DIN EN 16114-2011 Management consultancy services German version EN 16114 2011《管理咨询服务 德文版 EN 16114-2011》.pdf

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1、December 2011 Translation by DIN-Sprachendienst.English price group 13No part of this translation may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).I

2、CS 03.080.20!$xZK“1855540www.din.deDDIN EN 16114Management consultancy servicesEnglish translation of DIN EN 16114:2011-12UnternehmensberatungsdienstleistungenEnglische bersetzung von DIN EN 16114:2011-12Services de conseil en managementTraduction anglaise de DIN EN 16114:2011-12www.beuth.deIn case

3、of doubt, the German-language original shall be considered authoritative.Document comprises pages11.1127DIN EN 16114:2011-12 A comma is used as the decimal marker. National foreword This standard has been prepared by Technical Committee CEN/TC 381 “Project Committee Management consultancy services”

4、(Secretariat: UNI, Italy). The responsible German body involved in its preparation was the Normenausschuss Dienstleistungen (Services Standards Committee), Working Committee NA 159 BR-01 SO Managementberatungs-Dienst-leistungen. 2 EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 16114 September

5、2011 ICS 03.080.20 English Version Management consultancy services Services de conseil en management Unternehmensberatungsdienstleistungen This European Standard was approved by CEN on 13 August 2011. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the condi

6、tions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN-CENELEC Management Centre or to any CEN member. This European Standard exists

7、 in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same status as the official versions. CEN members are the national stand

8、ards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and U

9、nited Kingdom. Management Centre: Avenue Marnix 17, B-1000 Brussels 2011 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 16114:2011: EEUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE FR NORMUN

10、GEN 16114:2011 (E) 2 Contents Page Foreword 4Introduction .51 Scope 62 Normative references 63 Terms and definitions .74 Principles 94.1 General 94.2 Policies 104.2.1 Regulatory framework 104.2.2 Communication . 114.2.3 Ethics . 114.2.4 Corporate Social Responsibility . 114.2.5 Capability . 114.2.6

11、Quality 114.2.7 Guarantees 114.2.8 Health and safety 114.3 Ongoing evaluation and improvement . 115 Offering 125.1 General . 125.2 Purpose 125.3 Input . 125.4 Outcome 135.5 Contents 135.5.1 General . 135.5.2 Context . 135.5.3 Services and deliverables 135.5.4 Approach and work plan 145.5.5 Roles and

12、 responsibilities . 145.5.6 Terms and conditions 156 Execution . 156.1 General . 156.2 Purpose 156.3 Input . 156.4 Outcome 156.5 Contents 166.5.1 General . 166.5.2 Refining the agreed work plan 166.5.3 Implementing the work plan 166.5.4 Assignment management and monitoring . 166.5.5 Approvals and ac

13、ceptance 187 Closure . 187.1 General . 187.2 Purpose 187.3 Input . 187.4 Outcome 187.5 Content 197.5.1 Legal and contractual matters . 197.5.2 Final evaluation and improvement 19DIN EN 16114:2011-12 EN 16114:2011 (E) 3 7.5.3 Administrative matters 207.5.4 Communication . 207.5.5 Outstanding minor is

14、sues 20Annex A (informative) Examples of ethical guidelines for MCSPs 21Annex B (informative) Examples of values for MCSPs . 22Annex C (informative) Examples of content of a corporate social responsibility statement 23Annex D (informative) Examples of evaluation criteria . 24Bibliography 25DIN EN 16

15、114:2011-12 EN 16114:2011 (E) 4 Foreword This document (EN 16114:2011) has been prepared by Technical Committee CEN/TC 381 “Project Committee - Management consultancy services”, the secretariat of which is held by UNI. This European Standard shall be given the status of a national standard, either b

16、y publication of an identical text or by endorsement, at the latest by March 2012, and conflicting national standards shall be withdrawn at the latest by March 2012. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENEL

17、EC shall not be held responsible for identifying any or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republi

18、c, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. DIN EN 16114:2011-12 EN 16114:2011 (E) 5 Introduction

19、The Treaty of Lisbon and the issue of the Services Directive 2006/123/EC show that Governments are determined to create a borderless market for services. To support this strategy, CEN is establishing a set of service standards. Management consultancy services make a substantial contribution to the E

20、uropean economy. To promote and develop a single market for management consultancy services, the industry and its stakeholders have created this service standard. The aim of this standard is to improve transparency and understanding between clients and management consultancy service providers (herei

21、nafter referred to as MCSPs). This should lead to better results from consultancy projects and reduce barriers to cross-border trade in management consultancy services. Successful application of the standard should enable MCSPs to provide better value for clients and reduce risk in management consul

22、tancy assignments. By improving the quality, professionalism and interoperability of management consultancy, this standard is intended to enhance the effectiveness of the European management consulting industry and accelerate the development of the profession. This standard is based on good practice

23、 from the management consultancy industry in Europe. It includes recommendations to improve the specification, execution, acceptance and closure of management consultancy services, based on research and the experience of a wide range of MCSPs and their clients. This standard takes the form of an eas

24、y-to-understand guidance document, written from the perspective of the service provider. It applies to all MCSPs, whatever their size or specialism, but does not place requirements or obligations on individuals. Innovation and differentiation are important parts of an MCSPs value proposition. The st

25、andard focuses only on the outputs and outcomes; MCSPs are free to use their own methods and approaches. In summary, the guiding principles of this Standard are that it: a) is written as guidance; b) does not require certification; c) focuses on MCSPs, not on clients; d) focuses on MCSPs, not indivi

26、dual internal resources; e) is applicable to all MCSPs; f) is based on outcomes; g) protects innovation and differentiation; h) emphasises importance of understanding clients needs; i) is easy to understand. DIN EN 16114:2011-12 EN 16114:2011 (E) 6 1 Scope This European Standard gives guidelines for

27、 the effective delivery of management consultancy services. This European Standard is applicable to all MCSPs: public and private companies, government entities, not-for-profit organizations and internal consultancy units, regardless of their ownership, structure, size or specialism. This European S

28、tandard applies to any type of assignment for any type of client. It does not place any obligations on the client. This European Standard provides recommendations for carrying out management consultancy services, including: legal and ethical matters (see Clause 4); management, communications and eva

29、luation (see Clause 4); client relationships (see Clause 4); proposal and agreement (see Clause 5); planning and execution (see Clause 6); closure of the assignment (see Clause 7). This European Standard is independent from other normative or regulatory documents, such as: provision of support to sm

30、all businesses (see CEN/TS 99001); quality management systems (see EN ISO 9001:2008); public procurement (see Public Procurement Directive 2004/18/EC). This European Standard does not impose upon or interfere with any contractual obligations or intellectual property rights. Also, it does not require

31、 or imply a need for third-party certification. It is not intended for certification, regulatory or contractual use, and it is not intended nor designed to be used as the basis for any personal or organizational qualification. Any offer to certify, or claims to be certified, to this European Standar

32、d would be a misrepresentation of the intent and purpose and a misuse of this European Standard. As this European Standard does not contain requirements, any such certification would not be a demonstration of conformity with this European Standard. It is not intended to provide a basis for legal act

33、ions, complaints, defences or other claims in any international, domestic or other proceeding, nor is it intended to be cited as evidence of the evolution of customary international law. 2 Normative references Not applicable. DIN EN 16114:2011-12 EN 16114:2011 (E) 7 3 Terms and definitions For the p

34、urposes of this document, the following terms and definitions apply. NOTE Defined terms are in bold. 3.1 agreement formal legally-binding outcome from the offering phase, defining the assignment, consisting of terms and conditions, the requirements and the purpose of the assignment 3.2 assignment se

35、rvice to be provided by the MCSP to the client as described in the agreement NOTE An assignment is typically performed as a project by the MCSP. 3.3 client organization or person that is the recipient of the management consultancy services supplied by the management consultancy service provider NOTE

36、 The definition is adapted from the one of “customer” given in EN ISO 9000:2005, applied to this context. 3.4 closure last phase in the assignment 3.5 communication maintenance between the MCSP and the client of clear and systematic flow of information 3.6 corporate governance system by which an org

37、anization makes and implements decisions in pursuit of its objectives ISO 26000:2010 3.7 deliverable output tangible item produced by the MCSP as part of an assignment NOTE For example a report, a plan, a document. 3.8 enterprise entity engaged in an economic activity, irrespective of its legal form

38、; this includes self-employed persons and family businesses engaged in craft or other activities, and partnerships or associations regularly engaged in an economic activity Commission Recommendation C(2003) 1422 CEN/TS 99001:2008 NOTE This includes public sector entities, NGOs, charities and local g

39、overnments. DIN EN 16114:2011-12 EN 16114:2011 (E) 8 3.9 execution performance of the management consultancy service 3.10 management consultancy service, MCS service set of multidisciplinary activities of intellectual work, within the field of management activities, which aim to create value or prom

40、ote changes, by providing advice or solutions, by taking actions or by producing deliverables 3.11 management consultancy service provider, MCSP enterprise providing management consultancy services 3.12 offering set of activities aimed at reaching an agreement to provide MCS, excluding supplier sele

41、ction and pre-sale activities NOTE See 5.1. 3.13 outcome result of a process or an action which refers to something valuable for the enterprise NOTE For example an improvement of profitability or value of an indicator. 3.14 organization group of people and facilities with an arrangement of responsib

42、ilities, authorities and relationships EN ISO 9000:2005 3.15 process set of interrelated or interacting activities which transforms inputs into outputs EN ISO 9000:2005 3.16 project unique process, consisting of a set of coordinated and controlled activities with start and finish dates, undertaken t

43、o achieve an objective conforming to specific requirements, including the constraints of time, cost and resources NOTE An individual project can form part of a larger project structure. EN ISO 9000:2005 3.17 project governance framework by which a project is directed and controlled NOTE 1 Project go

44、vernance includes aspects such as defining the management structure; the policies, processes and methodologies to be used; limits of authority for decision making; stakeholder responsibilities and accountabilities; and interactions such as reporting and the escalation of issues or risks. DIN EN 1611

45、4:2011-12 EN 16114:2011 (E) 9 NOTE 2 The responsibility for maintaining the appropriate governance of a project is commonly assigned to a project “sponsor” or “leader” or a project steering committee. 3.18 project management direction of the project under the authority of project governance NOTE It

46、is the application of methods, tools, techniques and resources to the management of a project. Project management includes the integration of the various phases of the project life cycle. Project management is accomplished through processes. 3.19 requirement need or expectation that is stated, gener

47、ally implied or obligatory NOTE “Generally implied” means that it is custom or common practice for the organization, its customers and other interested parties, that the need or expectation under consideration is implied. EN ISO 9000:2005 3.20 stakeholder individual and/or organization that is activ

48、ely involved in the assignment or whose interest may be affected as a result of execution or completion of the assignment 4 Principles 4.1 General This European Standard is structured to reflect the typical phases of a consultancy assignment. It also describes (see 4.2 and 4.3) a guiding policy fram

49、ework, and includes guidelines for ongoing evaluation and improvement. Offering phase: The first phase of a consultancy assignment is Offering. The MCSP and the client reach a clear agreement on the service to be provided and commit to working together. Transparency is critical to avoid misunderstanding and minimise risk. Execution pha