1、The human-centred organization Rationale and general principlesBS EN ISO 27500:2017BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06National forewordThis British Standard is the UK implementation of EN ISO 27500:2017. It is identical to ISO 27500:2016. It supersedes B
2、S ISO 27500:2016 which is withdrawn. The UK participation in its preparation was entrusted to Technical Committee PH/9, Applied ergonomics.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary
3、provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2017 Published by BSI Standards Limited 2017ISBN 978 0 580 95925 7ICS 13.180Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was publis
4、hed under the authority of the Standards Policy and Strategy Committee on 31 March 2016.Amendments/corrigenda issued since publicationDate Text affected31 July 2017 This corrigendum renumbers BS ISO 27500:2016 as BS EN ISO 27500:2017BRITISH STANDARDBS EN ISO 27500:2017EUROPEAN STANDARDNORME EUROPENN
5、EEUROPISCHE NORMEN ISO 27500May 2017ICS 13.180EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUNGCEN-CENELEC Management Centre: Avenue Marnix 17, B-1000 Brussels 2017 CEN Ref. No. EN ISO 27500:2017: EAll rights of exploitation in any form and by any mea
6、ns reserved worldwide for CEN national MembersThe human-centred organization - Rationale and general principles (ISO 27500:2016)Organisme centr sur lhumain - Justification et principes gnraux (ISO 27500:2016)Die menschzentrierte Organisation - Zweck und allgemeine Grundstze (ISO 27500:2016)This Euro
7、pean Standard was approved by CEN on 12 April 2017.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 national standard without any alteration. Up-to-date lists and bibliographical references conc
8、erning such national standards may be obtained on application to the CEN-CENELEC Management Centre 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 int
9、o its own language and notified to the CEN-CENELEC Management Centre has the same status as the official versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Ge
10、rmany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.English VersionEN ISO 27500:2017 (E)European forewordThe text of ISO 27500:2016 has
11、 been prepared by Technical Committee ISO/TC 159 “Ergonomics” of the International Organization for Standardization (ISO) and has been taken over as EN ISO 27500:2017 by Technical Committee CEN/TC 122 “Ergonomics” the secretariat of which is held by DIN.This European Standard shall be given the stat
12、us of a national standard, either by publication of an identical text or by endorsement, at the latest by November 2017, and conflicting national standards shall be withdrawn at the latest by November 2017.Attention is drawn to the possibility that some of the elements of this document may be the su
13、bject of patent rights. CEN and/or CENELEC shall not be held responsible for identifying any or all such patent rights.According to the CEN-CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, B
14、ulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Swit
15、zerland, Turkey and the United Kingdom.Endorsement noticeThe text of ISO 27500:2016 has been approved by CEN as EN ISO 27500:2017 without any modification.iiBS EN ISO 27500:2017ISO 27500:2016(E)Foreword ivIntroduction v1 Scope . 12 Terms and definitions . 13 Understanding what being human-centred me
16、ans for the organization 33.1 The benefits of being human-centred . 33.2 The responsibility of organizations to be human-centred 33.3 The growth of a human-centred approach from design to organizations . 43.4 Characteristics of the human-centred approach to design . 43.5 The human-centred approach,
17、regulation, and legislation . 44 Principles of the human-centred approach 54.1 General . 54.2 Capitalize on individual differences as an organizational strength 54.3 Make usability and accessibility strategic business objectives . 54.4 Adopt a total system approach 64.5 Ensure health, safety, and we
18、ll-being are business priorities 64.6 Value personnel and create meaningful work . 64.7 Be open and trustworthy . 64.8 Act in socially responsible ways . 75 Risks from failing to apply human-centred principles . 75.1 General . 75.2 Complexity of risk 75.3 Assessing risk . 85.4 Managing and mitigatin
19、g risk 86 Guidance on implementing human-centred principles and minimising risks 96.1 General . 96.2 Ways of ensuring that the principles have been applied 96.3 Risks from failing to apply human-centred principles 117 Guidance on integrating a human-centred approach throughout the organization 137.1
20、 General 137.2 The relationship of an organizations characteristics to the human-centred approach .137.3 Practices for integrating a human-centred approach throughout the organization 137.4 Reviewing and continually improving the organizations actions related to the human-centred approach . 14Annex
21、A (informative) International Standards relevant to each principle of the human-centred approach 15Annex B (informative) Examples of organizations whose websites indicate support for the principles 16Bibliography .20 ISO 2016 All rights reserved iiiContents PageBS EN ISO 27500:2017ISO 27500:2016(E)F
22、orewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a tec
23、hnical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters o
24、f electrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document
25、 was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such p
26、atent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents).Any trade name used in this document is information given for the convenience of users and does no
27、t constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary information
28、 The committee responsible for this document is ISO/TC 159, Ergonomics, Subcommittee SC 1, General ergonomics principles.iv ISO 2016 All rights reservedBS EN ISO 27500:2017ISO 27500:2016(E)IntroductionNOTE This introduction serves as an executive summary of this International Standard.Human well-bei
29、ng is now recognized by the G7 (the worlds seven biggest economies) as an important economic measure to complement traditional measures of national output. Organizations are being judged not only on their return on the investment of their owners, but also on much broader issues such as how well they
30、 fulfil their responsibility to the society and the impact they have on the environment in both the short and long term. In those areas, organizations often turn to high level standards such as ISO 26000, ISO 31000, and ISO/IEC 38500.This International Standard explains to executive board members th
31、e values and beliefs that make an organization human-centred, the significant business and operational benefits that arise, and the policies they need to put in place to achieve this. This International Standard identifies the key criteria which demonstrate that each principle has been met, the impl
32、ications for the organization of failing to meet the relevant criteria and what steps can be taken to mitigate the risks of such failure.Adding value by applying a human-centred approach to enhance total system performance and human well-being is the objective of ergonomics (also known as human fact
33、ors). ISO 26800 describes the general ergonomics approach and specifies basic ergonomics principles and concepts applicable to the design and evaluation of tasks, jobs, products, tools, equipment, systems, organizations, services, facilities, and environments. There are a number of standards on ergo
34、nomics and human factors based on these principles and concepts which can be used by managers, engineers, and designers in selecting, designing, and managing systems and equipment to ensure that they are effective, efficient, and satisfying to use. These International Standards are not normally the
35、direct concern of the executive board of an organization.This International Standard, in contrast, draws on that extensive body of ergonomics and human factors knowledge and presents the rationale and general principles of human-centredness in a concise form for executive board members. It explains
36、the seven principles which characterize a human-centred organization. These principles are the following: capitalize on individual differences as an organizational strength; make usability and accessibility strategic business objectives; adopt a total system approach; ensure health, safety, and well
37、-being are business priorities; value employees and create a meaningful work environment; be open and trustworthy; act in socially responsible ways.In design processes, the term user-centred is often used to reflect that the design of the product, system, or service takes account of human characteri
38、stics both to minimize risks and to optimize well-being and performance. The term human-centred is used to reflect that organizations not only have an impact on their customers (the users of their products and services), but also on their employees, their families and the wider community.This Intern
39、ational Standard is intended to be useful to all types of organizations (whether large or small) in the private, public, and non-profit sectors. While not all parts of this International Standard will be of equal use to all types of organizations, the principles are relevant to every organization. E
40、ach organization will identify which issues are relevant and significant to address through its own considerations and through dialogue with stakeholders. Governmental organizations, like any other organization, may wish to use this International Standard. However, it is not intended to replace, alt
41、er, or in any way, change the obligations of the state. ISO 2016 All rights reserved vBS EN ISO 27500:2017ISO 27500:2016(E)Related International Standards, including some under development on ergonomics processes, are intended to be used by managers who are responsible for implementing the human-cen
42、tred approach in the organization. They will contain both recommendations and requirements.vi ISO 2016 All rights reservedBS EN ISO 27500:2017The human-centred organization Rationale and general principles1 ScopeThis International Standard is intended for executive board members and policy makers of
43、 all types of organizations (whether large or small) in the private, public and non-profit sectors.It describes the values and beliefs that make an organization human-centred, the significant business benefits that can be achieved, and explains the risks for the organization of not being human-centr
44、ed. It provides recommendations for the policies that executive board members need to implement to achieve this. It sets out high-level human-centred principles for executive board members to endorse in order to optimize performance, minimize risks to organizations and individuals, maximize well-bei
45、ng in their organization, and enhance their relationships with the customers. The importance of organizational policy to address human-centredness is emphasized.This International Standard is not a management system standard. It is not intended or appropriate for certification purposes or regulatory
46、 or contractual use.This International Standard is not intended to prevent the development of national standards that are more specific or demanding.2 Terms and definitionsFor the purposes of this document, the following terms and definitions apply.2.1consumerindividual member of the general public
47、purchasing or using property, products, or services for personal use2.2customerorganization or individual purchasing property, products, or services for commercial, private, or public purposes2.3accessibilityextent to which products, systems, services, environments (2.5), and facilities can be used
48、by people from a population with the widest range of characteristics and capabilities to achieve a specified goal in a specified context of useNote 1 to entry: Context of use includes direct use or use supported by assistive technologies.Note 2 to entry: When evaluating accessibility, the three meas
49、ures of usability (effectiveness (2.9), efficiency (2.10), and satisfaction (2.11) can be important.SOURCE: ISO 26800:2011, 2.1, modifiedINTERNATIONAL STANDARD ISO 27500:2016(E) ISO 2016 All rights reserved 1BS EN ISO 27500:2017ISO 27500:2016(E)2.4ergonomicshuman factorsscientific discipline concerned with the understanding of interactions among human and other elements of a system, and the profession that applies theory, principles, data, and methods to design in order to optimize human well-being and overall system performanceNote 1 to entr
