TIMS
ISO10001:2007

ISO10001:2007

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A pro-vides simplified examples of components of codes for different organizations.

ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organi-zations. Annex C gives guidance specifically for small businesses.

ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.

ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

ISO 10001:2007 Quality management. Customer satisfaction. Guidelines for codes of conduct for organizations

Maintaining a high level of customer satisfaction is a significant challenge for many organizations. One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct. A customer satisfaction code of conduct consists of promises and related provisions that address issues such as product delivery, product returns, handling of personal information of customers, advertising and stipulations concerning particular attributes of a product or its performance.

Why have a code of conduct?
A customer satisfaction code of conduct can be part of an effective approach to complaints management. This involves:

  • Complaints prevention, by making use of an appropriate customer satisfaction code of conduct
  • Internal complaints handling, for instances when expressions of dissatisfaction are received
  • External dispute resolution, for situations in which complaints cannot be satisfactorily dealt with internally.

BS ISO 10001:2007 provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading. Its use can:

  • Enhance fair trade practices and customer confidence in an organization
  • Improve customer understanding of what to expect from an organization in terms of its products and relations with customers, thereby reducing the likelihood of misunderstandings and complaints
  • Potentially decrease the need for new regulations governing an organization’s conduct towards its customers.
    • Who should use ISO 10001?
      ISO 10001 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations.