Education about Standardization A dialogue with academia and industry CEN-CENELEC Management Centre...
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Education about StandardizationA dialogue with academia and industry
CEN-CENELEC Management Centre Avenue Marnix 17, 1000 Brussels
Maitane Olabarria UzquianoCEN-CENELEC Management Centre
Benefitsof service standards
20 January 2015
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YOU did it!
EN 16636 ‘Pest management services - Requirements and competences’ was approved
Publication expected on 11 March 2015
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Challenges facing the service industry
Source: Ecorys – Questionnaire on Horizontal Service Standards (2014)
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Service characteristics and role of standards
Service characteristics Role of standards• Intangible: nature of services
places a premium on reputation
• Comparability: measuring service performance and quality is difficult
• Co-production: production of services often requires interaction between the client and service provider
• Co-location: the client and service provider have to be in physical proximity for the service to take place
• Indicator of service providers capabilities & quality of service provided
• Definition of metrics for measuring service performance & quality levels
• Guidelines and procedures to facilitate & improve the effectiveness of interaction between service providers and clients
• Means to overcome barriers to trade & promote greater integration of service markets (e.g. compliance with market requirements / compatibility / interoperability)
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Benefits of service standards
Source: Technolopis study (January 2012)
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Benefits of service standards SMEs more likely to get bigger benefits regarding improved service quality, improved ability to demonstrate service quality to
customers and increased transparency of services provided
Large companies more likely to get larger benefits regarding improved ability to meet health/safety and regulatory requirements
50% respondents stated standards used/employed in procurement
69% respondents highlight use of standards in advertising (82% SMEs vs. 63% large companies)
Source: Technolopis study (January 2012)
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Case study: Translation company EN 15038:2006 Translation services Traducciones Políglota: 9 staff alongside a pool of freelance
translators/interpreters Benefits for the company:
• Establishment of more formalised working procedures that can be better monitored & improved on an ongoing basis and spirit of continuous improvement amongst staff
• Rationalisation of operations, with clearly defined functions and responsibilities• Common definition of quality that can be used in procurement & contracting• Improved ability to detect and react to problems• Marketing tool/ ‘business-card’ with which to present a
quality-oriented profile to marketplace• Means to recognise good practice & to distinguish the really
professional companies• Competition in the market based on quality and service, rather
than price
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Paloma ValencianoGeneral ManagerTraducciones Políglota
“Staff are more productive now as a result of applying these well-defined procedures in their every day work.
The returns to the company from implementing the standard have definitely justified the costs involved, and I would recommend the standard to others.”
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Conclusion
Standards are a tool that can help you face the existing challenges for service companies and benefit your sector in general…
… but the publication of the standard is just the beginning
It now needs to be promoted to make sure it is used
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THANK YOU FOR YOUR ATTENTION!
Maitane OLABARRIA UZQUIANO Programme manager Sustainability & Services UnitE-mail: [email protected] Interested to know more? CEN webpage on serviceshttp://www.cen.eu/work/areas/services/Pages/default.aspx
@Standards4EU
@CEN4Services