1、| | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | BRITISH STANDARD BS EN 12522-2:1998 The Eu
2、ropean Standard EN 12522-2:1998 has the status of a British Standard ICS 03.080.30 NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW Furniture removal activities Furniture removal for private individuals Part 2: Provision of serviceThis British Standard, having been prepared und
3、er the direction of the Consumer Products and Services Sector Committee, was published under the authority of the Standards Committee and comes into effect on 15 December 1998 BSI 1998 ISBN 0 580 30573 2 BS EN 12522-2:1998 Amendments issued since publication Amd. No. Date Text affected National fore
4、word This British Standard is the English language version of EN 12522-2:1998. The UK participation in its preparation was entrusted by Technical Committee PKW/6, Transportation services, to Subcommittee PKW/6/4, Removal services, which has the responsibility to: aid enquirers to understand the text
5、; present to the responsible European committee any enquiries on the interpretation, or proposals for change, and keep the UK interests informed; monitor related international and European developments and promulgate them in the UK. A list of organizations represented on this subcommittee can be obt
6、ained on request to its secretary. Cross-references The British Standards which implement international or European publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled International Standards Correspondence Index, or by using the Find faci
7、lity of the BSI Standards Electronic Catalogue. A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application. Compliance with a British Standard does not of itself confer immunity from legal obliga
8、tions. Summary of pages This document comprises a front cover, an inside front cover, the EN title page, pages 2 to 6, an inside back cover and a back cover.CEN European Committee for Standardization Comite Europe en de Normalisation Europa isches Komitee fu r Normung Central Secretariat: rue de Sta
9、ssart 36, B-1050 Brussels 1998 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 12522-2:1998 E EUROPEAN STANDARD EN 12522-2 NORME EUROPE ENNE EUROPA ISCHE NORM June 1998 ICS 03.080.30 Descriptors: moving, services, operating require
10、ments, specifications, user supplier relations, after-sales, quality, organization English version Furniture removal activities Furniture removal for private individuals Part 2: Provision of service Activite sd ed e me nagement De me nagement de particuliers Partie 2: Mise en oeuvre du service Unzug
11、sdienste Umzug fu r Privatpersonen Teil 2: Bereitstellung von Dienstleistungen This European Standard was approved by CEN on 13 May 1998. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a nationa
12、l standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards 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 o
13、ther language made by translation under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany,
14、 Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom.Page 2 EN 12522-2:1998 BSI 1998 Foreword This European Standard has been prepared by Technical Committee CEN/TC 320, Transportation services, the Secretariat of which is held by
15、 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 1998, and conflicting national standards shall be withdrawn at the latest by December 1998. According to the CEN/CENELEC Internal Regu
16、lations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the
17、United Kingdom. It is Part 2 of a standard on furniture removal for private individuals which includes the two following parts. Part 1: Service specification. Part 2: Provision of service. Contents Page Foreword 2 Introduction 3 1 Scope 3 2 Normative references 3 3 Provision of the usual furniture r
18、emoval service 3 3.1 General 3 3.2 Preliminary information 3 3.2.1 Human resources 3 3.2.2 Technical skills 3 3.3 Carrying out phase 3 3.3.1 Human resources 3 3.3.2 Technical means 3 3.4 After sales service 4 4 Organization and implementation rules of the “furniture removal” quality approach 4 4.1 Q
19、uality policy: drawing up and in-house communication 4 4.2 Responsibilities, means and personnel for conducting, controlling and reviewing the quality policy 5 4.3 Quality manual 5 4.3.1 General 5 4.3.2 Purchasing 5 4.3.3 Personnel 5 4.3.4 Equipment (does not include consumables e.g. packing materia
20、l) 5 4.3.5 Incidents/accidents 5 4.3.6 Quality control 5 4.4 Control of quality-related documents 5 4.5 Assessment of subcontractors 6 4.6 Elimination of non-standard service 6 4.7 Corrective action 6 4.8 Training 6Page 3 EN 12522-2:1998 BSI 1998 Introduction This standard forms part of a system of
21、reference relative to the removal of household furniture and effects aimed at dealing with the service and with the provision of the service to private individuals conducted by the profession. Within each activity, it has been necessary to make a distinction between the service on the one hand, and
22、the provision of the service on the other hand: the service: all the services agreed upon between the service provider and the customer within the framework of the contract; includes characteristics which allow this said service to be assessed; the provision of the service: all the means engaged by
23、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: to create a dialogue with the consumers which is favourable to the p
24、rofession; to 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; to protect customers against provision of services, the characteristics of which may not be in compliance with the standards;
25、 to 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 European custo
26、mer by having at its disposal, in particular, harmonized general conditions of contract. 1 Scope This standard specifies the minimum qualitative and quantitative rules and characteristics of the provision of a furniture removal service, the service specifications of the furniture removal service bei
27、ng defined in EN 12522-1. The standard also specifies the requirements for a quality approach. This standard applies only to those activities which relate to the mobility of private individuals, where the contract is entered into by an individual or by an employer or relocation agent when the latter
28、 requires the moving of personal property, generally consisting of non-commercial property and/or property which is in current use. 2 Normative references This European Standard incorporates by dated or undated reference, provisions from other publications. These normative references are cited at th
29、e appropriate places in the text and the publications are listed hereafter. For dated references, subsequent amendments to or revisions of any of these publications apply to this European Standard only when incorporated in it by amendment or revision. For undated references the latest edition of the
30、 publication referred to applies. EN 12522-1: 1998, Furniture removal activities Furniture removal for private individuals Part 1: Service specification. 3 Provision of the usual furniture removal service 3.1 General The carrying out of the quantitative and qualitative performances related to the us
31、ual furniture removal service requires the implementation of the following human and technical skills and means, at each of the three phases of the performance of the service. The administrative, commercial and operational personnel involved in these three phases shall be acquainted with EN 12522-1
32、and EN 12522-2 and with the requirements which stem from their implementation. 3.2 Preliminary information The preliminary information shall comprise the elements defined in 4.2 of EN 12522-1:1998. 3.2.1 Human resources The initial contact with the customer and the assessment of the work to be under
33、taken shall be carried out by a delegated employee of the service provider. NOTE The employee dealing with the initial contact should have a friendly and helpful attitude. The competence of the employee should include the ability to gain the confidence of the customer and, additionally, both sales a
34、nd technical skills acquired through training and practical experience. 3.2.2 Technical skills The assessment of the volume can be carried out with the help of a proven method known to reduce the possibility of errors. 3.3 Carrying out phase The carrying out phase includes those elements defined in
35、4.3 and 4.4 of EN 12522-1:1998.Page 4 EN 12522-2:1998 BSI 1998 3.3.1 Human resources The packing, collection and delivery work shall be carried out by a team of removal operatives comprising, at least for half of the number, personnel who have followed a professional training course or who possess o
36、ne years practical experience in furniture removal, supervised by a foreman having a full time contract and who regularly follows a training programme. The handling operations shall be carried out by qualified removal personnel who have followed a training course or who possess an equivalent practic
37、al professional experience. Annual upgrade training should be in-house or external training on a regular basis and an individual record to be kept for each employee. The transport operations shall be carried out by vehicle drivers and other employees who are professionally competent to pack, handle,
38、 load and deliver the customers property. Where possible, certain manual handling operations should be replaced by mechanized handling. NOTE National or European regulations relevant to handling, packing and transport operations should be taken into account. 3.3.2 Technical means The packaging mater
39、ials carried in the vehicle shall be, at least, sufficient and adequate for the quantity and nature of the goods contracted to be transported. The packaging equipment for each vehicle shall include at least the following equipment: a toolbox, trolley, adhesive tape, labels and, for each equipment, i
40、t shall comprise per 10 m 3 of vehicle volume at the minimum 30 covers. The service provider shall always have available for use as specified or required by contracts agreed with customers the following materials: a) a minimum of one wardrobe carton and 10 boxes or crates per 10 m 3 of removal load
41、capacity in the fleet; b) air bubble film, padded paper wrapping, clean white paper and a selection of cartons suitable for the protection of such goods as folded linen and curtains, lampshades, pictures and mirrors. To ensure the safety of the goods carried, the vehicle(s) used, within the meaning
42、of 3.8 of EN 12522-1:1998, the removal vehicle shall be of sturdy box construction, waterproof and dry and equipped with tie rails and/or padding. The doors of the vehicle(s) shall be fitted with locks for security purposes. Overloading shall be avoided. NOTE Considering an average density of househ
43、old furniture and effects between 100 kg and 120 kg per cubic metre, the following Table is given as a guide to the maximum volume to be loaded: Table 1 Maximum weight and volume per vehicle GVW *) Maximum volume tm 3 3,5 14 $ 3,5 7,5 32 $ 7,5 13 53 $ 13 19 75 *) GVW = Gross vehicle weight. Acknowle
44、dging the increasing use of mechanical lifting appliances and the related safety implications these appliances should only be used by suitably trained personnel who are fully aware of the risks involved and of the precautions to be taken. The service provider should select only those items of equipm
45、ent which are designed and manufactured in accordance with relevant legislation, and should ensure that such items are periodically inspected/tested in accordance with such regulation. 3.4 After sales service After sales service comprises the elements defined in 4.4 of EN 12522-1:1998. There shall b
46、e a monitoring of customer satisfaction carried out after completion of the removal operation which could be conducted by means of a questionnaire to be completed by the customer. The monitoring shall be carried out by personnel having sufficient knowledge in removal matters in order to deal with th
47、e amicable settlement of disputes in accordance with the terms of the furniture removal contract and subject to advice from experts and insurance companies. The means of achieving the amicable settlement of a dispute shall provide, if necessary, for the involvement of the professional organization t
48、o which the service provider belongs and the consumer organization consulted by the customer. This approach demonstrates commitment to the amicable settlement of disputes and avoids the need for recourse to legal proceedings. 4 Organization and implementation rules of the “furniture removal” quality
49、 approach 4.1 Quality policy: drawing up and in-house communication The furniture removals company shall be in possession of a written document which: a) deals with the general quality policy; b) is signed by the company manager; c) is revised whenever necessary; d) is brought to the attention of all the personnel.Page 5 EN 12522-2:1998 BSI 1998 This document lays down the general principles incorporated in the furniture removal companys quality policy. In order to ensure the participation and act
