1、BRITISH STANDARD BS 7000-3: 1994 Design management systems Part 3: Guide to managing service design UDC 658.512.2.012.4:658.64BS 7000-3:1994 This British Standard, having been prepared under the directionof the Quality, Management and Statistics Standards Policy Committee, waspublished under the aut
2、horityof the Standards Boardand comes into effect on 15September 1994 BSI 10-1998 The following BSI references relate to the work on this standard: Committee reference QMS/41 Draft for comment 93/408648 DC ISBN 0 580 23205 0 Committees responsible for this British Standard The preparation of this Br
3、itish Standard was entrusted by the Quality, Management and Statistics Standards Policy Committee (QMS/-) to Technical Committee QMS/41, upon which the following bodies were represented: Association of Consulting Engineers BEAMA Ltd. British Quality Centre British Photographic Association British St
4、andards Society Cambridge University Chartered Society of Designers Consumers Association Defence Manufacturers Association Department of Trade and Industry Department of Trade and Industry (Standards Policy Unit) Design Council Electricity Association Energy Industries Council Federation of Small B
5、usinesses GAMBICA (BEAMA Ltd.) Institute of Quality Assurance Institution of Civil Engineers Institution of Electrical Engineers Institution of Engineering Designers Institution of Mechanical Engineers Medical Sterile Products Association Ministry of Defence NAFEMS Red Oak Quality Services Ltd. Roya
6、l Institute of British Architects University of Westminster Amendments issued since publication Amd. No. Date CommentsBS7000-3:1994 BSI 10-1998 i Contents Page Committees responsible Inside front cover Foreword ii Introduction 1 Section 1. General 1.1 Scope 2 1.2 References 2 1.3 Definitions 2 Secti
7、on 2. Managing service design at corporate level 2.1 General 4 2.2 Corporate objectives 4 2.3 Corporate planning 4 2.4 Internal corporate communication 5 2.5 Corporate monitoring and controlling 5 2.6 Check-list for senior management 5 2.7 Evaluation 5 Section 3. Managing service design at project l
8、evel: overview 3.1 General 6 3.2 Service management design model 6 Section 4. Managing the service design activity in more detail 4.1 Management of design 10 4.2 Expansion of design model 10 4.3 Design control, verification, review and evaluation 14 Annex A (informative) Example of partial service c
9、haracteristics and specifications 18 Annex B (informative) Examples of services and service characteristics 19 Annex C (informative) Bibliography 20 Figure 1 Product content in a service continuum 1 Figure 2 Design model 6 Figure 3 A typical curve of financial commitment and expenditure 7 Figure 4 S
10、ome elements of the service characteristics and specification 9 Figure 5 Brainstorming activity 14 Table A.1 Example of partial service characteristics and specifications for a carpet cleaning business 18 Table B.1 Examples of services and service characteristics 19 List of references 22BS 7000-3:19
11、94 ii BSI 10-1998 Foreword This Part of BS 7000 has been prepared under the direction of the Quality, Management and Statistics Standards Policy Committee. In October 1993, BS 7000 Guide to managing product design was renumbered BS7000-1 to accommodate further Parts. It is intended that BS 7000 will
12、 comprise initially the following Parts. Part 1: Guide to managing product design (identical with BS 7000:1989); Part 2: Guide to managing the design of manufactured products (inpreparation in Panel QMS/41/- /2); Part 3: Guide to managing service design (this Part); Part 4: Guide to managing design
13、in construction (in preparation in PanelQMS/41/- /5); Part 10: Glossary of terms used in design management (in preparation in Panel QMS/41/- /1). Other Parts may be added. A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are respon
14、sible for their correct application. Compliance with a British Standard does not of itself confer immunity from legal obligations. Summary of pages This document comprises a front cover, an inside front cover, pages i and ii, pages1 to 22, an inside back cover and a back cover. This standard has bee
15、n updated (see copyright date) and may have had amendments incorporated. This will be indicated in the amendment table on theinside front cover.BS 7000-3:1994 BSI 10-1998 1 Introduction Service design is the formative stage of a service. It should be used to meet the reasonable and foreseeable requi
16、rements of the potential users of the service whilst using the available resources with economy. Services may be paid for directly by the recipient such as accountancy, banking or law. Other services may not be paid for directly, such as the civil service, social services, emergency services and cha
17、ritable services. The concepts, principles and quality system elements described are applicable to all forms of service, whether solely of a service character or in combination with the manufacture and supply of a tangible product. This can be shown as a continuum ranging from a situation where the
18、service is directly related to a product to a situation where there is little product involved. Figure 1 illustrates this concept for three types of service. A poorly designed service may damage a companys reputation and prospects for growth, particularly if performed without due regard to customer
19、expectations, safety and reliability. The benefits derived from the effective management of service design are therefore considered. This Part of BS 7000 sets out the elements of the task for the following groups of people: a) senior management; b) project managers; c) design managers and designers.
20、 In a large organization the functions will probably be undertaken by different members of staff. In a small organization they may be undertaken by a single person, but are nevertheless distinct and different. All the staff concerned should be aware of their functions and it is recommended that they
21、 should understand the full content of this Part ofBS7000 while paying particular attention to the section that is most directly relevant to them. This Part of BS 7000 provides guidance and it is not a specification. The recommendations and check-lists are believed to be generally applicable, but ma
22、nagers are advised to use the guidance given in accordance with the circumstances of their own operation. The prerequisites for effective design management, in the context of this Part of BS 7000 and their own organization, are the following: 1) awareness of customers interests and needs; 2) commitm
23、ents to quality and reliability; 3) sincere and visible commitment to good design; 4) motivation of all staff involved; 5) a vision of the future and the provision of clear objectives; 6) provision of adequate resources in terms both of personnel and equipment; 7) provision of organizational systems
24、; 8) awareness of competitors; 9) awareness of relevant activity and innovation in other fields; 10) understanding organizational capabilities and limitations. Whilst the design process is described as a series of sequential steps, opportunities for parallel development should be considered to reduc
25、e lead time to introduction of the service. Figure 1 Product content in a service continuumBS 7000-3:1994 2 BSI 10-1998 Section 1. General 1.1 Scope This Part of BS 7000 gives guidance on the management of the design of service at all levels, for all design organizations and all types of service. Th
26、e service that is the subject of a design brief may be the complete service in its own right or a component of a larger service, e.g. an airline service or the catering service component. Guidance is given only on the application of general management principles and techniques to the management of d
27、esign. Discussion of the techniques themselves, e.g. management of people, time, and their application to areas other than design and the design process itself are excluded. NOTE 1Appropriate reference is made to other documents for guidance on general management techniques. A bibliography is given
28、in annex C. NOTE 2Guidance on procedures required to meet statutory requirements, e.g. health and safety, or product and service liability, is not intended to be comprehensive and reference should be made to other documents where appropriate. 1.2 References 1.2.1 Normative references This Part of BS
29、 7000 incorporates, by dated or undated reference, provisions from other publications. These normative references are made at the appropriate places in the text and the cited publications are listed on page 22. For dated references, only the edition cited applies; any subsequent amendments to or rev
30、isions of the cited publication apply to this Part of BS 7000 only when incorporated in the reference by amendment or revision. For undated references, the latest edition of the cited publication applies, together with any amendments. 1.2.2 Informative references This Part of BS 7000 refers to other
31、 publications that provide information or guidance. Editions of these publications correct at the time of issue of this standard are listed on page 22, but reference should be made to the latest editions. 1.3 Definitions For the purposes of this Part of BS 7000 the definitions given in BS 7000-1:198
32、9, BS 4778-1:1987, BS 4778-2:1991, BS 4778-3.1:1991 and BS 4778-3.2:1991 apply, together with the following. 1.3.1 conceptual design phase preliminary research and design studies to establish design alternatives that merit further development 1.3.2 customer(s) the intended recipient(s) of a product
33、or service NOTESee BS 3811. 1.3.3 design evaluation systematic examination of the result of an activity to establish the degree to which the original objectives have been fulfilled NOTE 1The term is usually linked to a specific activity, e.g.system evaluation, project evaluation. Results are usually
34、 measured in terms of time, cost and achievement. NOTE 2Evaluation generally takes place at the end of an activity, but progress can be maintained by carrying out intermediate or stage evaluation, particularly where intermediate stage achievements have been planned. 1.3.4 product champion person ded
35、icated to the promotion and introduction of a new product, although not necessarily responsible for any aspect of the programme 1.3.5 service quality control specification document that specifies the requirements for effective control of the service to ensure that it consistently satisfies the servi
36、ce specification and the customer requirements 1.3.6 service results generated, by activities at the interface between the supplier and the customer and by supplier internal activities, to meet customer needs NOTE 1The supplier or the customer may be represented at the interface by personnel or equi
37、pment. NOTE 2Customer activities at the interface with the supplier may be essential to the service delivery. NOTE 3Service is intangible and as such cannot be stored. NOTE 4Delivery or use of tangible product may form part of the service delivery. NOTE 5A service may be linked with the manufacture
38、and supply of tangible product. NOTE 6This definition is identical with that in BS 5750-8, with the exception of note 4. 1.3.7 service characteristics features and attributes that make up the totality of the service 1.3.8 service delivery supplier activities necessary to provide the service NOTESee
39、BS 5750-8.BS7000-3:1994 BSI 10-1998 3 1.3.9 service delivery specification document that specifies those supplier activities and resources needed to supply the service NOTEThe service delivery specification forms part of the service specification. 1.3.10 service design (noun) 1) Set of instructions
40、(specifications, drawings and schedules, etc.) necessary to construct an artifact or service. 2) Artifact or service itself. 1.3.11 service design (verb) generation of information by which a required service or product can become a reality 1.3.12 service design brief document that describes the prim
41、ary purpose of a service and gives guidance NOTE 1Guidance can relate to such matters as its style, grade, performance, appearance, conditions of use including health and safety considerations, characteristics, packaging, conformity, reliability, maintenance. NOTE 2The service design brief is often
42、the result of a feasibility study and forms the basis of the design. 1.3.13 service resolution elements that determine the framework of the service 1.3.14 service result measure of the achievement of service delivery 1.3.15 service specification document that prescribes the requirements with which t
43、he service has to conform NOTEA service specification should refer to or include drawings, patterns or other relevant documents and should also indicate the means and the criteria whereby conformity can be checked.BS 7000-3:1994 4 BSI 10-1998 Section 2. Managing service design at corporate level 2.1
44、 General Management at the most senior level should take responsibility for the design of a service. 2.2 Corporate objectives Corporate objectives should be precise and should, if possible, be quantified. To manage design effectively the following information needs to be known: a) what business the
45、organization is in; b) the identity of customers and their needs; c) the quantified targets for growth, profitability or success; d) the level of design protection required; e) the market position sought; f) the risks involved; g) the image of the service organization; h) capability of staff; i) oth
46、er resource capability; j) other key factors critical to success, petitive pressure, regulation. This information should be communicated to, and understood by, all concerned. Design should form an integral part of corporate planning. 2.3 Corporate planning 2.3.1 General A business plan is required t
47、o set the targets to be met. This defines the boundaries and constraints within which design management should be conducted. The business plan should include the elements given in 2.3.2 to 2.3.5. 2.3.2 Financial plans Financial plans should specify the investment and cashflow requirements of the ser
48、vice design plans to ensure that funds are available when required. Consideration should be given to whether any new service has to meet, for example, the following: a) a specified minimum profit margin; b) a minimum turnover; c) a maximum payback period; d) a maximum service development cost; e) bu
49、dgetary constraints. 2.3.3 Service design plans Service design plans should outline the methods of managing the design process, the controls and policies that need to be planned and executed. Consideration should be given to the following as to whether the new service: a) should have synergy with existing products and services within the organization; b) have a specific maximum commitment in management time; c) have a maximum design timescale; d) follow a specific sequence in design; e) is the most competitive design; f) is the most cost eff
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