BS ISO 10004:2012:2013 Edition
$167.15
Quality management. Customer satisfaction. Guidelines for monitoring and measuring
| Published By | Publication Date | Number of Pages |
| BSI | 2013 | 42 |
PDF Catalog
| PDF Pages | PDF Title |
|---|---|
| 6 | Foreword |
| 7 | Introduction |
| 9 | 1 Scope 2 Normative references 3 Terms and definitions |
| 10 | 4 Concept and guiding principles 4.1 General 4.2 Concept of customer satisfaction 4.3 Guiding principles |
| 11 | 5 Framework for monitoring and measuring customer satisfaction |
| 12 | 6 Planning 6.1 Defining the purpose and objectives 6.2 Determining the scope and frequency 6.3 Determining implementation methods and responsibilities |
| 13 | 6.4 Allocating resources 7 Operation 7.1 General 7.2 Identifying customer expectations |
| 14 | 7.3 Gathering customer satisfaction data |
| 17 | 7.4 Analysing customer satisfaction data |
| 18 | 7.5 Communicating customer satisfaction information 7.6 Monitoring customer satisfaction |
| 19 | 8 Maintenance and improvement |
| 21 | AnnexĀ A (normative) Conceptual model of customer satisfaction |
| 23 | AnnexĀ B (normative) Identification of customer expectations |
| 26 | AnnexĀ C (normative) Direct measurement of customer satisfaction |
| 31 | AnnexĀ D (normative) Analysis of customer satisfaction data |
| 36 | AnnexĀ E (normative) Using customer satisfaction information |
| 38 | AnnexĀ F (informative) Relationship between this International Standard, ISOĀ 10001, ISOĀ 10002 and ISOĀ 10003 |
| 40 | Bibliography |
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