BS 7373-3-2005 Product specifications - Guide to identifying criteria for specifying a service offering《产品规范 确立提供服务的识别标准指南》.pdf
《BS 7373-3-2005 Product specifications - Guide to identifying criteria for specifying a service offering《产品规范 确立提供服务的识别标准指南》.pdf》由会员分享,可在线阅读,更多相关《BS 7373-3-2005 Product specifications - Guide to identifying criteria for specifying a service offering《产品规范 确立提供服务的识别标准指南》.pdf(38页珍藏版)》请在麦多课文档分享上搜索。
1、 g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58specifying a service offeringICS 01.110Product specifications Part 3: Guide to identifying criteria
2、 for BRITISH STANDARDBS 7373-3: 2005BS 7373-3:2005This British Standard was published under the authority of the Standards Policy and Strategy Committee on 21 December 2005 BSI 21 December 2005The following BSI references relate to the work on this British Standard:Committee reference MS/4Draft for
3、comment 05/30106092 DCISBN 0 580 47437 2Association of MBASBritish Standards SocietyBusiness Link LancashireDesign CouncilDTI Design and Policy ServicesEngineering Industries AssociationFederation of Small BusinessesInstitute of Quality AssuranceInstitution of Electrical EngineersInstitution of Engi
4、neering DesignersInstitution of Mechanical EngineersMoD UK Defence StandardizationNAFEMSRoyal Institute of British ArchitectsUniversity of GlasgowUniversity of ManchesterCo-opted membersAmendments issued since publicationAmd. No. Date CommentsCommittees responsible for this British StandardThe prepa
5、ration of this British Standard was entrusted to Technical Committee MS/4, Design management systems, upon which the following bodies were represented:Association for Project ManagementAssociation of Innovation ManagementBS 7373-3:2005 BSI 21 December 2005ContentsPageCommittees responsible Inside fr
6、ont coverForeword iiIntroduction 11Scope 12 Terms and definitions 13 Rationale for preparing a specification 33.1 Overview 33.2 The service process 33.3 Commercial considerations 43.4 Technical and infrastructure considerations 53.5 Consumer expectation considerations 53.6 Regulatory and ethical con
7、siderations 64 Identifying the criteria 64.1 Overview of the criteria to be gathered 64.2 Researching and understanding consumer needs and expectations 64.3 Understanding the characteristics of the service offering 84.4 Researching and understanding the market 94.5 Devising the infrastructure and id
8、entifying legislation and standards 94.6 Understanding requirements for marketing and selling 94.7 Understanding the operation and delivery of the service 94.8 Understanding the outcome of providing the service 134.9 Understanding the exit strategy or termination of the service 135 Recording the cri
9、teria and writing the specification 145.1 General 145.2 Some practical tips for writing the specification 145.3 Use of the specification template 146 Reviewing the criteria 157 Verifying the service offering against chosen criteria 157.1 General 157.2 Preparing a verification plan 157.3 Verifying th
10、e service and producing a verification record 157.4 Declaration of conformity 158 Service Level Agreement (SLA) 168.1 General 168.2 Purpose of an SLA 168.3 Contents of the SLA 16Annex A (informative) Service documentation 17Annex B (informative) Quality function deployment (QFD) 18Annex C (informati
11、ve) Related standards and guidance publications 19Annex D (informative) Specification template 20Annex E (informative) Example verification record 24Annex F (informative) Example of declaration of conformity in accordance with BS EN ISO/IEC 17050-1 25Annex G (informative) Sources of information 26Bi
12、bliography 28Figure 1 Service model 4Figure 2 Phases of identifying the criteria 7Figure A.1 Relationship between the various service documents 17iBS 7373-3:2005iiTable 2 Checklist for understanding the service offering 8Table 3 Checklist for identifying the market, competitor information and commer
13、cial viability 10Table 4 Checklist for devising infrastructure and identifying legislation standards 11Table 5 Checklist for understanding requirements for marketing and selling 12Table 6 Checklist for considering how to operate and deliver the service 12Table 7 Checklist for considering customer su
14、pport and understanding the outcome of the service 13Table 8 Checklist for considering termination or exit strategy 13Table 9 Checklist for the contents of an SLA 16Table E.1 Example verification record 24Figure B.1 Simple QFD analysis matrix 18Figure C.1 The different perspectives taken by service
15、standards 19Table 1 Checklist for considering consumer needs 7 BSI 21 December 2005BS 7373-3:2005 BSI 21 December 2005ForewordThis part of BS 7373 has been prepared by Technical Committee MS/4 and its Panel MS/4/-/7.BS 7373 consists of the following parts: Part 1: Guide to preparation; Part 2: Guide
16、 to identifying criteria for a product specification and to declaring product conformity; Part 3: Guide to identifying criteria for specifying a service offeringBS 7373-2 was devised in response to a demand from small businesses for a guide to assist them in preparing a specification for their produ
17、ct, and which would enable them to declare conformity of the product to its specification. Following the success of BS 7373-2, there was a corresponding demand from the service sector for a guide to preparing a specification for a service.The example in 4.2 has been reproduced by kind permission of
18、Pearson Education Ltd from: JOHNSON, R. and CLARK, G., Service operations management. Financial Times/Prentice Hall, 2001.Attention is drawn to a number of sector-specific British Standards relating to services. Refer to the Bibliography for the complete list.This publication does not purport to inc
19、lude all the necessary provisions of a contract. Users are responsible for its correct application.Compliance with a British Standard does not of itself confer immunity from legal obligations.Summary of pagesThis document comprises a front cover, an inside front cover, pages i to iii, a blank page,
20、pages 1 to 30, an inside back cover and a back cover.The BSI copyright notice displayed in this document indicates when the document was last issued.iiiblankBS 7373-3:2005IntroductionWhile the provisions of this standard have been prepared with small- to medium-sized businesses in mind they are equa
21、lly applicable to larger organizations. This guide is aimed at those responsible for specifying the new service that the organization is planning to offer.The service content of many product offerings has increased. No longer is there such a clear distinction between traditional manufacturing indust
22、ry and the service sector. Manufacturers who were once very product oriented now consider the service perspective of their operations to be more important, including customer relationship management and key account management.Despite this blurring between manufacturing and service provision, there a
23、re still some characteristics that services are more likely to exhibit, such as the following: They can be abstract, intangible. They are impossible to keep in stock. They can be produced, delivered, consumed and marketed all at the same time. They usually require the consumer to actively participat
24、e in the process. Consumer and employee interaction can significantly affect the outcome. They can be performed/delivered in the field away from the controlled company environment. The outcome for the consumer is the experience of the process there may or may not be a tangible result. It can be diff
- 1.请仔细阅读文档,确保文档完整性,对于不预览、不比对内容而直接下载带来的问题本站不予受理。
- 2.下载的文档,不会出现我们的网址水印。
- 3、该文档所得收入(下载+内容+预览)归上传者、原创作者;如果您是本文档原作者,请点此认领!既往收益都归您。
下载文档到电脑,查找使用更方便
10000 积分 0人已下载
下载 | 加入VIP,交流精品资源 |
- 配套讲稿:
如PPT文件的首页显示word图标,表示该PPT已包含配套word讲稿。双击word图标可打开word文档。
- 特殊限制:
部分文档作品中含有的国旗、国徽等图片,仅作为作品整体效果示例展示,禁止商用。设计者仅对作品中独创性部分享有著作权。
- 关 键 词:
- BS737332005PRODUCTSPECIFICATIONSGUIDETOIDENTIFYINGCRITERIAFORSPECIFYINGASERVICEOFFERING 产品 规范 确立 提供 服务
![提示](http://www.mydoc123.com/images/bang_tan.gif)
链接地址:http://www.mydoc123.com/p-546759.html