BS ISO 10008:2013

$167.15

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

Published By	Publication Date	Number of Pages
BSI	2013	40

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Categories: 03.120.10 - Quality management and quality assurance, BSI

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Description

This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.

It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.

This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.

This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.

The guidance given in this International Standard can complement an organization’s quality management system.

PDF Catalog

PDF Pages	PDF Title
6	Foreword
7	Introduction
9	Section sec_1 Section sec_2 Section sec_3 Section sec_3.1 Section sec_3.2 Section sec_3.3 1 Scope 2 Normative references 3 Terms and Definitions
10	Section sec_3.4 Section sec_3.5 Section sec_3.6 Section sec_4 Section sec_4.1 Section sec_4.2 Section sec_4.3 Section sec_4.4 4 Guiding principles 4.1 General 4.2 Commitment 4.3 Capacity 4.4 Competence
11	Section sec_4.5 Section sec_4.6 Section sec_4.7 Section sec_4.8 Section sec_4.9 Section sec_4.10 Section sec_4.11 Section sec_4.12 Section sec_4.13 Section sec_4.14 4.5 Suitability 4.6 Accuracy 4.7 Transparency 4.8 Accessibility 4.9 Responsiveness 4.10 Consent 4.11 Fairness 4.12 Accountability 4.13 Legality 4.14 Privacy
12	Section sec_4.15 Section sec_4.16 Section sec_4.17 Section sec_5 Section sec_5.1 Section sec_5.2 4.15 Security 4.16 Integration 4.17 Improvement 5 Business-to-consumer electronic commerce transaction system 5.1 Framework 5.2 Objectives
13	Section sec_5.3 Section sec_5.3.1 5.3 Processes
14	Figure fig_1 Section sec_5.3.2 Section sec_5.3.3
15	Section sec_5.4 Section sec_5.4.1 Section sec_5.4.2 Section sec_5.4.3 5.4 Resources
16	Section sec_5.4.4 Section sec_5.5 Section sec_6 Section sec_6.1 Section sec_6.1.1 Section sec_6.1.2 Section sec_6.1.3 Section sec_6.1.3.1 5.5 Connectivity 6 Single-phase processes 6.1 Pre-transaction phase
17	Section sec_6.1.3.2 Section sec_6.1.3.3
18	Section sec_6.1.3.4 Section sec_6.1.4
19	Section sec_6.2 Section sec_6.2.1 Section sec_6.2.2 Section sec_6.2.3 6.2 In-transaction phase
20	Section sec_6.2.4
21	Section sec_6.2.5 Section sec_6.2.6 Section sec_6.2.7
22	Section sec_6.3 Section sec_6.3.1 Section sec_6.3.2 6.3 Post-transaction phase
23	Section sec_6.3.3 Section sec_6.3.4 Section sec_7 Section sec_7.1 Section sec_7.1.1 7 Multi-phase processes 7.1 Consumer interaction
24	Section sec_7.1.2 Section sec_7.1.3 Section sec_7.1.4
25	Section sec_7.1.5 Section sec_7.2 Section sec_7.2.1 Section sec_7.2.2 Section sec_7.2.3 7.2 Consumer data management
26	Section sec_8 Section sec_8.1 Section sec_8.2 Section sec_8.3 Section sec_8.4 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
27	Section sec_8.5 8.5 Continual improvement
28	Annex sec_A Annex sec_A.1 Annex sec_A.2 Annex sec_A.3 Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context
29	Annex sec_A.4
30	Annex sec_B Annex sec_B.1 Annex sec_B.2 Annex sec_B.2.1 Annex sec_B.2.2 Annex sec_B.2.3 Annex B (informative) Supplementary references
31	Annex sec_B.3 Annex sec_B.4
32	Annex sec_C Annex sec_C.1 Annex sec_C.2 Annex sec_C.3 Annex C (normative) Guidance on information provision Annex C (normative) Guidance on information provision
33	Annex sec_C.4 Annex sec_C.5 Annex sec_C.6 Annex sec_C.7 Annex sec_C.8
35	Annex sec_D Annex D (informative) Guidance concerning an organization’s B2C ECT Code Annex D (informative) Guidance concerning an organization’s B2C ECT Code
37	Reference ref_1 Reference ref_2 Reference ref_3 Reference ref_4 Reference ref_5 Reference ref_6 Reference ref_7 Reference ref_8 Reference ref_9 Reference ref_10 Reference ref_11 Reference ref_12 Reference ref_13 Reference ref_14 Bibliography Bibliography

Additional information

Status	Withdrawn
Title	Quality management. Customer satisfaction. Guidelines for business-to-consumer electronic commerce transactions
Publisher	BSI
Committee	SVS/0
Pages	40
Publication Date	2013-06-30
Withdrawn Date	2022-08-08
Replaced By	BS ISO 10008:2022
ISBN	978 0 580 69032 7
Standard Number	BS ISO 10008:2013
Identical National Standard Of	ISO 10008:2013
Descriptors	Quality management, Consumer-supplier relations, Consumers, Quality assurance systems, Supervisory and executive programs, Market research, Systems analysis, Guidance systems, Standard measures
ICS Codes	03.120.10 - Quality management and quality assurance

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