Service Provider

Resume
Identification
Service Provider
Definition (1)
Source
CHESSS : CEN's Horizontal European Services Standardization Strategy
Description
"Entity undertaking the delivery of a service".
Definition (2)
Source
ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description
"Entity that offers one or more services.
NOTE: The entity can be an individual or an organization".
General
The service provider may provide one or more of a range of services. These may include:

expert advice or support (e.g. legal service or finantial services),

the selling of intangible products (e.g. insurance),

training or education (e.g. language schools or instruction in sports, or other physical activities),

accomodation and entertainement (e.g. hotel, restaurant or theatre),

organized nad guided activities (particularly connected with tourism),

hire of equipment (e.g. tools, premises, such as letting agencies, or intangible products, such as internet service providers), and,

care or treatment (e.g. hairdressers or alternative therapists).

Quality management
Quality encompasses many factors that contribute to ensuring consistently good service provision. Sector-specific service standards could require adherence to, for example, ISO 9001 (which specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes) and/or identify key quality requirements for that sector.
Prompts to be considered in the standard development which are related to quality management of the service provider:
other standards, e.g. ISO 9001 and ISO 9904;
sector specific requirements

Environment management
Services may have environmental impacts in numerous direct and indirect ways, e.g. in the desctruction of forests to provide amenities for tourists in previously undeveloped areas, through increased energy use related to the transportation of people or products and in the disposal waste materials. ISO Guide 64 has some relevance to the provision of services, many of which include the provision of goods. Sectoral standards could require adherence to ISO 14001 or instead identify key environmental requirements for that sector.
Prompts to be considered in the standard development which are related to environment management of the service provider:
other standards, e.g. ISO 14001

Occupational health and safety management
Most countries have national requirements and agreements governing some aspects of occupational health and safety management; those applicable will depend on the service for which a standard is being developed. There will be often the differences between the legislation prevaling in the country in which a service is contracted and that in which the activity is undertaken (e.g. when purchasing holidays). This may directly impact on the consumer (e.g. the lenght of shift permitted for a coach driver may have potential safety consequences) or be of concern (e.g. "ethical" purchaser of services).
Prompts to be considered in the standard development which are related to occupational health and safety management of the service provider:
international agreements;
standards;
national requirements and agreements.

Solvency and other financial aspects
Solvency og´f the supplier is a concern for the purchaser of any service, but particularly where there is a reliance on a long-term investment, e.g. a private personal pension. Many countries have national requirements and agreements governing some aspects of financial trading which should be taken into account in setting requirements in standards, particularly as financial services are an increasing part of the global market. Liability insurance is one aspect that may be considered.
Prompts to be considered in the standard development which are related to solvency and other financial aspects of the service provider:
financial stability, including liability insurance
international agreements; standards; national requirements and agreements.

Integrity
The integrity of the provider may be governed by professional and organizational codes related particularly to that sector. They can include issues such as responsible advertising, selling methods or compliance with national requirements and agreements. In addition, service providers are required to comply with all laws and regulations that apply to their organization.
NOTE 1: Reference can be made to other standards, sector-specific or organizational codes, such as responsible advertising.
NOTE 2: See also ISO 10001.
Prompts to be considered in the standard development which are related to the integrity of the service provider:
e.g. responsible advertising
professional and organizational codes;
access to third-party references.

Capacity
The size or resources of an organization may impact on safeguards available for customers. Consequently, minumum requirements may need to be considered, either at the organizational level or through agreements with other service providers, e.g. networks of small bed and breakfest establishments operating to ensure that customers may be passed on if circunstances require it.
Prompts to be considered in the standard development which are related to the capacity of the service provider:
size/resources may impact on safeguards available

Social responsibility
Social responsibility is a wide area, itself open to interpretation, for which international agreements, national requirements and agreements and organizational or sector requirements may exist, e.g. related to the care of workers or the environment or child labour.
NOTE: A future International Standard giving guidance on social responsibility is currently under development.
Prompts to be considered in the standard development which are related to the social responsibility of the service provider:
international agreements; standards;
national requirements and agreements (e.g. child labour);
organizational or sector-specific requirements

Human resources
The number, skill and competence of personnel may impact on safety, security or safeguards. Consequently, standards may need to specify the staffing arrangements required of the service provider , e.g. the minimum number of staff (including where this is determined by the type of service provided), their competence and the minimum number of managers per number of employees.
Prompts to be considered in the standard development which are related to the human resources of the service provider:
e.g. minimum number of staff and their skill and competence
may impact on safety, security or safeguards

Customer Questions
Do I trust the service provider?
Do I have enough information from the service provider about the service to allow me to make the right decision, in terms of price, value for money, options available, etc.?
Can I understand the information, use it easily, and is there enough but not too much?
Are there any aspects about the service provider or the service that may affect my decision?
Are the organization and its personnel courteous and helpful to me?
Is it easy for me to contact the organization?
Does the organization take into account my specific needs and limitations?

Resume
Identification	Service Provider
Definition (1)
Source	CHESSS : CEN's Horizontal European Services Standardization Strategy
Description	"Entity undertaking the delivery of a service".
Definition (2)
Source	ISO Guide 76: Development of service standards - Recommendations for addressing consumer issues
Description	"Entity that offers one or more services. NOTE: The entity can be an individual or an organization".
General	The service provider may provide one or more of a range of services. These may include: expert advice or support (e.g. legal service or finantial services), the selling of intangible products (e.g. insurance), training or education (e.g. language schools or instruction in sports, or other physical activities), accomodation and entertainement (e.g. hotel, restaurant or theatre), organized nad guided activities (particularly connected with tourism), hire of equipment (e.g. tools, premises, such as letting agencies, or intangible products, such as internet service providers), and, care or treatment (e.g. hairdressers or alternative therapists).
Quality management	Quality encompasses many factors that contribute to ensuring consistently good service provision. Sector-specific service standards could require adherence to, for example, ISO 9001 (which specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes) and/or identify key quality requirements for that sector. Prompts to be considered in the standard development which are related to quality management of the service provider: other standards, e.g. ISO 9001 and ISO 9904; sector specific requirements
Environment management	Services may have environmental impacts in numerous direct and indirect ways, e.g. in the desctruction of forests to provide amenities for tourists in previously undeveloped areas, through increased energy use related to the transportation of people or products and in the disposal waste materials. ISO Guide 64 has some relevance to the provision of services, many of which include the provision of goods. Sectoral standards could require adherence to ISO 14001 or instead identify key environmental requirements for that sector. Prompts to be considered in the standard development which are related to environment management of the service provider: other standards, e.g. ISO 14001
Occupational health and safety management	Most countries have national requirements and agreements governing some aspects of occupational health and safety management; those applicable will depend on the service for which a standard is being developed. There will be often the differences between the legislation prevaling in the country in which a service is contracted and that in which the activity is undertaken (e.g. when purchasing holidays). This may directly impact on the consumer (e.g. the lenght of shift permitted for a coach driver may have potential safety consequences) or be of concern (e.g. "ethical" purchaser of services). Prompts to be considered in the standard development which are related to occupational health and safety management of the service provider: international agreements; standards; national requirements and agreements.
Solvency and other financial aspects	Solvency og´f the supplier is a concern for the purchaser of any service, but particularly where there is a reliance on a long-term investment, e.g. a private personal pension. Many countries have national requirements and agreements governing some aspects of financial trading which should be taken into account in setting requirements in standards, particularly as financial services are an increasing part of the global market. Liability insurance is one aspect that may be considered. Prompts to be considered in the standard development which are related to solvency and other financial aspects of the service provider: financial stability, including liability insurance international agreements; standards; national requirements and agreements.
Integrity	The integrity of the provider may be governed by professional and organizational codes related particularly to that sector. They can include issues such as responsible advertising, selling methods or compliance with national requirements and agreements. In addition, service providers are required to comply with all laws and regulations that apply to their organization. NOTE 1: Reference can be made to other standards, sector-specific or organizational codes, such as responsible advertising. NOTE 2: See also ISO 10001. Prompts to be considered in the standard development which are related to the integrity of the service provider: e.g. responsible advertising professional and organizational codes; access to third-party references.
Capacity	The size or resources of an organization may impact on safeguards available for customers. Consequently, minumum requirements may need to be considered, either at the organizational level or through agreements with other service providers, e.g. networks of small bed and breakfest establishments operating to ensure that customers may be passed on if circunstances require it. Prompts to be considered in the standard development which are related to the capacity of the service provider: size/resources may impact on safeguards available
Social responsibility	Social responsibility is a wide area, itself open to interpretation, for which international agreements, national requirements and agreements and organizational or sector requirements may exist, e.g. related to the care of workers or the environment or child labour. NOTE: A future International Standard giving guidance on social responsibility is currently under development. Prompts to be considered in the standard development which are related to the social responsibility of the service provider: international agreements; standards; national requirements and agreements (e.g. child labour); organizational or sector-specific requirements
Human resources	The number, skill and competence of personnel may impact on safety, security or safeguards. Consequently, standards may need to specify the staffing arrangements required of the service provider , e.g. the minimum number of staff (including where this is determined by the type of service provided), their competence and the minimum number of managers per number of employees. Prompts to be considered in the standard development which are related to the human resources of the service provider: e.g. minimum number of staff and their skill and competence may impact on safety, security or safeguards
Customer Questions	Do I trust the service provider? Do I have enough information from the service provider about the service to allow me to make the right decision, in terms of price, value for money, options available, etc.? Can I understand the information, use it easily, and is there enough but not too much? Are there any aspects about the service provider or the service that may affect my decision? Are the organization and its personnel courteous and helpful to me? Is it easy for me to contact the organization? Does the organization take into account my specific needs and limitations?