1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS 8564:2011Furniture removal activities Overseas moving services SpecificationPublishing and copyright informationThe BSI copyright notice displayed in this document indicates w
2、hen the documentwas last issued. BSI 2011ISBN 978 0 580 73506 6ICS 03.080.30; 03.220.20The following BSI references relate to the work on this standard:Committee reference SVS/7/2Draft for comment DC11/30237337Publication historyFirst (current) edition August 2011Amendments issued since publicationD
3、ate Text affectedBS 8564:2011 BRITISH STANDARDContentsForeword ii1 Scope 12 Normative references 13 Terms and definitions 14 General 25 Initial contact and preliminary information 26 Information communicated by the service provider 47 Provision of the overseas moving service 58 Monitoring of the ove
4、rseas moving service 109 Quality management 1010 Customer protection 1311 Claims of compliance 13Bibliography 14Summary of pagesThis document comprises a front cover, an inside front cover, pages i to ii,pages 1 to 14, an inside back cover and a back cover.BRITISH STANDARD BS 8564:2011 BSI 2011 iFor
5、ewordPublishing informationThis British Standard is published by BSI and came into effect on31 August 2011. It was prepared by Subcommittee SVS/7/2, Furniture removalsservices, under the authority of Technical Committee SVS/7, Property services.A list of organizations represented on this committee c
6、an be obtained onrequest to its secretary.Relationship with other publicationsThis British Standard is separate from, but related to, the following standardscovering furniture removal and storage services: BS EN 12522-1, Furniture removal activities Furniture removal for privateindividuals Part 1: S
7、ervice specification; BS EN 12522-2, Furniture removal activities Furniture removal for privateindividuals Part 2: Provision of service; BS EN 14873-1, Furniture removal activities Storage of furniture andpersonal effects for private individuals Part 1: Specification for the storagefacility and rela
8、ted storage provision; BS EN 14873-2, Storage of furniture and personal effects for privateindividuals Part 2: Provision of the service; BS 8522, Furniture removal activities Commercial moving services.Information about this documentThis British Standard is intended to establish a minimum level of s
9、ervice andperformance in organizations dealing with the overseas moving of householdand personal effects, office or business equipment, furniture and goods as aservice to private individuals or commercial entities and other organizations.Use of this documentIt has been assumed in the preparation of
10、this British Standard that theexecution of its provisions will be entrusted to appropriately qualified andexperienced people, for whose use it has been produced.Presentational conventionsThe provisions of this standard are presented in roman (i.e. upright) type. Itsrequirements are expressed in sent
11、ences in which the principal auxiliary verb is“shall”.Commentary, explanation and general informative material is presented insmaller italic type, and does not constitute a normative element.Contractual and legal considerationsThis publication does not purport to include all the necessary provisions
12、 of acontract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legalobligations.BRITISH STANDARDBS 8564:2011ii BSI 20111 ScopeThis British Standard specifies requirements for an overseas moving service.It specifies requirements for:a)
13、defining the scope of the overseas moving service, obtaining preliminaryinformation and supplying quotations;b) undertaking the overseas moving service; andc) monitoring the overseas moving service.It is applicable to all forms of such service whatever the means of transport andhandling or the type
14、of property being moved, and whatever the type ofcustomer, e.g. private, corporate or public sector; domestic, office-based,industrial/manufacturing.It is not applicable to moving services in mainland Europe.2 Normative referencesThe following referenced documents are indispensable for the applicati
15、on ofthis document. For dated references, only the edition cited applies. For undatedreferences, the latest edition of the referenced document (including anyamendments) applies.BS EN 14873, Furniture removal activities. Storage of furniture and personaleffects for private individuals Specification f
16、or storage facility and relatedstorage provision3 Terms and definitionsFor the purposes of this British Standard, the following terms and definitionsapply.3.1 overseas moving contractquotation incorporating terms and conditions accepted in writing by thecustomer3.2 overseas moving serviceinternation
17、al moving of household goods and/or personal effects, office orbusiness equipment, furniture, goods and assets3.3 deliveryunpacking, re-assembly and putting in place according to the instructions givento the service provider and in accordance with the overseas moving contract andjob sheet3.4 handlin
18、gdismantling, packing, carrying, moving, loading, stowing, transporting, whererequired, and unloading in accordance with the overseas moving contract3.5 job sheet (instructions and work completion declarations)document, drawn up in several copies, which includes instructions relative to theoverseas
19、moving service and which allows its follow-upNOTE The job sheet is also known as a “job ticket”, “crew sheet”, “work order”,“docket”, “job instructions”, “waybill”, etc.BRITISH STANDARD BS 8564:2011 BSI 2011 13.6 loss and/or damage insuranceinsurance cover arranged as an option by the service provid
20、er to cover thecustomers property against loss and/or damage during the course of theoverseas moving operations3.7 manifestlist of the various consignments that comprise a container load3.8 pre-move surveyvisit by a service provider representative to the customers premises to assess theservice to be
21、 performed and to gather the information required for submitting aproposal3.9 propertyhousehold goods and/or personal effects, office or business equipment,furniture, goods and assets3.10 quotationwritten proposal of the overseas moving service and offer price3.11 supervisorperson responsible for ma
22、naging the removal process on siteNOTE The supervisor might also be known as the “foreman”, “charge hand”,“team leader” or “project manager”.4 GeneralCOMMENTARY ON CLAUSE 4The provision of a generally acceptable, customer-oriented overseas moving servicerequires the detailed gathering and timely sup
23、ply of accurate and relevantinformation and the application of human and technical skills and means at each ofthe following three phases: preparation/presentation of preliminary information (see Clause 5); provision of the overseas moving service (see Clause 6); monitoring of the overseas moving ser
24、vice (see Clause 7).The service provider shall ensure that all administrative, commercial andoperational personnel involved in the three phases of the performance of theoverseas moving service (see commentary) are familiar with this British Standardand how to meet its requirements.5 Initial contact
25、and preliminary information5.1 General5.1.1 The service provider shall seek to obtain from the customer allinformation required in order to carry out the overseas moving service inaccordance with the service providers established procedures. This shallinclude information relating to:a) the core serv
26、ice (see 5.2); andb) any additional optional services (see 5.3).NOTE Obtaining all information required in order to carry out the service inaccordance with the service providers established procedures might involve contactwith other parties, such as landlord and statutory authorities.BRITISH STANDAR
27、DBS 8564:20112 BSI 20115.1.2 The service provider shall advise the customer of the need for allrelevant information to be provided to ensure that no incorrect assumptionsare made.5.1.3 Initial contact with the customer and the assessment of the work to beundertaken shall be carried out by competent
28、personnel of the serviceprovider.NOTE The personnel dealing with the initial contact should have a professionalattitude. The competence of the personnel should include the ability to gain theconfidence of the customer and the sales and technical skills acquired throughtraining and practical experien
29、ce. See also 9.5.5.2 Core serviceThe service provider shall seek to obtain all relevant information relating to thecollection and delivery addresses, which could affect the physical performance ofthe move.NOTE The service provider should undertake a pre-move survey of the originalpremises and the pr
30、operty to be moved. The survey can be carried out either directlyor through another service provider.5.3 Optional servicesThe service provider shall determine whether any additional optional servicesare to be provided as part of the overseas moving service. The service providershall be capable of pr
31、oviding any of the following optional services:a) pre-move survey;b) loss and/or damage insurance;c) building protection;d) IT equipment relocation;e) removal of fixtures and fittings;f) packing and unpacking of fragile and/or non fragile objects;g) packing and unpacking of sequential material, e.g.
32、 files, books;h) dismantling and reassembling of knock down or unit furniture;i) supply of packing materials in advance;j) additional handling operations within the premises;k) special packing and handling of high value objects, identified by thecustomer;l) special handling of large and/or heavy obj
33、ects;m) preparation of an itemized packing list;n) “export” type packing;o) clearance and disposal services;p) supply of labels for identification and location of items;q) storage of items and associated handling, retrieval and re-delivery services;andr) supply of crates for the stowing, carriage an
34、d delivery of small items.BRITISH STANDARD BS 8564:2011 BSI 2011 35.4 QuotationsA written quotation shall be provided to the customer (either in hard copy or byemail) promptly following the gathering of the preliminary information and itshall incorporate:a) the date of drawing up the quotation;b) th
35、e contact details of the service provider;c) the name and address of the customer;d) the contact details for the customers representative(s);e) if known, the planned carrying out period or dates;f) the collection and delivery addresses;g) the detail of the services to be provided including any speci
36、al or optionalservices that the customer might choose to select;h) responses to any tender documents or the customers specification;i) the procedures by which the customer may make specific observations;j) the procedures for making complaints and/or claims;k) the terms of insurance if offered and/or
37、 the liability of the overseas movingcontract;l) the cost of the services and whether this is estimated or fixed;m) the terms of payment;n) the terms and conditions of the overseas moving contract;o) the agreement as to whether the customer or the service provider isresponsible for arrangement and p
38、ayment of ancillary services, such asparking fees; andp) any special measures to be taken with regard to health, safety and security,Customs and export/import regulations.5.5 Commencement of serviceThe service shall commence on receipt of the signed acceptance of quotationand the service provider co
39、nfirming agreement.6 Information communicated by the serviceprovider6.1 Following the booking of an export consignment onto a vessel or flight theservice provider shall convey the despatch details promptly to the destinationagent, booking agent (if applicable) and the customer.6.2 The advice to the
40、destination agent and the booking agent shall include:a) customers name;b) origin town and country, destination town and country;c) customers contact details at destination;d) names and addresses of origin agent and destination agent;e) insurance or liability arrangements;f) billing instructions;g)
41、weight, volume and number of items;BRITISH STANDARDBS 8564:20114 BSI 2011h) mode of transport;i) method of packing e.g. full container load (FCL), less than container load(LCL), groupage;j) vessel name / flight number;k) estimated date of departure;l) port of departure;m) estimated date of arrival;n
42、) port of arrival;o) container number(s) and seal number(s) when applicable;p) bill of lading number / airwaybill number; andq) any special instructions e.g. customers preferred delivery date, storagerequirements, etc.6.3 The advice to the customer shall include:a) vessel/flight;b) estimated date of
43、 departure;c) port of departure;d) estimated date of arrival;e) port of arrival; andf) name and address of destination agent.6.4 Following receipt and delivery of an import shipment the service providershall convey the following details promptly to the origin agent and (if different)to the booking a
44、gent:a) customers name;b) origin town and country, destination town and country;c) mode of transport;d) destination address;e) delivery date; andf) condition of consignment.7 Provision of the overseas moving service7.1 Job sheet7.1.1 A job sheet shall be drawn up for the overseas moving service and
45、shallcontain the following:a) the name, address and contact details of the service provider;b) the name and address of the customer;c) the place(s) of collection and place(s) of delivery;d) the contact details of the customers representative(s) at the place ofcollection and the place of delivery;e)
46、risk assessment information;f) the availability and details of access and parking arrangements, lifts andloading/unloading docks at the places of collection and delivery;BRITISH STANDARD BS 8564:2011 BSI 2011 5g) the identification mark(s) of the vehicle(s) or container(s) being used;h) any specific
47、 security arrangements;i) a description of the property to be moved, including the estimate volume;j) the method(s) of packing e.g. export wrap, blanket wrap, carding, crating;k) the mode of transport e.g. road, sea or air;l) the method of loading and carriage e.g. part-load, exclusive use of vehicl
48、e,loose or cased groupage, LCL, FCL, airfreightm) the time schedule for the collection and delivery operations;n) the procedures for making complaints and/or claims; ando) a work completion declaration for signing.7.1.2 A copy of the job sheet shall be provided to:a) the customer or the customers re
49、presentative upon completion of eachphase or shift; andb) the operational personnel, or, where the occasion arises, a third partyentrusted with carrying out the overseas moving operations.7.1.3 A job sheet shall be used by the operational personnel at each phaseof the service.7.1.4 On completion of the service, the job sheet, delivery sheet, and workcompletion declaration shall be signed by both the customer and the crewsupervisor on behalf of the service provider to confirm completion of theagreed services and then retained on
