BS ISO 10001-2008
质量管理.顾客满意度.组织管理的规范指南

Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations

BS ISO 10001-2008 发布历史

This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This International Standard is applicable to productrelated 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 term “product” encompasses services, software, hardware and processed materials. NOTE 2 In this International Standard, the term “product” applies only to the product intended for, or required by, a customer. This International Standard is intended for use by organizations regardless of type, size and product provided, 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 3 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 4 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.

BS ISO 10001-2008由英国标准学会 GB-BSI 发布于 2008-02-29，并于 2008-02-29 实施。

BS ISO 10001-2008 在中国标准分类中归属于: A00 标准化、质量管理，在国际标准分类中归属于: 03.120.10 质量管理和质量保证。

BS ISO 10001-2008的历代版本如下：

• 2008年02月29日 BS ISO 10001-2008 质量管理.顾客满意度.组织管理的规范指南
• 2018年07月20日 BS ISO 10001-2018

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标准号

BS ISO 10001-2008

发布日期

2008年02月29日

实施日期

2008年02月29日

废止日期

无

中国标准分类号

A00

国际标准分类号

03.120.10

发布单位

GB-BSI

代替标准

BS ISO 10001-2018

被代替标准

06/30153125 DC-2006

适用范围

This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This International Standard is applicable to productrelated 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 term “product” encompasses services, software, hardware and processed materials. NOTE 2 In this International Standard, the term “product” applies only to the product intended for, or required by, a customer. This International Standard is intended for use by organizations regardless of type, size and product provided, 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 3 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 4 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.