ARP 76-2008 Development of service standards - Recommendations for addressing consumer issues《编制服务标准 对处理消费者问题的建议》.pdf

1、 Collection of SANS standards in electronic format (PDF) 1. Copyright This standard is available to staff members of companies that have subscribed to the complete collection of SANS standards in accordance with a formal copyright agreement. This document may reside on a CENTRAL FILE SERVER or INTRA

2、NET SYSTEM only. Unless specific permission has been granted, this document MAY NOT be sent or given to staff members from other companies or organizations. Doing so would constitute a VIOLATION of SABS copyright rules. 2. Indemnity The South African Bureau of Standards accepts no liability for any

3、damage whatsoever than may result from the use of this material or the information contain therein, irrespective of the cause and quantum thereof. ISBN 978-0-626-21774-7 ARP 76:2008Edition 1ISO/IEC Guide 76:2008Edition 1SABS STANDARDS DIVISION Recommended practice Development of service standards Re

4、commendations for addressing consumer issues This recommended practice is the identical implementation of ISO/IEC Guide 76:2008 and is adopted with the permission of the International Organization for Standardization. This document does not have the status of a South African National Standard. Publi

5、shed by SABS Standards Division 1 Dr Lategan Road Groenkloof Private Bag x191 Pretoria 0001 Tel: +27 12 428 7911 fax: +27 12 344 1568 www.sabs.co.za SABS ARP 76:2008 Edition 1 ISO/IEC Guide 76:2008 Edition 1 Table of changes Change No. Date Scope National foreword This recommended practice was appro

6、ved by National Committee SABS TC 185, Consumer Policy Committee (COPOLCO), in accordance with procedures of the SABS Standards Division, in compliance with annex 3 of the WTO/TBT agreement. This document was published in August 2008. First edition 2008 ISO/IEC 2008 GUIDE 76 Development of service s

7、tandards Recommendations for addressing consumer issues ARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) PDF disclaimer This PDF file may contain embedded typefaces. In accordance with Adobes licensing polic

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12、eneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ii ISO/IEC 2008 All rights reservedARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) ISO/

13、IEC 2008 All rights reserved iiiContents Page Foreword iv Introduction v 1 Scope . 1 2 Normative references . 1 3 Terms and definitions. 1 4 Key consumer principles . 4 4.1 General. 4 4.2 Information 4 4.3 Access and fairness . 4 4.4 Choice 4 4.5 Safety and security. 4 4.6 Quality 5 4.7 Redress 5 4.

14、8 Environmental issues. 6 4.9 Representation 6 4.10 Compliance with laws and regulations. 6 5 Using this Guide . 6 6 Taking account of consumer issues when developing standards 8 7 Key consumer questions to address 10 8 Detailed consideration of service elements and related topic areas 12 8.1 Genera

15、l. 12 8.2 Service provider 12 8.3 Suppliers 13 8.4 Personnel. 14 8.5 Customer . 14 8.6 Contract . 14 8.7 Billing . 15 8.8 Delivery 15 8.9 Service outcome . 16 8.10 Service environment. 16 8.11 Equipment . 17 8.12 Safeguards 17 8.13 Communication between service provider and customer 18 8.14 Communic

16、ation within service organization . 19 9 Checklist 20 Annex A (informative) Examples of possible services. 25 Annex B (informative) Illustration of the relevance of the checklist to different kinds of services. 26 Bibliography . 31 ARP 76:2008This s tandard may only be used and printed by approved s

17、ubscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) iv ISO/IEC 2008 All rights reservedForeword ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is

18、normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part

19、in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2. Draft Guides adopted by the responsible Committ

20、ee or Group are circulated to the member bodies for voting. Publication as a Guide requires approval by at least 75 % of the member bodies casting a vote. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held respo

21、nsible for identifying any or all such patent rights. ISO/IEC Guide 76 was prepared by the ISO Committee on consumer policy (COPOLCO). ARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) ISO/IEC 2008 All rights

22、 reserved vIntroduction 0.1 Standards are increasingly being developed to cover services. This Guide has been prepared to help standards developers in these areas to take account of consumer requirements. It elaborates on the aims of service standards, set out in the ISO/IEC publication The consumer

23、 and standards Guidance and principles for consumer participation in standards development 25. In addressing the major concerns of consumers, standards can help by representing a consensus on the best knowledge and experience available worldwide. 0.2 This Guide is intended for those involved in the

24、preparation and revision of standards for services, whether International Standards or national standards in developed or developing countries. With its checklist and examples, it also contains information which might be useful for others, such as service providers and educators. 0.3 Service deliver

25、y can involve complex relationships and structures, frequently involving many different organizations. Additionally, consumers engage with a variety of public services, such as medical provision or education, for which formal contracts and direct payment might not be applicable. 0.4 In a global mark

26、et, it is logical that consumers expect to benefit from access to a wider choice of services and service providers. There is also continuing demand for lower prices that are not contrived to disadvantage certain markets and communities. Quality, economy and efficiency are sought, whether or not the

27、consumer pays directly for a service. There is also increasing consumer concern about the need for sustainable development. 0.5 The Internet fuels comparisons and the growth of knowledge and provision of information on which to base choices. Globally, consumers expect that the services they engage w

28、ith, contract to and purchase will not only be consistent in quality, durability and ease of use, but also safe, environmentally friendly and fair for the communities affected by the services. 0.6 Although all people have a right of access to services, this will not always be relevant or feasible. H

29、owever, it is advisable that service providers consider the needs of all potential users, including children and those from different cultural and ethnic heritages. This will enable the services to be available to as many people as possible. The issue of accessibility and usability of products and s

30、ervices has become more critical with the increasing percentage of older persons in the worlds population. While not all older persons have disabilities, the prevalence of disability or limitations is highest among this demographic group. 0.7 The standardization of services can provide the following

31、 benefits: build consumer confidence by assuring safety, security, quality, durability and ease of use; supply accurate and appropriate information and take into account user requirements; support the development of choice and access to a wide range of users; provide appropriate and fair forms of re

32、dress, where necessary. 0.8 Many national and sectoral codes of practice exist in relation to parts of service delivery which can be considered when developing standards. However, these are most commonly drawn up from the viewpoint of the service provider and are thus not necessarily those of the co

33、nsumer. This Guide seeks to ensure that consumer needs are addressed. It also allows a common set of criteria for services across countries in which there can be many differences in the scope and application of national consumer protection legislation. 0.9 It is recognized that when developing servi

34、ce standards, it is advisable to take account of applicable statutory or regulatory requirements. ARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ARP 76:2008This s tandard may only be used and printed by approved subscription and f

35、reemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) ISO/IEC 2008 All rights reserved 1Development of service standards Recommendations for addressing consumer issues 1 Scope This Guide provides general guidance on the issues to be considered in standards for services. On the basis of this guida

36、nce, detailed standards can be prepared for any service. This Guide provides a checklist (see Clause 9) which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consum

37、er interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages. This Guide is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for

38、public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only

39、 the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. ISO 9000, Quality management systems Fundamentals and vocabulary 3 Terms and definitions For the purposes of this document, the terms and definitions given in ISO 900

40、0 and the following apply. 3.1 service result of at least one activity, necessarily performed at the interface between the supplier and customer, that is generally intangible NOTE 1 Examples of possible services are given in Annex A. NOTE 2 In ISO 9000, “product” is defined as the “result of a proce

41、ss” that encompasses four generic product categories services (e.g. transport), software (e.g. computer program, dictionary), hardware (e.g. engine mechanical part) and processed materials (e.g. lubricant) and that indicates that the product category used is based on the dominant element. A service

42、can therefore include the delivery of software, hardware and processed materials. For the purposes of this Guide, a separate definition of “service” is given here. ARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:20

43、08(E) 2 ISO/IEC 2008 All rights reserved3.2 goods products excluding services EXAMPLE Software, hardware and processed materials, e.g. domestic appliances, home care articles, food. NOTE In ISO 9000, “product” is defined as the “result of a process” that encompasses four generic product categories s

44、ervices (e.g. transport), software (e.g. computer program, dictionary), hardware (e.g. engine mechanical part) and processed materials (e.g. lubricant) and that indicates that the product category used is based on the dominant element. A service can therefore include the delivery of software, hardwa

45、re and processed materials. For the purposes of this Guide, a separate definition of “goods” is given here. 3.3 service provider entity that offers one or more services NOTE The entity can be an individual or an organization. 3.4 consumer individual member of the general public purchasing or using g

46、oods, property or services, for personal, family or household purposes NOTE Adapted from the ISO/IEC Statement on Consumer participation in standardization work 26. 3.5 customer organization or person that receives a product EXAMPLE Consumer, client, end-user, retainer, beneficiary or purchaser. NOT

47、E 1 For the purposes of this Guide, use of the term “customer” includes potential customers in the reference. NOTE 2 Adapted from ISO 9000. 3.6 customer satisfaction customers perception of the degree to which the customers requirements have been fulfilled NOTE 1 Customer complaints are a common ind

48、icator of low customer satisfaction, but their absence does not necessarily imply high customer satisfaction. NOTE 2 Even when customer requirements have been agreed to with the customer and fulfilled, this does not necessarily ensure high customer satisfaction. NOTE 3 Adapted from ISO 9000. 3.7 use

49、r participant person who uses the service(s) of the service provider 3.8 impairment problem in body function or structure such as a significant deviation or loss which can be temporary due, for example, to injury, or permanent, slight or severe and can fluctuate over time, in particular, deterioration due to ageing ISO/IEC Guide 71:2001, 3.4 ARP 76:2008This s tandard may only be used and printed by approved subscription and freemailing clients of the SABS .ISO/IEC GUIDE 76:2008(E) ISO/IEC 2008 All rights reserved 33.9 cont