1、BRITISH STANDARDBS EN 14873-2:2005Furniture removal activities Storage of furniture and personal effects for private individuals Part 2: Provision of the serviceThe European Standard EN 14873-2:2005 has the status of a British StandardICS 03.080.30g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55
2、g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIBS EN 14873-2:2005This British Standard was published under the aut
3、hority of the Standards Policy and Strategy Committee on 17 February 2006 BSI 17 February 2006ISBN 0 580 47747 9National forewordThis British Standard is the official English language version of EN 14873-2:2005.The UK participation in its preparation was entrusted to Technical Committee TW/2, Transp
4、ort services, which has the responsibility to: A list of organizations represented on this committee can be obtained on request to its secretary.Particular attention is drawn to the fact that the requirements applicable to “self storage” for the purposes of this standard, may not necessarily be appr
5、opriate for the provision of “self storage” facilities unassociated with furniture and personal effects removals services.Cross-referencesThe British Standards which implement international or European publications referred to in this document may be found in the BSI Catalogue under the section enti
6、tled “International Standards Correspondence Index”, or by using the “Search” facility of the BSI Electronic Catalogue or of British Standards Online.This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. Compliance
7、 with a British Standard does not of itself confer immunity from legal obligations. aid enquirers to understand the text; present to the responsible international/European committee any enquiries on the interpretation, or proposals for change, and keep UK interests informed; monitor related internat
8、ional and European developments and promulgate them in the UK.Summary of pagesThis document comprises a front cover, an inside front cover, the EN title page, pages 2 to 12, an inside back cover and a back cover.The BSI copyright notice displayed in this document indicates when the document was last
9、 issued.Amendments issued since publicationAmd. No. Date CommentsLicensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN 14873-2June 2005ICS 03.080.30English versionFurniture removal activities - Storage of furniture and
10、personaleffects for private individuals - Part 2: Provision of the serviceActivits de dmnagement - Entreposage des meubles etobjets mobiliers de particuliers - Partie 2 : Mise en oeuvredu serviceUmzugsdienste - Lagerung von Mbeln und persnlichenGegenstnden fr Privatpersonen - Teil 2: Bereitstellungd
11、er DienstleistungThis European Standard was approved by CEN on 4 May 2005.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliogra
12、phical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN
13、member into its own language and notified to the Central Secretariat has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lit
14、huania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2005 CEN All rig
15、hts of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14873-2:2005: ELicensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 2 Contents page Foreword 4 Introduction . 5 1 Scope. 6 2 Normative reference
16、s. 6 3 Delivery of a customer oriented service.6 3.1 General 6 3.2 Information prior to commencement of service. 6 3.2.1 Preliminary information . 6 3.2.2 Further information 7 3.2.3 Elements of the agreement 7 3.2.4 Human resources . 8 3.2.5 Technical skills. 8 3.3 Receipt and release of stored Ite
17、ms (minimum provision) . 8 3.3.1 Action at receipt of items for storage (does not apply to self storage) 8 3.3.2 Action at release of stored items (does not apply to self storage). 8 3.3.3 Human resources (does not apply to self storage) 9 3.3.4 Technical means. 9 3.4 After sales service 9 3.4.1 Mon
18、itoring. 9 3.4.2 Response to feedback 9 3.4.3 Resolution of dispute. 9 4 The formal quality policy . 10 4.1 Establishing the quality policy 10 4.2 Maintenance of the quality policy . 10 4.3 Communication of the quality policy 10 5 Conducting, controlling and reviewing quality policy responsibilities
19、 10 6 Quality manual 10 6.1 General 10 6.1.1 Purchasing 10 6.1.2 Personnel 10 6.1.3 Mechanical or electrical equipment 11 6.1.4 Incidents/accidents 11 6.1.5 Quality control 11 6.2 Control of quality-related documents . 11 Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy,
20、(c) BSIEN 14873-2:2005 (E) 3 6.3 Subcontractors. 12 6.4 Elimination of non-standard service. 12 6.5 Corrective action 12 6.6 Training . 12 Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 4 Foreword This document (EN 14873-2:2005) has been prep
21、ared by Technical Committee CEN/TC 320 “Transport -Logistics and services”, the secretariat of which is held by DS. This European Standard shall be given the status of a national standard, either by publication of an identical text or by endorsement, at the latest by December 2005, and conflicting n
22、ational standards shall be withdrawn at the latest by December 2005. This document has been prepared by CEN/TC 320/WG 4 “Furniture removals activities“ as the second part of a two part draft European Standard and has been submitted to CEN Technical Committee CEN/TC 320 “Transport - Logistics and Ser
23、vices“ for approval as a draft for CEN Formal Vote. No existing European Standard will be superseded by the eventual publication of this standard. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European S
24、tandard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. Licensed Copy: Wang
25、 Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 5 Introduction This European Standard is the second part of a two-part standard, intended to establish a minimum level of service and performance, in enterprises dealing with the storage of furniture and personal e
26、ffects, for private individuals. Together with Part 1 and EN 12522-1 and EN 12522-2 Furniture removal activities- Furniture removal for private individuals, it forms a suite of European Standards developed to ensure that appropriate, minimum, standard of services and facilities for the removal and s
27、torage of household furniture and effects for private individuals are available on an equal basis, across the European Community. Within each activity, it has been necessary to make a distinction between the “service“ on the one hand, and the “provision of the service“ on the other: the service: all
28、 the services agreed upon between the service provider and the customer within the framework of the contract; include characteristics which allow this said service to be assessed; provision of the service: all the factors employed by the service provider which include the personnel, the equipment, t
29、he organization and the budget with a view to carrying out the service. The systems of reference constitute a beneficial means of achieving the following objectives: create a dialogue with the consumers which is favourable to the profession; permit customers to identify and compare the services offe
30、red by companies in order to benefit from the positive spin-off of fair competition in an open market; protect customers against provision of services, the characteristics of which may not be in compliance with the standards; allow the professionals of the trade to conduct their activity with the ai
31、d of technical specifications that are clearly defined by a common understanding; finally, as regards the single market, to allow the activity to position itself efficiently in order to meet the needs of the European customer by having at its disposal, in particular, harmonized general conditions of
32、 contract. Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 6 1 Scope This European Standard specifies service activities designed to ensure a customer oriented service for the storage of furniture and personal effects for private individuals.
33、Part 1 specifies minimum requirements for the provision of storage facilities, and is applicable to all forms of such storage, whatever the means of containment employed. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated refer
34、ences, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 12522-1, Furniture removal activities Furniture removal for private individuals Part 1: Service specification EN 12522-2, Furniture removal activities F
35、urniture removal for private individuals Part 2: Provision of service EN 148731:2005, Furniture removal activities Storage of furniture and personal effects for private individuals Part 1: Specification for the storage facility and related storage provision 3 Delivery of a customer oriented service
36、3.1 General The operation of the quantitative and qualitative elements necessary for the provision of a generally acceptable, customer oriented furniture storage service requires the timely delivery of accurate and relevant information and the application of human and technical skills and means, at
37、each of the following three phases of the delivery of the service: 1) Preparation/ presentation of preliminary information. 2) Provision of the service. 3) After sales service. The administrative, commercial and operational personnel involved in each of these three phases shall be familiar with the
38、provisions of EN 12522-1 and EN 12522-2 and with the requirements that stem from their implementation (does not apply to self storage). 3.2 Information prior to commencement of service 3.2.1 Preliminary information At initial enquiry the service provider shall provide the following information, as a
39、 minimum. Information concerning types of storage available and technical procedures adopted. Details of any ancillary services offered. Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 7 3.2.2 Further information Offer of service shall be in w
40、ritten form and provide the following information as a minimum. General terms and conditions of service. Charges, and the basis for their calculation, requirement for any deposit, invoicing frequency and general terms of payment applicable during storage period. Identification of characteristics of
41、items not accepted for storage and prohibited items. Procedures/ restrictions for removal of stored items. Extent of liability in the event of loss or damage. Method / procedure for registering complaints and/ or claims. Procedures and entitlements in the event of payment default (including rights t
42、o sale and/or disposal of stored items). 3.2.3 Elements of the agreement At acceptance of instruction the Service Provider shall issue a recorded statement of any agreed variations to the published general terms and conditions, together with any additional conditions agreed between the parties. In p
43、articular the written agreement shall include: Signature of the customer. Specific contact details for both parties including method of recording customers advice of subsequent changes to contact details. Commitment to advise the customer of the actual storage address and of any changes to that addr
44、ess (including the use of third party facilities). Customers declaration of total value of items to be stored and identification of the basis for valuation. Final agreement of the extent of liability in the event of loss or damage. Terms and conditions relating to any offer of insurance. Special sto
45、rage conditions agreed for all or part of the stored items including address of storage facility if appropriate. Agreed period of storage (whether fixed or open ended). Terms and conditions relating to any change to the agreed period of storage. Charges to be made for storage, the invoicing frequenc
46、y and the terms and method of payment. Terms and conditions, including minimum period of notice, relating to access, additions to, partial or complete retrieval, of the stored items. Charges to be made for storage, the invoicing frequency and the terms and method of payment. The procedures, if any,
47、for periodically reviewing the declared total value, and storage charges if these are not detailed in the general terms and conditions of the agreement. Licensed Copy: Wang Bin, na, Tue May 09 03:56:25 BST 2006, Uncontrolled Copy, (c) BSIEN 14873-2:2005 (E) 8 The need for an inventory or receipt. 3.
48、2.4 Human resources The initial contact with the customer and the assessment of the facilities to be provided shall be undertaken by a representative of the service provider, specifically trained/ designated for this role. NOTE The representative dealing with the initial contact should display a fri
49、endly and helpful attitude. In addition, the service provider should ensure that designated representatives possess the ability to generate confidence, on the part of the customer, in the Service providers capabilities, through the application of proven sales techniques and the demonstration of technical competence acquired through training and practical experience. 3.2.5 Technical skills Any assessment of the volume of storage to be provided shall be carried out with the help of a proven method kn
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