DRAFT ISO 10004 2018 Quality management Customer satisfaction

DRAFT ISO 10004: 2018 Quality management — Customer satisfaction — Guidelines for monitoring and measuring ISO/TC 176 TG 01

Purpose The intention of this presentation is to: • provide a summary of notable changes from ISO 10004: 2012 to ISO 10004: 2018 ISO/TC 176/TG 01

Introduction to ISO 10004: 2018 • One of the key elements of organizational success is the customers satisfaction with the organization and its products and services • This document provides guidance to the organization on establishing effective processes for monitoring and measuring customer satisfaction • The focus is the satisfaction of persons or organizations that receive a product or a service • Published July 2018 ISO/TC 176/TG 01

Main Changes Main changes of the ISO 10004: 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 10002 and ISO 10003 ISO/TC 176/TG 01

Benefits of using ISO 10004: 2018 • Monitoring and measuring customer satisfaction can help identify opportunities for improvement • Such improvements can strengthen customer confidence and result in commercial and other benefits • Increases customer confidence in the organization ISO/TC 176/TG 01

Summary The ISO 10004: 2018 standard • Provides concepts for monitoring and measuring customer satisfaction • Outlines how organizations can monitor and measure 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 10004: 2018 – http: //www. iso. org/iso/store. htm ISO/TC 176/TG 01