BS ISO 10004-2018 英文版

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1、BSISO10004:2018BSIStandardsPublicationQualitymanagement—Customersatisfaction—GuidelinesformonitoringandmeasuringBRITISHSTANDARDBSISO10004:2018NationalforewordThisBritishStandardistheUKimplementationofISO10004:2018.ItsupersedesBSISO10004:2012,whichiswithdrawn.TheUKparticip

2、ationinitspreparationwasentrustedtoTechnicalCommitteeSVS/0,Customerservice-Fundamentalprinciples.Alistoforganizationsrepresentedonthiscommitteecanbeobtainedonrequesttoitssecretary.Thispublicationdoesnotpurporttoincludeallthenecessaryprovisionsofacontract.Usersareresponsib

3、leforitscorrectapplication.©TheBritishStandardsInstitution2018PublishedbyBSIStandardsLimited2018ISBN9780580982606ICS03.120.10CompliancewithaBritishStandardcannotconferimmunityfromlegalobligations.ThisBritishStandardwaspublishedundertheauthorityoftheStandardsPolicyandStrat

4、egyCommitteeon31July2018.Amendments/corrigendaissuedsincepublicationDateTextafectedBSISO10004:2018INTERNATIONALISOSTANDARD10004Secondedition2018-07-30Qualitymanagement—Customersatisfaction—GuidelinesformonitoringandmeasuringManagementdelaqualité—Satisfactionduclient—Ligne

5、sdirectricesrelativesàlasurveillanceetaumesurageReferencenumberISO10004:2018(E)©ISO2018BSISO10004:2018ISO10004:2018(E)COPYRIGHTPROTECTEDDOCUMENT©ISO2018,PublishedinSwitzerlandAllrightsreserved.Unlessotherwisespecified,nopartofthispublicationmaybereproducedorutilizedotherw

6、iseinanyformorbyanymeans,electronicormechanical,includingphotocopying,orpostingontheinternetoranintranet,withoutpriorwrittenpermission.PermissioncanberequestedfromeitherISOattheaddressbeloworISO’smemberbodyinthecountryoftherequester.ISOcopyrightofficeCh.deBlandonnet8•CP40

7、1CH-1214Vernier,Geneva,SwitzerlandTel.+41227490111Fax+41227490947copyright@iso.orgwww.iso.orgii©ISO2018–AllrightsreservedBSISO10004:2018ISO10004:2018ContentsPageForeword.....vIntroduction.....vi1Scope.....12Normativereferences....13Termsanddefinitions....14Conceptsandguid

8、ingprinciples....34.1General....34.2Conceptofcustomersatisfaction...34.3Guidingprinciples....34.