BUSINESS STANDARDS
is the quarterly magazine of BSI Group, highlighting the vital role that standards play in today's business environment. Regular features include interviews with leading business figures, as well as news on the latest developments in management systems and standards.
Full service
29 May 2008
Topics: Customer service
BSI has recently adopted two new international standards on customer service (ISO 10001 and ISO 10003) as BS ISOs. BS ISO 10001 Customer satisfaction. Guidelines on codes of conduct and BS ISO 10003 Customer satisfaction. Guidelines on dispute resolution external to organizations join BS ISO 10002 Guidelines for complaints handling in organizations and BS 8477 Code of practice for customer service to form a comprehensive suite of standards dealing with prevention of complaints through to handling and dispute resolution.
This is an important step for customer service in the UK, as customers remain loyal to businesses that understand their needs, value them as individuals and deliver on promises. A customer satisfaction code of conduct can help organizations show how they meet customers' needs and reduce the scope for confusion about what the customer will receive, as well as detailing the consequences in the event of a quality problem.
BS ISO 10001 provides guidance on an effective and credible customer satisfaction code of conduct. BS ISO 10003 provides guidance for an organization to plan, design, develop, operate, maintain and improve a dispute-resolution process for complaints that it has not been able to resolve itself.
For more information, visit: www.bsigroup.com/may08customerservice
Business Standards © 2007. Editorial produced by Caspian Publishing in association with the British Standards Institution. Editorial opinions expressed on are not necessarily those of BSI Group or Caspian Publishing. Neither Caspian Publishing nor BSI Group accept responsibility for advertising or editorial content, nor for that appearing on linked third-party websites. Reproduction in whole or in part is forbidden without written permission from BSI Group or Caspian Publishing.
In May 2008, BSI British Standards was presented with the Continuity Insurance & Risk (CIR) Award for Industry Advancement for its work in developing BS 25999, in recognition of the outstanding contribution made by BSI to the world of Business Continuity Management. CIR is the UK's leading bi-monthly risk management and insurance journal. This ceremony marked the tenth anniversary of the awards, which recognize excellence in business continuity and operational risk management.
New web standards: first in class
In a world first, BSI British Standards and UK web compliance expert Magus have launched PAS 124 Defining, implementing and managing website standards, a Publicly Available Specification that aims to improve the effectiveness of corporate websites through a new best practice approach to the application and management of website standards.
More than 100 years after BSI was founded - based in part on its work on the standardization of tramway rails - the Group continues to work with the railway industry to maintain and improve its services and equipment. BSI does so by providing assessment and certification services against IRIS (International Railway Industry Standard), the quality standard for the railway industry.
BSI British Standards has launched a new online standards portal, which will provide Chinese industry stakeholders and policy officials with access to international standards information and technical regulations. With this launch, British Standards continues to make inroads into the world's second largest economy.
The Newport call centre for the Yellow Pages 118 24 7 directory enquiries service from international directories business Yell, has achieved certification to the CCA Global Standard.
Question: Does business really need an integrated management systems standard?
Integrate or disintegrate - which would you choose? Some ten years ago the environmental standard, ISO 14001, was born and there are now over 100,000 organizations registered to it worldwide.
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