1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI British StandardsWB9423_BSI_StandardColCov_noK_AW:BSI FRONT COVERS 5/9/08 12:55 Page 1Dependability management Part 3-16: Application guide Guidelines for specification of maintenance support service
2、sBS EN 60300-3-16:2008National forewordThis British Standard is the UK implementation of EN 60300-3-16:2008. It isidentical to IEC 60300-3-16:2008.The UK participation in its preparation was entrusted to Technical CommitteeDS/1, Dependability and terotechnology.A list of organizations represented on
3、 this committee can be obtained onrequest to its secretary.This publication does not purport to include all the necessary provisions of acontract. Users are responsible for its correct application. BSI 2009ISBN 978 0 580 57729 1ICS 03.100.40; 03.120.01Compliance with a British Standard cannot confer
4、 immunity fromlegal obligations.This British Standard was published under the authority of the StandardsPolicy and Strategy Committee on 30 September 2009Amendments issued since publicationAmd. No. Date Text affectedBRITISH STANDARDBS EN 60300-3-16:2008EUROPEAN STANDARD EN 60300-3-16 NORME EUROPENNE
5、 EUROPISCHE NORM November 2008 CENELEC European Committee for Electrotechnical Standardization Comit Europen de Normalisation Electrotechnique Europisches Komitee fr Elektrotechnische Normung Central Secretariat: rue de Stassart 35, B - 1050 Brussels 2008 CENELEC - All rights of exploitation in any
6、form and by any means reserved worldwide for CENELEC members. Ref. No. EN 60300-3-16:2008 E ICS 03.100.40; 03.120.01 English version Dependability management - Part 3-16: Application guide - Guidelines for specification of maintenance support services (IEC 60300-3-16:2008) Gestion de la sret de fonc
7、tionnement - Partie 3-16: Guide dapplication - Lignes directrices pour la spcification des services de support de maintenance (CEI 60300-3-16:2008) Zuverlssigkeitsmanagement - Teil 3-16: Anwendungsleitfaden - Anleitung zur Spezifikation der Dienstleistungen fr die Instandhaltungsuntersttzung (IEC 60
8、300-3-16:2008) This European Standard was approved by CENELEC on 2008-11-01. CENELEC members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and b
9、ibliographical references concerning such national standards may be obtained on application to the Central Secretariat or to any CENELEC member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsib
10、ility of a CENELEC member into its own language and notified to the Central Secretariat has the same status as the official versions. CENELEC members are the national electrotechnical committees of Austria, Belgium, Bulgaria, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Gr
11、eece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. BS EN 60300-3-16:2008EN 60300-3-16:2008 2 Foreword The text of document 56/1271/FDIS, future editio
12、n 1 of IEC 60300-3-16, prepared by IEC TC 56, Dependability, was submitted to the IEC-CENELEC parallel vote and was approved by CENELEC as EN 60300-3-16 on 2008-11-01. The following dates were fixed: latest date by which the EN has to be implemented at national level by publication of an identical n
13、ational standard or by endorsement (dop) 2009-08-01 latest date by which the national standards conflicting with the EN have to be withdrawn (dow) 2011-11-01 Annex ZA has been added by CENELEC. _ Endorsement notice The text of the International Standard IEC 60300-3-16:2008 was approved by CENELEC as
14、 a European Standard without any modification. In the official version, for Bibliography, the following note has to be added for the standard indicated: In the official version, for Bibliography, the following notes have to be added for the standards indicated: ISO 9000 NOTE Harmonized as EN ISO 900
15、0:2005 (not modified). _ BS EN 60300-3-16:2008 3 EN 60300-3-16:2008 Annex ZA (normative) Normative references to international publications with their corresponding European publications The following referenced documents are indispensable for the application of this document. For dated references,
16、only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. NOTE When an international publication has been modified by common modifications, indicated by (mod), the relevant EN/HD applies. Publication Year Title EN/HD Yea
17、r IEC 60300-3-2 - 1)Dependability management - Part 3-2: Application guide - Collection of dependability data from the field EN 60300-3-2 2005 2)IEC 60300-3-3 - 1)Dependability management - Part 3-3: Application guide - Life cycle costingEN 60300-3-3 2004 2)IEC 60300-3-10 - 1)Dependability managemen
18、t - Part 3-10: Application guide - Maintainability - - IEC 60300-3-12 - 1)Dependability management - Part 3-12: Application guide - Integrated logistic support EN 60300-3-12 2004 2)IEC 60300-3-14 - 1)Dependability management - Part 3-14: Application guide - Maintenance and maintenance support EN 603
19、00-3-14 2004 2)IEC 60706-2 - 1)Maintainability of equipment - Part 2: Maintainability requirements and studies during the design and development phase EN 60706-2 2006 2)IEC 62402 - 1)Obsolescence management - Application guide EN 62402 2007 2)1)Undated reference. 2)Valid edition at date of issue. BS
20、 EN 60300-3-16:2008 2 60300-3-16 IEC:2008 CONTENTS INTRODUCTION.5 1 Scope.6 2 Normative references .6 3 Terms, definitions and acronyms 7 3.1 Terms and definitions 7 3.2 Acronyms 8 4 Specification of maintenance support services .8 4.1 Purpose of using maintenance support services 8 4.2 Types of mai
21、ntenance support services.9 4.3 Basic maintenance support agreements 10 4.3.1 Maintenance labour .10 4.3.2 Spare parts10 4.3.3 Training.10 4.3.4 Repairs and overhauls.10 4.3.5 Refurbishment and modifications.11 4.4 Limited service agreements.11 4.5 Long term service agreements 11 4.5.1 Purpose.11 4.
22、5.2 Scope of a LTSA .12 4.5.3 Performance guarantees .12 4.6 Life cycle aspects12 4.6.1 Design and development phase.12 4.6.2 Operation and maintenance phase 13 4.6.3 Obsolescence13 5 Preparation of service agreements .13 5.1 Management responsibility 13 5.2 Process for selecting a service provider
23、13 5.3 Purpose of a maintenance support service agreement.14 5.4 Preparation of a maintenance agreement 14 5.5 Agreement structure and elements 14 6 Management of maintenance agreements.15 6.1 General .15 6.2 Communication .15 6.3 Monitoring of agreement15 Annex A (informative) Check-list for agreem
24、ent structure and elements.16 Bibliography22 Figure 1 Interrelationship between types of maintenance support services.9 BS EN 60300-3-16:200860300-3-16 IEC:2008 5 INTRODUCTION The use of maintenance agreements is now a common means of providing maintenance support services to owners and operators of
25、 products, systems and equipment. These services may be included in the initial design and development phase but they may also be considered and implemented during the operation and maintenance phase. Specification of maintenance support services requires not only the preparation of an agreement but
26、 also management and monitoring of services during its implementation. Agreements may be informal arrangements between the two parties or they may entail a formal contract. Maintenance support services can range in scope from simple ones that might entail repair of a specific type of item to long te
27、rm, inclusive arrangements with guarantees based on a relevant measure of performance. The agreement must address responsibilities of both the service provider and the company (and possibly the responsibilities of any warrantee service provided, if another company is involved) with respect to scope
28、and level of services, technical arrangements, organizational arrangements, commercial aspects, legal obligations and contractual requirements. This standard deals only with the service aspects of the agreement and not with legal or contractual requirements. BS EN 60300-3-16:2008 6 60300-3-16 IEC:20
29、08 DEPENDABILITY MANAGEMENT Part 3-16: Application guide Guidelines for specification of maintenance support services 1 Scope This part of IEC 60300 describes a framework for the specification of services related to the maintenance support of products, systems and equipment that are carried out duri
30、ng the operation and maintenance phase. The purpose of this standard is to outline, in a generic manner, the development of agreements for maintenance support services as well as guidelines for the management and monitoring of these agreements by both the company and the service provider. This stand
31、ard is intended for use by a wide range of suppliers, maintenance support organizations and users and can be applied to all items. For consistency in this standard, the user, operator and owner are referred to as the company and the organization or vendor providing the maintenance support service is
32、 called the service provider. This standard is applicable to items, which include all types of products, equipment and systems (hardware and software). Most of these require a certain level of maintenance to ensure that their required functionality, dependability, capability, economic, safety and re
33、gulatory requirements are achieved. NOTE For consistency, this standard will use the term “item” as defined in 3.1.4, except where the context requires otherwise. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, o
34、nly the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. IEC 60300-3-2, Dependability management Part 3-2: Application guide Collection of dependability data from the field IEC 60300-3-3, Dependability management Part 3-
35、3: Application guide Life cycle costing IEC 60300-3-10, Dependability management Part 3-10: Application guide Maintainability IEC 60300-3-12, Dependability management Part 3-12: Application guide Integrated logistic support IEC 60300-3-14, Dependability management Part 3-14: Application guide Mainte
36、nance and maintenance support IEC 60706-2, Maintainability of equipment Part 2: Maintainability requirements and studies during the design and development phase IEC 62402, Obsolescence management Application guide BS EN 60300-3-16:200860300-3-16 IEC:2008 7 3 Terms, definitions and acronyms For the p
37、urposes of this document, the following terms, definitions and acronyms apply. 3.1 Terms and definitions 3.1.1 company recipient of a maintenance support service provided by the maintenance support service provider 3.1.2 corrective maintenance maintenance carried out after fault recognition and inte
38、nded to put an item into a state in which it can perform a required function NOTE In French, the term “dpannage” sometimes implies a provisional restoration. IEV 191-07-08:1990 3.1.3 integrated logistic support ILS management method by which all the logistic support services required by a customer c
39、an be brought together in a structured way and in harmony with a product 3.1.4 item entity any part, component, device, subsystem, functional unit, equipment or system that can be individually considered NOTE 1 An item may consist of hardware, software or both, and may also, in particular cases, inc
40、lude people. NOTE 2 In French the term “entit” is preferred to the term “dispositif” due to its more general meaning. The term “dispositif” is also the common equivalent to the English term “device”. NOTE 3 In French the term “individu” is used mainly in statistics. NOTE 4 A number of items, e.g. a
41、population of items or a sample, may itself be considered as an item. NOTE 5 A software item may be source code, object code, job control code, control code or a collection of these items. IEV 191-01-01:1990, modified 3.1.5 maintenance combination of all technical and administrative actions, includi
42、ng supervision actions, intended to retain an item in, or restore it to, a state in which it can perform a required function IEV 191-07-01:1990 3.1.6 maintenance action maintenance task sequence of elementary maintenance activities carried out for a given purpose NOTE Examples are fault diagnosis, f
43、ault localization, function check-out, or combinations thereof. IEV 191-07-18:1990 BS EN 60300-3-16:2008 8 60300-3-16 IEC:2008 3.1.7 maintenance concept interrelationship between the maintenance echelons, the indenture levels and the levels of maintenance to be applied for the maintenance of an item
44、 3.1.8 maintenance policy general approach to the provision of maintenance and maintenance support based on the objectives and policies of owners, users and customers 3.1.9 maintenance support resources required to maintain an item, under a given maintenance concept and guided by a maintenance polic
45、y NOTE Resources include human resources, support equipment, materials and spare parts, maintenance facilities, documentation, information and maintenance information systems. 3.1.10 preventive maintenance maintenance carried out at predetermined intervals or according to prescribed criteria and int
46、ended to reduce the probability of failure or the degradation of the functioning of an item NOTE 1 Preventive maintenance includes condition-based tasks that consist of condition monitoring, inspection and functional testing. NOTE 2 Predetermined intervals apply to repair or replacement that are car
47、ried out at specific intervals such as elapsed time, operating hours, distance, number of cycles or other relevant measures. IEV 191-07-07:1990, modified 3.1.11 service provider party (e.g. internal or external organization, manufacturer, etc.) that has agreed to undertake responsibility for providi
48、ng a given maintenance support service and obtaining, when specified, supplies in accordance with an agreement NOTE This may include the provision of a consultancy service. 3.2 Acronyms ILS integrated logistic support LTSA long term service agreement SLA service level agreement RCM reliability centr
49、ed maintenance 4 Specification of maintenance support services 4.1 Purpose of using maintenance support services Many organizations and users of products, systems and equipment may require the assistance of internal or external service providers for maintenance support during the operation and maintenance phase of the life cycle. Many of these services involve an agreement that details the services being provided and how they are to be managed, monitored and
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