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Brief description

The ISO/TC 176 Technical Committee has developed and updates periodically a series of technical reports that serve as a guide for the proper implementation of a management system.
These International Standards can provide assistance to organizations when they are implementing or seeking to improve their management systems or processes.

ISO 10001 Customer Satisfaction – Guidelines for codes of conduct.

Provides guidance in determining which provisions established by the organization regarding the satisfaction of their customers really satisfy their needs and expectations.
Its proper use can increase customer confidence in an organization and improve customer understanding of what can expect from an organization.
This reduces the likelihood of misunderstandings and complaints.

ISO 10002 customer satisfaction – Guidelines for processing complaints or managing claims.

Provides guidance on the process of processing the claims.
Provides guidelines on how to recognize and respond to needs and expectations of the complainants and the resolution of the complaints received.
Aims at simple, easy, open, effective management of complaints including updating staff skills.
It also has a guide for small businesses.

ISO 10003 customer satisfaction – Guidelines for resolution of conflicts externally.

Provides guidance for conflict resolution Effective and efficient externalization of product-related complaints.
It is an interesting guide to conflict resolution.
Provides a means of recourse when organizations fail to remedy a complaint internally.
Most complaints can be resolved successfully within the organization, without contentious procedures.

ISO 10004 Guidelines for monitoring and measuring the customer satisfaction

Provides guidelines on actions to improve satisfaction of the customer and identify opportunities for product improvement, processes and attributes of the organization and personnel that are valued by customers.
Such actions can strengthen customer loyalty and help not only to retain it but promotes the recommendation of the organization to other potential users.

ISO 10005 Guidelines for carrying Quality Management Systems

Provides guidance on the preparation, establishment and the use of quality plans.
The quality plan is a means that allows relating the requirements from the process, product, project or contract, to work methods and the practices that support the realization of the product.
The implementation and subsequent adequate management control of a plan Quality benefits include increased confidence in compliance with the requirements is controlled and that the processes are under control which increases the level of certainty regarding the organization’s ability to achieve expected results.
It is a valuable tool for everyone involved in the management system.

ISO 10006 Guidelines for quality management in Projects

It is applicable to projects of both small organizations as large, simple or complex.
It is useful both for an individual project and for one that is part of a portfolio of projects.
It is a useful guide for project management personnel.
State what is needed to ensure that the organization is capable of carrying out a project applying the practices that they are included in the ISO series of management systems standards.

ISO 10007 Guidelines for configuration management

Its purpose is to help organizations in the application of the configuration management of technical and administrative management during the life cycle of a product.
It can be used to fulfill product identification and ensure its traceability according to the requirements specified in the ISO 9001 standard.

ISO 10008 customer satisfaction – Guidelines for trade business-to-consumer electronic

Applicable to transactions, it provides guidance on how Organizations can implement effective and efficient e-business.
Facilitates the electronic commerce transaction (B2C TEC) of the system Provide a basis for consumers to have greater trust in B2C ECTS.
Improves the capacity of organizations in their ability to satisfy consumers.
Help reduce complaints and disputes.

ISO 10012 Guide for the management of measurement processes

Provides guidance for managing measurement processes and metrological confirmation of the measuring equipment used to support and demonstrate compliance with metrological requirements.
Specifies the quality of the requirements of a management system measurements to ensure metrological certainty.

ISO/TR 10013 Guidelines for system documentation Quality management

Provides guidelines for the development and maintenance of the documentation necessary for a quality management system.
This Technical Report can be used to document systems management standards other than those in the ISO portfolio of quality management systems, e.g. management systems environmental and safety management systems.

ISO 10014 Guidelines for determination of benefits financial and economic

It is a guide with guidelines for determining benefits financial and economic arising from the application of the principles of quality management.
Facilitates the application of management principles and the selection of methods and tools that allow the sustainable success of an organization.
It is useful in developing an integrated system that targets the efficiency and its measurement.

ISO 10018 Guidelines for involvement and competence of staff

Provides guidelines to facilitate effective participation and development of human factor competencies.
A quality management system depends on the participation of competent people and that they get involved and integrated into the organization.
It is essential to identify, develop and evaluate knowledge, skills, behaviors and achieving required organizational climate for the adequate overall performance of the organization.

ISO 10019 Guidelines for the selection of consultants quality management systems

Provides a guide for the selection of systems consultants quality management and the use of its services.
Provides guidance on the process of evaluating the competence of a quality management system consultant.
Its purpose is to provide confidence that the needs and Organizational expectations for the consultant will be met for their services.

ISO 19011 Guidelines for the audit of information systems management

Provides guidance on the management of an audit program, planning and carrying out an audit of the management system, as well as in the competence and evaluation of an auditor and a team of audit.
It is applicable to auditors, organizations that implement a management systems, and those that need to carry out audits of management systems.

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