This document specifies service excellence terminology, principles and model to achieve outstanding customer experience and sustainable customer delight. It does not focus on the provision of basic customer service but on the provision of excellent service. This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

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This document specifies principles and activities for designing excellent service that achieve outstanding customer experience. It applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

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This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract.
This document is applicable to:
a)   Any organization regardless of its type or size
b)   service buyers; and
c)   service providers who may be inside or outside the service buyers' organization.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2   ‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.

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This document provides guidance on how to meet the needs of consumers in the development of service standards. This document can be used by anyone involved in the development of service standards and can be applied to any service. This document is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid. It also has relevance for public or charitable services, e.g. education, health and care provision, where a financial transaction has not necessarily taken place. This document relates to the provision of services and therefore does not include specific reference to management systems or professional competence requirements.

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This document specifies requirements that enable an organization to design, develop and provide products, goods or services so that they can be accessed, understood and used by the widest range of users.
This document specifies requirements and recommendations that enables  an organization to extend their range of users by identifying diverse needs, characteristics, capabilities,  and preferences, by directly or indirectly involving users, and by using knowledge about accessibility in its procedures and processes.
This document specifies requirements that can enable an organization to meet applicable statutory and regulatory requirements as related to accessibility of its products, goods or services.
The requirements set out in this document are generic and are intended to be applicable to all relevant parts of all organizations, regardless of type, size or products, goods or services provided.
This document promotes accessibility following a Design for All approach in mainstream products, goods and services and interoperability of these with assistive technologies.
This document does not provide technical design specifications and does not imply uniformity in design or functionality of products, goods and services.

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This document specifies basic requirements for the provision of interpreting services. Additionally, it
provides recommendations of good practice.
NOTE Interpreting specializations/specialized interpreting services can be covered in other International
Standards (e.g. ISO 20228, Legal interpreting).

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IWA27:2017 provides guiding principles and a framework for decision making and action to address key social, environmental, and economic impacts and opportunities of the sharing economy.

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This International Standard establishes criteria and recommendations for community interpreting
during oral and signed communication that enables access to services for people who have limited
proficiency in the language of such services. Community interpreting occurs in a wide variety of private
and public settings and supports equal access to community and/or public services.
This International Standard addresses community interpreting as a profession, not as an informal
practice such as interpreting performed by friends, family members, children, or other persons who
do not have the competences and qualifications specified in this International Standard or who do not
follow a relevant Code of Ethics.
This International Standard is a guidance document. It establishes and provides the basic principles and
practices necessary to ensure quality community interpreting services for all language communities, for
end users, as well as for requesters, and service providers. Furthermore, it provides general guidelines
that are common to all forms of community interpreting. This International Standard is applicable to
settings wherever speakers of non-societal languages need to communicate to access services. The
settings vary and can include, among others, the following:
— public institutions (schools, universities, community centres, etc.);
— human and social services (refugee boards, self-help centres, etc.);
— healthcare institutions (hospitals, nursing homes, etc.);
— business and industry (real estate, insurance, etc.);
— faith-based organizations (rituals, ceremonies, etc.);
— emergency situations (natural disasters, epidemics, etc.).
Interpreting that enables access to services may include services provided in legal settings (police
stations, courts, prisons, etc.) that facilitate equal access to justice. In some countries, legal interpreting,
a broad field that includes court interpreting, is not considered part of community interpreting. This
International Standard does not supersede national standards or legislation which addresses any sector
of interpreting, including court or legal interpreting (See Annex A for further details).
This International Standard also provides guidance for the provision of community interpreting services.
As a result, this International Standard addresses and refers to all parties involved in facilitating
any communicative event that enables access to community services, such as members of linguistic
minorities, community interpreters, community-interpreting service providers, public institutions, and
other stakeholders who provide services to diverse linguistic communities.

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This International Standard defines requirements for how platform neutral and platform specific
specification of services shall be created, in order to allow for one service to be specified independently
of one or more underlying distributed computing platforms.
This International Standard defines requirements for a further mapping from platform neutral to
platform specific service specifications, in order to enable conformant and interoperable service
implementations.
This International Standard addresses the Meta:Service foundation of the ISO geographic information
reference model described in ISO 19101-1:2014, Clause 6 and Clause 8, respectively.
This International Standard defines how geographic services shall be categorised according to a
service taxonomy based on architectural areas and allows also for services to be categorised according
to a usage life cycle perspective, as well as according to domain specific and user defined service
taxonomies, providing support for easier publication and discovery of services.

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This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations, and achieve customer delight. It does not focus on the provision of basic customer service which organizations should already have in place.
This document applies to all organizations delivering services such as commercial organizations, public services and not-for-profit organizations.

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This Technical Specification sets out guidance for the implementation of service excellence in order to create outstanding customer experiences, exceed customer expectations and achieve customer delight. It does not focus on providing basic customer service which organizations should already have in place.
This document applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.

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ISO 37500:2014 covers the main phases, processes and governance aspects of outsourcing, independent of size and sectors of industry and commerce. It is intended to provide a good foundation to enable organizations to enter into, and continue to sustain, successful outsourcing arrangements throughout the contractual period. ISO 37500:2014 gives guidance on: · good outsourcing governance for the mutual benefit of client and provider; · flexibility of outsourcing arrangements, accommodating changing business requirements; · identifying risks involved with outsourcing; · enabling mutually beneficial collaborative relationships. ISO 37500:2014 can be tailored and extended to industry-specific needs to accommodate international, national and local laws and regulations (including those related to the environment, labour, health and safety), the size of the outsourcing arrangement and the type of industry sector. ISO 37500:2014 recognizes that the various stakeholders act separately in some phases of the outsourcing life cycle and together in others. It is not possible to exclusively allocate processes within the outsourcing life cycle to either client or provider. For each outsourcing arrangement, process responsibility is intended to be interpreted accordingly and tailored by the user. ISO 37500:2014 is intended to relate to any outsourcing relationship, whether outsourcing for the first time or not, using a single-provider or multi-provider model, or draft agreements based on services or outcomes. Processes mentioned in ISO 37500:2014 are intended to be tailored to fit the outsourcing strategy and maturity of the client and provider organizations. ISO 37500:2014 is intended to be used by outsourcing clients, providers and practitioners, such as: · decision makers and their empowered representatives; · all stakeholders engaged in facilitating the creation and/or management of outsourcing arrangements; · staff at all levels of experience in outsourcing.

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This International Standard provides guidance for planning, designing, developing, implementing, maintaining and improving an effective and efficient business-to-consumer electronic commerce transaction (B2C ECT) system within an organization. It is applicable to any organization engaged in, or planning to be engaged in, a business-to-consumer electronic commerce transaction, regardless of size, type and activity. This International Standard is not intended to form part of a consumer contract or to change any rights or obligations provided by applicable statutory and regulatory requirements. This International Standard aims to enable organizations to set up a fair, effective, efficient, transparent and secure B2C ECT system, in order to enhance consumers’ confidence in B2C ECTs and increase the satisfaction of consumers. It is aimed at B2C ECTs concerning consumers as a sub-set of customers. The guidance given in this International Standard can complement an organization’s quality management system.

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The present document describes a methodology for the aggregation of QoS parameter results in order to obtain a view onto the overall quality of the ICT services provided by Service Providers (SP) from an individual customer's perspective; a suggestion for graphical representations including one following ITU-T Recommendation P.505 [i.28] is proposed in annexes B and C. The purpose is not to identify the best SP but those whose QoS is complying in every aspect with references considered as satisfactory from the users viewpoint. The aim of this methodology is to be able to take into account preferences and expectations of individual customers as well as the subjective and objective QoS assessments. The present document does not define parameter value threshold nor specific weighting factors for the QoS parameters but rather suggests possible ways for a weighted aggregation if so wished. QoS indexes are defined using the QoS parameters provided in EG 202 009-2 [i.2] for all the stages of the customer relationship including service utilization.

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The present document provides guidance for the user interaction design of telecommunication devices and services that are likely to become available for large-scale rollout to consumers in the next five to ten years. In particular, the document identifies provisions that have to be made in order to ensure that forthcoming interaction technologies deployed in devices and services will be usable by all users including older people and/or people with disabilities.
The present document lists user interaction technologies likely to be employed in future devices and services in the form of a technology roadmap. For each identified technology, key characteristics specified include:
• user requirements impacted by the technology;
• benefits and accessibility barriers that will result from deployment;
• solutions related to accessibility barriers (both those benefiting disabled users only as well as those being useful for all users in different contexts).
Measures are identified that need to be addressed prior to the large-scale implementation of those technologies in order to ensure their usability by users with the widest range of characteristics.
Within the scope of the document are those interaction technologies that are likely to be used in information and communication products and services and are likely to achieve a mass-market breakthrough between 2010 and 2020.
Interaction technologies that are exclusively used in:
• stand-alone, off-line products and services;
• assistive devices;
• safety and security-related products and services;
are not within the scope of the present document, even though the guidelines may also apply to some of them.
General user interface design issues (e.g. cognitive workload) that affect the usability and accessibility of user interfaces for eServices are also outside of the scope of the present document.
The intended readers of the present document are the designers, manufacturers and suppliers of all ICT products and services that may use new user interaction technologies in their future offerings. Researchers benefit from the present document by integrating its findings into their research at a very early stage.
It is expected that the present document should be utilised in the earliest stages of the planning of a new product or eService to ensure that the measures proposed can be taken into account during all stages of the product design and implementation process. Such usage should ensure that the resulting product or eService is as barrier free in its design as possible.

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This European Standard applies to the services offered by hearing aid professionals in their efforts to provide benefit for their clients. This European Standard specifies the process of hearing aid provision from the first client contact to the long term follow-up. This European Standard also defines requirements for education, facilities, equipment and code of conduct. A quality management system with the overall objective of securing client satisfaction and covering the elements of the service is also an essential part of the requirements. This European Standard centres on the services offered to the majority of clients with hearing impairment. Certain groups of hearing impaired such as children, persons with other disabilities or persons with implantable devices may require services beyond what is covered in this European Standard.

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This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract.
This document is applicable to:
a)   Service buyers and service providers regardless of type, size or the nature of the services;
b)   Service providers who may be inside or outside the service buyers’ organization; and
c)   Any interested parties who are directly or indirectly involved in or affected by a procurement process.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2   ‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.

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This document provides guidance on the design and structure of service contracts. It is aimed at buyers and service providers entering a contractual relationship who do not necessarily have legal training.
This document is applicable to any organization regardless of its type or size.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2   ‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.

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ISO 19119:2016 defines requirements for how platform neutral and platform specific specification of services shall be created, in order to allow for one service to be specified independently of one or more underlying distributed computing platforms.
ISO 19119:2016 defines requirements for a further mapping from platform neutral to platform specific service specifications, in order to enable conformant and interoperable service implementations.
ISO 19119:2016 addresses the Meta:Service foundation of the ISO geographic information reference model described in ISO 19101‑1:2014, Clause 6 and Clause 8, respectively.
ISO 19119:2016 defines how geographic services shall be categorised according to a service taxonomy based on architectural areas and allows also for services to be categorised according to a usage life cycle perspective, as well as according to domain specific and user defined service taxonomies, providing support for easier publication and discovery of services.

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This document lists the general requirements to define levels of performance and acceptance for street cleaning and waste management services and to take into account to draw up and to operate service contracts for a better result in terms of qualitative and quantitative performances definition and survey, clearing agreements in case of deviations, economic optimisation, environmental sustainability and pollution prevention.
When the client isn’t a public administration but a private customer, purchasing street cleaning and/or municipal waste management services directly from the service provider, the standard is applicable, when appropriate; in this case the term “Administration” includes also these private customers.
This document is intended for public authorities and other bodies (or actors) requiring street cleaning and/or waste management services as well as for public and private waste management companies offering services of street cleaning and/or of waste and recycling operations.

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The target of this standard is to provide the different actors of the services all the elements to foresee, to fix or to offer for the carrying out of each service of waste management, street cleaning and waste collection and transport, and for the remedying of the unavoidable defaults of the fulfilment of the contracts, restricting deviations in a given incidence and putting right them within time and manners prearranged. Even if the new standard might contain a section of recommended values of the quantitative and qualitative parameters of various services, the main target is to fix a methodology to describe, to survey and to appraise services and possible defaults. Consequently the new standard will cover: - the definitions of the various services, - quantitative and qualitative parameters of the services and the way to measure them, - definition of the minimum level of the service to be let on contract, - parameters to verify for the fulfilment of the contract, - methods for survey and gauge these parameters, - the list of standards that the different equipments used have to comply with, - methods of technical and economical evaluation of the deviations from the contract that are not remedied, or that are not remedied in time by the contractor.

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This document lists the general requirements to define levels of performance and acceptance for street cleaning and waste management services and to take into account to draw up and to operate service contracts for a better result in terms of qualitative and quantitative performances definition and survey, clearing agreements in case of deviations, economic optimisation, environmental sustainability and pollution prevention.
When the client isn’t a public administration but a private customer, purchasing street cleaning and/or municipal waste management services directly from the service provider, the standard is applicable, when appropriate; in this case the term “Administration” includes also these private customers.
This document is intended for public authorities and other bodies (or actors) requiring street cleaning and/or waste management services as well as for public and private waste management companies offering services of street cleaning and/or of waste and recycling operations.

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The target of this standard is to provide the different actors of the services all the elements to foresee, to fix or to offer for the carrying out of each service of waste management, street cleaning and waste collection and transport, and for the remedying of the unavoidable defaults of the fulfilment of the contracts, restricting deviations in a given incidence and putting right them within time and manners prearranged. Even if the new standard might contain a section of recommended values of the quantitative and qualitative parameters of various services, the main target is to fix a methodology to describe, to survey and to appraise services and possible defaults. Consequently the new standard will cover: - the definitions of the various services, - quantitative and qualitative parameters of the services and the way to measure them, - definition of the minimum level of the service to be let on contract, - parameters to verify for the fulfilment of the contract, - methods for survey and gauge these parameters, - the list of standards that the different equipments used have to comply with, - methods of technical and economical evaluation of the deviations from the contract that are not remedied, or that are not remedied in time by the contractor.

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This document provides guidance on the design, content and structure of service contracts. It is aimed at buyers and service providers entering a contractual relationship who do not necessarily have legal training. The guidance set out in this document does not constitute legal advice.
This document is applicable to:
a) service buyers and service providers regardless of type, size or the nature of the services;
b) service providers who may be inside or outside the service buyers' organization; and
c) any interested parties who are directly or indirectly involved in or affected by a procurement process.
This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts.
NOTE 1   ‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered.
NOTE 2   ‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.

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ISO/IEC Guide 76:2008 provides general guidance on the issues to be considered in standards for services. On the basis of this guidance, detailed standards can be prepared for any service. ISO/IEC Guide 76:2008 provides a checklist which can be used by consumer representatives and others participating in the process of standards development. Use of the checklist enables full consideration to be given to all matters of consumer interest, including the needs of children, older persons, persons with disabilities and those from different ethnic and cultural heritages. ISO/IEC Guide 76:2008 is relevant to the full range of services, whether or not a formal contract is entered into or purchase price paid, but it also has relevance for public or charitable services in which there is a consumer, a user or a participant, but not necessarily a purchase, e.g. education, health and care provision.

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