ISO 10003:2018 pdf download

ISO 10003:2018 pdf download.Quality management Customer satisfaction Guidelines for dispute resolution external to organizations.
ISO 10003 provides guidance for organizations to plan, design, develop, operate, maintain and improve effective and efficient external dispute resolution for product- and service-related complaints. Dispute resolution gives an avenue of redress when organizations do not remedy a complaint internally. Most complaints can be resolved successfully within the organization, without the need for further time-consuming and more adversarial procedures.
NOTE 1 Organizations are encouraged to develop an effective and efficient internal complaints-handling process consistent with ISO 10002.
There are different methods for resolving disputes and different terms used to describe them. These methods are facilitative, advisory or determinative (see Annex A). Each method can be used by itself or the methods can be used in sequence.
ISO 10003 can be used to:
a) design a dispute-resolution process and decide when to offer dispute resolution to complainants;
b) select a dispute-resolution provider (hereinafter referred to as “provider”; see 19) that is able to meet an organization’s specific needs and expectations.
0.2 Relationship with Iso 9001 and ISO 9004
ISO 10003 is compatible with Iso 9001 and ISO 9004 and supports the objectives of these two standards through the effective and efficient application of a dispute-resolution process. ISO 10003 can also be used independently of ISO 9001 and ISO 9004.
ISO 9001 specifies requirements for a quality management system. The dispute-resolution process described in this document (ISO 10003) can be used as an element of a quality management system.
ISO 9004 provides guidance to achieve sustained success of an organization. The use of this document (ISO 10003) can further enhance performance in resolving disputes with complainants and increase the satisfaction of customers, complainants and other relevant interested parties to facilitate the achievement of sustained success. It can also facilitate the continual improvement of the quality of products, services and processes based on feedback from customers, complainants and other relevant interested parties.
NOTE Apart from customers and complainants, other relevant interested parties can include suppliers, industry associations and their members, consumer organizations, relevant government agencies, personnel, owners and others who are affected by the dispute-resolution process.
0.3 Relationship with 150 10001, ISO 10002 and 150 10004
— the organization determines and allocates the resources needed for an effective, fair, lawful and efficient dispute-resolution process, including appropriate training;
— the dispute-resolution process is promoted and communicated to all appropriate personnel in the organization, and to customers and complainants (see 42, 4.13, and Annexes D and I);
— responsibility and authority for dispute resolution are clearly defined throughout the organization;
— notification is given rapidly and effectively of any significant complaints about the dispute-resolution process, the organization’s representatives in the dispute-resolution process, the provider or any outcome.
7.1 General
The organization should apply its procedures for dispute resolution in a fair, efficient and effective manner. Where necessary, the provider and organization should adjust their operational procedures to ensure coordination with respect to dispute initiation, dispute tracking, dispute acknowledgement, initial dispute assessment, dispute resolution (including procedures for gathering relevant evidence), implementation of the resolution and follow-up. A flowchart showing the various steps of dispute resolution is provided in Annex M.
7.2 Complaint referral
The organization should apply the procedure for referring unresolved complaints to the provider. The organization can refer complaints that have been handled and not resolved internally by the organization. Referrals can also be made in situations where complainants inform the organization that they want their complaint to be handled initially by the provider rather than by the organization, and the organization’s dispute-resolution policy allows such referrals. The organization should evaluate the complaint against the criteria specified by the organization in its agreement with the provider or in a customer contract. It should refer the complaint to the provider if the complaint meets the criteria. If not, the organization should close the complaint using appropriate closing procedures. The organization.ISO-10003-2018

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