国家标准《质量管理 顾客满意 组织外部争议解决指南》征求意见稿.pdf.pdf

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1、ICS03.120.10A00中华人民共和国国家标准GB/T19013-200X/ISO10003:2018质量管理顾客满意组织外部争议解决指南Qualitymanagement—Customersatisfaction—Guidelinesfordisputeresolutionexternaltoorganizations（ISO10003:2018，IDT）（征求意见稿）200X-XX-XX发布200X-XX-XX实施国家市场监督管理总局发布国家标准化管理委员会目次前言...............................

2、.....................................III引言.....................................................................IV1范围......................................................................12规范性引用文件.............................................................13术语和定义........

3、.........................................................14指导原则...................................................................44.1总则......................................................................44.2承诺...........................................................

4、...........44.3响应......................................................................44.4信息完整性................................................................44.5问责......................................................................44.6同意参与...........................

5、.......................................44.7方便......................................................................44.8适宜......................................................................54.9公正......................................................................54.1

6、0（人员）能力.............................................................54.11及时.....................................................................54.12保密.....................................................................54.13透明............................................

7、.........................54.14同意.....................................................................54.15（组织）能力.............................................................54.16改进.....................................................................64.17以顾客为关注焦点的方法......

8、.............................................65争议解决框架..................................................