Management de la qualité — Satisfaction des clients — Lignes directrices pour le traitement des récl...
Le présent document fournit des lignes directrices relatives au processus de traitement des réclamations relatif aux produits et services au sein d'un organisme, notamment en matière de planification, conception, développement, fonctionnement, mise à jour et amélioration. Le processus de traitement des réclamations décrit est destiné à être utilisé en tant que l'un des processus d'…
Management de la qualité — Satisfaction du client — Lignes directrices relatives à la résolution ext...
Le présent document fournit à un organisme des lignes directrices relatives à la planification, à la conception, à l'élaboration, à la mise en œuvre, à l'entretien et à l'amélioration d'un processus de résolution des conflits efficace et efficient concernant les réclamations non résolues par l'organisme.
Le présent document est applicable:
— aux réclamations…
Management de la qualité — Satisfaction du client — Lignes directrices relatives à la surveillance e...
Le présent document fournit des lignes directrices relatives à la définition et à la mise en œuvre de processus de surveillance et de mesure de la satisfaction du client.
Le présent document est destiné à être utilisé par tout organisme, quels que soient son type, sa taille ou les produits et services qu'il fournit. Le présent document porte sur les clients externes à l'organisme.
NOTE…
Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations
This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.
This document is applicable to product- and service-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 provides…
Quality management — Customer satisfaction — Guidelines for complaints handling in organizations
This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.
NOTE Throughout this document, the terms "product…
Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizat...
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…
Quality management — Customer satisfaction — Guidelines for monitoring and measuring
This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.
NOTE Throughout this document, the terms "product" and "…
Adhesives — Determination of the solubility of water-soluble or alkali-soluble pressure-sensitive ad...
This document specifies a test method for the determination of the solubility of a water-soluble pressure-sensitive adhesive in water or the solubility of an alkali-soluble pressure-sensitive adhesive in alkali by measuring the loss in mass of the adhesive when immersed in water or alkali. The solubility of the adhesive is one of the key factors in assessing the possibility of recycling products…
Information technology — Concepts and usage of metadata — Part 22: Registering and mapping developme...
This document provides a usage scenario that utilizes the facilities defined in ISO/IEC 11179-3, ISO/IEC 19763-5 and ISO/IEC 19763-10 to demonstrate the registration of the mapping between process models. The availability of these registered process model mappings will help to promote the reuse of process models.
The scope of this document is limited to a discussion of the process models…
Information technology - Common Logic (CL) - A framework for a family of logic-based languages
This document specifies a family of logic languages designed for use in the representation and interchange of information and data among disparate computer systems.
The following features are essential to the design of this document.
— Languages in the family have declarative semantics. It is possible to understand the meaning of expressions in these languages without appeal to an…
