CEN Guide 15:2012

Foreword
Introduction
1 Scope
2 Terms and definitions
3 Pre-normative phase
4 Potential content of a service standard
5 Interface with legal requirements
6 Interface with management systems
7 Addressing other horizontal issues
8 Measurement of service quality
Annex A (informative) - The service lifecycle model
Annex B (informative) - Service Environmental checklist
Bibliography

This Guide [see 3.6, e)] provides a methodology for developing generic or sector specific standards in the fieldof services, taking into account the needs and requirements of stakeholders, including consumers (2.7).This Guide is designed to support all those interested in or involved with developing standards in the area ofservices, whether public or private sector, business to business (2.3), business to government (2.5), businessto consumer (2.4) or government to the public (2.10), irrespective of their activity sector or sub-sector.This Guide helps identify in a systematic way topics that each service sector may like to consider for theirinclusion in the standard and also helps organise such information.This Guide also clarifies the interface of service standards with management systems (2.12) or legalrequirements and tackles other relevant aspects.