{"id":357140,"date":"2024-10-20T01:15:32","date_gmt":"2024-10-20T01:15:32","guid":{"rendered":"https:\/\/pdfstandards.shop\/product\/uncategorized\/bs-iso-100042018-tc\/"},"modified":"2024-10-26T01:41:54","modified_gmt":"2024-10-26T01:41:54","slug":"bs-iso-100042018-tc","status":"publish","type":"product","link":"https:\/\/pdfstandards.shop\/product\/publishers\/bsi\/bs-iso-100042018-tc\/","title":{"rendered":"BS ISO 10004:2018 – TC"},"content":{"rendered":"

PDF Catalog<\/h4>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
PDF Pages<\/th>\nPDF Title<\/th>\n<\/tr>\n
57<\/td>\nNational foreword <\/td>\n<\/tr>\n
62<\/td>\nForeword <\/td>\n<\/tr>\n
63<\/td>\nIntroduction <\/td>\n<\/tr>\n
66<\/td>\n1 Scope
2 Normative references
3 Terms and definitions <\/td>\n<\/tr>\n
68<\/td>\n4 Concepts and guiding principles
4.1 General
4.2 Concept of customer satisfaction
4.3 Guiding principles
4.3.1 Commitment
4.3.2 Capacity
4.3.3 Transparency
4.3.4 Accessibility
4.3.5 Responsiveness <\/td>\n<\/tr>\n
69<\/td>\n4.3.6 Information integrity
4.3.7 Accountability
4.3.8 Improvement
4.3.9 Confidentiality
4.3.10 Customer-focused approach
4.3.11 Competence
4.3.12 Timeliness
4.3.13 Comprehension
4.3.14 Continuity
5 Framework for monitoring and measuring customer satisfaction
5.1 Context of the organization <\/td>\n<\/tr>\n
70<\/td>\n5.2 Establishment
6 Planning, design and development
6.1 Defining the purpose and objectives <\/td>\n<\/tr>\n
71<\/td>\n6.2 Determining the scope and frequency
6.3 Determining implementation methods and responsibilities
6.4 Allocating resources <\/td>\n<\/tr>\n
72<\/td>\n7 Operation
7.1 General
7.2 Identifying customer expectations
7.2.1 Identifying customers
7.2.2 Determining customer expectations <\/td>\n<\/tr>\n
73<\/td>\n7.3 Gathering customer satisfaction data
7.3.1 Identifying and selecting characteristics related to customer satisfaction
7.3.2 Indirect indicators of customer satisfaction <\/td>\n<\/tr>\n
74<\/td>\n7.3.3 Direct measures of customer satisfaction <\/td>\n<\/tr>\n
75<\/td>\n7.3.4 Collecting customer satisfaction data <\/td>\n<\/tr>\n
76<\/td>\n7.4 Analysing customer satisfaction data
7.4.1 General
7.4.2 Preparing the data for analysis
7.4.3 Determining the method of analysis
7.4.4 Conducting the analysis <\/td>\n<\/tr>\n
77<\/td>\n7.4.5 Validating the analysis
7.4.6 Reporting results and recommendations
7.5 Communicating customer satisfaction information <\/td>\n<\/tr>\n
78<\/td>\n7.6 Monitoring customer satisfaction
7.6.1 General
7.6.2 Examining the customers selected and the data gathered
7.6.3 Examining customer satisfaction information
7.6.4 Monitoring actions taken in response to customer satisfaction information
7.6.5 Assessing the effectiveness of actions taken <\/td>\n<\/tr>\n
79<\/td>\n8 Maintenance and improvement <\/td>\n<\/tr>\n
80<\/td>\nAnnex A (informative) Interrelationship of ISO 10001, ISO 10002, ISO 10003 and this document <\/td>\n<\/tr>\n
82<\/td>\nAnnex B (informative) Conceptual model of customer satisfaction <\/td>\n<\/tr>\n
84<\/td>\nAnnex C (informative) Identification of customer expectations <\/td>\n<\/tr>\n
87<\/td>\nAnnex D (informative) Direct measurement of customer satisfaction <\/td>\n<\/tr>\n
93<\/td>\nAnnex E (informative) Analysis of customer satisfaction data <\/td>\n<\/tr>\n
98<\/td>\nAnnex F (informative) Using customer satisfaction information <\/td>\n<\/tr>\n
100<\/td>\nBibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

Tracked Changes. Quality management. Customer satisfaction. Guidelines for monitoring and measuring<\/b><\/p>\n\n\n\n\n
Published By<\/td>\nPublication Date<\/td>\nNumber of Pages<\/td>\n<\/tr>\n
BSI<\/b><\/a><\/td>\n2020<\/td>\n101<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":357150,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[95,2641],"product_tag":[],"class_list":{"0":"post-357140","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-03-120-10","7":"product_cat-bsi","9":"first","10":"instock","11":"sold-individually","12":"shipping-taxable","13":"purchasable","14":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/357140","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/357150"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=357140"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=357140"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=357140"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}