Series of questions for each of the stages of service delivery and for each of the service elements (e.g. communication, personnel, billing and safeguards).
These checklists provide a means for service standard developers to ensure that their work covers all relevant topics.
| Service Element
| Topic area
| Prompts to be considered in standard development
|
| Service Provider
| Quality management
|  other standards, e.g. ISO 9001 and ISO 9904;
sector specific requirements
|
| Environment management
| other standards, e.g. ISO 14001
|
| Occupational health and safety management
| international agreements;
standards;
national requirements and agreements
|
| Solvency and other financial aspects
| financial stability, including liability insurance
international agreements;
standards;
national requirements and agreements
|
| Integrity
| e.g. responsible advertising
professional and organizational codes;
access to third-party references
|
| Capacity
| size/resources may impact on safeguards available
|
| Social responsibility
| international agreements;
standards;
national requirements and agreements (e.g. child labour);
organizational or sector-specific requirements
|
| Human resources
| e.g. minimum number of staff and their skill and competence
may impact on safety, security or safeguards
|
| Supplier
| Supplier
| international agreements;
standards;
national requirements and agreements;
sector-specific or organizational codes.
e.g. tour operator uses airlines that comply with national aircraft safety standards; kitchen design firm installs equipment that complies with product safety and performance standards
|
| Personnel
| knowledge
| in required areas, e.g. language of target customer, organization's complaints procedure
|
| Skills and competencies
| minimum qualifications and experience necessary;
physical fitness, where appropriate
|
| Attitude
| professionalism in all phases of delivery, including accountability for actions and decisions, courtesy and attention, confidentiality
|
| Training
| organization or company policies and procedures, including monitoring performance
e.g. attitudes, safety, knowledge of complaints process, special needs awareness
|
| Customer
| Customer
| international agreements;
standards;
national requirements and agreements;
sector-specific or organizational codes.
e.g. tour operator uses airlines that comply with national aircraft safety standards; kitchen design firm installs equipment that complies with product safety and performance standards
|
| Contract
| Clarity and transparency
| e.g. legibility, alternative formats
|
| Objectivity and fairness
| fair contract terms;
cancellation procedure;
detailed costings
|
| Format
| Layout;
location of key information and manner in which presented
take account of national requirements and agreements
|
| Billing
| Information related to payment
| whether service charges, taxes, etc. are included
|
| Mode of payment
| payment method,
penalities,
security issues
|
| Conditions
| time period for part or full payment;
provision for independent holding of a large sums (e.g. deposit on house purchase);
information on whether taxes/gratuities are to be added
|
| Service delivery
| Specification of activities
| e.g. description of activities to be undertaken, required items, level of detail
|
| Trustworthness
| delivery agreements
|
| Privacy
| data protection requirements;
international agreements;
standards;
national requirements and agreements;
sector-specfic or organizational codes.
|
| Safety
| other standards
|
| Health and hygiene
| other standards
|
| Environmental aspects
| conservation of the environment, cultural and human heritage;
waste handling (reduction, recovery, recycling);
reduction of odours and noise and visual pollution;
increasing customer and personnel awareness of respect for the environment
|
| Code of conduct
| other standards, e.g. ISO 10001;
organizational mission;
values;
commitment to quality
|
| Security
| of person (e.g. adult-child/leader-group supervision arrangements);
of belongings (e.g. facilities for secure storage of valuables);
of financial information and customer's identity (restrictions on access to personal data, internet codes)
|
| Service outcome
| Satisfaction
| analysis of complaints,
customer surveys
|
| Continual improvement
| other standards (e.g. ISO 9004)
analysing complaints, claims and incident (or accident) data, as appropriate;
survey of customer satisfaction
|
| Equipment
| Quality and safety requirements
| articles and facilities used in service delivery comply with relevant standards and any national technical requirements (e.g. trains in public transport services, drills used when fitting kitchens).
requirements for manual handling of equipment, safety guardsrequirements, safety guards, etc.
goods, supplied as part of a service, conform to relevant standards, national requirements and agreements, food safety hygiene standards.
|
| Acessibility
| size and shape of furniture, fixtures and fittings should be suitable for target users, including special needs
|
| Other relevant requirements
| maintenance specification;
risk management
|
| Safeguard
| Interruption or alteration to service (emergency measures)
| policy, procedures, equipment for various emergency scenarios, including risk management;
access to emergency services
|
| Liability provision
| appropriate insurance of adequate level
|
| Guarantees
| reasonable performance (e.g. the time within which a train should arrive, hour until which hotel room should be kept
|
| Redress
| complaints handling and external dispute resolution
other standards, e.g. ISO 10001 and ISO 9003
|
Do I trust the service provider?