CHESSS CEN Horizontal European Service Standardization Strategy

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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
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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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