Facility Management - Part 3: Guidance on quality in Facility Management

This European Standard provides a guideline how to measure, achieve and improve quality in FM. It gives complementary guidelines to EN ISO 9000, EN ISO 9001 and EN 15221-2 within the framework of EN 15221 1. The standard provides a link into management methods and management theories.
This European Standard is applicable to:
-   FM in public and private organizations;
-   client organization and service provider relationships;
-   full range of facility products or facility services;
-   both types of service providers in FM (internal and external);
-   all types of working environments (e.g. industrial, commercial, administration, military, healthcare etc.).
This European Standard is applicable to business services (not consumer oriented).
This European Standard does not:
-   replace the quality management systems of the client organization;
-   provide standard forms:
-   for performance and quality management systems (delivering a quality management system);
-   for defining requirements;
-   for a measurement tool;
-   for service level;
-   apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).

Facility Management - Teil 3: Leitfaden für Qualität im Facility Management

Dieses Dokument stellt einen Leitfaden zur Messung, Erreichung und Verbesserung der Qualität im Facility Management bereit. Es enthält ergänzende Leitlinien zu EN ISO 9000, EN ISO 9001 und EN ISO 41012 im Rahmen von EN ISO 41011 und ISO/TR 41013. Die Norm bietet eine Verknüpfung zu Managementverfahren und Managementtheorien.
Diese Europäische Norm ist anwendbar auf:
— Facility Management in öffentlichen und privaten Organisationen;
— Beziehungen zwischen Auftraggeber-Organisation und Dienstleister;
— den vollen Umfang von Facility-Produkten bzw. Facility Services;
— beide Arten von Dienstleistern im Facility Management (intern und extern);
— alle Arten von Arbeitsumgebungen (z. B. Industrie, Handel, Verwaltung, Militär, Gesundheitswesen usw.).
Dieses Dokument ist anwendbar auf Geschäftsdienstleistungen (nicht verbraucherorientiert).
Folgendes leistet dieses Dokument nicht:
— sie ersetzt nicht die Qualitätsmanagementsysteme der Auftraggeber-Organisation;
— sie bietet keine Standardvorlagen für
— Leistungs- und Qualitätsmanagementsysteme (Bereitstellung eines Qualitätsmanagementsystems);
— die Definition von Anforderungen;
— ein Messwerkzeug;
— Service Level;
— sie gilt nicht für die Zertifizierung des Qualitätssystems des Facility Managements (behandelt in EN ISO 9001).

Facility management - Partie 3 : Guide relatif à la qualité en facility management

Le présent document fournit des lignes directrices sur la manière de mesurer, d’obtenir et d’améliorer la qualité en FM. Il donne également des lignes directrices complémentaires à l’EN ISO 9000, l’EN ISO 9001 et l’EN ISO 41012 dans le cadre de l’EN ISO 41011 et de l’ISO/TR 41013. La norme assure un lien entre les méthodes de management et les théories de management.
La présente Norme européenne est applicable :
 au FM dans les organismes publics et privés ;
 aux relations entre l’organisme du donneur d’ordres et le fournisseur de services ;
 à la gamme complète des produits ou services de gestion des installations ;
 aux deux types de fournisseurs de services en FM (internes et externes) ;
 à tous les types d’environnement de travail (par exemple, industriel, commercial, gouvernemental, militaire, lié aux soins de santé, etc.).
Le présent document est applicable aux services pour les entreprises (non orientés vers le consommateur).
Le présent document :
 ne remplace pas les systèmes de management de la qualité de l’organisme du donneur d’ordres ;
 ne fournit pas de formulaires normalisés :
 pour les systèmes de management de la qualité et des performances (fourniture d’un système de management de la qualité) ;
 pour la définition des exigences ;
 pour un outil de mesure ;
 pour le niveau de service ;
 ne s’applique pas à la certification du système qualité de facility management (couvert par l’EN ISO 9001).

Upravljanje objektov in storitev - 3. del: Navodilo za zagotavljanje kakovosti pri upravljanju objektov in storitev

General Information

Status
Not Published
Public Enquiry End Date
23-Jan-2019
Technical Committee
Current Stage
4020 - Public enquire (PE) (Adopted Project)
Start Date
08-Nov-2018
Due Date
28-Mar-2019
Completion Date
23-Jan-2019

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SLOVENSKI STANDARD
oSIST prEN 15221-3:2019
01-januar-2019

Upravljanje objektov in storitev - 3. del: Navodilo za zagotavljanje kakovosti pri

upravljanju objektov in storitev
Facility Management - Part 3: Guidance on quality in Facility Management
Facility Management - Teil 3: Leitfaden für Qualität im Facility Management

Facility management - Partie 3 : Guide relatif à la qualité en facility management

Ta slovenski standard je istoveten z: prEN 15221-3
ICS:
03.080.10 Vzdrževalne storitve. Maintenance services.
Upravljanje objektov Facilities management
91.040.01 Stavbe na splošno Buildings in general
oSIST prEN 15221-3:2019 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST prEN 15221-3:2019
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oSIST prEN 15221-3:2019
DRAFT
EUROPEAN STANDARD
prEN 15221-3
NORME EUROPÉENNE
EUROPÄISCHE NORM
November 2018
ICS 03.080.10 Will supersede EN 15221-3:2011
English Version
Facility Management - Part 3: Guidance on quality in
Facility Management

Facility management - Partie 3 : Guide relatif à la Facility Management - Teil 3: Leitfaden für Qualität im

qualité en facility management Facility Management

This draft European Standard is submitted to CEN members for enquiry. It has been drawn up by the Technical Committee

CEN/TC 348.

If this draft becomes a European Standard, CEN members are bound to comply with the CEN/CENELEC Internal Regulations

which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.

This draft European Standard was established by CEN in three official versions (English, French, German). A version in any other

language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC

Management Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia,

Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,

Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland,

Turkey and United Kingdom.

Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are

aware and to provide supporting documentation.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without

notice and shall not be referred to as a European Standard.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre: Rue de la Science 23, B-1040 Brussels

© 2018 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 15221-3:2018 E

worldwide for CEN national Members.
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Contents Page

European foreword ....................................................................................................................................................... 4

Introduction .................................................................................................................................................................... 5

1 Scope .................................................................................................................................................................... 8

2 Normative references .................................................................................................................................... 8

3 Terms, definitions and abbreviations ..................................................................................................... 9

3.1 Terms and definitions ................................................................................................................................... 9

3.2 Abbreviations ................................................................................................................................................ 11

4 Basics of quality management ................................................................................................................. 12

4.1 Importance of quality in FM ..................................................................................................................... 12

4.2 Criteria, background, elements and influences to quality ............................................................ 12

4.3 Type of Characteristics ............................................................................................................................... 13

4.3.1 General ............................................................................................................................................................. 13

4.3.2 Objective (hard) characteristic ............................................................................................................... 13

4.3.3 Subjective (soft) characteristic ............................................................................................................... 13

4.4 Pathway from needs to experiencing delivery .................................................................................. 14

4.4.1 Expectations ................................................................................................................................................... 14

4.4.2 Defined requirement in SL/SLA .............................................................................................................. 14

4.4.3 Delivery............................................................................................................................................................ 16

4.4.4 Perception ....................................................................................................................................................... 16

4.5 Quality Management ................................................................................................................................... 16

4.5.1 General ............................................................................................................................................................. 16

4.5.2 Existing QMS at client organization ....................................................................................................... 17

5 Process of quality management .............................................................................................................. 17

5.1 General introduction .................................................................................................................................. 17

5.1.1 The quality management process .......................................................................................................... 17

5.1.2 Ensuring quality within FM agreement lifecycle .............................................................................. 18

5.2 Analyse needs and demand ...................................................................................................................... 19

5.3 Specify requirements .................................................................................................................................. 19

5.3.1 Objectives ........................................................................................................................................................ 19

5.3.2 Requirements from primary activity .................................................................................................... 20

5.4 Elaborate Service Level .............................................................................................................................. 20

5.4.1 General ............................................................................................................................................................. 20

5.4.2 Transfer requirements into facility products .................................................................................... 20

5.4.3 Elements of a Service Level ....................................................................................................................... 21

5.4.4 Principle and approaches of defining Service Levels ...................................................................... 21

5.4.5 Types and classification of Service Level ............................................................................................. 22

5.4.6 Service Level life cycle ................................................................................................................................ 23

5.5 Developing measurement metrics (hierarchy of indicators) ...................................................... 23

5.5.1 Purposes of developing metrics (structured indicators) .............................................................. 23

5.5.2 Various types of indicators ....................................................................................................................... 24

5.5.3 Recommendation for measurement metrics ..................................................................................... 25

5.6 Quality aspects in organizing delivery of facility products ........................................................... 26

5.7 Quality aspects in delivering facility products .................................................................................. 27

5.8 Measurement and calculation ................................................................................................................. 27

5.9 Analyse deviation ......................................................................................................................................... 28

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5.10 Actions based on deviation ....................................................................................................................... 28

5.11 Control and improvement cycles ............................................................................................................ 29

Annex A (informative) GAP-Model ......................................................................................................................... 31

Annex B (informative) Additional information and recommendation for measurement

metrics .............................................................................................................................................................. 34

B.1 Recommendation for designing a metric system .............................................................................. 34

B.2 Attributes of indicators .............................................................................................................................. 35

B.3 Indicators selection criteria ..................................................................................................................... 36

B.4 Required properties of indicators .......................................................................................................... 37

B.5 Data gathering techniques: ....................................................................................................................... 37

B.6 Domains and categories on indicators .................................................................................................. 38

Bibliography ................................................................................................................................................................. 43

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European foreword

This document (prEN 15221-3:2018) has been prepared by Technical Committee CEN/TC 348 “Facility

Management”, the secretariat of which is held by NEN.
This document is currently submitted to the CEN Enquiry.
This document will supersede EN 15221-3:2011.

This European Standard is one of the series ISO-EN 41000 and EN 15221 “Facility Management” which

consists of the following parts:
— EN ISO 41011:2017 Facility Management - Vocabulary

— EN ISO 41012:Facility Management – Guidance on strategic sourcing and the development of

agreements
— ISO/TR 41013 Facility Management – scope, key concepts and benefits
— EN 15221 Part 3: Guidance on quality in Facility Management

— EN 15221 Part 4: Taxonomy, Classification and Structures in Facility Management

— EN 15221 Part 5: Guidance on Facility Management processes
— EN 15221 Part 6: Area and Space Measurement in Facility Management
— EN 15221 Part 7: Performance Benchmarking

Note With the addition of the ISO standards, Part 1 and Part 2 of EN 15221 are withdrawn.

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Introduction

In 2013 the initiative was taken to interest parties at ISO level for the FM suite of standards of Europe,

the EN 15221 parts 1 to 7. This resulted in the re-development of the standards for vocabulary,

sourcing and agreements.
The result consists of the parts:
• EN-ISO 41011 Facility Management – Vocabulary

• EN-ISO 41012 Facility Management – Guidance on strategic sourcing and the development of

agreements.
• ISO/TR 41013 Facility Management – Scope. Key concepts and benefits.

These standards also build on widely accepted management principles, in particular value chain

(Porter, M E, (1985), “Competitive Advantage: creating and sustaining superior performance”, Free

Press, New York) and quality control (PDCA (Plan, Do, Check, Act). Deming, W E (1986), “Out of the

Crisis”, MIT, Cambridge). Reference to ISO 10014:2006, Quality management – Guidelines for realizing

financial and economic benefits.

The principles of the Deming cycle (PDCA) underpin all of the standards but are applied to a different

extent and depth in each. In fact there are different types of PDCA cycles depending of the term (e.g.

long-term, short-term).

These standards align to EN ISO 9000 family of standards for Quality Management Systems and applies

specific guidance on the concepts and use of a process-based approach to management systems to the

field of Facility Management.

The term “facility services” is used as a generic description in the standards. The term “standardized

facility products” refers to the “standardized facility services” defined and described in EN 15221-4,

Facility Management — Part 4: Taxonomy, Classification and Structures in Facility Management.

Countries can decide to substitute the term “product” into “service”, when they consider that it is

important for a good acceptance and use of the standards in their own country.

The aim of all the standards is to provide guidance to Facility Management (FM) organizations on the

development and improvement of their FM processes to support the primary activities. This will

support organizational development, innovation and improvement and will form a foundation for the

further professional development of FM and its advancement in Europe. Therefore generic examples

are provided in the standard to assist organizations.

These standards lay the foundation of the work that has to be done further more in developing Facility

Management, for e.g. benchmark standards prEN 15221-7.

Effective FM brings value to an organization and all associated stakeholders. The objective of this

European Standard is to provide guidance how to achieve, improve and measure quality in FM.

This European Standard is primarily written for organizations that adopt quality improvement

procedures together with SL definition and the use of metrics. In addition, as technical developments

and requirements of organizations increase and economic systems mature, the demand for this type of

FM specific quality management will develop.

This standard is for use by management, consultants and practitioners in both client and service

provider organisations.
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— This standard is based on: the existing FM standards EN-ISO 41011, EN-ISO 41012 and EN-

ISO 41013 which define FM, FM sourcing and FM agreements as well as Scope key concepts and

benefits. The EN ISO 9000 Quality standards.
The purpose of this standard is to provide guidelines on how to:
— clarify and understand quality issues;
— define quality criteria’s and indicators;

— elaborate and perform the measurements (hard and soft facts) of FM performance and quality;

— describe soft factors;
— clarify expectation and perception;
— assist in the development of metrics and selection of indicators;
— obtain information and knowledge on metrics and service levels;
— measure efficiency of FM processes and effectivity of their output;

— improve processes to achieve quality on strategic, tactical and operational levels;

— improve quality management processes and ensure their continuous improvement;
— improve communication between stakeholders;
— improve effectiveness of the FM processes;
— and other aspects related to quality in FM.

The understanding and application of this standard will support the creation of metrics which will

enable measurement and assessment of quality of FM and FM Services and the added value to

the primary activities.
— facilitate the management of primary activities;
— increase of productivity (efficiency effectiveness);
— reach financial targets;
— improve the client image;
— enable corporate social responsibility / sustainability;

— measure congruence between needs/demands and delivery of customer, client and end-user.

The terms product, service, facility product and facility service is used in this standard and the

interrelationship need to be explained:

“Product” is used in the general EN ISO 9000 context of quality management in the sense of hardware,

software, service. This use should help to provide the connection to established existing principles and

methods of quality management in EN ISO 9000 context.
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“Service” as part of the definition 'product' is used in the general quality management context as a time-

perishable, intangible experience performed for a customer acting as co-producer.

“Facility services” is defined in EN-ISO 41011:2017 and is the support provision to the primary

activities of an organization, delivered by an internal or external provider. Facility services are services

related to “space and infrastructure” and to “people and organization”.

According to the existing FM model in standard EN-ISO 41011 is decided that facility services are only

used on operational level. The terms “facility services” and “classified facility products” are not used on

tactical and strategic level.

“facility product” is one of a defined set of hierarchically organized classified facility services - only the

term “(classified) facility products” is used in that context only.

In EN 15221-4 and EN 15221-5 facility services have been classified. These “classified facility services”

will be called '(classified) facility products' or 'simply facility products'. When referring or using the

term facility product, they will refer to EN 15221-4.

The classification of “facility services” to “classified facility products” is described in 5.4.2. After this sub

clause, the terms “facility services” and “classified facility products” are used in this standard.

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1 Scope

This document provides a guideline how to measure, achieve and improve quality in FM. It gives

complementary guidelines to EN ISO 9000, EN ISO 9001 and EN ISO 41012 within the framework of

EN ISO 41011 and ISO/TR 41013 The standard provides a link into management methods and

management theories.
This European Standard is applicable to:
— FM in public and private organizations;
— client organization and service provider relationships;
— full range of facility products or facility services;
— both types of service providers in FM (internal and external);

— all types of working environments (e.g. industrial, commercial, administration, military, healthcare

etc.).
This document is applicable to business services (not consumer oriented).
This document does not:
— replace the quality management systems of the client organization;
— provide standard forms:

— for performance and quality management systems (delivering a quality management system);

— for defining requirements;
— for a measurement tool;
— for service level;

— apply to the certification of the quality system of Facility Management (covered by EN ISO 9001).

2 Normative references

The following documents are referred to in the text in such a way that some or all of their content

constitutes requirements of this document. For dated references, only the edition cited applies. For

undated references, the latest edition of the referenced document (including any amendments) applies.

EN-ISO 41011:2017 Facility Management – Vocabulary
ISO/TR 41013 Facility Management – Scope, key concepts and benefits.

EN ISO 41012:2018 Facility Management – Guidance on strategic sourcing and the development of

agreements (ISO 41012:2017)

EN 15221-4, Facility Management - Part 4: Taxonomy, Classification and Structures in Facility

Management
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3 Terms, definitions and abbreviations
3.1 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at http://www.iso.org/obp
3.1.1
quality
degree to which a set of inherent characteristics fulfils requirements
[EN ISO 9000:2015]
3.1.2
requirement
need or expectation that is stated, generally implied or obligatory
[EN ISO 9000:2015]
3.1.3
characteristic
distinguishing feature:

— physical (e.g. mechanical, electrical, chemical or biological characteristics);

— sensory (e.g. related to smell, touch, taste, sight, hearing);
— behavioural (e.g. courtesy, honesty, veracity);
— temporal (e.g. punctuality, reliability, availability);
— ergonomic (e.g. physiological characteristic, or related to human safety);
— functional (e.g. maximum speed of an aircraft)
[EN ISO 9000:2015]
3.1.4
product
result of a process
product categories, as follows:
— services (e.g. transport);
— software (e.g. computer program, dictionary);
— hardware (e.g. engine mechanical part)
[EN ISO 9000:2015]
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3.1.5
service

time-perishable, intangible experience performed for a customer acting as co-producer

3.1.6
facility services

support provision to the primary activities of an organization, delivered by an internal or external

provider

Note 1 to entry: Facility services are services related to “space and infrastructure” and to “people and

organization”.
[EN -ISO 41011 and ISO/TR 41013]
3.1.7
facility product

one of a defined set of hierarchically organized (classified) and standardised facility services

Note 1 to entry: The term product is used in accordance with EN ISO 9000 being the output of a (facility)

process which can be a single or a package of material (hardware) or immaterial provisions (software), supplies

or services which support the primary activity of the organization and its properties.

[EN-ISO 41011 and ISO/TR 41013]
3.1.8
process

set of interrelated or interacting activities which transforms inputs into outputs

[EN ISO 9000:2015]
3.1.9
system
set of interrelated or interacting elements
[EN ISO 9000:2015]
3.1.10
grade

category or rank given to different quality requirements for products, processes or systems having the

same functional use
[EN ISO 9000:2015]
3.1.11
service level

complete description of requirements of a product, process or system with their characteristics

Note 1 to entry: The described set of characteristics in the SL can be graded within boundaries suitable for

measurement and analysis.
3.1.12
indicator

measured or calculated characteristic (or a set of characteristics) of a product according to a given

formula, which assess the status or level of performance at defined time
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3.1.13
key performance indicator (KPI)

measure that provides essential information about performance of facility services delivery

[EN-ISO 41011 and ISO/TR 41013]
3.1.14
client key performance indicator

indicator that provides essential information about performance of the client organization

Note 1 to entry: The client key performance indicators have to be given by the client organization, based on its

strategic goals pursuing the development of the primary activities.
3.1.15
FM-indicator
indicator that measures the quality of facility products

Note 1 to entry: They are used on different levels (e.g. strategic, tactical or operational Level) see Figure 6.

3.1.16
FM-key performance indicator (FM-KPI)

FM-indicator influencing the primary activities of the organization by feeding client key performance

indicators

Note 1 to entry: FM-indicator linked to client's organization objectives and related facility product which

directly impacts the primary activities.
3.1.17
FM-top indicator
indicator important for the FM activities without being FM-KPI
Note 1 to entry: Not directly linked to the client organization objective.
3.1.18
sustainability
ability of system to be maintained for the present and future generations

Note 1 to entry: In this context “system” comprises environmental, social and economic aspects.

[EN 15643-2:2011]
3.2 Abbreviations
FM facility management
SL service level
SLA service level agreement
KPI key performance indicator
PDCA plan, do, check, act
QM quality management
QMS quality management system
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4 Basics of quality management
4.1 Importance of quality in FM

For the client organization the quality of the services delivered is fundamental, since the quality of the

support processes may influence the primary activities and organizations objectives of the client

considerably.

Consequently the client should have all necessary means (knowledge, processes, tools, etc.) to define

the quality of the services and ensure that the quality delivered will fulfil the requirements, meet the

demands and satisfy needs within the clients' organization.
In order to achieve this goal the client should have also the means:
— to obtain the quality of the services;
— to permanently control the quality of services delivered (results).
The client should define:

— the services which are needed, preferably in the form of classified facility products;

— the SL to be fulfilled;
— the indicators and processes to measure the quality;
— the action in case of quality discrepancies.
The challenges are
— to determine the “right” level of quality in the SL/SLA, and
— then to provide it within the delivery process.
4.2 Criteria, background, elements and influences to quality

Quality is the degree in which a set of characteristics fulfils requirements. In the context of FM,

requirements have to be fulfilled for the client organization including the client, customer, end user and

society.

In the process of defining the characteristics of the product that are defined in the SL/SLA the following

aspects for an organization shall be thoroughly considered:

— the needs (e.g. subsistence, protection, affection, understanding, participation, leisure, creation,

identity, freedom, etc.) which are physiological or psychological requisite for their well-being;

— the expectation or belief (projection into the future) which may be expressed precisely, explicitly,

fussily or implied;

— the perception (process of interpretation and organization of the stimulation of the humans

sensory receptors to produce an experience) within the context of the society, culture, traditions;

etc. The perception of quality is strongly influenced by the needs, expectations and constraints of

the recipient of the product at the time of delivery;

— client, customer and end user perceived value as ratio of satisfaction and/or experience over

perception of the fairness of the price;
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— the various constraints (e.g. financial, resources, legal, etc) resulting in selection, filtering,

prioritising within the clients organization and related market.

It is important to note, that needs, expectations, perceptions are different for all individuals as well as

part of organizations and clients management have to be used to select and prioritize the various

performance/quality criteria considering various constraints within the organization and the market.

In the process of deli
...

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