质量管理 顾客满意 组织外部争议解决指南 (ISO 10003:2018,IDT)

[中文适用范围]： 本文件为组织制定、设计、开发、运行、维护和改进一套高效且有效的申诉处理流程提供指导，该流程适用于经组织内部处理仍未能解决的申诉。本文件适用于： ——涉及组织产品与服务的申诉、申诉处理流程或争议解决机制相关的申诉； ——因国内或跨境商业活动引发的争议解决，包括电子商务活动中产生的争议。 本文件适用于任何类型、规模的组织及其所提供的各类产品与服务，内容包括： ——指导组织确定参与争议解决的时机与方式； ——指导争议解决服务提供者的选择及其服务的使用； ——高层管理在争议解决中的参与、承诺，以及组织内资源的有效配置； ——公平、适当、透明且可及的争议解决基本原则； ——组织参与争议解决过程的管理指导； ——对争议解决过程的监测、评估与持续改进。 本文件特别聚焦于组织与以下主体之间的争议解决： ——为个人或家庭目的购买或使用产品与服务的个人； ——小型企业。 本文件不适用于其他类型争议的处理，例如劳资争议；亦不适用于组织内部申诉处理流程。 [外文原描述]： This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. This document is applicable to: — complaints relating to the organization's products and services, the complaints-handling process or dispute-resolution process; — resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce. This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with: — guidance on determining when and how organizations can participate in dispute resolution; — guidance on the selection of providers and use of their services; — top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization; — the essentials for fair, suitable, transparent and accessible dispute resolution; — guidance on management of an organization's participation in dispute resolution; — monitoring, evaluating and improving the dispute-resolution process. This document is particularly aimed at dispute resolution between an organization and — individuals purchasing or using products and services for personal or household purposes, or — small businesses. This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization.