Standard
AS/NZS ISO 10001:2012
[Withdrawn]Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations
Adopts ISO 10001:2007 to provide guidance on planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.
Published: 02/03/2012
Pages: 18
Table of contents
Cited references
Content history
Table of contents
Header
About this publication
Preface
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Visibility
4.5 Accessibility
4.6 Responsiveness
4.7 Accuracy
4.8 Accountability
4.9 Continual improvement
5 Code framework
5.1 Establishment
5.2 Integration
6 Planning, design and development
6.1 Determine code objectives
6.2 Gather and assess information
6.3 Obtain and assess input from relevant interested parties
6.4 Prepare code
6.5 Prepare performance indicators
6.6 Prepare code procedures
6.7 Prepare internal and external communication plan
6.8 Determine resources needed
7 Implementation
8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of code performance
8.3 Satisfaction with the code
8.4 Review of the code and code framework
8.5 Continual improvement
Annex A
Annex B
Annex C
Annex D
Annex E
Annex F
Annex G
Annex H
Annex I
I.1 General
I.2 Internal communication
I.3 External communication
Bibliography
Cited references in this standard
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