1、 IEC 60300-3-16 Edition 1.0 2008-10 INTERNATIONAL STANDARD NORME INTERNATIONALE Dependability management Part 3-16: Application guide Guidelines for specification of maintenance support services Gestion de la sret de fonctionnement Partie 3-16: Guide dapplication Lignes directrices pour la spcificat
2、ion des services de support de maintenance IEC 60300-3-16:2008 THIS PUBLICATION IS COPYRIGHT PROTECTED Copyright 2008 IEC, Geneva, Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized in any form or by any means, electronic or mechani
3、cal, including photocopying and microfilm, without permission in writing from either IEC or IECs member National Committee in the country of the requester. If you have any questions about IEC copyright or have an enquiry about obtaining additional rights to this publication, please contact the addre
4、ss below or your local IEC member National Committee for further information. Droits de reproduction rservs. Sauf indication contraire, aucune partie de cette publication ne peut tre reproduite ni utilise sous quelque forme que ce soit et par aucun procd, lectronique ou mcanique, y compris la photoc
5、opie et les microfilms, sans laccord crit de la CEI ou du Comit national de la CEI du pays du demandeur. Si vous avez des questions sur le copyright de la CEI ou si vous dsirez obtenir des droits supplmentaires sur cette publication, utilisez les coordonnes ci-aprs ou contactez le Comit national de
6、la CEI de votre pays de rsidence. IEC Central Office 3, rue de Varemb CH-1211 Geneva 20 Switzerland Email: inmailiec.ch Web: www.iec.ch About the IEC The International Electrotechnical Commission (IEC) is the leading global organization that prepares and publishes International Standards for all ele
7、ctrical, electronic and related technologies. About IEC publications The technical content of IEC publications is kept under constant review by the IEC. Please make sure that you have the latest edition, a corrigenda or an amendment might have been published. Catalogue of IEC publications: www.iec.c
8、h/searchpub The IEC on-line Catalogue enables you to search by a variety of criteria (reference number, text, technical committee,). It also gives information on projects, withdrawn and replaced publications. IEC Just Published: www.iec.ch/online_news/justpub Stay up to date on all new IEC publicati
9、ons. Just Published details twice a month all new publications released. Available on-line and also by email. Electropedia: www.electropedia.org The worlds leading online dictionary of electronic and electrical terms containing more than 20 000 terms and definitions in English and French, with equiv
10、alent terms in additional languages. Also known as the International Electrotechnical Vocabulary online. Customer Service Centre: www.iec.ch/webstore/custserv If you wish to give us your feedback on this publication or need further assistance, please visit the Customer Service Centre FAQ or contact
11、us: Email: csciec.ch Tel.: +41 22 919 02 11 Fax: +41 22 919 03 00 A propos de la CEI La Commission Electrotechnique Internationale (CEI) est la premire organisation mondiale qui labore et publie des normes internationales pour tout ce qui a trait llectricit, llectronique et aux technologies apparent
12、es. A propos des publications CEI Le contenu technique des publications de la CEI est constamment revu. Veuillez vous assurer que vous possdez ldition la plus rcente, un corrigendum ou amendement peut avoir t publi. Catalogue des publications de la CEI: www.iec.ch/searchpub/cur_fut-f.htm Le Catalogu
13、e en-ligne de la CEI vous permet deffectuer des recherches en utilisant diffrents critres (numro de rfrence, texte, comit dtudes,). Il donne aussi des informations sur les projets et les publications retires ou remplaces. Just Published CEI: www.iec.ch/online_news/justpub Restez inform sur les nouve
14、lles publications de la CEI. Just Published dtaille deux fois par mois les nouvelles publications parues. Disponible en-ligne et aussi par email. Electropedia: www.electropedia.org Le premier dictionnaire en ligne au monde de termes lectroniques et lectriques. Il contient plus de 20 000 termes et df
15、initions en anglais et en franais, ainsi que les termes quivalents dans les langues additionnelles. Egalement appel Vocabulaire Electrotechnique International en ligne. Service Clients: www.iec.ch/webstore/custserv/custserv_entry-f.htm Si vous dsirez nous donner des commentaires sur cette publicatio
16、n ou si vous avez des questions, visitez le FAQ du Service clients ou contactez-nous: Email: csciec.ch Tl.: +41 22 919 02 11 Fax: +41 22 919 03 00 IEC 60300-3-16 Edition 1.0 2008-10 INTERNATIONAL STANDARD NORME INTERNATIONALE Dependability management Part 3-16: Application guide Guidelines for speci
17、fication of maintenance support services Gestion de la sret de fonctionnement Partie 3-16: Guide dapplication Lignes directrices pour la spcification des services de support de maintenance INTERNATIONAL ELECTROTECHNICAL COMMISSION COMMISSION ELECTROTECHNIQUE INTERNATIONALE T ICS 03.100.40; 03.120.01
18、 PRICE CODE CODE PRIX ISBN 2-8318-1000-6 Registered trademark of the International Electrotechnical Commission Marque dpose de la Commission Electrotechnique Internationale 2 60300-3-16 IEC:2008 CONTENTS FOREWORD.3 INTRODUCTION.5 1 Scope.6 2 Normative references .6 3 Terms, definitions and acronyms
19、7 3.1 Terms and definitions 7 3.2 Acronyms 8 4 Specification of maintenance support services .8 4.1 Purpose of using maintenance support services 8 4.2 Types of maintenance support services.9 4.3 Basic maintenance support agreements 10 4.3.1 Maintenance labour .10 4.3.2 Spare parts10 4.3.3 Training.
20、10 4.3.4 Repairs and overhauls.10 4.3.5 Refurbishment and modifications.11 4.4 Limited service agreements.11 4.5 Long term service agreements 11 4.5.1 Purpose.11 4.5.2 Scope of a LTSA .12 4.5.3 Performance guarantees .12 4.6 Life cycle aspects12 4.6.1 Design and development phase.12 4.6.2 Operation
21、and maintenance phase 13 4.6.3 Obsolescence13 5 Preparation of service agreements .13 5.1 Management responsibility13 5.2 Process for selecting a service provider 13 5.3 Purpose of a maintenance support service agreement.14 5.4 Preparation of a maintenance agreement 14 5.5 Agreement structure and el
22、ements 14 6 Management of maintenance agreements.15 6.1 General .15 6.2 Communication .15 6.3 Monitoring of agreement15 Annex A (informative) Check-list for agreement structure and elements.16 Bibliography22 Figure 1 Interrelationship between types of maintenance support services.9 60300-3-16 IEC:20
23、08 3 INTERNATIONAL ELECTROTECHNICAL COMMISSION _ DEPENDABILITY MANAGEMENT Part 3-16: Application guide Guidelines for specification of maintenance support services FOREWORD 1) The International Electrotechnical Commission (IEC) is a worldwide organization for standardization comprising all national
24、electrotechnical committees (IEC National Committees). The object of IEC is to promote international co-operation on all questions concerning standardization in the electrical and electronic fields. To this end and in addition to other activities, IEC publishes International Standards, Technical Spe
25、cifications, Technical Reports, Publicly Available Specifications (PAS) and Guides (hereafter referred to as “IEC Publication(s)”). Their preparation is entrusted to technical committees; any IEC National Committee interested in the subject dealt with may participate in this preparatory work. Intern
26、ational, governmental and non- governmental organizations liaising with the IEC also participate in this preparation. IEC collaborates closely with the International Organization for Standardization (ISO) in accordance with conditions determined by agreement between the two organizations. 2) The for
27、mal decisions or agreements of IEC on technical matters express, as nearly as possible, an international consensus of opinion on the relevant subjects since each technical committee has representation from all interested IEC National Committees. 3) IEC Publications have the form of recommendations f
28、or international use and are accepted by IEC National Committees in that sense. While all reasonable efforts are made to ensure that the technical content of IEC Publications is accurate, IEC cannot be held responsible for the way in which they are used or for any misinterpretation by any end user.
29、4) In order to promote international uniformity, IEC National Committees undertake to apply IEC Publications transparently to the maximum extent possible in their national and regional publications. Any divergence between any IEC Publication and the corresponding national or regional publication sha
30、ll be clearly indicated in the latter. 5) IEC provides no marking procedure to indicate its approval and cannot be rendered responsible for any equipment declared to be in conformity with an IEC Publication. 6) All users should ensure that they have the latest edition of this publication. 7) No liab
31、ility shall attach to IEC or its directors, employees, servants or agents including individual experts and members of its technical committees and IEC National Committees for any personal injury, property damage or other damage of any nature whatsoever, whether direct or indirect, or for costs (incl
32、uding legal fees) and expenses arising out of the publication, use of, or reliance upon, this IEC Publication or any other IEC Publications. 8) Attention is drawn to the Normative references cited in this publication. Use of the referenced publications is indispensable for the correct application of
33、 this publication. 9) Attention is drawn to the possibility that some of the elements of this IEC Publication may be the subject of patent rights. IEC shall not be held responsible for identifying any or all such patent rights. International Standard IEC 60300-3-16 has been prepared by IEC technical
34、 committee 56: Dependability. The text of this standard is based on the following documents: FDIS Report on voting 56/1271/FDIS 56/1290/RVD Full information on the voting for the approval of this standard can be found in the report on voting indicated in the above table. This publication has been dr
35、afted in accordance with the ISO/IEC Directives, Part 2. A list of all parts of the IEC 60300 series, under the general title Dependability management can be found on the IEC website. 4 60300-3-16 IEC:2008 The committee has decided that the contents of this publication will remain unchanged until th
36、e maintenance result date indicated on the IEC web site under “http:/webstore.iec.ch“ in the data related to the specific publication. At this date, the publication will be reconfirmed, withdrawn, replaced by a revised edition, or amended. 60300-3-16 IEC:2008 5 INTRODUCTION The use of maintenance ag
37、reements is now a common means of providing maintenance support services to owners and operators of products, systems and equipment. These services may be included in the initial design and development phase but they may also be considered and implemented during the operation and maintenance phase.
38、Specification of maintenance support services requires not only the preparation of an agreement but also management and monitoring of services during its implementation. Agreements may be informal arrangements between the two parties or they may entail a formal contract. Maintenance support services
39、 can range in scope from simple ones that might entail repair of a specific type of item to long term, inclusive arrangements with guarantees based on a relevant measure of performance. The agreement must address responsibilities of both the service provider and the company (and possibly the respons
40、ibilities of any warrantee service provided, if another company is involved) with respect to scope and level of services, technical arrangements, organizational arrangements, commercial aspects, legal obligations and contractual requirements. This standard deals only with the service aspects of the
41、agreement and not with legal or contractual requirements. 6 60300-3-16 IEC:2008 DEPENDABILITY MANAGEMENT Part 3-16: Application guide Guidelines for specification of maintenance support services 1 Scope This part of IEC 60300 describes a framework for the specification of services related to the mai
42、ntenance support of products, systems and equipment that are carried out during the operation and maintenance phase. The purpose of this standard is to outline, in a generic manner, the development of agreements for maintenance support services as well as guidelines for the management and monitoring
43、 of these agreements by both the company and the service provider. This standard is intended for use by a wide range of suppliers, maintenance support organizations and users and can be applied to all items. For consistency in this standard, the user, operator and owner are referred to as the compan
44、y and the organization or vendor providing the maintenance support service is called the service provider. This standard is applicable to items, which include all types of products, equipment and systems (hardware and software). Most of these require a certain level of maintenance to ensure that the
45、ir required functionality, dependability, capability, economic, safety and regulatory requirements are achieved. NOTE For consistency, this standard will use the term “item” as defined in 3.1.4, except where the context requires otherwise. 2 Normative references The following referenced documents ar
46、e indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. IEC 60300-3-2, Dependability management Part 3-2: Application guide Collection of depe
47、ndability data from the field IEC 60300-3-3, Dependability management Part 3-3: Application guide Life cycle costing IEC 60300-3-10, Dependability management Part 3-10: Application guide Maintainability IEC 60300-3-12, Dependability management Part 3-12: Application guide Integrated logistic support
48、 IEC 60300-3-14, Dependability management Part 3-14: Application guide Maintenance and maintenance support IEC 60706-2, Maintainability of equipment Part 2: Maintainability requirements and studies during the design and development phase IEC 62402, Obsolescence management Application guide 60300-3-1
49、6 IEC:2008 7 3 Terms, definitions and acronyms For the purposes of this document, the following terms, definitions and acronyms apply. 3.1 Terms and definitions 3.1.1 company recipient of a maintenance support service provided by the maintenance support service provider 3.1.2 corrective maintenance maintenance carried out after fault recognition and intended to put an item into a state in
