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

Emner: Posttjenester
Komité: CEN/TC 331 (Postal services)
Opprinnelse:
Sluttdato: 15. nov 2018
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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.
Komité: CEN/CLC/JTC 1 (Criteria for conformity assessment bodies)
Opprinnelse:
Sluttdato: 19. nov 2018
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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.
Komité: ISO/TC 68/SC 8 (Reference data for financial services)
Opprinnelse:
Sluttdato: 20. nov 2018
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Komité: ISO/TC 204 (Intelligent transport systems)
Opprinnelse:
Sluttdato: 21. nov 2018
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Komité: ISO/TC 204 (Intelligent transport systems)
Opprinnelse:
Sluttdato: 29. nov 2018
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Komité: ISO/TC 68/SC 8 (Reference data for financial services)
Opprinnelse:
Sluttdato: 17. des 2018
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Komité: ISO/IEC JTC 1/SC 40 (IT Service Management and IT Governance)
Opprinnelse:
Sluttdato: 24. des 2018
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Komité: CEN/TC 348 (Facility Management)
Opprinnelse:
Sluttdato: 3. jan 2019
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This European standard provides guidance to FM organisations on the development and improvement of their processes to support the primary processes. This standard also sets out basic principles, describes high-level generic FM processes, lists strategic, tactical and operational processes and provides examples of process workflows. This standard is written from a primary processes, demand perspective for an audience of all stakeholders in FM processes.
Komité: CEN/TC 348 (Facility Management)
Opprinnelse:
Sluttdato: 3. jan 2019
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This European Standard establishes a common basis for planning and design, area and space management, financial assessment, as well as a tool for benchmarking in the field of Facility Management. This standard covers area and space measurement for existing owned or leased buildings as well as buildings in state of planning or development. This standard presents a framework for measuring floor areas within buildings and areas outside of buildings. In addition, it contains clear terms and definitions as well as methods for measuring horizontal areas and volumes in buildings and/or parts of buildings, independent of their function.
Komité: CEN/TC 348 (Facility Management)
Opprinnelse:
Sluttdato: 3. jan 2019
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FM covers and integrates a very broad scope of processes, products / services, activities and facilities. The approach of this standard is to consider the added value provided to the primary activities by adopting a product perspective as recognised by the primary processes or core business in the organisation. This standard therefore introduces the concept of standardised (classified) facility products. The scope of this standard is to provide taxonomy for FM which includes: - relevant interrelationship of elements and their structures in FM; - definitions of terms and contents to standardise facility products which provide a basis for cross border trade, data management, cost allocation and benchmarking; - a high level classification and hierarchical coding structure for the standardised facility products; - expanding the basic FM model given in EN 15221-1 by adding a time scale in the form of the quality cycle called PDCA (Plan, Do, Check, Act); - a linkage to existing cost and facilities structures; - alignment with the primary activities requirements. Additional benefits from this standard are: - Introducing a client rather than a specifically asset oriented view; - harmonisation of different existing national structures (e.g. building cost codes) on an upper level relevant for the organisation and its primary activities.
Komité: CEN/TC 348 (Facility Management)
Opprinnelse:
Sluttdato: 3. jan 2019
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This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories. This European Standard is applicable to: - FM in public and private organizations; - client organization and service provider relationships; - full range of facility products or facility services; - both types of service providers in FM (internal and external); - all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.). This European Standard is applicable to business services (not consumer oriented). This European Standard does not: - replace the quality management systems of the client organization; - provide standard forms: - for performance and quality management systems (delivering a quality management system); - for defining requirements; - for a measurement tool; - for service level; - apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).