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、g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS EN 14873-2:2005This British Standard was published under the authority of the Standards Policy and Strategy Committee on 17 February 2006 BSI 17 Febr
3、uary 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, Transport services, which has the responsibility to: A list of organizations represented on
4、 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 appropriate for the provision of “self storage” facilities unassociated with furniture an
5、d 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 entitled “International Standards Correspondence Index”, or by using the “Search” facilit
6、y 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 with a British Standard does not of itself confer immunity from legal obligations. a
7、id 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 international and European developments and promulgate them in the UK.Summary of pagesThis do
8、cument 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 issued.Amendments issued since publicationAmd. No. Date CommentsEUROPEAN STANDARDNOR
9、ME EUROPENNEEUROPISCHE NORMEN 14873-2June 2005ICS 03.080.30English versionFurniture removal activities - Storage of furniture and personaleffects for private individuals - Part 2: Provision of the serviceActivits de dmnagement - Entreposage des meubles etobjets mobiliers de particuliers - Partie 2 :
10、 Mise en oeuvredu serviceUmzugsdienste - Lagerung von Mbeln und persnlichenGegenstnden fr Privatpersonen - Teil 2: Bereitstellungder 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 co
11、nditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Central Secretariat or to any CEN member.This European Standard exists in three
12、official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN 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,
13、 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.EUROPEAN COMMITTEE FOR STANDARDIZATIONC
14、OMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2005 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 14873-2:2005: EEN 14873-2:2005 (E) 2 Contents page Foreword 4 Intr
15、oduction . 5 1 Scope. 6 2 Normative references. 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 sk
16、ills. 8 3.3 Receipt and release of stored Items (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
17、 means. 9 3.4 After sales service 9 3.4.1 Monitoring. 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
18、and reviewing quality policy responsibilities 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 EN 14873-2:2005 (E) 3 6.3 Subcont
19、ractors. 12 6.4 Elimination of non-standard service. 12 6.5 Corrective action 12 6.6 Training . 12 EN 14873-2:2005 (E) 4 Foreword This document (EN 14873-2:2005) has been prepared by Technical Committee CEN/TC 320 “Transport -Logistics and services”, the secretariat of which is held by DS. This Euro
20、pean 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 national standards shall be withdrawn at the latest by December 2005. This document has been prepared by CEN/TC 320/WG 4 “Furn
21、iture 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 Services“ for approval as a draft for CEN Formal Vote. No existing European Standard will be superseded by the eventual publicat
22、ion of this standard. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Irel
23、and, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EN 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 se
24、rvice and performance, in enterprises dealing with the storage of furniture and personal effects, 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 e
25、nsure that appropriate, minimum, standard of services and facilities for the removal and storage 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 “s
26、ervice“ on the one hand, and the “provision of the service“ on the other: the service: all 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
27、the factors employed by the service provider which include the personnel, the equipment, the 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 i
28、s favourable to the profession; permit customers to identify and compare the services offered 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
29、 the standards; allow the professionals of the trade to conduct their activity with the aid 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 Eu
30、ropean customer by having at its disposal, in particular, harmonized general conditions of contract. EN 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 individu
31、als. 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
32、references, 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 activit
33、ies Furniture 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 ser
34、vice 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
35、, at 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
36、 the 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,
37、 as a minimum. Information concerning types of storage available and technical procedures adopted. Details of any ancillary services offered. EN 14873-2:2005 (E) 7 3.2.2 Further information Offer of service shall be in written form and provide the following information as a minimum. General terms an
38、d 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 items not accepted for storage and prohibited items. Procedures/ restrictions fo
39、r 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 to sale and/or disposal of stored items). 3.2.3 Elements of the agreement At acce
40、ptance 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 particular the written agreement shall include: Signature of the customer. Specif
41、ic 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 address (including the use of third party facilities). Customers declaration of tota
42、l 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 storage conditions agreed for all or part of the stored items including address of
43、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 frequency and the terms and method of payment. Terms and conditions, including minimum p
44、eriod 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, for periodically reviewing the declared total value, and storage charges if thes
45、e are not detailed in the general terms and conditions of the agreement. EN 14873-2:2005 (E) 8 The need for an inventory or receipt. 3.2.4 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
46、provider, specifically trained/ designated for this role. NOTE The representative dealing with the initial contact should display a friendly and helpful attitude. In addition, the service provider should ensure that designated representatives possess the ability to generate confidence, on the part o
47、f 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 o
48、ut with the help of a proven method known to reduce the possibility of errors/ inaccuracies. 3.3 Receipt and release of stored Items (minimum provision) 3.3.1 Action at receipt of items for storage (does not apply to self storage) At the time of receiving the items for storage, the service provider
49、shall issue a receipt for the items received containing the following information, as a minimum: Reference to the unique identity of the goods to be stored including an itemised inventory where required by either party. Date the items for storage were received by the storage facility. Identity of the point of collection, means of delivery or carrier, as appropriate. Authorised signature on behalf of the service provider and date of issue of confirmation. NOTE It is recommended that the serv
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