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What is ISO 10001?

ISO 10001 (2007) Quality Management – Customer Satisfaction Guidelines for Codes of Conduct for Organizations

iso 1000x
Relationship between the three

ISO 9001 Section 8.2.1 discusses customer satisfaction, and ISO has several standards to help support this important concept.

There are three standards for Quality Management Customer Satisfaction:

  • ISO 10001 (2007) Quality Management – Customer Satisfaction – Guidelines for Codes of Conduct for Organizations
  • ISO 10002 (2004) Quality Management – Customer Satisfaction – Guidelines for Complaints Handling in Organizations
  • ISO 10003 (2007) Quality Management Customer Satisfaction – Guidelines for Dispute Resolution External to Organizations
  • ISO 10004 (2010) Processes to monitor/measure customer satisfaction.

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. It applies to an organization’s promises to its customers regarding its behavior to improve customer satisfaction. It does not prescribe the substance of customer satisfaction codes of conduct.

ISO 10001:2007 can be used by any organizations no matter what type, size or product. The focus is on customers outside of the organization, not suppliers or its personnel…

  • Annex A provides examples of codes for different organizations.
  • Annex C gives guidance for small businesses.

ISO 10001:2007 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.

If you follow these guidelines, you may improve:

  • Customer confidence in an organization
  • Customer expectations of your products and customer relationship

You may be interested in ISO 26000:2010 – Social Responsiblity

ISO 9001 All in One Package

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