1、BRITISH STANDARD Furniture removal activities - Furniture removal for private individuals - Part 2: Provision of service The European Standard EN 12522-2: 1998 has the status of a British Standard ICs 03.080.30 NO COPYING WITHOUT ES1 PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW BS EN 12522-2:1998
2、 STD.BSI BS EN 12522-2-ENGL 1998 0 lb24bb 073bLbL 804 M BS EN 12522-21998 been prepared under the direction of the Consumer Amd. No. Date Products and Services Sector Committee, was published under the authority of the Standards Committee and comes into effect on 16 December 1998 O BSI 1998 ISBN O 6
3、80 30673 2 National foreword Text affected This British Standard is the English language version of EN 12522-2:1998. The UK participation in its preparation was entrusted by %chnid Committee PKW/6, kansportation services, to Subcommittee PKW/6/4, Removal services, which has the responsibility to: -
4、aid enquirers to understand the text; - 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 rep
5、resented on this subcommittee can be obtained on request to its secretary. Cross-references The British Standards which implement nternaional or European publications referred to in this document may be found in the BSI Standards Catalogue under the section entitled “International Stanuidards Electr
6、onic 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 obligations. Summary of pages This doc
7、ument comprises a front cover, an inside front cover, the EN title page, pages 2 to 6, an inside back cover and a back cover. ICs 03.080.30 Descriptors: moving, services, operating requirements, specifications, user supplier relations, after-sales, quality, organization English version Fumiture remo
8、val activities - Furniture removal for private individuals - Part 2: Provision of service Activits de dmnagement - Dmnagement de paraculim - Partie 2: Mise en oeuvre du service Unzugsdienste - Umzug fr Privatpersonen - Teil 2 Bereitstelung von Dienstlexstungen This European Standard was approved by
9、CEN on 13 May 1998. CEN members are bound to comply with the CENKENELEC Internal Regulations which stipulate the conitions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographieal references concerning such national standards ma
10、y be obtained on application to the Centrai Secretariat or to any CEN member. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the Cen
11、trai 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, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands, Norwax Portugal, Spain, Sweden, Switzerland and United Kingdo
12、m. CEN European Committee for Standardization Comit Europen de Normalisation Europisches Komitee fr Normung Central Secretariat: rue de Stassart 36, B-1050 Brussels O 1998 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 12522-2:199
13、8 E Page 2 EN 12522-2:1998 Foreword This European Standard has been prepared by Technical Committee CENRC 320, ?i;insportation services, the Secretanat of which is held by DS. This European Standard shall be given the status of a national standard, either by publication of an identical text or by en
14、dorsement, at the latest by December 1998, and conflicting national standards shall be withdrawn at the latest by December 1998. According to the CENKENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard Austria, Be
15、lgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, I*, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and the United Kingdom. It is Part 2 of a standard on furniture removal for private individuals which includes the two following parts. Part 1
16、: Service spedfkation. Part 2: Frovision of senrice. Contents Foreword Introduction 1 Scope 2 Normative references 3 Provision of the usual furniture removal service 3.1 General 3.2 Preliminary information 3.2.1 Human resources 3.2.2 Technical skills 3.3 Carrying out phase 3.3.1 Human resources 3.3.
17、2 Technical means 3.4 After sales service 4 Organization and implementation niles of the “furniture removal” quaiity approach Quality policy: drawing up and in-house communication for conducting, controlling and reviewing the quality policy 4.1 4.2 Responsibilities, means and personnel 4.3 Qualityma
18、nual 4.3.1 General 4.3.2 Purchasing 4.3.3 Personnel 4.3.4 Equipment (does not include 4.3.5 Incidentslaccidents 4.3.6 Quality control 4.4 Control of quality-related documents 4.5 Assessment of subcontractors 4.6 Elimination of non-standard service 4.7 Corrective action 4.8 kaining “consumables” e.g.
19、 packing material) page 2 3 3 3 4 4 O BSI 1998 Introduction This standard form part of a system of 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 e
20、ach activi: it has been necm to make a distinction between the “service” on the one hand, and 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 fmmework of the contract; includes characteristics whic
21、h allow this said service to be assessed; - the provision of the semyice: ail the means engaged 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 achie
22、ving the following objectives: - to create a diaiogue with the consumers which is favourable to the profession; - 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
23、 against provision of services, the characteristics of which may not be in compliance with the standards; - to allow the professionals of the trade to conduct their activity with the aid of technical specifications that axe clearly defined by a common understanding; - finaily, as regards the single
24、market, to aow the activity to position itself efficiently in order to meet the needs of the European customer by having at its disposal, in particular, harmonized general conditions of contmct. 1 Scope This standard specifies the minimum qualitative and quantitative rules and characteristics of the
25、 provision of a furniture removal service, the service specifications of the furniture removal service being 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,
26、 where the contract is entered into by an individuai or by an employer or relocation agent when the latter requires the moving of personal propem, generally consisting of noncommercial property andor property which is in current use. Page 3 EN 12522-21998 2 Normative references This European Standar
27、d incorporates by dated or undated reference, provisions nom other publications. These normative references are cited at the 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 thi
28、s European Standard only when incorporated in it by amendment or revision. For undated references the latest edition of the publication referred to applies. EN 12522-1: 1998, Furniture removal activities - Furniture removal for private individuals - Part 1: Service specifkation. 3 Provision of the u
29、sual furniture removal service 3.1 General The carrying out of the quantitative and qualitative performances related to the usual 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
30、. The administrative, commercial and operational personnel involved in these three phases shall be 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 i
31、nitial contact with the customer and the assessment of the work to be undertaken 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 abi
32、lity to gain the confidence of the customer and, additionally, both sales and 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 hown to reduce the possibility of errors. 3.3 Car
33、rying out phase The canying out phase includes those elements defined in 4.3 and 4.4 of EN 12522-1:1998. aCqUahtd with EN 12522-1 and EN 12522-2 and with O BSI 1998 Page 4 EN 12522-21998 Maximum volume GVW*) t m3 3.5 14 3.3.1 Human resources The packing, collection and delivery work shall be carried
34、 out by a team of removal operatives comprisii, at least for half of the number, personnel who have followed a professional training course or who possess one years practical experience in furniture removal, supervised by a foreman having a fuil time contract and who regularly follows a training pro
35、gramme. The handiing operations shall be bed out by qualified removal personnel who have followed a tsallung course or who possess an equivalent practical professional experience. Annual upgrade training should be in-house or external training on a regular basis and an individual record to be kept f
36、or each employee. The transport operations shall be carried out by vehicle drivers and other employees who axe professionally competent to pack, handle, load and deliver the customers propem. Where possible, certain manual handling operations should be replaced by mechanized handling. NOTE National
37、or European regulations relevant to handling, packing and transport operations should be taken into account 3.3.2 lkchnicd means The packaging materials carried in the vehicle shall be, at least, sufficient and adequate for the quantity and nature of the goods contracted to be bransported The packag
38、ing equipment for each vehicle shall include at least the following equipment: a toolbox, trolley, adhesive tape, labels and, for each equipment, it shall comprise per 10 m3 of vehicle volume at the minimum 30 covers. The service provider shall always have available for use as specified or required
39、by contracts agreed with customers he foliowing materials: a) a minimum of one warhobe carton and 10 boxes or crates per 10 m3 of remod load 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 fol
40、ded linen and curtains, lampshades, pictures and mirrors. To ensure the safety of the goods carried, the vehicle) used, within the meaning of 3.8 of EN 12522-1:1998, the removal vehicle shd be of sturdy box construction, waterproof and dry and equipped with tie rails and/or padding. The doors of the
41、 vehicle) shaU be fitted with locks for security purposes. Overloading shail be avoided 2 3,5 7,5 NOTE Considering an average density of household 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 - Max
42、imum weight and volume per vehicle 32 I 2 13 19 I 75 I *) GVW = Gross vehicle weight. Acknowledging the increasing use of mechanical ling 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
43、 the precautions to be taken. The service provider should select only those items of equipment which are designed and manufactured in accordance with relevant legislation, and should ensure that such items are periodically inspectedksted in accordance with such regulation. 3.4 After sales service Af
44、ter sales service comprises the elements defined There shall be 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 su
45、fficient knowledge in removal matters in order to deal with the 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 nec
46、e-, for the involvement of the professional organization to which the service provider belongs and the consumer organization consulted by the customer. This approach demonstsates commitment to the amicable settlement of disputes and avoids the need for recourse to legal proceedings. in 4.4 of EN 125
47、22-1:1998. 4 Organization and implementation rules of the “furniture removal” quality 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 policx b) is signed by the comp
48、any manager; c) is revised whenever necessary; d) is brought to the attention of all the personnel. O BSI 1998 This document lays down the general principles incorporated in the furniture removal companys quality policy. In order to ensure the participation and active co-operation of the personnel i
49、n the drawing up and implementation of this said policy a consultation and review procedure, appropriate to the size of the company, shall be introduced and operated. 4.2 Responsibilities, means and personnel for conducting, controlling and reviewing the quality policy The responsibilities and authority of the persons who have an impact on quality shall be clearly dened, particularly those responsible for the following functions: a) quality; b) sales; c) operations. In a small company, these functions may all be fulfilled by the company manager/owner or any ot
