SIST EN 13549:2002
(Main)Cleaning services - Basic requirements and recommendations for quality measuring systems
Cleaning services - Basic requirements and recommendations for quality measuring systems
This standard provides basic requirements and recommendations for quality measurement systems for cleaning performance.
Reinigungsdienstleistungen - Grundanforderungen und Empfehlungen für Qualitätsmesssysteme
Anwendungsbereich
Diese Norm legt Grundanforderungen und Empfehlungen für Qualitätsmesssysteme für Reinigungsleistungen fest.
Services de nettoyage - Exigences et recommandations fondamentales pour les systemes de mesurage de la qualité
Domaine d'application
La présente norme propose des exigences et des recommandations fondamentales a respecter par les systemes qualité de mesurage des performances de nettoyage.
Cleaning services - Basic requirements and recommendations for quality measuring systems
General Information
Standards Content (Sample)
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Cleaning services - Basic requirements and recommendations for quality measuring systemsReinigungsdienstleistungen - Grundanforderungen und Empfehlungen für QualitätsmesssystemeServices de nettoyage - Exigences et recommandations fondamentales pour les systemes de mesurage de la qualitéCleaning services - Basic requirements and recommendations for quality measuring systems03.080.30Storitve za potrošnikeServices for consumersICS:Ta slovenski standard je istoveten z:EN 13549:2001SIST EN 13549:2002en01-januar-2002SIST EN 13549:2002SLOVENSKI
STANDARD
SIST EN 13549:2002
EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 13549May 2001ICS 03.080.30English versionCleaning services - Basic requirements and recommendationsfor quality measuring systemsServices de nettoyage - Exigences et recommandationsfondamentales pour les systèmes de mesurage de laqualitéReinigungsdienstleistungen - Grundanforderungen undEmpfehlungen für QualitätsmesssystemeThis European Standard was approved by CEN on 19 April 2001.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other language made by translationunder the responsibility of a CEN member into its own language and notified to the Management Centre has the same status as the officialversions.CEN members are the national standards bodies of Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece,Iceland, Ireland, Italy, Luxembourg, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36
B-1050 Brussels© 2001 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 13549:2001 ESIST EN 13549:2002
Page 2EN 13549:2001ContentspageForeword.3Introduction.31
Scope.42
Normative references.43
Terms and definitions.44
Requirements.64.1
Conditions.64.2
Inspection.74.2.1
Items of inspection.74.2.2
Criteria.74.2.3
Procedures for inspection.74.2.4
Moment of inspection.74.2.5
Conclusion and reporting.84.3
Sampling.84.3.1
Method of sampling.84.3.2
Sample size.84.3.3
Probability.84.4
Average outgoing quality.85
Recommendations.95.1
Quality levels.95.2
Understandability.95.3
Operating costs.95.4
Objective methods of measurement.95.5
Sample inspection.95.6
Range of application.95.7
Cleaning related services.105.8
Periodic work.105.9
Corrective actions.105.10
Examples of items.105.11
Stratification.105.12
Minimum sample size.105.13
Mode of operation.105.14
Specific circumstances of operation.10Annex A (informative) Probabilities in acceptance sampling.11Annex B (informative) Understandability.12Annex C (informative) Sample size tables and conformity index tables.14Bibliography.23SIST EN 13549:2002
Page 3EN 13549:2001ForewordThis European Standard has been prepared by Technical Committee CEN/TC 328 " Standardmeasuring system for cleaning performance", the secretariat of which is held by NEN.This European Standard shall be given the status of a national standard, either by publication of anidentical text or by endorsement, at the latest by November 2001, and conflicting national standardsshall be withdrawn at the latest by November 2001.According to the CEN/CENELEC Internal Regulations, the national standards organizations of thefollowing countries are bound to implement this European Standard: Austria, Belgium, Czech Republic,Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Luxembourg, Netherlands,Norway, Portugal, Spain, Sweden, Switzerland and the United Kingdom.The annexes A, B and C are informative.IntroductionWith the help of a good control system cleaning services can be inspected for quality. This immediatelycreates questions of what should be inspected, how inspections should be carried out, and whatmeasurement criteria should be used.There has been, until now, no comprehensive view taken of the measuring devices and systemsavailable that can be used easily in the work place for inspecting cleaning service activities andproviding an objective view of the results achieved.That is the purpose of this framework model for quality measuring systems. It provides a template ofacknowledged best practice within which locally or nationally acceptable systems can continue to beused and developed.This is the best way to proceed as the work of the Technical Committee has established the existenceof a wide range of quality control systems for cleaning with a variety of features. These have beendeveloped in response to specific needs or to fit local regulations and laws; in some cases they have along history of successful use. With the help of this standardized framework model, all systems can behelped towards greater objectivity and completeness.SIST EN 13549:2002
Page 4EN 13549:20011
ScopeThis standard provides basic requirements and recommendations for quality measurement systems forcleaning performance.2
Normative referencesThis standard incorporates by dated or undated reference, provisions from other publications. Thesenormative references are cited at the appropriate places in the text and the publications are listedhereafter. For dated references, subsequent amendments to or revisions of any of these publicationsapply to this European Standard only when incorporated in it by amendment or revision. For undatedreferences the latest edition of the publications referred to applies (including amendments).ISO 2859-1:1999Sampling procedures for inspection by attributes – Part 1: Sampling schemes indexed byacceptance quality limit (AQL) for lot-by-lot inspection.ISO 2859-2:1985Sampling procedures for inspection by attributes – Part 2: Sampling plans indexed by limiting quality(LQ) for isolated lot inspection.ISO 3534-1:1993Statistics - Vocabulary and symbols – Part 1: Probability and general statistical terms.ISO 3534-2:1993Statistics - Vocabulary and symbols – Part 2: Statistical quality control.ISO 8402:1994Quality management and quality assurance - Vocabulary3
Terms and definitionsFor the purposes of this standard, the following terms and definitions apply:3.1quality measuring systeminspection system designed to assess whether the services defined and agreed between two partiesmeet the quality level that is intended to be present according to the requirements expressed explicitlyor implicitly in that agreementNOTE
In this standard hereafter the quality measuring system is referred to as “the system”.3.2cleaning performanceresult of cleaning services and cleaning related services according to requirementsNOTE
Cleaning services are cleaning activities of a cleaning operative.3.3specificationdocument stating the requirements with which the service has to conformNOTE
The specification is the part of a contract or service level agreement, that will define theitems covered by the system (see ISO 8402:1994, 3.14).SIST EN 13549:2002
Page 5EN 13549:20013.4itementity or surface (or groups of these) subject to cleaning and cleaning related services and to beinspected. (In this standard further referred to as item.)NOTE
When referring to sampling inspections an item is called a sampling unit.3.5areagroup of items located within a spatial unit3.6qualitative criterionthe stated characteristic result of a service required according to the specification3.7quantitative scale of judgmentthe acceptance threshold for a qualitative criterion based on its degree of absence or presence3.8acceptance quality limit (AQL)when a continuous series of lots is considered, the quality level which for the purposes of samplinginspection is the “worst tolerable product quality level” (see ISO 2859-1:1999, 3.1.24)3.9average outgoing quality (AOQ)average quality of outgoing product, material or service, including all lots that have been considered(see ISO 2859-1:1999, 12.3)3.10average outgoing quality limit (AOQL)when a continuing series of lots is considered, the quality level which for the total series of lots is thelimit of a satisfactory average outgoing quality (see ISO 2859-1:1999, 12.4)3.11normal inspectionuse of a sampling plan with an acceptance criterion that has been devised to secure the producer ahigh probability of acceptance when the process average of the lot is better than the acceptance qualitylimit (ISO 2859-1:1999, 3.1.20)3.12tightened inspectionuse of a sampling plan with an increased discriminatory ability than under a corresponding plan fornormal inspection3.13reduced inspectionuse of a sampling plan with a reduced discriminatory ability than under a corresponding plan for normalinspection3.14populationtotality of items under consideration (see ISO 3534-2:1993, 1.3.1)3.15subpopulationdefined part of a population (see ISO 3534-1:1993, 2.5)SIST EN 13549:2002
Page 6EN 13549:20013.16lotdefinite quantity of some product, material or service, collected together and submitted for examination(see ISO 3534-2:1993, 1.3.5)NOTE
All areas composing all or part of one or more buildings, pieces of equipment orinstallations.3.17lot-sizenumber of items in a lot (see ISO 3534-2:1993, 1.3.6)3.18sampling inspectioninspection of selected items in the group under considerationNOTE
Sampling inspection also refers to whole-lot inspections.3.19simple random samplesample of n sampling units taken from a population in such a way that all possible combinations of nsampling units have the same probability of being taken(see ISO 3534-1:1993, 4.9)3.20cluster samplingmethod of sampling in which the population is divided into mutually exclusive and exhaustiveaggregates (or clusters) of sampling units related in a certain manner(see ISO 3534-1:1993, 4.18)NOTE
A sample of these clusters is taken at random and all sampling units which constitutethem are included in the sample.EXAMPLE
When selecting items for inspection a number of areas may be chosen. It is called clustersampling when all the items within these areas are inspected3.21stratified samplingin a population which can be divided into different mutually exclusive and exhaustive subpopulations(called strata), sampling carried out in such a way that specified proportions of the sample are drawnfrom the different strata and each stratum is sampled with at least one sampling unit (see ISO 3534-1:1993, 4.14)EXAMPLE
When for example a random sample of 20 rooms is needed in a building with ten floors, itis called stratification if the building would be divided in clearly defined parts like one stratum per floor.This would in this example lead to randomly selecting two rooms per floor.4
Requirements4.1
Conditions4.1.1
The system shall specify what limitations exist on the kind of service and locations to which it isapplicable.4.1.2
The system shall specify what it covers in the way of cleaning related services.SIST EN 13549:2002
Page 7EN 13549:20014.1.3
The system shall provide guidelines to specify one or more levels of quality.4.1.4
The system shall provide an evaluation plan for all types of inspection within the system.4.1.5
The system shall provide guidelines to specify categories of areas or items (e. g. offices andsanitary).NOTE
When referring to sample inspections these categories are called subpopulations.4.2
Inspection4.2.1
Items of inspection4.2.1.1
Items within the system shall be clearly identified and defined.4.2.1.2
The system shall give guidelines on how a list of items for inspection shall be made up.NOTE
This list itself could be all items which are covered by the specification; or it could be alist of items which are excluded by the specification.4.2.2
Criteria4.2.2.1
The system shall specify for each item what are the qualitative criteria to be employed ininspection. The system shall specify for each qualitative criterion a quantitative scale of judgment.NOTE
For visual inspection the quantitative scale of judgment may be the definition of a singlethreshold level.4.2.2.2
When the system uses the weighting of items it shall specify guidelines for the correctevaluation of the result.4.2.3
Procedures for inspection4.2.3.1
The system shall specify how each qualitative criterion shall be measured, primarily by visualinspection.4.2.3.2
If instruments are to be used, the system shall specify the type of instrument, its method of useand the requirements to ensure that its readings remain consistent.4.2.3.3
If an item is inspected partially this shall be specified within the system.4.2.4
Moment of inspection4.2.4.1
The system shall define how the accuracy of observation is to be secured through the timing ofinspections.4.2.4.2
The system shall define suitable criteria in relation to the timing of inspection (i. e. regardlessof the timing of cleaning operations, following completion of cleaning operations or taking intoconsideration possible recontamination).SIST EN 13549:2002
Page 8EN 13549:20014.2.5
Conclusion and reporting4.2.5.1
The system shall measure the conformity or nonconformity of items with specifiedrequirements.4.2.5.2
The system shall describe how the results are reported.4.2.5.3
The report shall allow identification and traceability of nonconformities.4.2.5.4
When the system is used for final inspections or acceptance inspections the system shallspecify the use of acceptance quality limits for the evaluation of the inspection.Preferred acceptance quality limits and their corresponding conditions shall be specified within thesystem.4.2.5.5
The system shall provide tables specifying acceptance and/or rejection numbers for thepreferred acceptance quality limits,
for example the tables of Annex C.4.3
Sampling4.3.1
Method of sampling4.3.1.1
Inspections in the system shall be either 100 % sample inspections or simple random sampleinspections (see 3.19).4.3.1.2
The system shall use the method of cluster sampling (see 3.20).NOTE
The use of cluster sampling does not exclude the use of simple random sampling orstratified sampling.4.3.1.3
The populations or subpopulations shall be divided into clusters using rooms/areas, where oneroom/area is one cluster of items.NOTE
Where an area is an item, the cluster comprises only one item.4.3.2
Sample size4.3.2.1
The system shall specify guidelines to the determination of the lot-size. When the lot-size isestimated, the confidence-level shall be specified. When assumptions are made these shall be statedexplicitly within the system (ISO 3534-1:1993, 2.59).4.3.2.2
One or more tables specifying the relation between lot-size and sample-size shall be part ofthe system, or the system shall make reference to the tables in the Annex C.4.3.3
ProbabilityWhen the system uses acceptance quality limits, it shall specify for sample sizes the Producer’s Risk(PR) and Consumer’s Risk (CR) involved, as well as the associated Limiting Quality (LQ). (resp.ISO 3534-2: 1993, 2.6.7; ISO 3534-2:1993, 2.6.4; ISO 3534-2:1993; 2.7.3 and ISO 2859-2:1985) (seeAnnex C).4.4
Average outgoing quality4.4.1
When the system is used for verifying the consistency of quality of the cleaning services over agiven period of time the system shall specify the minimum number of inspections for that period.SIST EN 13549:2002
Page 9EN 13549:20014.4.2
When the system is used for acceptance of the average quality of cleaning services over a givenperiod of time the system shall specify the use of average outgoing quality limits (AOQL’s) for theevaluation of that average.5
Recommendations5.1
Quality levelsTo meet different clients’ needs and agreements the system should describe some preferred levels ofquality and define them clearly and/or illustrate them with clear examples.5.2
UnderstandabilityThe system should be capable of:being clearly understood by the client and the service provider;being understood by the work teams delivering the service, as far as it affects their work;presenting its standards for work teams to check their own work.(See Annex B)5.3
Operating costsThe system should specify in a clear way the costs of operating the system, especially in respect to thefollowing aspects:training of an inspector;time needed for preparation, inspection and analysis of the results; equipment needed.5.4
Objective methods of measurementThe system should be capable of supplementing the visual inspection by described objective methodsof measurements.5.5
Sample inspectionFor economy of operation the system should give preference to sample inspection and allow forreduced sample sizes when a given number of inspections all show positive results (see ISO 2859-1:1999, 9.3).The system should provide tables not only for normal inspections, but also for tightened and reducedinspection (see for example Annex C, tables C.2, C.3 and C.4).NOTE
For an example of how switching rules may be specified, reference is made to ISO2859-1:1999, 9.3.5.6
Range of applicationThe system should be applicable to all types of service locations.SIST EN 13549:2002
Page 10EN 13549:20015.7
Cleaning related servicesThe system should be capable of taking into account cleaning related services, e. g. refill of papertowels, soap, etc.5.8
Periodic workThe system should be capable of taking into account periodic work.5.9
Corrective actionsSystems should recognize that, although only the outcome of specified services are being inspected,evaluation of nonconformities found on inspection may be needed to fulfill the requirements of ENISO 9000 and connected standards for corrective actions to be provided.5.10
Examples of itemsThe system should include one or more exemplary lists of items in an annex.5.11
StratificationThe system may specify the use of stratified sampling for specific conditions.5.12
Minimum sample sizeThe system should specify a minimum sample size. When the minimum sample size is not reachedthe system should specify the use of a 100 % inspection.5.13
Mode of operationThe system should be capable of being operated manually on paper.5.14
Specific circumstances of operationThe system should define suitable criteria for periods of specific circumstances, e. g. periods ofintroduction, periods of building and engineering works on the location.SIST EN 13549:2002
Page 11EN 13549:2001Annex A(informative)Probabilities in acceptance samplingIn the cleaning industry, as in other industries, both the supplier and the customer may use acceptanceprocedures to satisfy themselves that the delivered services are of an acceptable quality.Compared to 100 % inspection, suitable sampling methods will often be beneficial in achieving theseaims. For the greater part acceptance sampling methods will be the only practical procedure.The parties should agree on the acceptance sampling system, scheme or plan to be used. The lattershould be based on risk factors that are mutually acceptable between producer and customer.Having agreed on the acceptance sampling system, scheme or plan to be used, the supplier knows, atvarious quality levels, the probability that his supply lots will be accepted. Likewise the customerunderstands the protection that the sampling system, scheme or plan gives him to prevent acceptanceof a poor quality product.Because samples constitute only small parts of the whole of an inspection lot or consignment,sampling involves risks for both the producer and the customer. Occasionally a "good" lot may not beaccepted because the sample inspected, though randomly selected, does not reflect the true quality ofthe lot. The probability of this happening is known as the "producer’s risk" (PPRR). Conversely, but for thesame reason, a lot of unacceptable quality may pass inspection because of the limited data available inthe sample. The probability of this happening is known as "consumer’s risk" (CR). Only with close to100 % sampling it is theoretically possible to reduce the risk to 0 %.These risks cannot be eliminated completely in practice, but they can be precisely calculated andeconomically assessed. Using a sampling plan’s operating characteristic curve one can, for eachsampling plan, read off the proportion of lots that will be accepted for a given input (or process) quality,i. e. the probability of acceptance for a stated quality.The producer requires a high probability of acceptance if the quality is good while the customer wouldwant a low probability of acceptance if the quality is poor. Conventionally these probabilities have beenset at 0,95 and 0,10 (or exceptionally as high as 0,13), respectively. This means that the risk for theproducer of acceptable lots being non-accepted (PR) can be as high as 0,05 or 5%, and the risk for theconsumer of accepting lots of poor quality can be as high as 0,10 or 10%. It is becoming increasinglycommon practice to make both the PR and the CR equal to 5 %.Where the producer’s risk is related to an acceptance quality limit, the consumer’s risk relates to aLimiting Quality1. In ISO 2859-2:1985, 5.3.1 it is suggested that the limiting quality should be set at aminimum of three times the desired quality.
1 Limiting qualityWhen a lot is considered in isolation, a quality level which for the purposes of sampling inspection islimited to a low probability of acceptance.
(ISO 2859-1:1999, 3.1.28).SIST EN 13549:2002
Page 12EN 13549:2001Annex B(informative)UnderstandabilityB.1
GeneralOne of the objectives set by the Technical Committee responsible for this Standard was that systemsshould be "easy to understand". Experience from around Europe gathered during the Committee's workwas that there were features commonly used to promote clear understanding.B.2
Clear understanding by the client and the service providerB.2.1
Language of the system use plain language in a simple and direct form where technical words and phrases have to be used explain them in everyday language.
B.2.2
Mutual standards of judgment
A common complaint is for the client and the service provider not to understand the same things in thesame way within the system. This can be particularly so during the early period of adopting a system; orwhen after a period of standards being met, deterioration sets in. It is therefore very important that clientand service provider (customer and supplier) have the same comprehension of the system.
B.2.3
Reconciliation of ascertained differences in judgment
Installed systems may show a variation in nonconformance rates between the observations of oneinspector and another. When other possible causes - poorer surfaces, operative training or workperformance - have been eliminated, attention should be paid to differences in judgment. The mostcertain remedy is joint monitoring with a senior person to pick up specific points of judgment which are inerror and correct them.
B.3 Being understood by the work teams as far as it affects their work
Work teams need to understand how the judgments on their work performance are arrived at. Theniceties of statistical sampling and probabilities are not for all of us.
There will be a general understanding of:
how the system works
what are the checks and balances within it to avoid false judgments being made
what are the standards and how are they arrived at
who are the people the team will see and what authority have they
how does the system affect what the work team are required to dois the general area to be covered.SIST EN 13549:2002
Page 13EN 13549:2001B.4
Presenting its standards for work teams to check their own workB.4.1
Standards presentationStandards may be presented successfully by description, by photograph, by objective testing, or by usingfailure points.B.4.2
Adoption of system standards for checks by work teamsThe process of having people arrive at and deliver a common standard of judgment has been discussedat 2.2 and 2.3 above. For those purposes and for these simplicity and consistency of the wording ofstandards is most helpful.SIST EN 13549:2002
Page 14EN 13549:2001Annex C(informative)Sample size tables and conformity index tablesIn this informative annex, examples and descriptions are given of sample size tables and conformityindex tables. Sample size tables specify the ratio between lot size and sample size. Conformity indextables specify, for a given acceptance quality limit and sample size, the acceptance numbers (Ac)
andtheir respective probabilities of acceptance at the accepted quality (PAQ), and at the limiting quality(PLQ). As suggested in ISO 2859-2:1985, 5.3.1 the limiting quality is set in these tables at three timesthe acceptable quality.The inspection level designates the relative amount of inspection. Three inspection levels are given forgeneral use.ISO 2859-1:1999 suggests that in general, unless otherwise specified, level 2 inspection plans shall beused. Level 1 may be used when less discrimination is required or level 3 when greater discriminationis required.In principle there are two approaches to the composition of tables.One aims at small tables that will fit specific needs and uses classification. Tables of this kind will besmall tables using limited numbers of values to represent the proposed ratio.The other approach is to have the tables represent all possible values for a given range. Theadvantage to these tables is that they are of a more general nature, which gives them a broader field ofapplication. The disadvantage i
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