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BS ISO 10004:2018 – TC:2020 Edition

BS ISO 10004:2018 – TC:2020 Edition

$246.62

Tracked Changes. Quality management. Customer satisfaction. Guidelines for monitoring and measuring

Published By Publication Date Number of Pages
BSI 2020 101
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PDF Catalog

PDF Pages PDF Title
57 National foreword
62 Foreword
63 Introduction
66 1 Scope
2 Normative references
3 Terms and definitions
68 4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
4.3.1 Commitment
4.3.2 Capacity
4.3.3 Transparency
4.3.4 Accessibility
4.3.5 Responsiveness
69 4.3.6 Information integrity
4.3.7 Accountability
4.3.8 Improvement
4.3.9 Confidentiality
4.3.10 Customer-focused approach
4.3.11 Competence
4.3.12 Timeliness
4.3.13 Comprehension
4.3.14 Continuity
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization
70 5.2 Establishment
6 Planning, design and development
6.1 Defining the purpose and objectives
71 6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources
72 7 Operation
7.1 General
7.2 Identifying customer expectations
7.2.1 Identifying customers
7.2.2 Determining customer expectations
73 7.3 Gathering customer satisfaction data
7.3.1 Identifying and selecting characteristics related to customer satisfaction
7.3.2 Indirect indicators of customer satisfaction
74 7.3.3 Direct measures of customer satisfaction
75 7.3.4 Collecting customer satisfaction data
76 7.4 Analysing customer satisfaction data
7.4.1 General
7.4.2 Preparing the data for analysis
7.4.3 Determining the method of analysis
7.4.4 Conducting the analysis
77 7.4.5 Validating the analysis
7.4.6 Reporting results and recommendations
7.5 Communicating customer satisfaction information
78 7.6 Monitoring customer satisfaction
7.6.1 General
7.6.2 Examining the customers selected and the data gathered
7.6.3 Examining customer satisfaction information
7.6.4 Monitoring actions taken in response to customer satisfaction information
7.6.5 Assessing the effectiveness of actions taken
79 8 Maintenance and improvement
80 Annex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document
82 Annex B (informative) Conceptual model of customer satisfaction
84 Annex C (informative) Identification of customer expectations
87 Annex D (informative) Direct measurement of customer satisfaction
93 Annex E (informative) Analysis of customer satisfaction data
98 Annex F (informative) Using customer satisfaction information
100 Bibliography

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BS ISO 10004:2018 - TC
$246.62