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CEN Guide 15:2012

Current
Current

The latest, up-to-date edition.

Guidance document for the development of service standards
Published date

02-01-2012

Foreword
Introduction
1 Scope
2 Terms and definitions
3 Pre-normative phase
4 Potential content of a service standard
5 Interface with legal requirements
6 Interface with management systems
7 Addressing other horizontal issues
8 Measurement of service quality
Annex A (informative) - The service lifecycle model
Annex B (informative) - Service Environmental checklist
Bibliography

This Guide [see 3.6, e)] provides a methodology for developing generic or sector specific standards in the fieldof services, taking into account the needs and requirements of stakeholders, including consumers (2.7).This Guide is designed to support all those interested in or involved with developing standards in the area ofservices, whether public or private sector, business to business (2.3), business to government (2.5), businessto consumer (2.4) or government to the public (2.10), irrespective of their activity sector or sub-sector.This Guide helps identify in a systematic way topics that each service sector may like to consider for theirinclusion in the standard and also helps organise such information.This Guide also clarifies the interface of service standards with management systems (2.12) or legalrequirements and tackles other relevant aspects.

Committee
CEN/Guides
DocumentType
Guide
PublisherName
Comite Europeen de Normalisation
Status
Current

Standards Relationship
UNE-CEN GUIA 15:2012 IN Identical

DIN EN 16636:2015-05 PEST MANAGEMENT SERVICES - REQUIREMENTS AND COMPETENCES
DIN EN 16636 E : 2015 PEST MANAGEMENT SERVICES - REQUIREMENTS AND COMPETENCES
UNE-EN 16636:2015 Pest management services - Requirements and competences
CEN/CLC Guide 32:2016 Guide for addressing climate change adaptation in standards
I.S. EN 16636:2015 PEST MANAGEMENT SERVICES - REQUIREMENTS AND COMPETENCES
BS EN 16636:2015 Pest management services. Requirements and competences
EN 16636:2015 Pest management services - Requirements and competences

ISO 10001:2007 Quality management Customer satisfaction Guidelines for codes of conduct for organizations
ISO/TS 10004:2010 Quality management Customer satisfaction Guidelines for monitoring and measuring
IEC GUIDE 109:2012 Environmental aspects - Inclusion in electrotechnical product standards
ISO/IEC Guide 76:2008 Development of service standards Recommendations for addressing consumer issues
ISO 10667-2:2011 Assessment service delivery Procedures and methods to assess people in work and organizational settings Part 2: Requirements for service providers
CEN/CLC Guide 6:2014 Guide for addressing accessibility in standards
CEN Guide 14:2010 Common policy guidance for addressing standardisation on qualification of professions and personnel
ISO/TR 9241-100:2010 Ergonomics of human-system interaction — Part 100: Introduction to standards related to software ergonomics
ISO 26000:2010 Guidance on social responsibility
ISO 10667-1:2011 Assessment service delivery Procedures and methods to assess people in work and organizational settings Part 1: Requirements for the client
ISO 10003:2007 Quality management Customer satisfaction Guidelines for dispute resolution external to organizations
ISO 10075-3:2004 Ergonomic principles related to mental workload Part 3: Principles and requirements concerning methods for measuring and assessing mental workload
ISO 10002:2014 Quality management Customer satisfaction Guidelines for complaints handling in organizations
ISO Guide 72:2001 Guidelines for the justification and development of management system standards
EN ISO 9001:2015 Quality management systems - Requirements (ISO 9001:2015)
CEN Guide 4:2008 GUIDE FOR ADDRESSING ENVIRONMENTAL ISSUES IN PRODUCT STANDARDS
CEN/CENELEC GUIDE 17 : 2010 GUIDANCE FOR WRITING STANDARDS TAKING INTO ACCOUNT MICRO, SMALL AND MEDIUM-SIZED ENTERPRISES (SMES) NEEDS

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