Description
This standard provides guidance for planning, designing, developing, implementing, maintain and improving customer satisfaction codes of conduct.
TABLE OF CONTENTS
| Contents | Page |
| Introduction | vi |
| 0.1 General | vi |
| 0.2 Relationship with ISO 9001 and ISO 9004 | vi |
| 0.3 Relationship with ISO 10002 and ISO 10003 | vii |
| 0.4 Statements regarding conformity | vii |
| 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 Visibility | 3 |
| 4.5 Accessibility | 3 |
| 4.6 Responsiveness | 3 |
| 4.7 Accuracy | 3 |
| 4.8 Accountability | 3 |
| 4.9 Continual improvement | 3 |
| 5 Code framework | 3 |
| 5.1 Establishment | 3 |
| 5.2 Integration | 4 |
| 6 Planning, design and development | 4 |
| 6.1 Determine code objectives | 4 |
| 6.2 Gather and assess information | 4 |
| 6.3 Obtain and assess input from relevant interested parties | 4 |
| 6.4 Prepare code | 4 |
| 6.5 Prepare performance indicators | 5 |
| 6.6 Prepare code procedures | 5 |
| 6.7 Prepare internal and external communication plan | 5 |
| 6.8 Determine resources needed | 5 |
| 7 Implementation | 5 |
| 8 Maintenance and improvement | 6 |
| 8.1 Collection of information | 6 |
| 8.2 Evaluation of code performance | 6 |
| 8.3 Satisfaction with the code | 6 |
| 8.4 Review of the code and code framework | 6 |
| 8.5 Continual improvement | 7 |
| Annex A (informative) Simplified examples of components of codes for different organizations | 8 |
| Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003 | 10 |
| Annex C (informative) Guidance for small businesses | 11 |
| Annex D (normative) Guidance on accessibility | 12 |
| Annex E (normative) Guidance on input from interested parties | 13 |
| Annex F (informative) Code framework | 14 |
| Annex G (informative) Guidance on adopting a code provided by another organization | 15 |
| Annex H (normative) Guidance on preparing the code | 16 |
| Annex I (normative) Guidance on preparing communication plans | 17 |
| Bibliography | 18 |