EN 16114-2011 en Management consultancy services《管理咨询服务》.pdf

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1、raising standards worldwideNO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAWBSI Standards PublicationBS EN 16114:2011Management consultancyservicesBS EN 16114:2011 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of EN 16114:2011.The UK participati

2、on in its preparation was entrusted to TechnicalCommittee SVS/1/3, Management consultancy services.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users are respon

3、sible for its correctapplication. BSI 2011ISBN 978 0 580 69606 0ICS 03.080.20Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy and Strategy Committee on 31 October 2011.Amendments issued sinc

4、e publicationDate Text affectedBS EN 16114:2011EUROPEAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 16114 September 2011 ICS 03.080.20 English Version Management consultancy services Services de conseil en management Unternehmensberatungsdienstleistungen This European Standard was approved by CEN on

5、 13 August 2011. CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions 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

6、 be obtained on application to the CEN-CENELEC Management Centre or to any CEN member. This European Standard exists 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 t

7、o the CEN-CENELEC Management Centre has the same status as the official versions. CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Lux

8、embourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: Avenue Marnix 17, B-1000 Brussels 2011 CEN All ri

9、ghts of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. EN 16114:2011: EBS EN 16114:2011EN 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.

10、1 Regulatory framework 104.2.2 Communication . 114.2.3 Ethics . 114.2.4 Corporate Social Responsibility . 114.2.5 Capability . 114.2.6 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 Outcom

11、e 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 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 R

12、efining the agreed work plan 166.5.3 Implementing the work plan 166.5.4 Assignment management and monitoring . 166.5.5 Approvals and acceptance 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 i

13、mprovement 19BS EN 16114:2011EN 16114:2011 (E) 3 7.5.3 Administrative matters 207.5.4 Communication . 207.5.5 Outstanding minor issues 20Annex A (informative) Examples of ethical guidelines for MCSPs 21Annex B (informative) Examples of values for MCSPs . 22Annex C (informative) Examples of content o

14、f a corporate social responsibility statement 23Annex D (informative) Examples of evaluation criteria . 24Bibliography 25BS EN 16114:2011EN 16114:2011 (E) 4 Foreword This document (EN 16114:2011) has been prepared by Technical Committee CEN/TC 381 “Project Committee - Management consultancy services

15、”, the secretariat of which is held by UNI. This European Standard shall be given the status of a national standard, either by 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

16、 is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC 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

17、following countries are bound to implement this European Standard: 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,

18、Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. BS EN 16114:2011EN 16114:2011 (E) 5 Introduction 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,

19、CEN is establishing a set of service standards. Management consultancy services make a substantial contribution to the European 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 s

20、tandard is to improve transparency and understanding between clients and management consultancy service providers (hereinafter 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

21、application of the standard should enable MCSPs to provide better value for clients and reduce risk in management consultancy assignments. By improving the quality, professionalism and interoperability of management consultancy, this standard is intended to enhance the effectiveness of the European

22、management consulting industry and accelerate the development of the profession. This standard is based on good practice from the management consultancy industry in Europe. It includes recommendations to improve the specification, execution, acceptance and closure of management consultancy services,

23、 based on research and the experience of a wide range of MCSPs and their clients. This standard takes the form of an easy-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

24、 or obligations on individuals. Innovation and differentiation are important parts of an MCSPs value proposition. The standard 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 writ

25、ten as guidance; b) does not require certification; c) focuses on MCSPs, not on clients; d) focuses on MCSPs, not individual 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

26、; i) is easy to understand. BS EN 16114:2011EN 16114:2011 (E) 6 1 Scope This European Standard gives guidelines for the effective delivery of management consultancy services. This European Standard is applicable to all MCSPs: public and private companies, government entities, not-for-profit organiza

27、tions and internal consultancy units, regardless of their ownership, structure, size or specialism. This European Standard 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 manag

28、ement consultancy services, including: legal and ethical matters (see Clause 4); management, communications and evaluation (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

29、 European Standard is independent from other normative or regulatory documents, such as: provision of support to small 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 i

30、mpose upon or interfere with any contractual obligations or intellectual property rights. Also, it does not require 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

31、personal or organizational qualification. Any offer to certify, or claims to be certified, to this European Standard 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 no

32、t be a demonstration of conformity with this European Standard. It is not intended to provide a basis for legal actions, 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

33、. 2 Normative references Not applicable. BS EN 16114:2011EN 16114:2011 (E) 7 3 Terms and definitions For the purposes 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 assign

34、ment, consisting of terms and conditions, the requirements and the purpose of the assignment 3.2 assignment service 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

35、 recipient of the management consultancy services supplied by the management consultancy service provider NOTE 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 M

36、CSP and the client of clear and systematic flow of information 3.6 corporate governance system by which an organization 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 rep

37、ort, a plan, a document. 3.8 enterprise entity engaged in an economic activity, irrespective of its legal form; 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 Recomm

38、endation C(2003) 1422 CEN/TS 99001:2008 NOTE This includes public sector entities, NGOs, charities and local governments. BS EN 16114:2011EN 16114:2011 (E) 8 3.9 execution performance of the management consultancy service 3.10 management consultancy service, MCS service set of multidisciplinary acti

39、vities of intellectual work, within the field of management activities, which aim to create value or promote changes, by providing advice or solutions, by taking actions or by producing deliverables 3.11 management consultancy service provider, MCSP enterprise providing management consultancy servic

40、es 3.12 offering set of activities aimed at reaching an agreement to provide MCS, excluding supplier selection 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

41、 value of an indicator. 3.14 organization group of people and facilities with an arrangement of responsibilities, 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 proces

42、s, consisting of a set of coordinated and controlled activities with start and finish dates, undertaken to 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 90

43、00:2005 3.17 project governance framework by which a project is directed and controlled NOTE 1 Project governance includes aspects such as defining the management structure; the policies, processes and methodologies to be used; limits of authority for decision making; stakeholder responsibilities an

44、d accountabilities; and interactions such as reporting and the escalation of issues or risks. BS EN 16114:2011EN 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.

45、 3.18 project management direction of the project under the authority of project governance NOTE It 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 mana

46、gement is accomplished through processes. 3.19 requirement need or expectation that is stated, generally 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 cons

47、ideration is implied. EN ISO 9000:2005 3.20 stakeholder individual and/or organization that is actively 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 t

48、ypical phases of a consultancy assignment. It also describes (see 4.2 and 4.3) a guiding policy framework, 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 s

49、ervice to be provided and commit to working together. Transparency is critical to avoid misunderstanding and minimise risk. Execution phase: Once agreement has been reached, the second phase of the assignment is Execution. The MCSP implements the service, following the agreed approach and plan. To achieve a mutually positive outcome, the M