Self-assessmentISO 10003:2018
ISO 10003:2018 — External dispute resolution (customer satisfaction)
Guidance for planning, designing, implementing and improving an external dispute-resolution process for product / service complaints not resolved internally.
- control points
- 45
- anchored clauses
- 22
- Clauses covered
- 5
Clauses covered
| Guiding principles | 5 | 4.6-4.8 · 4.9-4.11 · 4.2, 4.15, 4.3 · 4.4, 4.12-4.13 · 4.5, 4.14, 4.16-4.17 |
| Dispute-resolution framework | 4 | 5.1 · 5.2 · 5.3 · 5.4 |
| Planning, design and development | 3 | 6.2 · 6.3 · 6.4 |
| Operation | 5 | 7.4 · 7.5 · 7.6 · 7.7 · 7.2-7.3 |
| Update and improvement | 5 | 8.1 · 8.2 · 8.3 · 8.4 · 8.5 |
Scale
ImplementedPartially implementedNot implementedNot applicable
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