1、 g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58specifying a service offeringICS 01.110Product specifications Part 3: Guide to identifying criteria
2、 for BRITISH STANDARDBS 7373-3: 2005BS 7373-3:2005This British Standard was published under the authority of the Standards Policy and Strategy Committee on 21 December 2005 BSI 21 December 2005The following BSI references relate to the work on this British Standard:Committee reference MS/4Draft for
3、comment 05/30106092 DCISBN 0 580 47437 2Association of MBASBritish Standards SocietyBusiness Link LancashireDesign CouncilDTI Design and Policy ServicesEngineering Industries AssociationFederation of Small BusinessesInstitute of Quality AssuranceInstitution of Electrical EngineersInstitution of Engi
4、neering DesignersInstitution of Mechanical EngineersMoD UK Defence StandardizationNAFEMSRoyal Institute of British ArchitectsUniversity of GlasgowUniversity of ManchesterCo-opted membersAmendments issued since publicationAmd. No. Date CommentsCommittees responsible for this British StandardThe prepa
5、ration of this British Standard was entrusted to Technical Committee MS/4, Design management systems, upon which the following bodies were represented:Association for Project ManagementAssociation of Innovation ManagementBS 7373-3:2005 BSI 21 December 2005ContentsPageCommittees responsible Inside fr
6、ont coverForeword iiIntroduction 11Scope 12 Terms and definitions 13 Rationale for preparing a specification 33.1 Overview 33.2 The service process 33.3 Commercial considerations 43.4 Technical and infrastructure considerations 53.5 Consumer expectation considerations 53.6 Regulatory and ethical con
7、siderations 64 Identifying the criteria 64.1 Overview of the criteria to be gathered 64.2 Researching and understanding consumer needs and expectations 64.3 Understanding the characteristics of the service offering 84.4 Researching and understanding the market 94.5 Devising the infrastructure and id
8、entifying legislation and standards 94.6 Understanding requirements for marketing and selling 94.7 Understanding the operation and delivery of the service 94.8 Understanding the outcome of providing the service 134.9 Understanding the exit strategy or termination of the service 135 Recording the cri
9、teria and writing the specification 145.1 General 145.2 Some practical tips for writing the specification 145.3 Use of the specification template 146 Reviewing the criteria 157 Verifying the service offering against chosen criteria 157.1 General 157.2 Preparing a verification plan 157.3 Verifying th
10、e service and producing a verification record 157.4 Declaration of conformity 158 Service Level Agreement (SLA) 168.1 General 168.2 Purpose of an SLA 168.3 Contents of the SLA 16Annex A (informative) Service documentation 17Annex B (informative) Quality function deployment (QFD) 18Annex C (informati
11、ve) Related standards and guidance publications 19Annex D (informative) Specification template 20Annex E (informative) Example verification record 24Annex F (informative) Example of declaration of conformity in accordance with BS EN ISO/IEC 17050-1 25Annex G (informative) Sources of information 26Bi
12、bliography 28Figure 1 Service model 4Figure 2 Phases of identifying the criteria 7Figure A.1 Relationship between the various service documents 17iBS 7373-3:2005iiTable 2 Checklist for understanding the service offering 8Table 3 Checklist for identifying the market, competitor information and commer
13、cial viability 10Table 4 Checklist for devising infrastructure and identifying legislation standards 11Table 5 Checklist for understanding requirements for marketing and selling 12Table 6 Checklist for considering how to operate and deliver the service 12Table 7 Checklist for considering customer su
14、pport and understanding the outcome of the service 13Table 8 Checklist for considering termination or exit strategy 13Table 9 Checklist for the contents of an SLA 16Table E.1 Example verification record 24Figure B.1 Simple QFD analysis matrix 18Figure C.1 The different perspectives taken by service
15、standards 19Table 1 Checklist for considering consumer needs 7 BSI 21 December 2005BS 7373-3:2005 BSI 21 December 2005ForewordThis part of BS 7373 has been prepared by Technical Committee MS/4 and its Panel MS/4/-/7.BS 7373 consists of the following parts: Part 1: Guide to preparation; Part 2: Guide
16、 to identifying criteria for a product specification and to declaring product conformity; Part 3: Guide to identifying criteria for specifying a service offeringBS 7373-2 was devised in response to a demand from small businesses for a guide to assist them in preparing a specification for their produ
17、ct, and which would enable them to declare conformity of the product to its specification. Following the success of BS 7373-2, there was a corresponding demand from the service sector for a guide to preparing a specification for a service.The example in 4.2 has been reproduced by kind permission of
18、Pearson Education Ltd from: JOHNSON, R. and CLARK, G., Service operations management. Financial Times/Prentice Hall, 2001.Attention is drawn to a number of sector-specific British Standards relating to services. Refer to the Bibliography for the complete list.This publication does not purport to inc
19、lude 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.Summary of pagesThis document comprises a front cover, an inside front cover, pages i to iii, a blank page,
20、pages 1 to 30, an inside back cover and a back cover.The BSI copyright notice displayed in this document indicates when the document was last issued.iiiblankBS 7373-3:2005IntroductionWhile the provisions of this standard have been prepared with small- to medium-sized businesses in mind they are equa
21、lly applicable to larger organizations. This guide is aimed at those responsible for specifying the new service that the organization is planning to offer.The service content of many product offerings has increased. No longer is there such a clear distinction between traditional manufacturing indust
22、ry and the service sector. Manufacturers who were once very product oriented now consider the service perspective of their operations to be more important, including customer relationship management and key account management.Despite this blurring between manufacturing and service provision, there a
23、re still some characteristics that services are more likely to exhibit, such as the following: They can be abstract, intangible. They are impossible to keep in stock. They can be produced, delivered, consumed and marketed all at the same time. They usually require the consumer to actively participat
24、e in the process. Consumer and employee interaction can significantly affect the outcome. They can be performed/delivered in the field away from the controlled company environment. The outcome for the consumer is the experience of the process there may or may not be a tangible result. It can be diff
25、icult to measure this outcome.The purpose of this guide is to ensure sufficient attention is given to acquiring data in all the areas necessary to produce an adequate specification for the service offering.1 ScopeThis British Standard gives guidance on identifying the criteria necessary for producin
26、g a specification for a service. The service that is the subject of the specification might be complete in its own right or be a component of a larger service, e.g. an airline service or the catering service component.NOTE 1 This standard deals with the core features of the service and does not dire
27、ctly tackle some ethical aspects such as high-pressure selling/marketing, misleading advertisements, advertising aimed at children or corporate social responsibility.NOTE 2 Guidance relating to meeting legislative and statutory requirements, e.g. health and safety, liability, employment law, etc. (s
28、ee Annex G and Bibliography) is not comprehensive and reference should be made to other sources of information as appropriate.2 Terms and definitionsFor the purposes of this part of BS 7373, the following terms and definitions apply.2.1 business-to-businessarrangements or trade between different bus
29、inesses, rather than between businesses and the general public2.2 clientperson or entity that contracts services from the service provider (which may or may not be for their own use)2.3 consumerorganization or person purchasing or using goods, property or services for their own purposes BSI 21 Decem
30、ber 20051BS 7373-3:20052.4 customerorganization or person that receives a product (e.g. client, end-user, retainer, beneficiary or purchaser)BS EN ISO 9000:20052.5 stakeholderorganization or individual who needs to be considered, who is involved with, has an interest in or could be affected by a ser
31、viceNOTE An individual may be from inside or outside an organization.adapted from BS 7000-3:19942.6 criterioncriteria (pl)decisive factor, measure or benchmark by which something can be judged or decided2.7 process mapdiagram illustrating the series of steps that comprise the process2.8 workflow dia
32、gramdiagram illustrating the flow or progress of work done by a company, department, or person2.9 serviceresult of at least one activity, performed at the interface between the supplier and customer, which is generally intangibleadapted from BS EN ISO 9000:20052.10 service offeringnature of the serv
33、ice being provided 2.11 verificationconfirmation through the provision of objective evidence that specified requirements have been fulfilledNOTE 1 The term “verified” is used to designate the corresponding status.NOTE 2 Confirmation can comprise activities such as:a) performing inspections;b) compar
34、ing a new specification with a similar proven previous one;c) undertaking tests and demonstrations;d) reviewing documents.BS EN ISO 9000:20052 BSI 21 December 2005BS 7373-3:20053 Rationale for preparing a specification 3.1 OverviewApplying appropriate tools and techniques can assist the formulation
35、and implementation of a new service, for example, market analysis, focus groups, Quality Function Deployment (QFD) (see Annex B for further information), project management methods, reviews, market testing. Unfortunately service organizations have not always been as methodical in the development of
36、new offerings as their manufacturing counterparts. This standard aims to encourage a more organized approach to service development through the preparation of a specification prior to implementation.This standard considers the various phases of new service development, from establishing consumer exp
37、ectations, through implementation, service delivery and measurement of the outcome, to final termination of the service, where applicable. This sets the context for preparing a specification for the service offering.Without such a methodical approach, a service can fail to achieve its full commercia
38、l potential, with disastrous results for the provider, and dissatisfaction or worse for the consumer. Following the guidance in this British Standard can help a service provider avoid problems commonly encountered such as: insufficient knowledge of the market/target consumer; inadequate alignment of
39、 the provider with the consumer; inadequate profit margins; the service being too expensive for the consumer; failure to meet regulatory requirements; failure to meet performance targets; the time taken to implement the offering being too long; the cost of implementing the offering being too high; i
40、nsufficient in-house skills and knowledge to achieve the objective; excessive failures or consumer dissatisfaction creating serious financial obligations.The main benefit in dealing properly with these issues is a better service offering, for which the commercial and technical risks have been assess
41、ed and eliminated, or reduced to an acceptable level. The benefit to the service organization can be significant both in reducing the cost of providing the service and in improving quality, thus improving the profitability of the venture.3.2 The service processThere are many different kinds of servi
42、ce, for example: professional services (provision to a single consumer, e.g. architect, accountant, lawyer); “mass” services (same provision to many consumers, e.g. bus and train services); business-to-business; business-to-consumer; high volume/ low variety (e.g. call centre, public transport, cour
43、ier service); low volume/ high variety (e.g. lawyer, interior designer, consultant).In all these variations, the importance of the consumer being an active participant in the value creation process should be recognized and exploited. In the end it is the consumers experience that leads to satisfacti
44、on (or otherwise). Activities and processes that the consumer does not see, while necessary, are inconsequential as far as they are concerned.The coming together of the service provision and consumer experience, the service delivery, and the BSI 21 December 20053outcome and feedback, is represented
45、by the model in Figure 1.BS 7373-3:2005ContinuousimprovementConsumersatisfactionServiceprovisionConsumerexperienceConsumerneeds and expectationsConsumerchoosesDeviceserviceDevelopinfrastructureMarketingdelete those that do not apply and add others as necessary.14 BSI 21 December 2005BS 7373-3:20056
46、Reviewing the criteriaThe criteria in the specification should periodically be revisited and rechecked for relevance to ensure that any assumptions made in respect of the service are still correct. This is needed because of the iterative nature of the process. It refines information compiled during
47、the earlier stages as new information and data becomes available. It is also necessary to ensure that the information is complete, so that it will provide the means and direction for implementing and delivering the service.This review of the specification should occur at major milestones in the proc
48、ess and before significant financial investment is made in the service.The review process should be undertaken by more than one person of a senior management level. Its overall focus should be that the specification will result in a profitable service.7 Verifying the service offering against chosen
49、criteria7.1 GeneralServices should be checked against the specification. By this stage all development work should be complete and the service ready for delivery. Verification is not the same as the consumer satisfaction measures mentioned in 4.8, although consumer satisfaction results (if already available) might be used as part of the evidence to show conformity.7.2 Preparing a verification planIn the manufacturing sector, a common way of demonstrating conformity of a pr
