This document describes the elements of workforce turnover and retention and provides comparable measures for internal and external reporting. This document also highlights issues that need to be considered when interpreting the turnover and retention data, especially when deciding on the appropriate intervention internally and when reporting this to external stakeholders (e.g. regulators, investors).

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    • Technical specification
      14 pages
      English language
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    • Draft
      14 pages
      English language

This document provides examples of good practices in stormwater management related to ISOÂ 24536Â and information on standards and guidelines used in various countries.

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    • Technical report
      80 pages
      English language
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    • Draft
      80 pages
      English language

This document specifies requirements for the competences and qualifications of legal translators, revisers and reviewers, best translation practices and the translation process directly affecting the quality and delivery of legal translation services. In particular, it specifies the core processes, resources, confidentiality, professional development requirements, training and other aspects of the legal translation service provided by individual translators.
Fulfilment of all the requirements s...
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    • Standard
      29 pages
      English language
    • e-Library read for
      1 day
    • sale 10% off
    • Standard
      29 pages
      English language
    • e-Library read for
      1 day
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    • Standard
      24 pages
      English language
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    • Standard
      26 pages
      French language

This document establishes the requirements and recommendations for facilitators and healthcare providers in medical tourism. This document intends to ensure quality service provision for tourists in order to meet the expectations of tourists travelling for medical reasons as a primary motivation. This document does not apply to thalassotherapy centres, medical spas or wellness spas.

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    • Standard
      19 pages
      English language
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    • Draft
      19 pages
      English language

This document specifies guidelines for the implementation of continuous monitoring systems for drinking water quality and operational parameters in drinking water distribution networks. It provides guidance for determining the: — effective number of continuous monitoring stations in the drinking water distribution network; — location of monitoring stations in the drinking water distribution network; — types of operational and drinking water quality parameter measuring devices (MDs) that can be i...view more

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    • Technical specification
      25 pages
      English language
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    • Draft
      25 pages
      English language

This document establishes requirements and guidance for clients working with one or more service provider(s) to carry out the assessment of an individual, a group or an organization for work-related purposes. This document enables the client to base its decisions on sound assessment results. This document specifies the requirements of the client with respect to: a) the needs and rationale for using assessments; b) the conditions under which the assessment will be used; c) the decisions about the...view more

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    • Standard
      23 pages
      English language
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    • Draft
      23 pages
      English language

This document establishes requirements and guidance for one or more service provider(s) in working with a client to carry out the assessment of an individual, group or organization for work-related purposes and to deliver quality assessment services. This document addresses the requirements for the service provider with respect to, among other areas: a) the choice, integration, implementation and evaluation of assessment procedures and methods in making recommendations to a client who has an ass...view more

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    • Standard
      25 pages
      English language
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    • Draft
      25 pages
      English language

This document establishes the requirements and recommendations of competencies and the related expected results of competencies for adventure tourism activity leaders common to any adventure tourism activity, which can affect the quality and safety of the services provided. It can be used by all types and sizes of providers operating in different geographic, cultural and social environments. This document does not apply to diving leaders, for whom References [1], [2] and [4] to [9] apply.

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    • Standard
      9 pages
      English language
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    • Draft
      9 pages
      English language

This Technical Specification 'Service model for social care alarms', provides a framework and recommendations for the roles and responsibilities of the different actors in the social care alarm service chain.
The following topics are included in this technical specification:
1. Service user perspective: objectives, roles, needs and processes
2. Process description on service chain, including:
- service user experience, instruction and installation, use, service accessibility, response ar...
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    • Technical specification
      31 pages
      English language
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      1 day
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    • Technical specification
      31 pages
      English language
    • e-Library read for
      1 day

This document specifies requirements for the provision and operation of indirect, temperature-controlled refrigerated delivery services for refrigerated parcels which contain temperature-sensitive goods (including foods) in land transportation. It includes all refrigerated delivery service stages from acceptance (receipt) of a chilled or frozen parcel from the delivery service user to its delivery at the designated destination, including intermediate transfer of the refrigerated parcels between ...view more

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    • Standard
      34 pages
      English language
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    • Standard
      35 pages
      French language

This document provides guidelines on alternative drinking water service (ADWS) provision during a crisis. This document addresses: a) ADWS principles and methods; b) ADWS operational planning and implementation. This document is not applicable to: 1) planned water supply interruptions forming part of drinking water utilities' normal operations; NOTE However, many of the principles and methods described can be appropriate in such circumstances. 2) drinking water supplied for the ongoing operation...view more

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    • Standard
      35 pages
      English language

This document specifies requirements for the competences and qualifications of legal translators, revisers and reviewers, best translation practices and the translation process directly affecting the quality and delivery of legal translation services. In particular, it specifies the core processes, resources, confidentiality, professional development requirements, training and other aspects of the legal translation service provided by individual translators. Fulfilment of all the requirements se...view more

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    • Standard
      29 pages
      English language
    • e-Library read for
      1 day
    • sale 10% off
    • Standard
      29 pages
      English language
    • e-Library read for
      1 day
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    • Standard
      24 pages
      English language
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    • Standard
      26 pages
      French language

This document establishes quality requirements and recommendations for hotels regarding staff, service, events, entertainment activities, safety and security, maintenance, cleanliness, supply management and guest satisfaction. The requirements are applicable regardless of their classification and category, and whether the services are provided directly by internal staff or by a subcontractor.

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    • Standard
      29 pages
      English language

This document establishes minimum requirements for commercial and non-commercial harbours for yachts (defined for the purposes of this document in 3.24) to deliver luxury facilities and services to the yachting community. It details the requirements for a luxury yacht harbour to be considered a luxury facility, providing exceptional levels of customer service to meet the user's needs in a time-efficient way. This document does not cover specifics of yards, dry stacks, dry-docking areas, dry stor...view more

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    • Standard
      20 pages
      English language

This standard specifies hygiene requirements before, during tattooing and tattoo aftercare. It provides guidance for tattooists and their routine interactions with clients and public authorities. It gives guidance for the correct procedures to be used to ensure optimum protection of the client, the tattooist and others in the tattoo workspace.

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    • Standard
      49 pages
      English language
    • e-Library read for
      1 day

This document specifies the form and content of warranties/guarantees that a manufacturer and/or supplier can use to address reasonable expectations of products by consumers. This document is applicable to transactions between businesses and consumers of new and used products, including online transactions. This document is also applicable to products associated with services to complete a transaction (such as, buying clothes that need alteration).

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    • Standard
      11 pages
      English language

This document specifies hygiene requirements before and during tattooing and for aftercare. It gives guidelines for tattooists and their routine interactions with clients and public authorities. It gives guidelines for the correct procedures to be used to ensure optimum protection of the client, the tattooist and others in the tattoo work area.

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    • Standard
      49 pages
      English language
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      1 day

This document specifies requirements for service providers with regard to responsible practices for the provision of their services.
This document applies to recreational diving related activities, e.g:
•   scuba diving;
•   snorkelling;
•   free diving (breath hold diving).
Further, this document provides guidance to all stakeholders involved in recreational diving related activities on best practice to minimise negative impact on the aquatic environment and to optimise positive outcomes.
This ...
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    • Standard
      16 pages
      English language
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      1 day

This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable practices in recreational diving activities.
The training programme consists of theory and an optional practical part (water session).

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    • Standard
      15 pages
      English language
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      1 day

This document provides guidance to stormwater management authorities and relevant stakeholders on both structural and non-structural stormwater management approaches. The guidance includes consideration of relevant policies, planning, design criteria and implementation processes for stormwater management, and performance evaluation. This document can be applied to new stormwater systems and to the extension or improvement of existing systems for both fully separated and combined storm and sanita...view more

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    • Standard
      54 pages
      English language
    • sale 15% off
    • Standard
      58 pages
      French language

This document specifies requirements for service providers with regard to responsible practices for the provision of their services.
This document applies, but is not limited, to recreational-diving-related activities, for example:
— scuba diving;
— snorkelling;
— free diving (breath hold diving).
Further, this document provides guidance to all stakeholders involved in recreational-diving-related activities on best practice to minimize negative impact on the aquatic environment and to optim...
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    • Standard
      16 pages
      English language
    • e-Library read for
      1 day

This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable environmental practices in recreational diving activities.
The training programmes consist of theory and an optional practical training segment water session.

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    • Standard
      15 pages
      English language
    • e-Library read for
      1 day

This document sets out the requirements for the provision of funeral services with respect to education, transport, facilities, advisory services, and care of the deceased for both burial and cremation services.
This document is applicable to all funeral professionals, funeral homes, and funeral-related services at cemeteries and crematoria as well as any other person(s) providing funeral services of any kind.
This document does not apply to product-related technical requirements. Occupational...
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    • Standard
      52 pages
      English language
    • e-Library read for
      1 day

This document sets out the requirements for the provision of funeral services with respect to education, transport, facilities, advisory services, and care of the deceased for both burial and cremation services.
This document is applicable to all funeral professionals, funeral homes, and funeral-related services at cemeteries and crematoria as well as any other person(s) providing funeral services of any kind.
This document does not apply to product-related technical requirements. Occupational...
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    • Standard
      52 pages
      English language
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      1 day

This document provides requirements and recommendations for the provision of professional beauty
salon services. These services relate to the delivery of beauty treatments regardless of where the
service is delivered.
This document provides requirements and recommendations for the delivery of beauty treatments
performed by a suitably qualified beauty therapist. Recommendations are provided for client
management to ensure client safety during any beauty treatments. The delivery of beauty sal...
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    • Standard
      30 pages
      English language
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      1 day

This document specifies requirements for service providers with regard to responsible practices for the provision of their services. This document applies, but is not limited, to recreational-diving-related activities, for example: — scuba diving; — snorkelling; — free diving (breath hold diving). Further, this document provides guidance to all stakeholders involved in recreational-diving-related activities on best practice to minimize negative impact on the aquatic environment and to optimize p...view more

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    • Standard
      8 pages
      English language
    • sale 15% off
    • Standard
      9 pages
      French language

This document specifies requirements for training programmes designed to educate participants in environmental awareness and sustainable environmental practices in recreational diving activities. The training programmes consist of theory and an optional practical training segment water session.

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    • Standard
      7 pages
      English language
    • sale 15% off
    • Standard
      7 pages
      French language

This document for fitness centres specifies minimum requirements for structured exercise and physical activity. This includes requirements for equipment and any associated facilities, if present, together with the operational and managerial procedures for delivering the service.
This European Standard is applicable to all publically accessible fitness centres where diverse structured exercise and/or physical activity for groups and/or individuals are delivered in a safe and controlled environmen...
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    • Standard
      19 pages
      English language
    • e-Library read for
      1 day

Interruption of work due to appeal from UNE against BT Decision 69/2017 (SV on 2018-03-07).

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    • Standard
      30 pages
      English language
    • e-Library read for
      1 day

This document for fitness centres specifies minimum requirements for structured exercise and physical activity. This includes requirements for equipment and any associated facilities, if present, together with the operational and managerial procedures for delivering the service.
This European Standard is applicable to all publically accessible fitness centres where diverse structured exercise and/or physical activity for groups and/or individuals are delivered in a safe and controlled environmen...
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    • Standard
      19 pages
      English language
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      1 day

This document defines individual concepts that together constitute a vocabulary common to different stakeholders with interests in water service provision. It is intended to facilitate common understanding and communication on the provision and management of service activities relating to drinking water supply, wastewater and stormwater systems. The following are within the scope of this document: — definition of a vocabulary common to the different stakeholders; — definition of key elements and...view more

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    • Standard
      60 pages
      English language
    • sale 15% off
    • Standard
      61 pages
      French language

This document provides guidance for water utilities on the detection and classification of water and wastewater events. The following subjects are within the scope of this document: — publicly and privately owned and operated water utilities. It does not favour any particular ownership or operating model; — all aspects of the drinking water system and the wastewater system; — all causes of abnormal changes in water and/or wastewater service provision capable of detection by monitoring systems in...view more

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    • Technical specification
      56 pages
      English language

ISO/TR 24524:2019 details the hydraulic, mechanical and environmental conditions generally found in wastewater transport systems from toilets through to wastewater treatment plants, the general powers of wastewater services to manage discharges to sewers, and the responsibilities imposed on wastewater services by applicable local, regional or national legislation.

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    • Technical report
      9 pages
      English language
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    • Technical report
      10 pages
      French language

This document gives principles and best practice guidelines for unit pricing displayed by written, printed or electronic means. It includes guidance on — the provision of unit price, — units of measure used to express unit price including: weight, length, volume, count, area and other forms of measure, — the display of unit price, and — implementation, communication and education of consumers. This document is applicable to any retailer, including supermarkets, hardware stores, pharmacies, conve...view more

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    • Standard
      18 pages
      English language

This document specifies requirements for the provision of quality services at medical spas which use natural healing waters (except sea water) and other natural resources. This document does not cover decisions that correspond to the medical profession. This document does not apply to thalassotherapy centres or wellness spa centres.

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    • Standard
      29 pages
      English language
    • sale 15% off
    • Standard
      30 pages
      French language

This International Standard provides practical guidance to suppliers on consumer product recalls and
other corrective actions after the product has left the manufacturing facility. Other corrective actions
include, but are not limited to, refunds, retrofit, repair, replacement, disposal and public notification.
This International Standard is intended to apply to consumer products, but might also be applicable to
other sectors.

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    • Standard
      39 pages
      English language
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    • Standard
      44 pages
      English language
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      1 day

ISO 20488:2018 provides requirements and recommendations for the principles and methods for review administrators to apply in their collection, moderation and publication of online consumer reviews. ISO 20488:2018 is applicable to any organization that publishes consumer reviews online, including suppliers of products and services that collect reviews from their own customers, a third party contracted by the supplier, or an independent third party. It is recognized that the different processes r...view more

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    • Standard
      21 pages
      English language
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    • Standard
      22 pages
      French language

This document provides several examples of varying complexity which illustrate the use and intent of the performance assessment methodology set out in ISO 24510, ISO 24511 and ISO 24512. The document also provides examples of the parallel and similar practices for measuring performance or establishing benchmarks as found in various institutional circumstances. These examples represent practices in a range of utilities (e.g. small, medium and large water utilities; water utilities from developed ...view more

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    • Technical report
      65 pages
      English language

ISO 20245:2017 establishes minimum screening criteria for second-hand goods that are traded, sold, offered for sale, donated or exchanged between countries. ISO 20245:2017 is intended to help protect health, safety and the environment in which second-hand goods interact, when used by consumers. ISO 20245:2017 is applicable to second-hand goods that are shipped across at least one international border, and where the intended end user is a consumer. ISO 20245:2017 does not apply to goods that are ...view more

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    • Standard
      11 pages
      English language

ISO 20410:2017 sets out the minimum service level and equipment requirements for bareboats offered for charter on inland, coastal and/or offshore waters. It is applicable to any individual or organization that offers a bareboat for charter. ISO 20410:2017: · covers the safety of the bareboat and its occupants, but not associated sport or water-based recreational activities; · excludes boats that are provided with a skipper and/or crew and bareboats that do not have living accommodation; · does n...view more

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    • Standard
      15 pages
      English language
    • sale 15% off
    • Standard
      17 pages
      French language

This document provides guidance on addressing chemicals in the development of standards for
consumer-relevant articles. The aim is to minimize the impacts of chemicals of concern on human
health and the environment by complying with, complementing or going beyond legal obligations for these chemicals. Emphasis is given to chemicals in articles posing risks to human health during use. The
environmental dimension is considered, where feasible and where appropriate, for instance by
addressing e...
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    • Guide
      95 pages
      English language
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      1 day

This International Standard specifies minimum requirements for information to be provided to
participants before, during and after adventure tourism activities.
This International Standard can be used by all types and sizes of providers operating in different
geographic, cultural and social environments.

    • sale 15% off
    • Standard
      6 pages
      English language
    • sale 10% off
    • Standard
      11 pages
      English language
    • e-Library read for
      1 day
    • sale 15% off
    • Standard
      6 pages
      French language
    • sale 15% off
    • Standard
      6 pages
      French language

ISO/TS 24520:2017 provides guidance to water utilities on good practice in technical aspects of crisis management. ISO/TS 24520:2017 is applicable to all water utilities, of whatever size, whether public or private, that wish to review the effectiveness and efficiency of their service activities relating to preparation for, response to and recovery from a crisis.

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    • Technical specification
      43 pages
      English language

This document specifies requirements for organizations using the services of customer contact centres
(CCC). It aims to ensure that customer expectations are consistently met through the provision and
management of appropriate arrangements with CCCs meeting the requirements of ISO 18295-1.
This document is applicable to clients using CCCs of all sizes, across all sectors including in-house
(captive) centres and outsourced (third party operator) centres, across multiple contact channels,
inc...
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    • Standard
      15 pages
      English language
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      1 day

This document specifies service requirements for customer contact centres (CCC). It specifies a
framework for any CCC that aims to assist in providing clients and customers with services that
continuously and proactively meet or exceed their needs.
This document is applicable to both in-house (captive) and outsourced (third party operator) CCCs of
all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies
performance metrics (KPIs) as and where ...
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    • Standard
      25 pages
      English language
    • e-Library read for
      1 day

ISO 18295-1:2017 specifies service requirements for customer contact centres (CCC). It specifies a framework for any CCC that aims to assist in providing clients and customers with services that continuously and proactively meet or exceed their needs.
ISO 18295-1:2017 is applicable to both in-house (captive) and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies performance metrics (KPIs) as and wher...
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    • Standard
      25 pages
      English language
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      1 day

ISO 18295-2:2017 specifies requirements for organizations using the services of customer contact centres (CCC). It aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with CCCs meeting the requirements of ISO 18295‑1.
ISO 18295-2:2017 is applicable to clients using CCCs of all sizes, across all sectors including in-house (captive) centres and outsourced (third party operator) centres, across multiple contact channels, i...
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    • Standard
      15 pages
      English language
    • e-Library read for
      1 day

ISO 13687-1:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the basic level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-1:2017 does not cover risks in case of abnormal weather conditions a...view more

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    • Standard
      14 pages
      English language
    • sale 15% off
    • Standard
      14 pages
      French language

ISO 13687-3:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the high level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-3:2017 does not cover risks in case of abnormal weather conditions ab...view more

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    • Standard
      7 pages
      English language

ISO 13687-2:2017 establishes minimum requirements for commercial and non-commercial harbours for leisure craft in order to define the intermediate level to deliver services to the boating community for all types of recreational boating activities, excluding the standardization of sports activities. The scope does not cover specifics of boat yards, dry stacks, dry-docking areas, dry storages, fuel stations and nearby beaches. ISO 13687-2:2017 does not cover risks in case of abnormal weather condi...view more

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    • Standard
      10 pages
      English language