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010341 - ČSN ISO 10003 - Management kvality - Spokojenost zákazníka - Směrnice pro externí řešení sporů organizace | ||
| Název : 010341 - ČSN ISO 10003 - Management kvality - Spokojenost zákazníka - Směrnice pro externí řešení sporů organizace
Označení normy : ČSN ISO 10003 Katalogové číslo : 506790 Třídící znak : 010341 Účinnost : 2019-03-01 Věstník : 2019.02 Strany : 48 Převzata :převzetím originálu - v angličtině | ||
| Cena : | 438.00 Kč (DPH= 0%), s DPH= 438.00 Kč | |
| ANOTACE "ČSN ISO 10003 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." | ||