CEN Guide 15:2012

Guidance document for the development of service standards

Scope

This Guide [see 3.6, e)] provides a methodology for developing generic or sector specific standards in the field
of services, taking into account the needs and requirements of stakeholders, including consumers (2.7).
This Guide is designed to support all those interested in or involved with developing standards in the area of
services, whether public or private sector, business to business (2.3), business to government (2.5), business
to consumer (2.4) or government to the public (2.10), irrespective of their activity sector or sub-sector.
This Guide helps identify in a systematic way topics that each service sector may like to consider for their
inclusion in the standard and also helps organise such information.
This Guide also clarifies the interface of service standards with management systems (2.12) or legal
requirements and tackles other relevant aspects.