DRAFT ISO 10003 2018 Quality management Customer satisfaction

DRAFT ISO 10003: 2018 Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations ISO/TC 176 TG 01

Purpose The intention of this presentation is to: • provide a summary of notable changes from ISO 10003: 2007 to ISO 10003: 2018 ISO/TC 176/TG 01

Introduction to ISO 10003: 2018 • This document provides guidance for organizations to implement an external dispute resolution process • Dispute resolution gives an avenue of redress when organizations do not remedy a complaint internally • Most complaints can be resolved successfully within the organization • Published July 2018 ISO/TC 176/TG 01

Main Changes Main changes of the ISO 10003: 2018 revision • The main changes compared with the previous edition are as follows: – alignment with ISO 9000: 2015 – alignment with ISO 9001: 2015 – improved alignment with ISO 10001, ISO 10003 and ISO 10004 ISO/TC 176/TG 01

Benefits of using ISO 10003: 2018 • Provides flexible dispute resolution • Enhances customer satisfaction and loyalty • Provides a benchmark against which individuals and organizations can evaluate claims • Provides the conditions of access, cost and potential legal consequences • Enhances the ability to identify and eliminate causes of disputes • Improves the way complaints and disputes are handled by the organization • Provides confidence of fair and consistent treatment of disputes • Improves the organizations reputation • Enhances domestic and international competitiveness ISO/TC 176/TG 01

Summary The ISO 10003: 2018 standard: • Provides concepts for external dispute resolution • Outlines how organizations can manage external dispute resolution in a systematic manner to enhance customer satisfaction • Can be used in any kind of organization ISO/TC 176/TG 01

For more information • ISO/TC 176 SC 2 Support Material – https: //committee. iso. org/tc 176 sc 2 • To obtain a copy of ISO 10003: 2018 – http: //www. iso. org/iso/store. htm ISO/TC 176/TG 01