BS ISO 10001-2018 英文版

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1、BSISO10001:2018BSIStandardsPublicationQualitymanagement—Customersatisfaction—GuidelinesforcodesofconductfororganizationsBRITISHSTANDARDBSISO10001:2018NationalforewordThisBritishStandardistheUKimplementationofISO10001:2018.ItsupersedesBSISO10001:2007,whichi

2、swithdrawn.TheUKparticipationinitspreparationwasentrustedtoTechnicalCommitteeSVS/0,Customerservice-Fundamentalprinciples.Alistoforganizationsrepresentedonthiscommitteecanbeobtainedonrequesttoitssecretary.Thispublicationdoesnotpurporttoincludeallthenecessar

3、yprovisionsofacontract.Usersareresponsibleforitscorrectapplication.©TheBritishStandardsInstitution2018PublishedbyBSIStandardsLimited2018ISBN9780580982576ICS03.120.10CompliancewithaBritishStandardcannotconferimmunityfromlegalobligations.ThisBritishStandardw

4、aspublishedundertheauthorityoftheStandardsPolicyandStrategyCommitteeon31July2018.Amendments/corrigendaissuedsincepublicationDateTextafectedBSISO10001:2018INTERNATIONALISOSTANDARD10001Secondedition2018-07-30Qualitymanagement—Customersatisfaction—Guidelinesf

5、orcodesofconductfororganizationsManagementdelaqualité—Satisfactionduclient—LignesdirectricesrelativesauxcodesdeconduitedesorganismesReferencenumberISO10001:2018(E)©ISO2018BSISO10001:2018ISO10001:2018(E)COPYRIGHTPROTECTEDDOCUMENT©ISO2018,PublishedinSwitzerl

6、andAllrightsreserved.Unlessotherwisespecified,nopartofthispublicationmaybereproducedorutilizedotherwiseinanyformorbyanymeans,electronicormechanical,includingphotocopying,orpostingontheinternetoranintranet,withoutpriorwrittenpermission.Permissioncanbereques

7、tedfromeitherISOattheaddressbeloworISO’smemberbodyinthecountryoftherequester.ISOcopyrightofficeCh.deBlandonnet8•CP401CH-1214Vernier,Geneva,SwitzerlandTel.+41227490111Fax+41227490947copyright@iso.orgwww.iso.orgii©ISO2018–AllrightsreservedBSISO10001:2018ISO1

8、0001:2018ContentsPageForeword.....vIntroduction.....vi1Scope.....12Normativereferences....13Termsanddefinitions....14Guidingprinciples....34.1General....34.2Commitment....34.3Capacity....34.4Transparency....3