质量管理.顾客满意度.组织管理的规范指南

[中文适用范围]： 本文件为规划、设计、制定、实施、维护和改进顾客满意度行为准则提供了指南。本文件适用于产品和服务相关的准则，其中包含组织就其行为向顾客作出的承诺。此类承诺和相关规定旨在提高顾客满意度。附件 A 提供了不同组织准则组成部分的简化示例。注：在本文件中，“产品”和“服务”一词是指组织旨在为顾客提供或顾客要求的输出。本文件适用于任何组织，不论其类型和规模，也不论其提供的产品和服务，包括设计供其他组织使用的顾客满意度行为准则的组织。附件 C 专门为小型企业提供指导。本文件针对的是涉及个人顾客为个人或家庭目的购买或使用商品、财产或服务的客户满意度行为准则，但它适用于所有客户满意度行为准则。本文件并不规定顾客满意度行为准则的实质性内容，也不涉及其他类型的行为准则，例如涉及组织与其人员之间或组织与其供应商之间互动的行为准则。 [外文原描述]： This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This document is applicable to product- and service-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations. NOTE Throughout this document, the terms "product" and "service" refer to the outputs of an organization that are intended for, or required by, a customer. This document is intended for use by any organization regardless of its type or size, or the products and services it provides, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses. This document is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct. This document does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.