ISO Standards


Full e-content is available for viewing at the National Library Level 7.


Geometrical Product Specifications (GPS) -- Standard reference temperature for geometrical product specification and verification
   Abstract

This International Standard specifies the standard reference temperature for geometrical product specifications.

: ISO 1:2002 | : ISO
: Soft Copy | : Published
Quality management -- Customer satisfaction -- Guidelines for codes of conduct for organizations
   Abstract

ISO 10001:2007 provides guidance for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. ISO 10001:2007 is applicable to product-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.


ISO 10001:2007 is intended for use by organizations regardless of type, size and product provided, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.


ISO 10001:2007 does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers.


ISO 10001:2007 is not intended for certification or for contractual purposes, and it is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.

: ISO 10001:2007 | : ISO
: Soft Copy | : Published
Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations
   Abstract

ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.


ISO 10002:2014 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes.


It is also intended for use by organizations of all sizes and in all sectors. Annex A provides guidance specifically for small businesses.


ISO 10002:2014 addresses the following aspects of complaints handling:



  • enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints received, and enhancing the organization's ability to improve its product and customer service;

  • top management involvement and commitment through adequate acquisition and deployment of resources, including personnel training;

  • recognizing and addressing the needs and expectations of complainants;

  • providing complainants with an open, effective, and easy-to-use complaints process;

  • analysing and evaluating complaints in order to improve the product and customer service quality;

  • auditing of the complaints-handling process;

  • reviewing the effectiveness and efficiency of the complaints-handling process.

: ISO 10002:2014 | : ISO
: Soft Copy | : Published
Quality management -- Customer satisfaction -- Guidelines for dispute resolution external to organizations
   Abstract

ISO 10003:2007 provides guidance for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resolved by the organization. ISO 10003:2007 is applicable to:



  • complaints relating to the organization's products intended for, or required by, customers, the complaints-handling process or dispute-resolution process;

  • resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.


ISO 10003:2007 is intended for use by organizations regardless of type, size and product provided, and deals with



  • guidance on determining when and how organizations can participate in dispute resolution,

  • guidance on the selection of providers and use of their services,

  • top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization,

  • the essentials for fair, suitable, transparent and accessible dispute resolution,

  • guidance on management of an organization's participation in dispute resolution, and

  • monitoring, evaluating and improving the dispute-resolution process.


ISO 10003:2007 is not intended for certification or for contractual purposes. It does not apply to the resolution of other types of disputes, such as employment disputes. It is not intended to change any rights or obligations provided by applicable statutory and regulatory requirements.


ISO 10003:2007 does not apply to complaints handling within an organization.

: ISO 10003:2007 | : ISO
: Soft Copy | : Published
Quality management -- Customer satisfaction -- Guidelines for monitoring and measuring
   Abstract

ISO 10004:2012 provides guidance in defining and implementing processes to monitor and measure customer satisfaction.


ISO 10004:2012 is intended for use by organizations regardless of type, size or product provided. The focus of ISO 10004:2012 is on customers external to the organization.

: ISO 10004:2012 | : ISO
: Soft Copy | : Published
Quality management systems -- Guidelines for quality plans
   Abstract

ISO 10005:2005 provides guidelines for the development, review, acceptance, application and revision of quality plans. It is applicable whether or not the organization has a management system in conformity with ISO 9001.


ISO 10005:2005 is applicable to quality plans for a process, product, project or contract, any product category (hardware, software, processed materials and services) and any industry. It is focused primarily on product realization and is not a guide to organizational quality management system planning.


ISO 10005:2005 is a guidance document and is not intended to be used for certification or registration purposes.

: ISO 10005:2005 | : ISO
: Soft Copy | : Published
Quality management systems -- Guidelines for quality management in projects
   Abstract

ISO 10006:2003 gives guidance on the application of quality management in projects.


It is applicable to projects of varying complexity, small or large, of short or long duration, in different environments, and irrespective of the kind of product or process involved. This can necessitate some tailoring of the guidance to suit a particular project.


ISO 10006:2003 is not a guide to "project management" itself. Guidance on quality in project management processes is discussed in this International Standard. Guidance on quality in a project's product-related processes, and on the "process approach", is covered in ISO 9004.


Since ISO 10006:2003 is a guidance document, it is not intended to be used for certification/registration purposes.

: ISO 10006:2003 | : ISO
: Soft Copy | : Published
Quality management systems -- Guidelines for configuration management
   Abstract

ISO 10007:2003 gives guidance on the use of configuration management within an organization. It is applicable to the support of products from concept to disposal.


It first outlines the responsibilities and authorities before describing the configuration management process that includes configuration management planning, configuration identification, change control, configuration status accounting and configuration audit.


Since ISO 10007:2003 is a guidance document, it is not intended to be used for certification/registration purposes.

: ISO 10007:2003 | : ISO
: Soft Copy | : Published
Quality management -- Customer satisfaction -- Guidelines for business-to-consumer electronic commerce transactions
   Abstract

ISO 10008:2013 provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization.


It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity.


ISO 10008:2013 is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements.


ISO 10008:2013 aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers' confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers.


The guidance given in ISO 10008:2013 can complement an organization's quality management system.

: ISO 10008:2013 | : ISO
: Soft Copy | : Published
Measurement management systems -- Requirements for measurement processes and measuring equipment
   Abstract

ISO 10012:2003 specifies generic requirements and provides guidance for the management of measurement processes and metrological confirmation of measuring equipment used to support and demonstrate compliance with metrological requirements. It specifies quality management requirements of a measurement management system that can be used by an organization performing measurements as part of the overall management system, and to ensure metrological requirements are met.


ISO 10012:2003 is not intended to be used as a requisite for demonstrating conformance with ISO 9001, ISO 14001 or any other standard. Interested parties can agree to use ISO 10012:2003 as an input for satisfying measurement management system requirements in certification activities. Other standards and guides exist for particular elements affecting measurement results, for example, details of measurement methods, competence of personnel, interlaboratory comparisons.


ISO 10012:2003 is not intended as a substitute for, or as an addition to, the requirements of ISO/IEC 17025.

: ISO 10012:2003 | : ISO
: Soft Copy | : Published