Services Standards: Defining the Core Consumer Elements ... - ANEC

Hans-W. Micklitz
• Environmental issues,
• Representation – of consumers in the standard-making, as fall back
position consultation,
• Compliance with laws and regulations.
(5) Using the Code – reference to ISO 10001 – 10003 on consumer satisfaction,
as well as ISO Guide 71 on the needs of the elderly, as well as ISO Guide 51
on consumer safety, and ISO Guide 50 on child safety,
(6) Developing standards – taking into account the consumer interest – guidance
on how to proceed in ensuring respect of key consumer issues,
(7) Key consumer questions – check list on key questions consumers might ask,
(8) Detailed consideration of service elements and related topic areas –
transforms the key consumer questions (7) into a more detailed list of
requirements which must be met
• Service provider (quality, environmental, occupational health and
safety management, solvency and other financial aspects, integrity
(through codes), capacity (size and resources), social responsibility
(i.e. care of workers, child labour – an international standard is under
consideration), human resources,
• Suppliers – which also includes organisations,
• Personnel knowledge (language), skills and competences, attitude,
training,
• Customers (he who purchases the services, depending on his
capacities),
• Contract (clarity and transparency, objectivity and fairness (fair
contract terms, cancellation rights, complete costings, data
protection), format (layout)),
• Billing (information related to payment, mode of payment, conditions),
• Delivery (trustworthiness, privacy, safety, health and hygiene,
environmental aspects, code of conduct, security),
• Service outcome (satisfaction, continual improvement (ISO quality
standards 9004),
• Service environment (health and safety, accessibility),
• Equipment (quality and safety, accessibility),
• Safeguards (emergency, liability, guarantee, redress),
• Communication between service provider and customer (method,
content, frequency, approachability, attitude policy, code of conduct,
customer satisfaction measurement),
• Communication within service organisation (method, frequency,
shared information),
98