CEN Horizontal European Service Standardization Strategy The British Standards Institution (BSI) is leading a consortium of national standards bodies (NSBs) from the UK (BSI), Denmark (DS), Estonia (EVS), Germany (DIN), Spain (AENOR) and The Netherlands (NEN) to determine the feasibility of horizontal service standardization. The underlying concept of this initiative is that there are fundamental principles of good service, delivery and assessment that will be applicable to any service offering no matter what the sector or its primary focus. Called the CEN Horizontal European Service Standardization Strategy (CHESSS), its mission is to facilitate the delivery of services across the European Union through the development of European Standards structured on generic principles. CHESSS is an initiative that will examine the feasibility of taking a generic approach to European service standardization. This generic approach will identify how standardization can apply across multiple service sectors, rather than take a sector-specific approach. It’s the largest element of an EU Mandated (M/371) feasibility study which also incorporates detailed examination of 10-sector-specific service areas. By taking a generic approach CHESSS will seek to establish the underlying principles for an ongoing programme of European service standardization capable of facilitating the delivery of services across the European Community, unimpeded by national borders.  The 18 month study is expected to provide a comprehensive report on the current situation with regards to the delivery of services across national borders and make proposals for a programme of future standardization and related activity to maximise the impact of European Standardization in facilitating the free movement of services across the European Community.
Built on the premise that GOOD SERVICE is GOOD SERVICE no matter what the subject of its delivery, the project will focus on 4 aspects of service delivery:

  • Safety in the delivery of services (DIN)
  • The assessment of customer satisfaction (BSI)
  • Complaints and redress systems (BSI)
  • Billing and innovative metering practice (BSI)

Not only in a business to consumer context, the Strategy will also look at business to business implications through a module that will examine:

  • The specification, sourcing, delivery and quality of business-related services (DS)

These studies will be underpinned by work in two procedures based modules:

  • Guidance in the preparation of service standards (AENOR)
  • Glossary of terms and definitions relevant to service standardization (BSI)

The goals of CHESSS are to:

  • Identify and define desired outcomes than addressing procedural issues (i.e. identifying the “what” and not the “how”)
  • Establish a uniform platform of required achievement designed to meet the expectations of customers
  • Promote an ethos that avoids telling service providers how to run their businesses and instead provide industry with guidance for improvement
  • Involve the maximum possible number of experts and stakeholders in the process, making them an integral part of the initiative

The CHESSS rolling presentation will be updated throughout the lifecycle of this initiative and goes into detail about CHESSS, the methodology and the background from which this project emerged. Projektlaufzeit: September 2007 bis September 2008 DOWNLOADS: Meeting of the Consumer Safety Working Party (service safety), Brussels 2007 6th November 2007: Presentation Axel Mangelsdorf