GB/T 19014-2019/ISO 10004:2018
质量管理顾客满意 监视和测量指南
Quality management—Customer satisfaction— Guidelines for monitoring and measuring (ISO 10004:2018,IDT) 2019-12-31 发布
2020-07-01 实施
目 次
前言..........................................1
引言..........................................1
1范围.........................................1
2规范性引用文件..........................................1
3术语和定义............................................1
4概念和指导原则 ...................................2
4.1总则......................................2
4.2顾客満意的概念.................................2
4.3指导原则....................................2
5顾客満意监视和测址框架......................................4
5.1组织环境....................................4
5.2建立......................................4
6策划、设计和开发...................................4
6.1确定目的和目标.................................4
6.2确定范围和频次.................................5
6.3确定实施方法和职责...............................5
6.4配置资源....................................5
7运行...............................................5
7.1总则......................................5
7.2识别顾客期望..................................6
7.3收集顾客満意数据................................6
7.4分析顾客満意数据................................8
7.5沟通顾客満意信息................................9
7.6监视顾客満意.................................10
8保持和改进.....................................10
酎录A （资料性附录）ISO 10001JSO 10002JSG 10003和本标准的相互关系 .12
附录B （资料性附录）顾客满意概念模型 .............................13
附录C （资料性附录）识别顾客期望................................15
附«D（资料性附录）顾客满意的直接测址..............................17
附录E《资料性附录）顾客満意数据的分析........................21
酎录F （资料性附录）使用顾客満意信息 .............................25
参考文献.............................................26