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

Services Standards
Mandate M/371. The stocktaking below does not take those national standards
into account which merely transpose European standards.
a) AFNOR
• ‘Accessibility services: opportunity and feasibility of a standardisation
work in the area of transport and tourism’, project No. 2 approved within
CEN’s bid for programming mandate M/371 in cooperation with NEN,
• ‘Feasibility and opportunity to develop standardisation in the field of
residential homes for elderly people’, project No. 4 approved within
CEN’s bid for programming mandate M/371,
• ‘Feasibility and opportunity to develop standardisation in the field of
services for resident people’, project No. 5 proposed within CEN’s bid for
programming mandate M/371,
• NF X 50-056 ‘Services aux personnes à domicile’,
• NF X 50-058 ‘Etablissement d’hébergement pour personnes agées’,
• NF X 50-575 ‘Prestations d’acceuil externalistes’,
• NF X 50-700 ‘Service quality, approach for improving service quality,
reference and service commitments’,
• NF X 50-720 ‘Quality of services, recommendations for conceiving and
improving welcome’. There is a certain link here to the CEN project on
customer contact centres 274 ,
• NF X 50-722 ‘Quality of services, measurement and monitoring for
improving service quality’,
• NF X 50-767 ‘Qualité des services’,
• AC X 35-501 ‘Label Tourisme & Handicap’.
b) BSI
• Cross-sectoral service standardisation feasibility study, project approved
within CEN’s bid for programming mandate M/371 in cooperation with
AENOR, DIN, DS, EVS and NEN 275 . The activities to be undertaken will
be organised around seven separate modules (1) guidance in the
preparation of service standards (AENOR); (2) glossary of terms and
274 Chapter III, III, 3 c).
275 AENOR stands for Asociación Española de Normalización y Certificación; DS stands for
Danish Standards, EVS for Estonian Standards.
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