1. DRAFT ISO 10003:2018 Quality management — Customer satisfaction — Guidelines for dispute resolution external to organizations
ISO/TC176 TG 01

2. Purpose The intention of this presentation is to:
provide a summary of notable changes from ISO 10003:2007 to ISO :2018
ISO/TC 176/TG 01

3. 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

4. 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 and ISO 10004
ISO/TC 176/TG 01

5. 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

6. 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

7. For more information ISO/TC 176 SC2 Support Material
To obtain a copy of ISO 10003:2018
ISO/TC 176/TG 01