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Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizationsTranslate name
STANDARD published on 1.2.2019
Designation standards: ČSN ISO 10003
Classification mark: 010341
Catalog number: 506790
Publication date standards: 1.2.2019
The number of pages: 48
Approximate weight : 144 g (0.32 lbs)
Country: Czech technical standard
Category: Technical standards ČSN
This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. This document is applicable to: - complaints relating to the organization´s products and services, the complaints-handling process or dispute-resolution process; - resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce. - This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with: - guidance on determining when and how organizations can participate in dispute resolution; - guidance on the selection of providers and use of their services; - top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization; - the essentials for fair, suitable, transparent and accessible dispute resolution; - guidance on management of an organization´s participation in dispute resolution; - monitoring, evaluating and improving the dispute-resolution process. This document is particularly aimed at dispute resolution between an organization and - individuals purchasing or using products and services for personal or household purposes, or - small businesses. This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization
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