve the alignment of ISO 10001 with ISO 9001:2015.
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ISO/DIS 10001:2017(E)
Introduction
0.1 General
Maintaining a high level of customer satisfaction is a significant challenge for many organizations.
One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A
customer satisfaction code of conduct consists of promises and related provisions that address issues
such as product and service delivery, product returns, handling of personal information of customers,
advertising and stipulations concerning particular product and service attributes or performance (see
Annex A for examples). A customer satisfaction code of conduct can be part of an effective approach to
complaints management. This involves:
a) complaints prevention, by making use of an appropriate customer satisfaction code of conduct;
b) internal complaints handling, for instances when expressions of dissatisfaction are received;
c) external dispute resolution, for situations in which complaints cannot be satisfactorily dealt with
internally.
This International Standard provides guidance to assist an organization in determining that its
customer satisfaction code provisions meet customer needs and expectations, and that the customer
satisfaction code is accurate and not misleading. Its use can:
— enhance fair trade practices and customer confidence in an organization;
— improve customer understanding of what to expect from an organization in terms of its products
and services and relations with customers, thereby reducing the likelihood of misunderstandings
and complaints;
— potentially decrease the need for new regulations governing an organization’s conduct towards its
customers.
The satisfaction of persons or organizations that could or do receive a product or a service from a public
or a private organization is the focus of this International Standard.
0.2 Relationship with ISO 9001 and ISO 9004
This International Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives
of these two standards through the effective and efficient application of a process to develop and
implement a code of conduct related to customer satisfaction. This International Standard can also be
used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system that can be used for internal
application by organizations, or for certification, or for contractual purposes. A customer satisfaction
code of conduct implemented in accordance with this International Standard (ISO 10001) can be an
element of a quality management system.
ISO 9004 provides guidance on managing for the sustained success of an organization. The use of this
International Standard (ISO 10001) can further enhance performance regarding codes of conduct,
as well as increase the satisfaction of customers and other relevant interested parties to facilitate
the achievement of sustained success. It can also facilitate the continual improvement of the quality
of products, services and processes based on feedback from customers and other relevant interested
parties.
NOTE Apart from customers, other relevant interested parties can include suppliers, industry associations
and their members, consumer organizations, relevant government agencies, personnel, owners and others who
are affected by an organization’s customer satisfaction code of conduct.
0.3 Relationship with ISO 10002, ISO 10003 and ISO 10004
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This International Standard is compatible with ISO 10002, ISO 10003 and ISO 10004. These four
International Standards can be used either independently or in conjunction with each other. When used
together, this International Standard, ISO 10002, ISO 10003, and ISO 10004 can be part of a broader
and integrated framework for enhanced customer satisfaction through codes of conduct, complaints
handling, dispute resolution and monitoring and measurement of customer satisfaction (see Annex B).
ISO 10002 contains guidance on the internal handling of product- and service-related complaints.
By fulfilling the promises given in a customer satisfaction code of conduct, organizations decrease
the likelihood of problems arising because there is less potential for confusion regarding customer
expectations concerning the organization and its products and services.
ISO 10003 contains guidance on the resolution of disputes regarding product- and service-related
complaints that could not be satisfactorily resolved internally. When disputes do arise, the existence of
a customer satisfaction code of conduct can assist the parties in understanding customer expectations
and the organization’s attempts to meet those expectations.
ISO 10004 contains guidance on establishing effective processes for monitoring and measuring
customer satisfaction. Its focus is on customers external to the organization. Guidelines given in
ISO 10004 can support the establishment and implementation of customer satisfaction codes of conduct.
For example, the processes described in ISO 10004 can assist the organization to monitor and measure
customer satisfaction with the codes (see 8.3). Likewise, customer satisfaction codes of conduct
can assist the organization in defining and implementing processes for monitoring and measuring
customer satisfaction. For example, an organization can establish a code of conduct with respect to
the confidentiality of customer information in monitoring and measuring customer satisfaction (see
ISO 10004, 7.3.4).
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DRAFT INTERNATIONAL STANDARD ISO/DIS 10001:2017(E)
Quality management — Customer satisfaction —
Guidelines for codes of conduct for organizations
1 Scope
This International Standard provides guidance for planning, designing, developing, implementing,
maintaining and improving customer satisfaction codes of conduct. This International Standard
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 1 Throughout this International Standard, the terms “product” and “service” refer to the outputs of an
organization that are intended for, or required by, a customer.
This International Standard 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 International Standard 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.
This International Standard is not intended for certification or for contractual purposes, and it
is not intended to change any rights or obligations provided by applicable statutory and regulatory
requirements.
NOTE 2 While this International Standard is not intended for contractual purposes, customer satisfaction
codes of conduct promises can be included in an organization’s contracts.
NOTE 3 This International Standard 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.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO 9000, Quality management systems — Fundamentals and vocabulary
3 Terms and definitions
1)
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
1) All terms and definitions of ISO standards can be previewed on the Online Browsing Platform (OBP), https://
www .iso .org/ obp/ ui/ #search.
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3.1
customer satisfaction code of conduct
code
promises, made to customers (3.4) by an organization (3.9) concerning its behaviour, that are aimed at
enhanced customer satisfaction (3.5) and related provisions
Note 1 to entry: related provisions can include objectives, conditions, limitations, contact information, and
complaints handling procedures.
[SOURCE: ISO 9000:2015, 3.9.5, modified — Note 2 to entry has been deleted]
Note 2 to entry: “hereafter in this International Standard, the term “code” is used in place of “customer
satisfaction code of conduct”.
3.2
complainant
person, organization (3.9) or their representative, making a complaint (3.3)
3.3
complaint
expression of dissatisfaction made to an organization (3.9), related to its
product or service, or the complaints-handling process itself, where a response or resolution is explicitly
or implicitly expected
[SOURCE: ISO 9000:2015, definition 3.9.3]
Note 1 to entry: Complaints can be made in relation to other processes where the organization interacts with the
customer.
Note 2 to entry: Complaints can be made directly or indirectly to the organization.
3.4
person or organization (3.9) that could or does receive a product or a service that is intended for or
required by this person or organization
EXAMPLE Consumer, client, end-user, retailer, receiver of product or service from an internal process,
beneficiary and purchaser.
Note 1 to entry: A customer can be internal or external to the organization.
[SOURCE: ISO 9000:2015, definition 3.2.4]
3.5
customer satisfaction
customer’s (3.4) perception of the degree to which the customer’s expectations have been fulfilled
Note 1 to entry: It can be that the customer’s expectation is not known to the organization, or even to the
customer in question, until the product or service is delivered. It can be necessary for achieving high customer
satisfaction to fulfil an expectation of a customer even if it is neither stated nor generally implied or obligatory.
Note 2 to entry: Complaints are a common indicator of low customer satisfaction but their absence does not
necessarily imply high customer satisfaction.
Note 3 to entry: Even when customer requirements have been agreed with the customer and fulfilled, this does
not necessarily ensure high customer satisfaction.
[SOURCE: ISO 9000:2015, definition 3.9.2]
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3.6
customer service
interaction of the organization (3.9) with the customer (3.4) throughout the life cycle of a product or
a service
[SOURCE: ISO 9000:2015, definition 3.9.4]
3.7
feedback
opinions, comments and expressions of interest in a product, a service or a
complaints-handling process
Note 1 to entry: Feedback can be given in relation to other processes where the organization interacts with the
customer.
[SOURCE: ISO 9000:2015, definition 3.9.1]
3.8
interested party
stakeholder
person or organization (3.9) that can affect, be affected by, or perceive itself to be affected by a decision
or activity
EXAMPLE Customers, owners, people in an organization, providers, bankers, regulators, unions, partners or
society that can include competitors or opposing pressure groups.
[SOURCE: ISO 9000:2015, 3.2.3, modified — Note 1 to entry has been deleted]
3.9
organization
person or group of people that has its own functions with responsibilities, authorities and relationships
to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution, or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1, modified — Note 2 to entry has been deleted]
4 Guiding principles
4.1 General
Effective and efficient planning, design, development, implementation, maintenance and improvement
of a code is based on adherence to the customer-focused guiding principles set out in 4.2 to 4.13.
4.2 Commitment
An organization should be actively committed to the adoption, integration and dissemination of a code
and the fulfilment of its promises.
4.3 Capacity
Sufficient resources should be made available for code planning, design, development, implementation,
maintenance and improvement, and for managing them effectively and efficiently.
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4.4 Transparency
A code should be communicated to customers, personnel and other relevant interested parties
and individual customers should be provided with adequate information about the code and its
implementation, as applied to them.
4.5 Accessibility
A code and relevant information about it should be easy to find and use (see Annex D).
4.6 Responsiveness
An organization should address the needs and expectations of customers and the expectations of other
relevant interested parties in its code (see Annex E).
4.7 Information Integrety
An organization should ensure that its code, and information about its code, are accurate, not
misleading, verifiable and in compliance with applicable statutory and regulatory requirements, and
that data collected are relevant, correct, complete, meaningful and useful.
4.8 Accountability
The organization should establish and maintain accountability for, and reporting on, the decisions and
actions with respect to its code.
4.9 Improvement
Increased effectiveness and efficiency of the code and its use should be a permanent objective of the
organization.
4.10 Confidentiality
Personally identifiable information used in relation to the code should be kept confidential and
protected, unless disclosure is required by law, or consent for disclosure is obtained from the person
concerned.
4.11 Customer-focused approach
The organization should adopt a customer-focused approach with respect to the code and should be
open to feedback.
4.12 Comptence
Organization personnel should have the personal attributes, skills, training and experience necessary
to develop and apply the code.
4.13 Timeliness
Code development and implementation should be undertaken as expeditiously as feasible given the
nature
...
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