CEN published EN 16114 – European standard on services of consultancy management which embbeded a common quality guidelines for consultancy services. In the long run, EN 16114 implementation will need the same commitment and decisiveness as the development of the standard.
Participants in the CEN/TC 381 have created EN 16114 website to spread the ideas, values and structure of the new standard on managment consultancy services. This website contains material to support the members of the EN 16114 Ambassador program.
CEN Study on European service Standards and their impact on service users and providers
European standards have contributed to a considerable improvement in the quality and safety of goods over the last twenty years. Nevertheless, although standardization is increasingly being used in the field of services, the number of service standards is still very small in comparison with standards in the field of goods. One of the factors hampering progress in the development of service standards is the lack of awareness from service stakeholders of standardization in general and what benefits it can bring to them.
This is the reason why in January 2011 CEN decided to launch a study on the implementation of European services Standards and their impact on service providers and users. The study, carried out by Technopolis, provides data and specific examples on the way in which existing European Standards have been used and highlight their impact on service providers and users.
The results of the study have been published by CEN at the end of January 2012. In the framework of the study six case studies featuring specific companies using standards in the area of diving services, funeral services, maintenance, furniture removal services, translation and passenger transport have been developed. One of the main conclusions of the study is that the most widespread and important benefits of service standards relate to the improvement to service quality and the ability to demonstrate this to customers, which in turn leads to higher levels of customer satisfaction. This is specially highlighted by SMEs.
Service standards are also providing significant benefits in enhancing understanding and communication through definitions/terminology, improved contractual relationships and improved transparency of service. According to the results of the survery carried out in the framework of the study, service standards are also bringhing important benefits by helping service providers to meet legislative or regulatory requirements. A majority of users also indicate that they support cross-border trade and that they have seen improvements in their market share and profitability as a result of implementing service standards.
For further information check our press release on the CEN study on European service standards. For feed-back on the study you may contact Ms Alina Iatan or Mrs Maitane Olabarria Uzquiano.
New Project Committee on services excellence systems
CEN/TC 420 ''Project Committee - Services excellence systems has been created by CEN its German member proposal DIN.
A competitive internal services market concentrate its efforts on optimizing their customers touchpoints and finding the most innovative solutions which create the highest satisfaction level to their customers. In the case of internationally operating service providers, the quality of the services provided has a direct impact on their customers' loyalty. Effective business strategies should be based on a system that constantly produces above-the-average level of service quality and strives for excellence.
The new committee will look into all the relevant aspects for the achievement of customer delight through service excellence systems and will specify the prerequisites and the necessary requirements for it .
The first meeting of CEN/TC 420 will take place on 4 October in Berlin.
For further information, please contact Alina Iatan, Programme Manager for services
New Project Committee on forensic science services
CEN created in May 2012 a new Project Committee, CEN/TC 419 ''Project Committe- Forensic science services'' following a proposal from PKN (Polish Committee for Standardisation)
Several policy initiatives of the EU Council established a legal framework for cross border cooperation, particularly in combating terrorism and cross-border crime over the last decade. The latest statistics show that more and more criminal activities have a cross-border character and criminal proceedings are nowadays carried out by two or more countries according to the legislation in place.
Mutual recognition among European forensic laboratories would be of direct benefit to the cooperation of countries involved in investigations or court proceedings related to the same offence. Particularly important, every single EU citizen has the right to a fair trial and common standards can guarantee that the rights of the individuals are not violated within the EU area. This is also directly dependent on the way the integrity of forensic evidence is secured.
The first meeting of CEN/TC 419 will be decided upon shortly.
For more information you may contact Ms Alina Iatan, Programme Manager for services
CEN created in November 2011 a new CEN Project Committee, CEN/TC 417 "Project Committee - Maritime and port security services". This Project Committee was created following the proposal from ASI (Austrian Standards Institute) to start European standardization work in this area.
Private security providers play an essential and growing role in overall security related to the maritime and port environment. Today there are no industry-driven standards related to the quality of service to be provided by private security companies delivering this kind of services. The development of standards related to service quality is important in order to increase the professionalism of the services offered and to help buyers and clients to be able to compare different offers.
The Project Committee aims at developing a European Standard specifying requirements for the organisation, personnel management and method of practice of a private security company with regard to ship, port and other maritime-related security services.
The last meeting of CEN/TC 417 took place on 5 June 2012 in Brusssels.
For more information, please contact Ms Alina Iatan, Programme Manager for services
New Project Committe on services of osteopaths
CEN created in October 2011 a new CEN Project Committee, CEN/TC 414 "Project Committee - Services of osteopaths". This Project Committee was created folloiwng the proposal from ASI (Austrian Standards Institute) to start European standardization work in the area of osteopath services.
The Forum for Osteopathic Regulation in Europe (FORE) and the Euroepan Federation of Osteopaths (EFO) have identified the need to develop common standards in relation of the services of osteopaths. Currently, there are no consistent standards of education, training and practice of osteopathy across Europe and there are also differences among osteopaths within some Member States.
The definition of requirements and the level of osteopathic service provision - before, during and after the osteopathic intervention- is essential in order to provide a safe enviroment for patients. This would also give patients and the public the information they need to know what to expect from treatment and create a level playing field for osteopaths in Europe.
The second meeting of CEN/TC 414 will take place on 11/12 September in Brussels.
For more information you may contact Ms Alina Iatan, Programme Manager for services
CEN Project Committee on Indoor sun exposure services
In July 2011 the CEN Technical Board approved the proposal from ASI (Austrian Standards Institute) to start European standardization work in the area of tanning facilities. A new CEN Project Committee, CEN/TC 412 "Project Committee - Indoor sun exposure services", has been created in order to develop European Standards in this area.
Over the years, the quality and safety of sun beds and other artificial sunlight devices - without which an indoor sun exposure facility cannot operate – have improved substantially. Nevertheless, the safe use of sun beds is also dependent on the way the service is provided. Particularly important are the hygienic aspects and the way in which consumers are informed about the proper use, including advice according to their skin type. The development of European Standards on the service provision of sun exposure services will therefore contribute to the protection of consumers using these kind of services.
The new Project Committee will develop European Standards on tanning facilities dealing with the assessment of the indoor sun exposure consultant, which provides information and advice to the consumers using these services, and establishing requirements for the provision of services of tanning facilities.
There are already two national standards in Austria dealing with tanning facilities and the training and qualification of indoor sun exposure consultants.
The second meeting of CEN/TC 412 took place on 21/22 May 2012in Brussels.
For more information you may contact Ms Alina Iatan, Programme Manager for services.