BS 7373-3:2005

Committees responsible
Foreword
Introduction
1 Scope
2 Terms and definitions
3 Rationale for preparing a specification
  3.1 Overview
  3.2 The service process
  3.3 Commercial considerations
  3.4 Technical and infrastructure considerations
  3.5 Consumer expectation considerations
  3.6 Regulatory and ethical considerations
4 Identifying the criteria
  4.1 Overview of the criteria to be gathered
  4.2 Researching and understanding consumer needs and
      expectations
  4.3 Understanding the characteristics of the service offering
  4.4 Researching and understanding the market
  4.5 Devising the infrastructure and identifying legislation and
      standards
  4.6 Understanding requirements for marketing and selling
  4.7 Understanding the operation and delivery of the service
  4.8 Understanding the outcome of providing the service
  4.9 Understanding the exit strategy or termination of the service
5 Recording the criteria and writing the specification
  5.1 General
  5.2 Some practical tips for writing the specification
  5.3 Use of the specification template
6 Reviewing the criteria
7 Verifying the service offering against chosen criteria
  7.1 General
  7.2 Preparing a verification plan
  7.3 Verifying the service and producing a verification record
  7.4 Declaration of conformity
8 Service Level Agreement (SLA)
  8.1 General
  8.2 Purpose of an SLA
  8.3 Contents of the SLA
Annex A (informative) Service documentation
Annex B (informative) Quality function deployment (QFD)
Annex C (informative) Related standards and guidance publications
Annex D (informative) Specification template
Annex E (informative) Example verification record
Annex F (informative) Example of declaration of conformity in
                      accordance with BS EN ISO/IEC 17050-1
Annex G (informative) Sources of information
Bibliography
Figures
Tables

Provides guidance on identifying the criteria necessary for producing a specification for a service.

This British Standard gives guidance on identifying the criteria necessary for producing a specification for a service. The service that is the subject of the specification might be complete in its own right or be a component of a larger service, e.g. an airline service or the catering service component.

NOTE1 This standard deals with the core features of the service and does not directly tackle some ethical aspects such as high-pressure selling/marketing, misleading advertisements, advertising aimed at children or corporate social responsibility.

NOTE2 Guidance relating to meeting legislative and statutory requirements, e.g. health and safety, liability, employment law, etc. (see Annex G and Bibliography) is not comprehensive and reference should be made to other sources of information as appropriate.