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NEWS
New ISO/IEC Guide
February 6, 2008

A new International Organization for Standardization (ISO)/International Electrotechnical Commission (IEC) Guide to developing service standards for consumers will not only benefit standards developers, but will also be of value to service providers in reducing customer complaints and cutting the business costs of poor service.

ISO/IEC Guide 76:2008, Development of service standards – Recommendations for addressing consumer issues, provides an introduction to how the key consumer principles relate to standards development. These principles are safety, information, choice, the right to be heard, access, fairness, quality, redress, environmental issues and compliance with laws and regulations.

The guide provides a series of questions related to all stages of service delivery. It then identifies the service elements to which the questions relate. For ease of use, checklists are then provided for all topic areas within service elements. These checklists provide a quick way for service standard developers to establish whether their work covers all relevant topics.

ISO/IEC Guide 76:2008, Development of service standards – Recommendations for addressing consumer issues, is available at www.iso.org.


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