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Quality management – Customer satisfaction – Guidelines for complaints handling in organizations (ISO 10002:2018, IDT)
MS ISO 10002:2018
Status : 1st Revision
Format : PDF

This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and impro ....Read more vement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides. It is also intended Close

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Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations (ISO 10001:2018, IDT)
MS ISO 10001:2018
Status : 1st Revision
Format : PDF

This document gives guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.

This document is applicable to produc ....Read more t- and service-related codes containing promises made to customers by an organization concerning its behaviour. Such promises and related provisions are aimed at enhanced customer satisfaction. Annex A provides simplified examples of components of codes for different organizations.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer.

This document is intended for use by any organization regardless of its type or size, or the products and services it provides, including organizations that design customer satisfaction codes of conduct for use by other organizations. Annex C gives guidance specifically for small businesses.

This document is aimed at customer satisfaction codes of conduct concerning individual customers purchasing or using goods, property or services for personal or household purposes, although it is applicable to all customer satisfaction codes of conduct.

This document does not prescribe the substantive content of customer satisfaction codes of conduct, nor does it address other types of codes of conduct, such as those that relate to the interaction between an organization and its personnel, or between an organization and its suppliers. Close

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Stationary source emissions - Determination of low range mass concentration of dust - Manual gravimetric method (ISO 12141:2024, IDT)
MS ISO 12141:2024
Status : 1st Revision
Format : PDF

This document specifies the standard reference method (SRM) for the measurement of low dust concentration in ducted gaseous streams in the concentrations below 50 mg/m3 at standard conditions.
....Read more
This document is primarily developed and validated for gaseous streams emitted by waste incinerators. More generally, it can be applied to gases emitted from other stationary sources, and to higher concentrations.

If the gases contain unstable, reactive or semi-volatile substances, the measurement depends on the sampling and filter treatment conditions.

This method has been validated in field tests with special emphasis to dust concentrations around 5 mg/m3. The results of the field tests are presented in Annex A. Close

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Stationary source emissions - Determination of the mass concentration of nitrogen oxides in flue gas - Performance characteristics of automated measuring systems (ISO 10849:2022, IDT)
MS ISO 10849:2022
Status : 1st Revision
Format : PDF

This document specifies a method for the determination of nitrogen oxides (NOx) in flue gas of stationary sources and describes the fundamental structure and the key performance characteristics of aut ....Read more omated measuring systems.

The method allows continuous monitoring with permanently installed measuring systems of NOx emissions.

This document describes extractive systems and in situ (non-extractive) systems in connection with a range of analysers that operate using, for example, the following principles:

— chemiluminescence (CL);
— infrared absorption (NDIR);
— Fourier transform infrared (FTIR) spectroscopy;
— ultraviolet absorption (NDUV);
— differential optical absorption spectroscopy (DOAS);

Other equivalent instrumental methods such as laser spectroscopic techniques can be used provided they meet the minimum performance requirements specified in this document. The measuring system can be validated with reference materials, in accordance with this document, or comparable methods.

Automated measuring system (AMS) based on the principles listed above has been used successfully in this application for the measuring ranges as shown in Annex F. Close

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Quality management – Customer satisfaction – Guidelines for monitoring and measuring (ISO 10004:2018, IDT)
MS ISO 10004:2018
Status : 1st Revision
Format : PDF

This document gives guidelines for defining and implementing processes to monitor and measure customer satisfaction.

This document is intended for use by any organization regardless of ....Read more its type or size, or the products and services it provides. The focus of this document is on customers external to the organization.

NOTE Throughout this document, the terms “product” and “service” refer to the outputs of an organization that are intended for, or required by, a customer. Close

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Quality management – Customer satisfaction – Guidelines for dispute resolution external to organizations (ISO 10003:2018, IDT)
MS ISO 10003:2018
Status : 1st Revision
Format : PDF

This document gives guidelines for an organization to plan, design, develop, operate, maintain and improve an effective and efficient dispute-resolution process for complaints that have not been resol ....Read more ved by the organization.

This document is applicable to:
— complaints relating to the organization’s products and services, the complaints-handling process or dispute-resolution process;
— resolution of disputes arising from domestic or cross-border business activities, including those arising from electronic commerce.
This document is intended for use by any organization regardless of its type or size, or the products and services it provides, and deals with:
— guidance on determining when and how organizations can participate in dispute resolution;
— guidance on the selection of providers and use of their services;
— top management involvement in, and commitment to, dispute resolution and deployment of adequate resources within the organization;
— the essentials for fair, suitable, transparent and accessible dispute resolution;
— guidance on management of an organization’s participation in dispute resolution;
— monitoring, evaluating and improving the dispute-resolution process.

This document is particularly aimed at dispute resolution between an organization and
— individuals purchasing or using products and services for personal or household purposes, or
— small businesses.

This document does not apply to the resolution of other types of disputes, such as employment disputes. It does not apply to complaints handling within an organization. Close

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Reference materials – Requirements and recommendations for use (ISO 33403:2024, IDT)
MS ISO 33403:2024
Status : 1st Revision
Format : PDF

This document describes good practice in using reference materials (RMs), and certified reference materials (CRMs) in particular, in measurement processes. These uses include:

— the a ....Read more ssessment of precision and trueness of measurement methods;
— quality control;
— assigning values to materials;
— calibration;
— establishing conventional scales.

This document also relates key characteristics of various types of RMs to the different applications.

The preparation of RMs for calibration is also part of the scope of ISO 17034 and ISO 33405. The treatment in this document is limited to the fundamentals of small-scale preparation of RMs and the value assignment, as used by laboratories to calibrate their equipment. Larger scale production of such RMs, with the possible aim of distribution, is beyond the scope of this document. This type of activity is covered in ISO 17034 and ISO 33405. Close

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Reference materials – Contents of certificates, labels and accompanying documentation (ISO 33401:2024, IDT)
MS ISO 33401:2024
Status : 1st Revision
Format : PDF

This document is intended to help reference material producers (RMPs) in preparing clear and concise documentation to accompany a reference material (RM). It lists and explains mandatory, recommended ....Read more and other categories of information to be considered in the preparation of product information sheets and RM certificates. This information can be used by RM users and other stakeholders in confirming the suitability of an RM or certified reference material (CRM).

This document also contains the minimum requirements for a label attached to the container of an individual RM unit. Close

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Security management systems for the supply chain – Best practices for implementing supply chain security, assessments and plans – Requirements and guidance (ISO 28001:2007, IDT)
MS ISO 28001:2007
Status : Original
Format : PDF

This International Standard provides requirements and guidance for organizations in international supply chains to

⎯ develop and implement supply chain security processes;
⎯ ....Read more establish and document a minimum level of security within a supply chain(s) or segment of a supply chain;
⎯ assist in meeting the applicable authorized economic operator (AEO) criteria set forth in the World Customs Organization Framework of Standards and conforming national supply chain security programmes.

NOTE Only a participating National Customs Agency can designate organizations as AEOs in accordance with its supply chain security programme and its attendant certification and validation requirements. Close

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Security and resilience – Security management systems - Requirements (ISO 28000:2022 + Amd.1:2024, IDT)
MS ISO 28000:2024
Status : Original
Format : PDF

This document specifies requirements for a security management system, including aspects relevant to the supply chain.

This document is applicable to all types and sizes of organization ....Read more s (e.g. commercial enterprises, government or other public agencies and non-profit organizations) which intend to establish, implement, maintain and improve a security management system. It provides a holistic and common approach and is not industry or sector specific.

This document can be used throughout the life of the organization and can be applied to any activity, internal or external, at all levels. Close

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