DIN ISO 10003:2008
Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2007); Text in German, English and French

Standard No.

DIN ISO 10003:2008

Release Date

2008

Published By

German Institute for Standardization

Status

Be replaced

Replace By

DIN ISO 10003 E:2017

Latest

DIN ISO 10003:2019-07

Scope

This Intemational Standard provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dis- pute-resolution process for complaints that have not been resolved by the organization. This International Stan- dard is applicable to: -- complaints relaling to the organi- zation's products intended for, or required by, customers, the com- plaints-handling process or dis- pute-resolution process; NOTE 1 Throughout this International Standard, the term "product" encompasses services, software, hardware and proc- essed materials. I resolution of disputes arising from domestic or cross-border busi- ness activities, including those a- rising from electronic commerce. This International Standard is intended for use by organizations regardless of type, size and product provided, and deals with -- guidance on determining when and how organizations can par- ticipate in dispute resolution, -- guidance on the selection of pro- viders and use of their services, -- top management involvement in, and commitment to, dispute reso- lution and deployment of ade- quate resources within the or- ganization, -- the essentials for fair, suitable, transparent and accessible dis- pute resolution, -- guidance on management of an organization's participation in dis- pute resolution, and -- monitoring, evaluating and im- proving the dispute-resolution process. NOTE2 This International Standard is particularly aimed at dispute resolution between an organization and -- individuals purchasing or using prod- ucts for personal or household pur- poses, or -- small businesses.

DIN ISO 10003:2008 Referenced Document

• ISO 9000:2005 Quality management systems - Fundamentals and vocabulary

DIN ISO 10003:2008 history

• 2019 DIN ISO 10003:2019-07 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2018)
• 2019 DIN ISO 10003:2019 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2018)
• 1970 DIN ISO 10003 E:2017-07 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations
• 2017 DIN ISO 10003 E:2017 Draft Document - Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO/DIS 10003:2017); Text in German and English
• 2008 DIN ISO 10003:2008 Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (ISO 10003:2007); Text in German, English and French