標準號：ISO 10001-2007
中文標準名稱：質量管理.顧客滿意度.組織管理的規范指南
英文標準名稱：Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
標準類型：A00
發布日期：1999/12/31 12:00:00
實施日期：1999/12/31 12:00:00
中國標準分類號：A00
國際標準分類號：03.120.10
適用范圍：This International Standard provides guidance for planning, designing, developing, implementing, maintainingand improving customer satisfaction codes of conduct. This International Standard is applicable to productrelatedcodes containing promises made to customers by an organization concerning its behaviour. Suchpromises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplifiedexamples of components of codes for different organizations.NOTE 1 Throughout this International Standard, the term “product” encompasses services, software, hardware andprocessed materials.NOTE 2 In this International Standard, the term “product” applies only to the product intended for, or required by, acustomer.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 ofconduct, nor does it address other types of codes of conduct, such as those that relate to the interactionbetween 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 tochange 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 ofconduct promises can be included in an organization’s contracts.NOTE 4 This International Standard is aimed at customer satisfaction codes of conduct concerning individualcustomers purchasing or using goods, property or services for personal or household purposes, although it is applicable toall customer satisfaction codes of conduct.