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

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.

Table of contents
  • 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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