ANSI - American National Standards Institute
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Service with a Smile: New ISO/IEC Guide Helps Build Consumer Trust

New York, Feb 01, 2008

No matter the industry sector, quality of service is a major deciding factor for many consumers. A new guide from the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC) demonstrates how key consumer principles relate to standards development, providing benefits to standards developing organizations (SDOs) and service providers alike.

ISO/IEC Guide 76:2008, Development of service standards – Recommendations for addressing consumer issues, provides general guidance on the issues to be considered in standards for service providers. In particular, the guide explores how issues like safety, information, choice, the right to be heard, access, fairness, quality, redress, environmental issues and compliance with laws and regulations affect consumer choice.

The guide is relevant to all types of services from large and small organizations alike, whether services are rendered under a contract, for a fee, as an act of charity, or for the public good.

Guide 76 was developed by the ISO Committee on Consumer Policy (COPOLCO). Established in 1978, COPOLCO identifies standardization areas of priority interest to consumers and works to promote and coordinate consumer representation in those areas.

Members of the Consumer Interest Forum (CIF) of the American National Standards Institute (ANSI) participate in COPOLCO and contributed to the development of the document.

For more information about Guide 76, please view ISO’s press release.

 Homeland Defense and Security Standardization Collaborative