dispute

<customer satisfaction> disagreement, arising from a complaint (3.9.3), submitted to a DRP-provider (3.2.7)

Note 1

Some organizations (3.2.1) allow their customers (3.2.4) to express their dissatisfaction to a DRP-provider in the first instance. In this situation, the expression of dissatisfaction becomes a complaint when sent to the organization for a response, and becomes a dispute if not resolved by the organization without DRP-provider intervention. Many organizations prefer their customers to first express any dissatisfaction to the organization before utilizing dispute resolution external to the organization.

Bron

ISO 10003:2007, 3.6, modified

Norm

NEN-EN-ISO 9000:2015 en

Titel

Quality management systems - Fundamentals and vocabulary

Paragraaf

3.9.6

dispute

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