PROJECTS & TOOLS Index

CHESSS - CEN's Horizontal European Services Standardization Strategy

Resume
Name	CEN's Horizontal European Services Standardization Strategy - in response to EU Mandate M/371
Acronym	CHESSS
Duration	January/2007 until July/2008
Co-funded	European Commission EFTA
Partnership	AENOR - Asociación Española de Normalización y Certificación BSI - British Standards Institution DIN - Deutsches Institut für Normung e.V. DS - Danish Standards EVS - Estonian Centre for Standardisation NEN - Nederlands Normalisatie-instituut CEN - CEN Management Centre Cap Gemini
Objective	Determine the feasibility of generic service standardization in Europe.
Findings	The CHESSS Project Team has found that generic European service standardization is feasible in certain (but not all) areas, and therefore recommends the development of a: Single generic European service standard (see topics) Guidance document for the development of service standards (See Contents) Pan-European Customer Satisfaction Index (CSI) with supporting standard Services Glossary & Translations Guidance document for customer centricity and interface
Terms and Definitions	Customer (in the service sector) Customer Dissatisfaction (in the service sector) Customer Expectation (in the service sector) Customer Need (in the service sector) Customer Satisfaction Goods Indicator Process Quality Requirement Satisfaction Indicator Service Standard Service Service Provider Service Sector Tangible Elements (in the service sector) User (in the service sector) Standardization Group (in the service sector)