DRAFT ISO 10001:2018 Revision Overview Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations ISO/TC176 TG 01

Purpose The intention of this presentation is to: provide a summary of notable changes from ISO 10001:2007 to ISO 10001:2018 ISO/TC 176/TG 01

Introduction Introduction to ISO 10001:2018 This document provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading Maintaining a high level of customer satisfaction is a significant challenge for many organizations One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct A customer satisfaction code of conduct can be part of an effective approach to complaints management Published July 2018 ISO/TC 176/TG 01

Main Changes Main changes of the ISO 10001:2018 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 10002, ISO 10003 and ISO 10004 ISO/TC 176/TG 01

Benefits Benefits of using ISO 10001:2018 Complaints prevention Internal complaints handling External dispute resolution Enhances fair trade practices Improves customer understanding of what to expect from the organization Increases customer confidence in the organization ISO/TC 176/TG 01

Summary The ISO 10001:2018 standard: Provides concepts for improving customer satisfaction Outlines how organizations can manage code of conduct 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 10001:2018 http://www.iso.org/iso/store.htm ISO/TC 176/TG 01