Service Delivery

Resume
Identification
Service Delivery
Definition (1)
Source
SEA
Description
"The act of delivering a service outcome to a customer".
Definition (2)
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Specification of activities
Sectoral standards should outline the various activities that may be considered to be part of the service and any that are required items
Prompts to be considered in standard development:
e.g. description of activities to be undertaken, required items, level of detail
Trustworthness
Sectoral standards should describe the delivery agreements that may be expected. Reference may be made to adherence to sector-specific rating schemes, such as hotel grading schemes.
Prompts to be considered in standard development:
delivery agreements
Privacy
Adherence to national privacy and data protection requirements should be included.
Prompts to be considered in standard development:
data protection requirements;
international agreements;
standards;
national requirements and agreements;
sector-specfic or organizational codes.
Safety
A variety of other standards or applicable statutory or regulatory requirements may be relevant to the issue of safety, e.g. in relation to the service environment, the equipment used or the goods supllied as a part of the particular service being delivered.
Prompts to be considered in standard development:
other standards
Health and hygiene
A variety of other standards or applicable statutory or regulatory requirements may be relevant to the issue of health and hygiene, e.g. in relation to the service environment, the equipment used or the goods supllied as a part of the particular service being delivered.
Prompts to be considered in standard development:
other standards
Environmental aspects
The conservation of the environment, cultural and human heritage should be considered, which may include waste handling (reduction, recovery, recycling), reduction of odours and noise and visual pollution. There may be reference to increasing customer and personnel awareness of respect for the environment.
Prompts to be considered in standard development:
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
ISO 10001 may provide reference on codes of conduct. Consideration should also be given to the organization mission, values of commitment to quality and any sector-specific codes.
Prompts to be considered in standard development:
other standards, e.g. ISO 10001;
organizational mission;
values;
commitment to quality
Security
Security encompasses the person (e.g. adult/child and leader/group supervision arrangements), belongings (e.g. facilities for secure storage of valuables), investments, financial information and customer's identity (e.g. restrictions on access to personal data, internet codes, etc). The relative importance of each of these will vary depending on the service being delivered.
Prompts to be considered in standard development:
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)
ISO Guide 76
Customer
Questions
Can I see clearly what the service will give me?
Do I have a choice of different types or levels of service and, if so, is this made clear?
Am I getting what I expected, when I expected it, in the way I expected it, and of the quality expected?
Is the service being provided safely, respecting my privacy, taking into account of environmental issues, and without detriment to health or the environment?

Resume
Identification	Service Delivery
Definition (1)
Source	SEA
Description	"The act of delivering a service outcome to a customer".
Definition (2)
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Specification of activities	Sectoral standards should outline the various activities that may be considered to be part of the service and any that are required items Prompts to be considered in standard development: e.g. description of activities to be undertaken, required items, level of detail
Trustworthness	Sectoral standards should describe the delivery agreements that may be expected. Reference may be made to adherence to sector-specific rating schemes, such as hotel grading schemes. Prompts to be considered in standard development: delivery agreements
Privacy	Adherence to national privacy and data protection requirements should be included. Prompts to be considered in standard development: data protection requirements; international agreements; standards; national requirements and agreements; sector-specfic or organizational codes.
Safety	A variety of other standards or applicable statutory or regulatory requirements may be relevant to the issue of safety, e.g. in relation to the service environment, the equipment used or the goods supllied as a part of the particular service being delivered. Prompts to be considered in standard development: other standards
Health and hygiene	A variety of other standards or applicable statutory or regulatory requirements may be relevant to the issue of health and hygiene, e.g. in relation to the service environment, the equipment used or the goods supllied as a part of the particular service being delivered. Prompts to be considered in standard development: other standards
Environmental aspects	The conservation of the environment, cultural and human heritage should be considered, which may include waste handling (reduction, recovery, recycling), reduction of odours and noise and visual pollution. There may be reference to increasing customer and personnel awareness of respect for the environment. Prompts to be considered in standard development: 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	ISO 10001 may provide reference on codes of conduct. Consideration should also be given to the organization mission, values of commitment to quality and any sector-specific codes. Prompts to be considered in standard development: other standards, e.g. ISO 10001; organizational mission; values; commitment to quality
Security	Security encompasses the person (e.g. adult/child and leader/group supervision arrangements), belongings (e.g. facilities for secure storage of valuables), investments, financial information and customer's identity (e.g. restrictions on access to personal data, internet codes, etc). The relative importance of each of these will vary depending on the service being delivered. Prompts to be considered in standard development: 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)
ISO Guide 76 Customer Questions	Can I see clearly what the service will give me? Do I have a choice of different types or levels of service and, if so, is this made clear? Am I getting what I expected, when I expected it, in the way I expected it, and of the quality expected? Is the service being provided safely, respecting my privacy, taking into account of environmental issues, and without detriment to health or the environment?