1. DRAFT ISO 10001:2018 Revision Overview Quality management — Customer satisfaction — Guidelines for codes of conduct for organizations
ISO/TC176 TG 01

2. Purpose The intention of this presentation is to:
provide a summary of notable changes from ISO 10001:2007 to ISO 10001:2018
ISO/TC 176/TG 01

3. Introduction Introduction to ISO 10001:2018
This document provides guidance to assist an organization in determining that its customer satisfaction code provisions meet customer needs and expectations, and that the customer satisfaction code is accurate and not misleading
Maintaining a high level of customer satisfaction is a significant challenge for many organizations
One way of meeting this challenge is to put in place and use a customer satisfaction code of conduct
A customer satisfaction code of conduct can be part of an effective approach to complaints management
Published July 2018
ISO/TC 176/TG 01

4. Main Changes Main changes of the ISO 10001:2018 revision
The main changes compared with the previous edition are as follows:
alignment with ISO 9000:2015
alignment with ISO 9001:2015
improved alignment with ISO 10002, ISO and ISO 10004
ISO/TC 176/TG 01

5. Benefits Benefits of using ISO 10001:2018 Complaints prevention
Internal complaints handling
External dispute resolution
Enhances fair trade practices
Improves customer understanding of what to expect from the organization
Increases customer confidence in the organization
ISO/TC 176/TG 01

6. Summary The ISO 10001:2018 standard:
Provides concepts for improving customer satisfaction
Outlines how organizations can manage code of conduct in a systematic manner to enhance customer satisfaction
Can be used in any kind of organization
ISO/TC 176/TG 01

7. For more information ISO/TC 176 SC2 Support Material
To obtain a copy of ISO 10001:2018
ISO/TC 176/TG 01