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BS ISO 10008:2022

BS ISO 10008:2022

$167.15

Quality management. Customer satisfaction. Guidance for business-to-consumer electronic commerce transactions

Published By Publication Date Number of Pages
BSI 2022 44
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PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
11 1 Scope
2 Normative references
3 Terms and definitions
12 4 Guiding principles
4.1 General
13 4.2 Commitment
4.3 Capacity
4.4 Competence
4.5 Suitability
4.6 Information integrity
4.7 Transparency
4.8 Choice
4.9 Accessibility
14 4.10 Responsiveness
4.11 Timeliness
4.12 Consent
4.13 Accountability
4.14 Legality
4.15 Privacy
4.16 Data protection
15 4.17 Safety
4.18 Sustainability
4.19 Integration
4.20 Customer-focused approach
4.21 Improvement
5 Business-to-consumer electronic commerce transaction system
5.1 Context of the organization
16 5.2 Framework
5.3 Objectives
17 5.4 Processes
5.4.1 General
18 5.4.2 Single-phase processes
5.4.3 Multi-phase processes
19 5.5 Resources
5.5.1 General
5.5.2 B2C ECT providers
5.5.3 Procedures
5.5.4 Internal and external communication plan
20 5.6 Connectivity
6 Single-phase processes
6.1 Pre-transaction phase
6.1.1 General
6.1.2 Content creation
6.1.3 Content delivery
22 6.1.4 Content governance
23 6.2 In-transaction phase
6.2.1 General
6.2.2 Initial selection support
24 6.2.3 Consumer identification
6.2.4 Final quote
25 6.2.5 Payment selection support
26 6.2.6 Payment authorization
6.2.7 Order confirmation
6.3 Post-transaction phase
6.3.1 General
27 6.3.2 Delivery
6.3.3 Correction
28 6.3.4 Return and exchange
7 Multi-phase processes
7.1 Consumer interaction
7.1.1 General
7.1.2 B2C ECT code
29 7.1.3 Consumer support
7.1.4 Feedback handling
7.1.5 Complaints handling and external dispute resolution
30 7.2 Consumer data management
7.2.1 General
7.2.2 Security
7.2.3 Privacy
31 8 Maintenance and improvement
8.1 Collection of information
8.2 Evaluation of performance of the B2C ECT system
8.3 Satisfaction with the B2C ECT system
8.4 Review of the B2C ECT system
32 8.5 Continual improvement
33 Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context
35 Annex B (informative) Supplementary references
37 Annex C (informative) Guidance on information provision
40 Annex D (informative) Guidance concerning an organizationā€™s B2C ECT code
42 Bibliography

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BS ISO 10008:2022
$167.15