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CHESSS CEN Horizontal European Service Standardization Strategy

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DIN Deutschen Institut f r Normung. petra.weiler_at_din.de ... To provide a systematic overview of the role of standards for improving the safety of services ... – PowerPoint PPT presentation

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Title: CHESSS CEN Horizontal European Service Standardization Strategy


1
CHESSS CEN Horizontal European Service
Standardization Strategy
Module 3 Safety in the Delivery of
Servicesprepared by
Axel Mangelsdorf Berlin University of
TechnologyAxel.Mangelsdorf_at_tu-berlin.de
Petra WeilerDIN Deutschen Institut für
Normungpetra.weiler_at_din.de
2
CHESSS Module 3 Safety in the Delivery of
Services
  • Presentation outline
  • Introduction to Module 3
  • Research Methodology
  • 1st Step Desk Research
  • 2nd Step Expert Interviews
  • 3rd Step Company Survey
  • Summary and Conclusion

3
CHESSS Module 3 Safety in the Delivery of
Services
  • Introduction to Module 3
  • Main objectives of Module 3
  • To provide a systematic overview of the role of
    standards for improving the safety of services
  • To derive the future demand for European
    Standards
  • Focus on consumer risks
  • The threat for life and health of consumers
  • The assurance of the consumers financial
    existence
  • The privacy of personal data
  • Focus on safety related service sectors
  • The leisure and tourism sector
  • The health care sector
  • The personal transport service sector

4
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 1st Step Desk Research
  • Screening of the most recent literature on
    service standards
  • e.g. Survey from Blind (2003)
  • Discrepancy between actual used and preferred use
    of standards in Data security and Customer
    interaction

5
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 1st Step Desk Research
  • Discrepancy between actual used and preferred use
    of standards in Health and Safety Management
  • There is a need for further standardization
    activities in the field of Data security and
    Customer interaction and also in Health and
    Safety Management

6
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 2nd Step Expert Interviews
  • 21 Interviews with
  • stakeholders from national European service
    industry trade associations
  • Members from national standardization bodies
  • Representatives from national and European
    consumer councils
  • Academics
  • European political actors
  • Objective Obtain an initial perspective on the
    relevance of (horizontal) standards for achieving
    the safety of services for consumers

7
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 2nd Step Expert Interviews
  • Summary of the interviews
  • Consensus
  • The ability to standardize services is important
    for the success of services companies
  • Standards are important for the cross-border
    supply of services
  • Standards ensure the supply of services is
    transparent for the consumer
  • Dissent
  • Appropriateness of current regulations and
    standards for the safety of consumers
  • Regulations are better than standards to improve
    the safety level
  • Vertical standards are better suited to address
    specific safety issues
  • Costs of searching common elements for a
    horizontal safety standards are not worth the
    result

8
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Online survey among 3000 European services
    companies
  • Regional distribution

9
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please indicate if any of your
    customers have been harmed by the stated risks
    during the delivery of your services in the last
    three years
  • Cases of physical damage

10
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please indicate if any of your
    customers have been harmed by the stated risks
    during the delivery of your services in the last
    three years
  • Cases of financial damage for the customer

11
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please indicate if any of your
    customers have been harmed by the stated risks
    during the delivery of your services in the last
    three years
  • Cases of customer data infidelity

12
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please specify which of the horizontal
    standards mentioned below you would implement in
    your company
  • Horizontal Standard for Health and physical
    integrity of the customer

13
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please specify which of the horizontal
    standards mentioned below you would implement in
    your company
  • Horizontal Standard as a protection against
    financial risks for the customer

14
CHESSS Module 3 Safety in the Delivery of
Services
  • Research Methodology 3rd Step Company Survey
    (in progress)
  • Preliminary results
  • Question Please specify which of the horizontal
    standards mentioned below you would implement in
    your company
  • Horizontal Standard for Data security

15
CHESSS Module 3 Safety in the Delivery of
Services
  • Summary and Conclusion
  • 1st Step Desk Research
  • There is a demand for standards in the field of
    Data security and Health and Safety Management
  • 2nd Step Expert Interviews
  • Dissents among the interviewees
  • Regulations are better than standards to improve
    the safety level
  • Vertical standards are better suited to address
    specific safety issues
  • Costs of searching common elements for a
    horizontal safety standards are not worth the
    result
  • 3rd Step Company Survey
  • Answers indicate that some companies would
    implement a horizontal standard for the health
    and physical integrity of the customers
  • The demand for a horizontal standard as a
    protection against financial risks for the
    customer is rather low

16
CHESSS Module 3 Safety in the Delivery of
Services
Thank you very much for your attention!
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