SIST EN ISO 20700:2018
(Main)Guidelines for management consultancy services (ISO 20700:2017)
Guidelines for management consultancy services (ISO 20700:2017)
This document provides guidelines for the effective delivery of management consultancy services.
NOTE Refer to Annex A for supplementary information on ISO standards.
Leitlinien für Unternehmensberatungsdienstleistungen (ISO 20700:2017)
Lignes directrices relatives aux services de conseil en management (ISO 20700:2017)
L'ISO 20700:2017 fournit des lignes directrices pour l'exécution efficace de prestations de conseil en management.
NOTE Se référer à l'Annexe A pour des informations complémentaires sur les normes ISO.
Smernice za svetovalne storitve na področju vodenja (ISO 20700:2017)
Ta dokument podaja smernice za učinkovito zagotavljanje svetovalnih storitev na področju vodenja.
OPOMBA: Za dodatne informacije o standardih ISO glej dodatek A.
General Information
Relations
Standards Content (Sample)
SLOVENSKI STANDARD
SIST EN ISO 20700:2018
01-november-2018
1DGRPHãþD
SIST EN 16114:2011
6PHUQLFH]DVYHWRYDOQHVWRULWYHQDSRGURþMXYRGHQMD ,62
Guidelines for management consultancy services (ISO 20700:2017)
Lignes directrices relatives aux services de conseil en management (ISO 20700:2017)
Ta slovenski standard je istoveten z: EN ISO 20700:2018
ICS:
03.080.20 Storitve za podjetja Services for companies
SIST EN ISO 20700:2018 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
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SIST EN ISO 20700:2018
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SIST EN ISO 20700:2018
EN ISO 20700
EUROPEAN STANDARD
NORME EUROPÉENNE
September 2018
EUROPÄISCHE NORM
ICS 03.100.01 Supersedes EN 16114:2011
English Version
Guidelines for management consultancy services (ISO
20700:2017)
Lignes directrices relatives aux services de conseil en
management (ISO 20700:2017)
This European Standard was approved by CEN on 6 May 2018.
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. Up-to-date lists and bibliographical references
concerning such national standards may be obtained on application to the CEN-CENELEC 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
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.
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. EN ISO 20700:2018 E
worldwide for CEN national Members.
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SIST EN ISO 20700:2018
EN ISO 20700:2018 (E)
Contents Page
European foreword . 3
2
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SIST EN ISO 20700:2018
EN ISO 20700:2018 (E)
European foreword
The text of ISO 20700:2017 has been prepared by Technical Committee ISO/TMBG "Technical
Management Board - groups” of the International Organization for Standardization (ISO) and has been
taken over as EN ISO 20700:2018 by Technical Committee CEN/TC 381 “Management consultancy
services” the secretariat of which is held by UNI.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by March 2019, and conflicting national standards shall
be withdrawn at the latest by March 2019.
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. CEN shall not be held responsible for identifying any or all such patent rights.
This document supersedes EN 16114:2011.
According to the CEN-CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: 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 the United Kingdom.
Endorsement notice
The text of ISO 20700:2017 has been approved by CEN as EN ISO 20700:2018 without any modification.
3
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SIST EN ISO 20700:2018
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SIST EN ISO 20700:2018
INTERNATIONAL ISO
STANDARD 20700
First edition
2017-06
Guidelines for management
consultancy services
Lignes directrices relatives aux services de conseil en management
Reference number
ISO 20700:2017(E)
©
ISO 2017
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2017, Published in Switzerland
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
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copyright@iso.org
www.iso.org
ii © ISO 2017 – All rights reserved
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Principles . 4
4.1 General . 4
4.1.1 Scope . 4
4.1.2 Typical consulting process . 4
4.1.3 Responsibilities . 5
4.2 Other standards. 5
4.3 Ongoing evaluation and improvement . 5
4.4 Policies . 6
4.4.1 Regulatory framework . 6
4.4.2 Stakeholder engagement and commitment . 6
4.4.3 Code of ethical and professional conduct . 6
4.4.4 Project governance . 7
4.4.5 Capability . 7
4.4.6 Communication . 8
4.4.7 Data protection and confidentiality . 8
4.4.8 Protection of intellectual property . 8
4.4.9 Social responsibility . 8
4.4.10 Health and safety . 8
4.4.11 Risk and quality management . 9
4.4.12 Guarantees . 9
5 Contracting . 9
5.1 General . 9
5.2 Purpose . 9
5.3 Input . 9
5.4 Outcome .10
5.5 Contents .10
5.5.1 General.10
5.5.2 Context .10
5.5.3 Services and deliverables .10
5.5.4 Approach and work plan .11
5.5.5 Roles and responsibilities .11
5.5.6 Acceptance criteria .11
5.5.7 Terms and conditions .12
6 Execution .12
6.1 General .12
6.2 Purpose .12
6.3 Input .12
6.4 Outcome .12
6.5 Contents .13
6.5.1 General.13
6.5.2 Refining the agreed work plan .13
6.5.3 Implementing the work plan .13
6.5.4 Assignment management and monitoring .13
6.5.5 Approvals and acceptance .15
7 Closure .15
7.1 General .15
7.2 Purpose .15
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
7.3 Input .15
7.4 Outcome .16
7.5 Contents .16
7.5.1 Legal and contractual matters.16
7.5.2 Final evaluation and improvement .16
7.5.3 Administrative matters .17
7.5.4 Communication .17
7.5.5 Outstanding minor issues .17
Annex A (informative) Supplementary information on ISO standards .18
Annex B (informative) Examples of typical stakeholders.19
Annex C (informative) Basic structure of consulting activities .20
Annex D (informative) Examples of guidelines for MCSPs for a code of conduct .22
Annex E (informative) Examples of guidelines to manage conflicts of interest .23
Annex F (informative) Examples of criteria to evaluate capability .25
Annex G (informative) Examples of guidelines for MCSPs for typical risk management .27
Annex H (informative) Examples of typical understanding activities “pre-assignment” .28
Bibliography .29
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO’s adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: w w w . i s o .org/ iso/ foreword .html.
This document was prepared by Project Committee ISO/PC 280, Management consultancy.
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
Introduction
Management consultants use their know-how to support clients in any sector locally, regionally and
globally to deal with important issues such as handling complexity, achieving sustainable organizational
growth, innovating, achieving change and enhancing productivity. The management consultancy
industry makes a substantial contribution to the world economy.
The aim of this document is to improve transparency and understanding between clients and
management consultancy service providers (hereinafter referred to as MCSPs), in order to achieve
better results from consultancy projects. Appropriate application of this document enables MCSPs
to provide better value for clients and reduce risk in management consultancy assignments. By
improving quality, professionalism, ethical behaviour and interoperability of management consultancy,
this document is intended to enhance the effectiveness of the management consulting industry and
accelerate the development of the profession.
This document is based on good practice from the management consultancy industry. It includes
recommendations to improve the specification, execution, acceptance of the outcome and closure of
management consultancy services, based on research and the experience of a wide range of MCSPs and
their clients.
This document takes the form of an easy-to-understand guidance document, written from the
perspective of management consultancy. It applies to all MCSPs, whatever their size or specialism,
including sole proprietors, partnerships, associations, governmental and non-governmental
organizations, internal departments of corporations, etc.
Innovation, differentiation and ethical behaviour are important parts of an MCSP’s value proposition.
This document focuses only on the deliverables and outcomes of management consulting. MCSPs are
free to use their own methods and approaches.
This document:
a) is written as guidance;
b) is applicable to all MCSPs;
c) applies to organizations, not their internal resources;
d) is based on outcomes;
e) protects innovation and differentiation;
f) emphasizes the importance of understanding clients’ needs;
g) is easy to understand.
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SIST EN ISO 20700:2018
INTERNATIONAL STANDARD ISO 20700:2017(E)
Guidelines for management consultancy services
1 Scope
This document provides guidelines for the effective delivery of management consultancy services.
NOTE Refer to Annex A for supplementary information on ISO standards.
2 Normative references
There are no normative references in this document.
3 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:
— ISO Online browsing platform: available at http:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
agreement
formal binding outcome (3.15) (preferably documented in writing) from the contracting (3.7) phase
3.2
assignment
service to be provided by the MCSP (3.12) to the client (3.4) and the recipient (3.21) as described in the
agreement (3.1)
Note 1 to entry: An assignment is typically performed as a project (3.18) by the MCSP (3.12). Other formats of
assignment could be encountered, such as the provision of ongoing support.
3.3
capability
staff, contractors, knowledge, methodology, third parties, technology and other relevant resources
(3.23) or processes (3.17)
3.4
client
organization (3.13) that agrees to the management consultancy services (3.11) supplied by the MCSP (3.12)
3.5
closure
set of activities between the MCSP (3.12), the client (3.4) and the recipient (3.21) aimed at ending the
assignment (3.2)
3.6
communication
maintenance between the MCSP (3.12) and the client (3.4) of clear and systematic flow of information
3.7
contracting
set of activities aimed at reaching an agreement (3.1) to provide MCS (3.11)
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
3.8
deliverable
tangible item produced by the MCSP (3.12) as part of an assignment (3.2)
EXAMPLE A report, a plan, a document.
Note 1 to entry: Output is considered synonymous with deliverable.
3.9
execution
performance of the management consultancy service (3.11)
3.10
intellectual property
any identifiable product of the mind attributable to any person(s) or one or more legal entities that can
be represented or communicated physically and protectable by copyright or similar laws
[SOURCE: ISO/IEC 21000-19:2010, 3.1.28]
3.11
management consultancy service
MCS
service
set of multidisciplinary activities of intellectual work, within the field of management, which aims to
create value or promote changes, by providing advice and proposing solutions, by taking into account
actions or by producing deliverables (3.8)
3.12
management consultancy service provider
MCSP
organization (3.13) that offers and delivers management consultancy services (3.11)
Note 1 to entry: An organization (3.13) acting as a broker or as an introducer (facilitator) of MCS (3.11) or
providing administrative support (e.g. invoicing, payment of salaries) to MCSPs is not considered an MCSP.
3.13
organization
person or group of people that has its own functions with responsibilities, authorities, relationships
and resources (3.23) to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,
firm, enterprise, authority, partnership, association, charity or institution or part or combination thereof,
whether incorporated or not, public or private.
[SOURCE: ISO 9000:2015, 3.2.1]
3.14
organizational governance
system by which an organization (3.13) makes and implements decisions in pursuit of its objectives
[SOURCE: ISO 26000:2010, 2.13]
3.15
outcome
impact or result of an action or process (3.17)
EXAMPLE An improvement in profitability or value.
3.16
policy
intentions and direction of an organization (3.13) as formally expressed by its top management
[SOURCE: ISO 9000:2015, 3.5.8]
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
3.17
process
set of interrelated or interacting activities that use inputs to deliver an intended result
Note 1 to entry: Whether the “intended result” of a process is called output (3.8), product, or service (3.11)
depends on the context of the reference.
Note 2 to entry: Processes in an organization (3.13) are generally planned and carried out under controlled
conditions to add value.
[SOURCE: ISO 9000:2015, 3.4.1]
3.18
project
unique process (3.17), consisting of a set of coordinated and controlled activities with start and finish
dates, undertaken to achieve an objective conforming to specific requirements (3.22), including the
constraints of time, cost and resources (3.23)
[SOURCE: ISO 9000:2015, 3.4.2]
3.19
project governance
system by which an organization (3.13) makes and implements decisions in relation to projects
3.20
project management
direction of the project (3.18) under the authority of project governance (3.19)
Note 1 to entry: Project management is the application of methods, tools, techniques and resources to the
management of a project and includes the integration of the various phases of the project life cycle. Project
management is accomplished through processes.
3.21
recipient
organization (3.13) receiving the MCS (3.11) agreed by the client (3.4)
Note 1 to entry: Often the recipient is the client.
3.22
requirement
need or expectation that is stated, generally implied or obligatory
Note 1 to entry: “Generally implied” means that it is custom or common practice for the organization (3.13), its
customers and other interested parties, that the need or expectation under consideration is implied.
[SOURCE: ISO 9000:2015, 3.6.4]
3.23
resources
assets, people, skills, information, technology (including plant and equipment), premises, supplies and
information (whether electronic or not) that an organization (3.13) has available to use, when needed,
in order to operate and meet its objectives
[SOURCE: ISO 22301:2012, 3.47]
3.24
risk
effect of uncertainty on objectives
Note 1 to entry: An effect is a deviation from the expected — positive or negative.
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SIST EN ISO 20700:2018
ISO 20700:2017(E)
Note 2 to entry: Objectives can have different aspects (such as finance, health and safety, security and
environment) and can apply at different levels (such as strategic, organization-wide, project, product, and
process).
Note 3 to entry: Risk is often characterized by reference to potential events and consequences, or a combination
of
...
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