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JIS Q 10003:2010

JIS Q 10003:2010

$42.25

Quality management-Customer satisfaction – Guidelines for dispute resolution external to organizations

Published By Publication Date Number of Pages
JIS 2010-09-21 44
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This Standard provides guidance 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 Standard is applicable to:

— complaints relating to the organizations products intended for, or required by, customers, the complaints-handling process or dispute-resolution process;

NOTE 1 Throughout this Standard, the term "product" encompasses services, software, hardware and processed materials.

NOTE 2 Throughout this Standard, the term "product"-related complint" dose not limit to that related to the product specification or the performance.

— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.

This Standard is intended for use by organizations regardless of type, size and product provided, 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 organizations participation in dispute resolution, and

— monitoring, evaluating and improving the dispute-resolution process.

NOTE 3 This Standard is particularly aimed at dispute resolution between an organization and

— individuals purchasing or using products for personal or household purposes, or

— small businesses.

This Standard is not intended for certification or for contractual purposes.

It does not apply to the resolution of other types of disputes, such as employment disputes.

It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

This Standard does not apply to complaints handling within an organization.

NOTE 4 The International Standard corresponding to this Standard and the symbol of degree of correspondence are as follows:

ISO 10003: 2007 Quality management-Customer satisfaction-Guidelines for dispute resolution external to organizations (IDT)

The symbols which denote the degree of correspondence in the contents between the relevant International Standard and JIS are IDT (identical), MOD (modified), and NEQ (not equivalent) according to ISO/ lEC Guide 21-1

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JIS Q 10003:2010
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