JIS Q 10001:2010

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

Published By	Publication Date	Number of Pages
JIS	2010-09-21	26

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Categories: 03.120.10 - Quality management and quality assurance, JIS

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Description

This Standard provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.

This Standard is applicable to product-related 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 Standard, the term "product" encompasses services, software, hardware and processed materials.

NOTE 2 In this Standard, the term "product" applies only to the product intended for, or required by, a customer.

This 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 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 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 Standard is not intended for contractual purposes, customer satisfaction codes of conduct promises can be included in an organizations contracts.

NOTE 4 This 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.

NOTE 5 The International Standard corresponding to this Standard and the symbol of degree of correspondence are as follows:

ISO 10001: 2007 Quality management—Customer satisfaction—Guidelines for codes of conduct for organizations (lDT)

The symbols which denote the degree of correspondence in the contents between the relevant International Standard and JIS are IDT (identical), MOD (modified), and NEQ (not equivalent) according to ISO/ lEC Guide 21-1.

Additional information

Published Code	JIS
Published By	Japanese Industrial Standards
Publication Date	2010-09-21
Pages Count	26
Language	English
File Size	972.8 KB
ICS Codes	03.120.10 - Quality management and quality assurance

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JIS Q 10001:2010

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