Title: CHESSS CEN Horizontal European Service Standardization Strategy
1CHESSS 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
2CHESSS 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
3CHESSS 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
4CHESSS 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
5CHESSS 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
6CHESSS 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
7CHESSS 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
8CHESSS 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
9CHESSS 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
10CHESSS 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
11CHESSS 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
12CHESSS 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
13CHESSS 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
14CHESSS 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
15CHESSS 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
16CHESSS Module 3 Safety in the Delivery of
Services
Thank you very much for your attention!