DRAFT ISO 10003:2018 Revision Overview Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations ISO/TC176 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 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 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 website https://committee.iso.org/home/tc176 To obtain a copy of ISO 10003:2018 http://www.iso.org/iso/store.htm ISO/TC 176/TG 01