ISO 10003 Guidelines for dispute resolution external to organizations
2014/01/02 11:56
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Foreword
Introduction
0.1 General.
0.2 Relationship with ISO 9001 and ISO 9004
0.3 Relationship with ISO 10001 and ISO 10002
0.4 Statements regarding conformity
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
4.1 General
4.2 Consent to participate
4.3 Accessibility
4.4 Suitability
4.5 Fairness
4.6 Competence
4.7 Timeliness
4.8 Confidentiality.
4.9 Transparency
4.10 Legality
4.11 Capacity
4.12 Continual improvement
5 Dispute-resolution framework
5.1 Commitment .
5.2 Dispute-resolution policy.
5.3 Top management responsibilities.
6 Planning, design and development .
6.1 General.
6.2 Objectives
6.3 Activities
6.4 Resources
7 Operations
7.1 General
7.2 Complaint referral
7.3 Receipt of dispute notice
7.4 Formulation of the organization’s response
7.5 Resolution of dispute
7.6 Implementation of resolution
7.7 Closing the file
8 Maintenance and improvement
8.1 Monitoring
8.2 Analysis and evaluation
8.3 Management review
8.4 Continual improvement
Annex A (informative) Guidance on dispute-resolution methods
Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and ISO 10003
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