DRAFT ISO 10008:2013 Overview Customer satisfaction — Guidelines for business-to-consumer electronic commerce transactions ISO/TC176 TG 01

Purpose The intention of this presentation is to: provide a summary of ISO 10008:2013 Note: This International Standard is compatible with ISO 9001 and ISO 9004 and supports the objectives of these two standards through the effective and efficient application of a B2C ECT system. ISO/TC 176/TG 01

Definition What is a Business-to-consumer electronic commerce transaction? Business-to-consumer electronic commerce transaction (B2C ECT) is a set of interactions between an organization and a consumer for the provision of a product facilitated online. ISO/TC 176/TG 01

Introduction Introduction to ISO 10008:2013 Published June 2013 This International Standard provides guidance to organizations for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transactions system An effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system can assist consumers and organizations in addressing all aspects of a transaction 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 Published June 2013 ISO/TC 176/TG 01

Contents ISO 10008:2013 Contents 1 Scope 2 Normative references 3 Terms and Definitions 4 Guiding principles 4.1 General 4.2 Commitment 4.3 Capacity 4.4 Competence 4.5 Suitability 4.6 Accuracy 4.7 Transparency 4.8 Accessibility 4.9 Responsiveness 4.10 Consent 4.11 Fairness 4.12 Accountability 4.13 Legality 4.14 Privacy 4.15 Security 4.16 Integration 4.17 Improvement 5 Business-to-consumer electronic commerce transaction system 5.1 Framework 5.2 Objectives 5.3 Processes 5.4 Resources 5.5 Connectivity

Contents ISO 10008:2013 Contents 6 Single-phase processes 6.1 Pre-transaction phase 6.2 In-transaction phase, 6.3 Post-transaction phase 7 Multi-phase processes 7.1 Consumer interaction 7.2 Consumer data management 8 Maintenance and improvement 8.1 Collection of information 8.2 Evaluation of performance of the B2C ECT system 8.3 Satisfaction with the B2C ECT system 8.4 Review of the B2C ECT system 8.5 Continual improvement Annex A (informative) Customer satisfaction and consumer needs in the B2C ECT context Annex B (informative) Supplementary references Annex C (normative) Guidance on information provision Annex D (informative) Guidance concerning an organization’s B2C

Benefits Benefits of using ISO 10008:2013 This International Standard gives guidance on how organizations can implement such a B2C ECT system and thereby: provide a basis for consumers to have increased confidence in B2C ECTs; enhance the ability of organizations to satisfy consumers; help reduce complaints and disputes. ISO/TC 176/TG 01

Summary The ISO 10008:2013 standard: provides concepts for improving business-to-consumer electronic commerce transaction (B2C ECT); is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction; supports ISO 9001 and ISO 9004. ISO/TC 176/TG 01

For more information To obtain a copy of ISO 10008:2013 http://www.iso.org/iso/store.htm ISO/TC 176 website https://committee.iso.org/home/tc176 ISO/TC 176/TG 01