September, 2018 Newsletter Articles

ISO Certificate Survey

Sep 4, 2018 in Newsletter | Comments Off on ISO Certificate Survey

ISO has released the results of its annual survey of certificates. My summary below shows the number of worldwide certificates as of year-end 2017 for eight management system standards, the top ten countries for each standard, as well as, the USA totals. ISO/TS 16949 has been replaced by IATF 16949, so ISO no longer provides survey results for the automotive standard. ISO has changed from counting certificates and sites, to counting only certificates due to inconsistent site data. They attribute the decrease in certificates in part to this...

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Codes of Conduct

Sep 1, 2018 in Newsletter | Comments Off on Codes of Conduct

ISO 10001:2018, Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations, is available. This second edition of ISO 10001 states that 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 and service delivery, product returns,...

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Complaints Handling

Sep 1, 2018 in Newsletter | Comments Off on Complaints Handling

ISO 10002:2018, Quality management – Customer satisfaction – Guidelines for complaints handling in organizations, is available. This standard 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.ISO 10002 is intended for use by any organization regardless of its type...

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Dispute Resolution

Sep 1, 2018 in Newsletter | Comments Off on Dispute Resolution

ISO 10003:2018, Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations, is available. This standard 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. ISO 10003 is applicable to: a) complaints relating to the organization’s products and services, the complaints-handling process, or dispute-resolution process; b)...

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Customer Satisfaction

Sep 1, 2018 in Newsletter | Comments Off on Customer Satisfaction

ISO 10004:2018, Quality management – Customer satisfaction – Guidelines for monitoring and measuring, is available. ISO 10004 gives guidelines for defining and implementing processes to monitor and measure customer satisfaction. It is intended for use by any organization regardless of its type or size, or the products and services it provides. The focus of the standard is on customers external to the organization. Customer Satisfaction According to ISO 10004, one of the key elements of organizational success is the...

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