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

Hans-W. Micklitz
definitions relevant to service standardisation (BSI); (3) safety in the
delivery of services (DIN); (4) good practices in the assessment of
consumer satisfaction (BS); (5) recommendation for complaints and
redress systems (BSI); (6) billing and innovative metering systems (BSI)
and (7) specifications, sourcing, delivery and quality of business-related
services. This project reflects the desire voiced within CEN to get a better
idea of the conditions under which standardisation in the field of services
is feasible and useful. Although the project does not focus on consumer
services, it very well affects consumers,
• BS 8463:2005 ‘Specification for customer billing practice’,
• BS 8477:2007 ‘Code of practice for customer service’.
c) DIN
• DIN 77800 ‘Qualitätsanforderungen an Anbieter der Wohnform
“Betreutes Wohnen für ältere Menschen” ’ – Quality requirements for
providers of “Assisted living for the elderly” 276 ,
• DIN 77700 ‘Dienstleistungen der Lohnsteuerhilfevereine – services of
associations providing tax law advice to citizens’ 277 ,
• DIN ISO 2222 ‘Private Finanzplanung, Anforderungen an private
Finanzplaner’ – private financial planning, requirements on private
providers 278 ,
• PAS 1055 ‘Anforderungen an die Gestaltung der jährlichen Mitteilung an
Versicherungsnehmer über den Stand der Überschussbeteiligung bei
Kapitallebensversicherungen’ – requirements on shaping of annual
communications to insured on the allocation of surplus to capital
insurance policyholders 279 ,
• DIN 77600 ‘Kosmetik-Dienstleistungen in Parfümerien’ – cosmetic
services in perfume shops 280 .
276 Reprinted in DIN (Hrsg.), DIN-Taschenbuch 397, Normen und Standards für
Dienstleistungen, 2006, p. 583.
277 DIN-Taschenbuch 397, p. 503.
278 DIN-Taschenbuch 397, p. 517.
279 DIN-Taschenbuch 397, p. 551.
280 DIN-Taschenbuch 397, p. 571.
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