DRAFT ISO 10004:2018 Revision Overview Quality management — Customer satisfaction — Guidelines for monitoring and measuring ISO/TC176 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 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 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 website https://committee.iso.org/home/tc176 To obtain a copy of ISO 10004:2018 http://www.iso.org/iso/store.htm ISO/TC 176/TG 01