FD ISO/IEC GUIDE 76

FD ISO/IEC GUIDE 76

November 2020
Published document Current

Development of service standards - Recommendations for addressing consumer issues

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. 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. This document relates to the provision of services and therefore does not include specific reference to management systems or professional competence requirements.

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Main informations

Collections

National standards and national normative documents

Thematics

Silver économie

Publication date

November 2020

Number of pages

26 p.

Reference

FD ISO/IEC GUIDE 76

ICS Codes

03.080.30   Services for consumers

Classification index

X50-084

Print number

1

International kinship

ISO/IEC 76:2020
Sumary
Development of service standards - Recommendations for addressing consumer issues

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.

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.

This document relates to the provision of services and therefore does not include specific reference to management systems or professional competence requirements.

Replaced standards (1)
FD ISO/IEC GUIDE 76
February 2009
Published document Cancelled
Development of service standards - Recommendations for addressing consumer issues

Le présent document fournit des directives générales relatives aux questions à traiter dans les normes pour les services pour répondre aux attentes des consommateurs. Il propose une liste de critères à utiliser par les représentants des consommateurs et par toute autre personne participant au processus d'élaboration de normes. Son utilisation permet de pleinement prendre en considération tous les sujets présentant un intérêt pour les consommateurs, les besoins des enfants, des personnes âgées, des personnes présentant des incapacités et celles d'origines ethniques et culturelles différentes. Il s'applique à l'ensemble de la gamme des services, qu'ils soient assurés par conclusion d'un contrat formel ou par règlement direct du prix d'achat. Il concerne également les services publics et de bienfaisance qui impliquent un consommateur, un utilisateur ou un participant, mais pas nécessairement un achat dans le domaine de l'éducation, de la santé et des soins.

Table of contents
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  • 1 Domaine d'application
  • 2 Références normatives
  • 3 Termes et définitions
  • 4 Utilisation du présent document
  • 5 Avant de commencer à travailler sur une norme
  • 6 Principes clés des consommateurs à prendre en compte
  • 7 Comment appliquer les principes des consommateurs aux éléments communs d'un service
  • Annexe A Liste de contrôle des attentes des consommateurs - Exemple d'un service immédiat/unique
  • Annexe B Liste de contrôle des attentes des consommateurs - Exemple d'un service contractuel continu
  • Bibliographie
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