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ISO/TC176 TG 01

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: p rovide a summary of ISO 10008:2013

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ISO/TC176 TG 01

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  1. DRAFTISO 10008:2013OverviewCustomer satisfaction — Guidelines for business-to-consumer electronic commerce transactions ISO/TC176 TG 01

  2. 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

  3. 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

  4. Introduction Introduction to ISO 10008:2013 • 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

  5. Contents ISO 10008:2013Contents • 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

  6. Contents ISO 10008:2013Contents • 6 Single-phase processes 6.1 Pre-transaction phase6.2 In-transaction phase, 6.3 Post-transaction phase • 7 Multi-phase processes 7.1 Consumer interaction7.2 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

  7. 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

  8. 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

  9. 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

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