ANSI/ISO/ASQ Q10002-2004 质量管理.客户满意度.机构投诉处理指南
【英文标准名称】: Quality Management - Customer Satisfaction - Guidelines for Complaints Handling in Organizations 【原文标准名称】: 质量管理.客户满意度.机构投诉处理指南 【标准号】: ANSI/ISO/ASQ Q10002-2004 【标准状态】: 现行 【国别】: 美国 【发布日期】: 2006-05-16 【实施或试行日期】: 【发布单位】: 美国国家标准学会(US-ANSI)【起草单位】: ASQ (ASC Z1)【标准类型】: ()【标准水平】: ()【中文主题词】: 商业;商业的;投诉;消费者满意;客户;设计;电子商务;搬运;执行;IT系统;管理;组织;机构;质量管理【英文主题词】: Commerce;Commercial;Complaints;Customer satisfaction;Customers;Design;Electronic commerce;Handling;Implementation;IT systems;Management;Organization;Organizations;Quality management【摘要】: This International Standard provides guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce. It is intended to benefit an organization and its customers, complainants and other interested parties.【中国标准分类号】: A00【国际标准分类号】: 03_120_10;03_080_30【页数】: 【正文语种】: 英语
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