PROJECTS & TOOLS Index

CHESSS - Topics to be considered in the single generic European service standard

Resume
Name
CHESSS - Topics to be considered in the single generic European service standard
Description
Proposal of a table of contents for the development of a single generic European service standard
1. Service Design
1.1. Strategy for customer centricity
1.2. Applicable compliance requirements identification
1.3. Risk assessment of the service
1.4. Enterprise resource planning
1.5. Customers contact planning
1.6. Customers notification plans
2. Information provision to customers
2.1. Service description (What is being delivered? What customers should expect? What customers should not expect? Restrictions)
2.2. Price (without hidden charges)
2.3. Billing and Payment
2.4. Contact Information
2.5. Terms and conditions
2.6. Compliance with standards and Industry codes
2.7. Customer communication channels
2.8. Dispute resolution methods, channels and response times
2.9. Accessibility information
2.10. Safety risks of the service
2.11. Notification of changes of services
3. Billing
3.1. Compliance with ISO billing standards
4. Complaint and redress
4.1. Compliance with European complaint and redress standards
5. Innovation and Review
5.1. Periodic improvement plans based on customer feedback
5.2. Periodic risk assessments
5.3. Periodic review of compliance requirements
5.4 Service continuity plans

Resume
Name	CHESSS - Topics to be considered in the single generic European service standard
Description	Proposal of a table of contents for the development of a single generic European service standard
1. Service Design	1.1. Strategy for customer centricity 1.2. Applicable compliance requirements identification 1.3. Risk assessment of the service 1.4. Enterprise resource planning 1.5. Customers contact planning 1.6. Customers notification plans
2. Information provision to customers	2.1. Service description (What is being delivered? What customers should expect? What customers should not expect? Restrictions) 2.2. Price (without hidden charges) 2.3. Billing and Payment 2.4. Contact Information 2.5. Terms and conditions 2.6. Compliance with standards and Industry codes 2.7. Customer communication channels 2.8. Dispute resolution methods, channels and response times 2.9. Accessibility information 2.10. Safety risks of the service 2.11. Notification of changes of services
3. Billing	3.1. Compliance with ISO billing standards
4. Complaint and redress	4.1. Compliance with European complaint and redress standards
5. Innovation and Review	5.1. Periodic improvement plans based on customer feedback 5.2. Periodic risk assessments 5.3. Periodic review of compliance requirements 5.4 Service continuity plans