TSO GUIDE 76 Developmentofservice standards Recommendations for addressing consumer issues First edition 2008 ISO/IEC2008 ISO/IECGUIDE76:2008(E) PDF disclaimer shall not be edited unless the typefaces which are embedded are licensed to and installed on the computer performing the editing. In accepts no liability in this area. Adobe is a trademark of Adobe Systems Incorporated. Details of the software products used to create this PDF file can be found in the General Info relative to the file; the PDF-creation the unlikely event that a problem relating to it is found, please inform the Central Secretariat at the address given below. COPYRIGHTPROTECTEDDOCUMENT ISO/IEC2008 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, Iso's member body in the country of the requester. ISO copyright office Case postale 56.CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail [email protected] Web www.iso.org Published in Switzerland @IsO/IEc 2008-All rights reserved ISO/IEC GUIDE 76:2008(E) Contents Page Foreword. Introduction 1 Scope 2 Normative references ... 3 Terms and definitions. 4 Keyconsumerprinciples.. 4.1 General.. 4.2 Information.. 4.3 Access andfairness 4.4 Choice... 4.5 Safety and security. 4.6 Quality.... 4.7 Redress. 4.8 Environmentalissues 4.9 Representation.... 4.10 Compliancewithlawsand regulations..... 5 Using this Guide 6 Taking account of consumer issues when developing standards... 7 Keyconsumerquestionstoaddress...... 8 Detailed considerationofserviceelementsand relatedtopicareas... 12 8.1 General..... 8.2 Service provider. 8.3 Suppliers 13 8.4 Personnel. 8.5 Customer 8.6 Contract 8.7 Billing 15 8.8 Delivery. 8.9 Serviceoutcome 8.10 Service environment.... 8.11 Equipment 8.12 Safeguards 8.13 Communicationbetweenserviceproviderand customer... 8.14 Communication within service organization....... 19 9 Checklist. 20 AnnexA(informative)Examplesofpossibleservices. 25 Annex B (informative) Illustration of the relevance of the checklist to different kinds of services...... 26 Bibliography ili