FD ISO/IEC GUIDE 76

FD ISO/IEC GUIDE 76

February 2009
Published document Cancelled

Development of service standards - Recommendations for addressing consumer issues

ISO/IEC Guide 76:2008 provides general guidance on the issues to be considered in standards for services. On the basis of this guidance, detailed standards can be prepared for any service. ISO/IEC Guide 76:2008 provides a checklist which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consumer interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages. ISO/IEC Guide 76:2008 is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision.

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Main informations

Collections

National standards and national normative documents

Thematics

Silver économie

Publication date

February 2009

Number of pages

39 p.

Reference

FD ISO/IEC GUIDE 76

ICS Codes

03.080.30   Services for consumers
11.020.10   Health care services in general

Classification index

X50-084

Print number

1 - 16/03/2009

International kinship

ISO/IEC GUIDE 76:2008
Sumary
Development of service standards - Recommendations for addressing consumer issues

ISO/IEC Guide 76:2008 provides general guidance on the issues to be considered in standards for services. On the basis of this guidance, detailed standards can be prepared for any service. ISO/IEC Guide 76:2008 provides a checklist which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consumer interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages.

ISO/IEC Guide 76:2008 is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision.

Standard replaced by (1)
FD ISO/IEC GUIDE 76
November 2020
Published document Current
Development of service standards - Recommendations for addressing consumer issues

<p>This document provides guidance on how to meet the needs of consumers in the development of service standards. This document can be used by anyone involved in the development of service standards and can be applied to any service.</p> <p>This document is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid. It also has relevance for public or charitable services, e.g. education, health and care provision, where a financial transaction has not necessarily taken place.</p> <p>This document relates to the provision of services and therefore does not include specific reference to management systems or professional competence requirements.</p>

Table of contents
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  • Avant-propos
    iv
  • Introduction
    v
  • 1 Domaine d'application
    1
  • 2 Références normatives
    1
  • 3 Termes et définitions
    1
  • 4 Principes clés des consommateurs
    4
  • 4.1 Généralités
    4
  • 4.2 Informations
    4
  • 4.3 Accès et équité
    4
  • 4.4 Choix
    4
  • 4.5 Sûreté et sécurité
    4
  • 4.6 Qualité
    5
  • 4.7 Réparation
    6
  • 4.8 Questions environnementales
    6
  • 4.9 Représentation
    6
  • 4.10 Conformité à la loi et à la réglementation
    6
  • 5 Utilisation du présent Guide
    6
  • 6 Prise en considération des attentes des consommateurs lors de l'élaboration des normes
    8
  • 7 Questions clés des consommateurs à prendre en compte
    10
  • 8 Analyse détaillée des éléments de service et des thèmes y afférents
    12
  • 8.1 Généralités
    12
  • 8.2 Prestataire de service
    12
  • 8.3 Fournisseur(s)
    14
  • 8.4 Personnel
    14
  • 8.5 Client
    14
  • 8.6 Contrat
    15
  • 8.7 Facturation
    15
  • 8.8 Prestation
    16
  • 8.9 Service réalisé
    17
  • 8.10 Environnement du service
    17
  • 8.11 Équipement
    17
  • 8.12 Clauses de sauvegarde
    18
  • 8.13 Communication entre le prestataire de service et le client
    19
  • 8.14 Communication au sein de l'organisme prestataire de service
    20
  • 9 Liste de contrôle
    20
  • Annexe A (informative) Exemples de services possibles
    26
  • Annexe B (informative) Illustration de la pertinence de la liste de contrôle pour différents types de services
    27
  • Bibliographie
    32
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