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HOŞGELDİNİZ

The 10000 series

Ing. Giorgio Romani

Certification Office

TÜV InterCert GmbH – Group of TÜV Saarland

Why a new attention to the ISO

10000 standard series?

o The Standard ISO 9001:2008, in several specific points, now found

in the regulations of the ISO 10000 series.

o The standards of the ISO 10000 series, in their latest revision, are

all closely connected to specific points of ISO 9001, provides an

easy to understand and enrich the application.

o They are systematically mentioned by associating with the relevant

sections of the standard, also based on the matches found in the

document: TC 176 N613R1 Selection and Use of the ISO 9000

Family of Standards.

3 TÜV INTERCERT GmbH – Group of TÜV Saarland

ISO 10000 standards associated with ISO 9001


ISO 10000 series guides

o ISO 10001:2007 Quality management -- Customer satisfaction – Guidelines for codes of conduct

for organizations

o ISO 10002:2004 Quality management -- Customer satisfaction – Guidelines for complaints

handling in organizations

o ISO 10003:2007 Quality management -- Customer satisfaction – Guidelines for dispute resolution

external to organizations

o ISO 10004:2012 Quality management -- Customer satisfaction – Guidelines for monitoring and

measuring

o ISO 10005:2005 Quality management systems -- Guidelines for quality plans

o ISO 10006:2003 Quality management systems -- Guidelines for quality management in projects

o ISO 10007:2003 Quality management systems -- Guidelines for configuration management

o ISO 10012:2003 Measurement management systems -- Requirements for measurement

processes and measuring equipment

o ISO/TR 10013:2001 Guidelines for quality management system documentation

o ISO 10014:2006 Quality management -- Guidelines for realizing financial and economic benefits

o ISO 10015:1999 Quality management -- Guidelines for training

o ISO/TR 10017:2003 Guidance on statistical techniques for ISO 9001:2000

o ISO 10019:2005 Guidelines for the selection of quality management system consultants and use

of their services


http://www.iso.org/iso/home/store/catalogue_tc/catalogue_detail.htm?csnumber=38450




















































ISO 10001:2007 Quality management -- Customer satisfaction –

Guidelines for codes of conduct for organizations








o What is a code of conduct?

o The code of conduct for customer satisfaction is

promises, made to customers (3.4) by an organization (3.6)

concerning its behaviour, that are aimed at enhanced customer

satisfaction (3.5) and related provisions [3.1]

o NOTE 1 Related provisions can include objectives, conditions,

limitations, contact information and complaints handling procedures.





o Contents

o Introduction

o 1 Scope

o 2 Normative references

o 3 Terms and definitions

o 4 Guiding principles

o 5 Code framework

o 6 Planning, design and development

o 7 Implementation

o 8 Maintenance and improvement






o 6.1 Determine code objectives

o 6.2 Gather and assess information ->Annex G

o 6.3 Obtain and assess input from relevant interested parties

->Annex E

o 6.4 Prepare code ->Annex H

o 6.5 Prepare performance indicators ->Annex A

o 6.6 Prepare code procedures ->Annex I

o 6.7 Prepare internal and external communication plan ->Annex I

o 6.8 Determine resources needed





o Annex A (informative) Simplified examples of components of codes

for different organizations

o Annex B (informative) Interrelationship of ISO 10001, ISO 10002

and ISO 10003

o Annex C (informative) Guidance for small businesses

o Annex D (normative) Guidance on accessibility

o Annex E (normative) Guidance oninput from interested parties

o Annex F (informative) Code framework

o Annex G (informative) Guidance on adopting a code provided by

another organization

o Annex H (normative) Guidance on preparing the code

o Annex I (normative) Guidance on preparing communication plans




Guidelines for complaints handling in organizations





o Contents

o 1 Scope




o 4.1 General

o 4.2 Visibility

o 4.3 Accessibility

o 4.4 Responsiveness

o 4.5 Objectivity

o 4.6 Charges

o 4.7 Confidentiality

o 4.8 Customer-focused approach

o 4.9 Accountability

o 4.10 Continual improvement

o 5 Complaints-handling

framework

o 5.1 Commitment

o 5.2 Policy

o 5.3 Responsibility and authority

o 6 Planning and design

o 6.1 General

o 6.2 Objectives

o 6.3 Activities

o 6.4 Resources

o 7 Operation of complaints-

handling process









o 7 Operation of complaints-

handling process

o 7.1 Communication

o 7.2 Receipt of complaint

o 7.3 Tracking of complaint

o 7.4 Acknowledgement of

complaint

o 7.5 Initial assessment of

complaint

o 7.6 Investigation of complaints

o 7.7 Response to complaints

o 7.8 Communicating the decision

o 7.9 Closing the complaint

o 8 Maintenance and

improvement

o 8.1 Collection of information

o 8.2 Analysis and evaluation of

complaints

o 8.3 Satisfaction with the

complaints-handling process

o 8.4 Monitoring of the complaints-

handling process

o 8.5 Auditing of the complaints-

handling process

o 8.6 Management review of the

complaints-handling process

o 8.7 Continual improvement








o Annex A (informative) Guidance for small businesses

o Annex B (informative) Form for complainant

o Annex C (informative) Objectivity

o Annex D (informative) Complaint follow-up form

o Annex E (informative) Responses

o Annex F (informative) Escalation flowchart

o Annex G (informative) Continual monitoring

o Annex H (informative) Audit







Guidelines for dispute resolution external to organizations








o dispute

o ⟨dispute resolution⟩ disagreement, arising from a complaint (3.3),

submitted to a provider (3.9) [3.6]

o Dispute resolution gives an avenue of redress when organizations

do not remedy a complaint internally. [0.1]








o Introduction

o 1 Scope




o 5 Dispute-resolution framework


o 7 Operations









o 7 Operations

o 7.1 General -> Annex M

o 7.2 Complaint referral

o 7.3 Receipt of dispute notice

o 7.4 Formulation of the organization’s response

7.4.1 Evaluation of dispute

7.4.2 Development of initial position

o 7.5 Resolution of dispute

7.5.1 Facilitative method -> Annex A

7.5.2 Advisory and determinative methods -> Annex A

7.5.3 Settlement

7.5.4 Acceptance of recommendation -> Annex A

7.5.5 Review of determinative decision

o 7.6 Implementation of resolution

o 7.7 Closing the file 18 TÜV INTERCERT GmbH – Group of TÜV Saarland







o Annex A (informative) Guidance on dispute-resolution methods

o Annex B (informative) Inter-relationship of ISO 10001, ISO 10002 and

ISO 10003

o Annex C (normative) Guidance on consent to participate

o Annex D (normative) Guidance on accessibility

o Annex E (normative) Guidance on suitability

o Annex F (normative) Guidance on fairness

o Annex G (normative) Guidance on competence

o Annex H (normative) Guidance on timeliness

o Annex I (normative) Guidance on transparency

o Annex J (informative) Guidance on selecting providers

o Annex K (informative) Guidance on dispute-resolution policy

o Annex L (informative) Guidance on elements of design for dispute

resolution

o Annex M (informative) Dispute-resolution flowchart 19 TÜV INTERCERT GmbH – Group of TÜV Saarland






Guidelines for monitoring and measuring








o 1 Scope



o 4 Concept and guiding principles

o 4.1 General

o 4.2 Concept of customer satisfaction

o 4.3 Guiding principles

o 5 Framework for monitoring and measuring customer

satisfaction

o 6 Planning

o 6.1 Defining the purpose and objectives

o 6.2 Determining the scope and frequency

o 6.3 Determining implementation methods and responsibilities

o 6.4 Allocating resources





o 7 Operation

o 7.1 General

o 7.2 Identifying customer expectations

o 7.3 Gathering customer satisfaction data

o 7.4 Analysing customer satisfaction data

o 7.5 Communicating customer satisfaction information

o 7.6 Monitoring customer satisfaction






o AnnexA (normative) Conceptual model of customer satisfaction

o AnnexB (normative)Identificationof customer expectations

o Annex C (normative) Direct measurement of customer satisfaction

o Annex D (normative) Analysis of customer satisfaction data

o Annex E (normative) Using customer satisfaction information

o Annex F (informative) Relationship between this International

Standard, ISO10001, ISO10002 and ISO10003



ISO 10005:2005 Quality management systems -- Guidelines for

quality plans




quality plans

o 1 Scope

o This International Standard provides guidelines for the development,

review, acceptance, application and revision of quality plans.

o It is applicable whether or not the organization has a management

system in conformity with ISO 9001.

o This International Standard is applicable to quality plans for a

process, product, project or contract, any product category

(hardware, software, processed materials and services) and any

industry.

o It is focused primarily on product realization and is not a guide to

organizational quality management system planning.







quality plans

o 1 Scope



o 4 Development of a quality plan

o 5 Content of the quality plan

o 6 Review, acceptance, implementation and revision of the quality

plan

o Annex A (informative) Simplified examples of formats for the

presentation of quality plans

o Annex B (informative) Correspondence between ISO 10005:2005

and ISO 9001:2000







quality management in projects








o Project

o unique process, consisting of a set of coordinated and controlled

activities (3.1) with start and finish dates, undertaken to achieve

an objective conforming to specific requirements, including the

constraints of time, cost and resources [3.5]








o Project Management Process:

5.2 Strategic process

6.1 Resource-related processes

6.2 Personnel-related processes

7.2 Interdependency-related processes

7.3 Scope-related processes

7.4 Time-related processes

7.5 Cost-related processes

7.6 Communication-related processes

7.7 Risk-related processes

7.8 Purchasing-related processes

8.1 Improvement-related processes

8.2 Measurement and analysis

8.3 Continual improvement









5.2 Strategic process

6.1 Resource-related

processes

6.2 Personnel-related

processes

A process that furnish orientations and include the planning

of determination and execution of the quality managemnt

system based on the application of the principles of quality

management

Resource planning

Resource control

Resource planning

Construction of Team

Personnel assignation

Identification, evaluation, programming and assigning of adequate resource

Confrontation of the effective use respect

to the resource plans and adoption of measures, if necessary

Organizational structure suitable to reply to

the exigences of project and including the

identification of the role in the project and

the definition of authorities and responsibilities

Choose and assignation of adequate

personnel with appropriate competence to satisfy the exigences of project

Development of individual and collective

skills and abilities to improve the project performance







o Risk related process:

Identification: determination of the project risks

Evaluation: evaluation of the probability of occour of risk events

and thair impact on the project

Treatment: development of plans for manage the risks

Control: Application and update of risk plans




configuration management





o Configuration

o interrelated functional and physical characteristics of a product

defined in product configuration information (3.9) [3.3]








o The purpose of this International Standard is to enhance common understanding of

the subject, to promote the use of configuration management, and to assist

organizations applying configuration management to improve their performance.

o Configuration management is a management activity that applies technical and

administrative direction over the life cycle of a product, its configuration items, and

related product configuration information.

o Configuration management documents the product’s configuration. It provides

identification and traceability, the status of achievement of its physical and functional

requirements, and access to accurate information in all phases of the life cycle.

o Configuration management can be implemented based on the size of the

organization and the complexity and nature of the product.

o Configuration management can be used to meet the product identification and

traceability requirements specified in ISO 9001.








o Introduction

o 1 Scope



o 4 Configuration management responsibility

o 4.1 Responsibilities and authorities

o 4.2 Dispositioning authority

o 5 Configuration management process

o 5.1 General

o 5.2 Configuration management planning

o 5.3 Configuration identification

o 5.4 Change control

o 5.5 Configuration status accounting

o 5.6 Configuration audit

o Annex A (informative) Structure and content of a configuration management plan






ISO 10012:2003 Measurement management systems --

Requirements for measurement processes and measuring

equipment






ISO/TR 10013:2001 Guidelines for quality management system

documentation






ISO/TR 10013:2001 Guidelines for quality management system

documentation

o 1 Scope

o This Technical Report provides guidelines for the development and

maintenance of the documentation necessary to ensure an effective

quality management system, tailored to the specific needs of the

organization. The use of these guidelines will aid in establishing a

documented system as required by the applicable quality

management system standard.

o This Technical Report may be used to document management

systems other than that of the ISO 9000 family, for example

environmental management systems and safety management

systems.



ISO 10014:2006 Quality management -- Guidelines for realizing

financial and economic benefits








o Introduction

o 1 Scope



o 4 Structure of this standard

o 5 Application of the management principles

o Annex A (informative) Self-assessment of implementation of

management principles

o Annex B (informative) Brief summaries of methods and tools

referenced in Clause 5



ISO 10015:1999 Quality management -- Guidelines for training






ISO/TR 10017:2003 Guidance on statistical techniques for ISO

9001:2000






ISO 10019:2005 Guidelines for the selection of quality

management system consultants and use of their services



ISO 10019:2005 Guidelines for the selection of quality

management system consultants and use of their services

o 1 Scope



o 4 Selection of a QMS consultant

o 4.1 Input to the QMS consultant selection process

o 4.1.1 The organization’s needs and expectations of the QMS consultant

o 4.1.2 Evaluation of the competence of the QMS consultant

o 4.1.3 QMS consultant’s role

o 4.2 QMS consultant’s competence

o 4.2.1 Personal attributes

o 4.2.2 Education, knowledge and skills

o 4.2.3 Quality management specific knowledge and skills

o 4.2.4 Organization specific knowledge and skills

o 4.2.5 Work experience

o 4.3 Maintenance and improvement of competence

o 4.4 Ethical considerations

o 5. Use of the QMS consultant's services

o 5.1 QMS consultant services

o 5.2 QMS consultant services contract

o 5.3 Process of using QMS consultant services – General considerations






Thank You

For Your attention!

Have You any question?

TÜV INTERCERT GmbH ● Group of TÜV Saarland 49

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