Adopts ISO 10001:2007 to provide guidance on planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.
Table of contents
Header
About this publication
Preface
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Commitment
4.3 Capacity
4.4 Visibility
4.5 Accessibility
4.6 Responsiveness
4.7 Accuracy
4.8 Accountability
4.9 Continual improvement
5 Code framework
5.1 Establishment
5.2 Integration
6 Planning, design and development
6.1 Determine code objectives
6.2 Gather and assess information
6.3 Obtain and assess input from relevant interested parties
6.4 Prepare code
6.5 Prepare performance indicators
6.6 Prepare code procedures
6.7 Prepare internal and external communication plan
