Sosiologi. Tjenester. Bedriftsorganisasjon og -ledelse. Administrasjon. Transport

1.1 Application: This document defines the common nonconformity data definition and documentation that shall be exchanged between an internal/external supplier or sub-tier supplier, and the customer when informing about a nonconformity requiring formal decision. The requirements are applicable, partly or totally, when reporting a product nonconformity to the owner or operator, as user of the end item (e.g. engine, aircraft, spacecraft, helicopter), if specified by contract. Reporting of nonconformity data, either electronically or conventionally on paper, is subject to the terms and conditions of the contract. This also includes, where applicable, data access under export control regulations. 1.2 Purpose: The process of exchanging, coordinating, and approving nonconformity data via waiver/concession or product quality escape varies with the multiple relationships and agreements among all parties concerned. The information provided by this document forms architecture for submitting and managing data that allows for concise and accurate communication using various methods. The main objective of this document is to provide the definition of a data set that can be integrated into any form of communication (e.g. electronic data interchange, submission of conventional paper forms).

This document defines the architecture of toll system environments in which a customer with one contract may use a vehicle in a variety of toll domains and with a different Toll Charger for each domain. Toll systems conforming to this document may be used for various purposes including road (network) tolling, area tolling, collecting toll for bridges, tunnels, ferries, for access, for parking. From a technical point of view the considered toll systems use electronic equipment on-board of a vehicle. The actual collection of the toll, i.e. collecting payments, is outside of the scope of this document. The architecture in this document is defined with no more details than those required for an overall overview, a common language, an identification of the need for and interactions among other standards, and the drafting of these standards. This document as a whole provides: • The enterprise view on the architecture, which is concerned with the purpose, scope and policies governing the activities of the specified system within the organization of which it is a part. • Terms and definitions for common use in a toll environment • A decomposition of the toll systems environment into its main enterprise objects • The roles and responsibilities of the main actors • Identification of the provided services by means of action diagrams that underline the needed standardised exchanges • Identification of interoperability interfaces and related standards

This European Standard specifies complaints handling principles related to domestic and international postal services. It applies to both national and cross border services. The standard also gives guidance for compensation and redress procedures. This European Standard may be applied to all types of postal service both Universal service and non-universal service and by all types of postal organizations. It defines various types of complaints and establishes a methodology for handling complaints in order to improve the service given to postal users. It also gives guidance for complaints handling processes to be set up by postal service providers in order to improve quality of service. This European Standard provides guidelines beyond the requirements given in ISO 10002 and ISO 9001 in order to consider both the effectiveness and efficiency of a complaint handling process, and consequently the potential for improvement of the performance of an organization. When compared to ISO 9001, the objectives of customer satisfaction and product quality are extended to include the satisfaction of interested parties and the performance of the organization. This European Standard is applicable to the processes of the organization and consequently the quality management principles on which it is based can be deployed throughout the organization. It should be noted that the number of complaints received might not be related to the level of service given. A large number of complaints may on the contrary reflect the effectiveness of the postal operator's complaint handling process.

This document contains general principles and requirements for the competence, consistent operation and impartiality of bodies providing validation and verification as conformity assessment. Bodies operating to this document can be internal (first party), collaborative (second party) as well as independent (third party) bodies and need not offer both, validation and verification activities. This document is applicable to validation and verification bodies in any sector, providing assurance through confirmation that claims or declarations are either plausible with regard to the intended purpose (validation) or correctly stated (verification). This document shall be applied in conjunction with sector specific programmes that contain requirements for validation and verification processes and rules. This document can be used as a basis for accreditation by accreditation bodies, peer assessment within peer assessment groups, or other forms of recognition of validation and verification bodies by international or regional organizations, governments, regulatory authorities, program or scheme owners, industry bodies, companies, customers or consumers. NOTE This document contains generic requirements and is neutral with regard to the operated validation or verification programme. Requirements of the applicable programmes are additional to the requirements of this document.