ГОСТ Р 54732-2011/ISO/TS 10004:2010 Менеджмент качества. Удовлетворенность потребителей. Руководящие указания по мониторингу и измерению (Переиздание)

[1]

ISO 9001:2008

Quality management systems - Requirements

[2]

ISO 9004:2009

Managing for the sustained success of an organization - A quality management approach

[3]

ISO 10001:2007

Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations

[4]

ISO 10002:2004

Quality management - Customer satisfaction - Guidelines for complaints handling in organizations

[5]

ISO 10003:2007

Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations

[6]

ISO/TR 10017:2003

Guidance on statistical techniques for ISO 9001:2000

[7]

ISO/TR 13425:2006

Guidelines for the selection of statistical methods in standardization and specification

УДК 658.562.014:006.354

ОКС 03.120.10

Ключевые слова: менеджмент качества, удовлетворенность потребителей, мониторинг и измерение, концепция удовлетворенности потребителей