质量管理 顾客满意 监控和测量指南(ISOTS 10004-2010)

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1、TECHNICALISO/TSSPECIFICATION10004Firstedition2010-04-15Qualitymanagement—Customersatisfaction—GuidelinesformonitoringandmeasuringManagementdelaqualité—Satisfactionduclient—LignesdirectricesrelativesàlasurveillanceetaumesurageReferencenumberISO/TS10004:2010(E)©ISO2010ISO/TS10004:2010(E)Cont

2、entsPageForeword............................................................................................................................................................ivIntroduction........................................................................................................

3、.................................................v1Scope......................................................................................................................................................12Normativereferences...............................................................

4、.............................................................13Termsanddefinitions...........................................................................................................................14Conceptofcustomersatisfaction......................................................

5、.................................................25Frameworkformonitoringandmeasuringcustomersatisfaction...................................................26Planningformonitoringandmeasuringcustomersatisfaction.......................................................36.1Definingthepurposean

6、dobjectives..................................................................................................36.2Determiningthescopeandfrequency................................................................................................36.3Determiningimplementationmethodsandresponsibil

7、ities.............................................................36.4Allocatingresources.............................................................................................................................37Monitoringandmeasuringcustomersatisfactionac