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Volume 3, No. 3, March 2012, ISSN 2226-1095
Servicing the services sector
• TNS on quality and management
• ISO 50001 “ on fire ” a
Contents Comment
Comment Elisabeth Stampfl-Blaha, ISO Vice-President (technical management) Satisfaction guaranteed ! – A service-oriented ISO for satisfied customers ...... 1 Satisfaction guaranteed ! ISO Focus+ is published 10 times a year A service-oriented ISO for satisfied customers (single issues : July-August, World Scene November-December). It is available in English and French. International events and international standardization ...... 2
Bonus articles : www.iso.org/isofocus+ ISO Update : www.iso.org/isoupdate Guest Interview Over its long history, ISO has strived to continually improve its International Standards via the ISO system James Brooks – TNS ...... 3 products and processes in an environment that has remained any- is an important way to further customer The electronic edition (PDF file) ofISO satisfaction. When our member bodies Focus+ is accessible free of charge on the thing but constant. Meeting the needs and expectations of its custom- promote ISO standards and adopt them ISO Website www.iso.org/isofocus+ Special Report ers explains ISO’s successes over the last 65 years – a tough challenge as national standards, together with ISO’s An annual subscription to the paper edition global relevance policy, our collective Smiling with confidence – Sustaining the service sector with standards ...... 8 given customers’ constantly evolving needs. costs 38 Swiss francs. effectiveness is enhanced. Mobile commerce – Paving the way in a fast-changing world ...... 10 With the first year of the ISO Strate- We can learn from creative solutions No subject better illustrates ISO’s ability Publisher gic Plan 2011-2015 now complete, the already developed to meet customers’ to adapt with the times than the portfolio of ISO Central Secretariat Financial services messaging – Business benefits boosted by interoperability ...... 12 course has been set for progress. To build needs irrespective of institutional borders. International Standards to meet the needs (International Organization for of the services sector, the theme of this Standardization) a community of satisfied stakeholders, Clever, common and comprehensive solu- Bill shock ! Customer complaints down, satisfaction up ...... 17 issue of ISO Focus+. With the growth in 1, chemin de la Voie-Creuse ISO listens to customers, identifies their tions are needed for technical systems and this sector, emerging requirements have CH – 1211 Genève 20 Consumers speak out ! A framework for developing service standards ...... 20 needs, learns from them and acts accord- their respective business models. Switzerland ingly. My term as ISO Vice-President ISO understands key sector strategic given rise to new approaches to satisfy Tel. : +41 22 749 01 11 Servicing ICT – From information security to service management ...... 23 (technical management) for 2012-2013 issues by working with industry leaders market players and economic partners. Fax : +41 22 733 34 30 will be no exception. to develop globally relevant, market- In the last five years, ISO has created E-mail : [email protected] Top marks ! Bringing high-quality education and training to the learner ...... 27 Focus is both internal and external. driven International Standards. In 2011, some 40 new technical or project commit- tees, at least half related to services. These Welcome ! Working for tourists worldwide ...... 30 Internally, standards that are “simpler, the partnership between the automotive Manager : Roger Frost faster, better” will be developed using sector and ISO reached an important moves form part of ISO’s commitment to Editor in Chief : Elizabeth Gasiorowski-Denis three routes : the ISO Chairs’ conferences milestone with the gathering of high-level continuously improve ISO’s end product. Assistant Editor : Maria Lazarte held every three years ; a unique face-to- industry leaders for the ISO President’s We are confident that these deliverables will Communication Officer : Sandrine Tranchard Centre-fold face interaction linking an exchange of Forum – “ The future of vehicles ”. respond to current market requirements. Artwork : Xela Damond, Pierre Granier Services in everyday life ...... 24-25 views, experience and best practice by and Alexane Rosa Translation : Translation Services, the leaders of ISO committees. Secondly, the ISO Living Laboratory ISO Central Secretariat Planet ISO ISO understands key project, a software model of the end-to- sector strategic issues. News of the ISO system ...... 33 Subscription enquiries : Sonia Rosas Friot end ISO standards development process ISO Central Secretariat to identify factors key to ISO’s future Tel. : +41 22 749 03 36 success. New ideas will be tried out, Such direct encounters between the ISO Management Solutions Fax : +41 22 749 09 47 new development approaches tested and system and industry customers define com- E-mail : [email protected] ISO 50001 “ on fire ” – Energy management standard goes global ...... 34 existing paradigms challenged to achieve mon responsibilities and set up the structure our goal to be the “ the world’s leading for large standardization programmes. A © ISO, 2012. All rights reserved. provider of high quality, globally relevant commitment must be made by all parties Standards in Action International Standards ”. to adhere to decisions taken and to deal The contents of ISO Focus+ are copyrighted Taking the pulse of market research – Ipsos uses ISO standards Finally, the TMB electronic newslet- with upcoming problems in a flexible way. and may not, whether in whole or in part, ter informs the technical community of In recent years, emerging economies have to promote culture of change ...... 40 be reproduced, stored in a retrieval system or key decisions and how these affect them. increased their involvement in ISO to reflect transmitted in any form or by any means, elec- Communications will be reviewed in the their growing economic importance. We tronic, mechanical, photocopying or otherwise, coming year, so stay tuned. hope to see even more countries contributing without written permission of the Editor. 360° This drive for improvement extends to to the international standardization process. Drink up ! WHO uses ISO standards to monitor safe water ...... 44 The articles in ISO Focus+ express the views ISO’s external network and our partner- As the scope of our agenda broadens, new of the authors, and do not necessarily reflect ships with over 600 international and partners join the ISO system and the benefits the views of ISO or of any of its members. regional organizations in liaison with that ISO standards can deliver to business, New Releases our technical committees. It is critical government and society are increasingly ISSN 2226-1095 The water challenge – How ISO standards help ...... 47 to reach out to standards development recognized. Printed in Switzerland organizations outside the ISO system, be Last but not least : standards are not Going strong – ISO in figures ...... 48 they international, regional or national, developed to be left unread (in standards Elisabeth Stampfl-Blaha, ISO Vice-President Cover photo : ISO, 2012 to fora and consortia. bodies or elsewhere). The distribution of (technical management). Coming Up 49
ISO Focus+ March 2012 © ISO Focus+, www.iso.org/isofocus+ 1 a World Scene Guest Interview
was launched with the aim to increase awareness of, and knowledge about, standards and standardization. As a starting point for stimulating standardization activities in the country, Standards Malaysia organized a workshop on the develop- James Brooks ment of education about standardization for developing countries in Kuala Lumpur, in December 2011. The workshop was a collaborative platform to exchange and disseminate information. TNS The objectives were to get an update on the current state of knowl- edge ; promote the importance of education on standardization to universities and to industry ; initiate international joint research and publications in this domain ; and improve the image of standardization among all stakeholders. ames Brooks is TNS’ Workshop speakers emphasized not only the need for standardiza- J tion education, but gave practical advice on implementation, by using Global Operations Direc- modern concepts like design thinking and games. The first winners ISO to join World Economic Forum councils of the ISO Award for Higher Education in Standardization, China tor and was appointed to Jiliang University, Hangzhao, China (Prof. Song Mingshun) and the The growing awareness that ISO International Standards make Rotterdam School of Management, Erasmus University, Rotterdam, the Global Executive team practical contributions to tackling the challenges facing the interna- the Netherlands (Dr. Henk de Vries), shared their experiences. tional community has led to ISO being invited to participate in two Representatives from industry, academia and the government also in November 2009. In this of the “global agenda councils” set up by the World Economic Forum took part in the workshop, as did consumer groups and standards (WEF), at their 2012 meeting in Davos, Switzerland. bodies. A presentation was made by Dr. Che Azlan Taib, a quality role, he is responsible for Each council serves to advise the WEF and, through the forum, management teacher focusing on the ISO 9000 series of standards ensuring that TNS has the the international community. The councils unite experts in a com- at the School of Technology Management and Logistics, College of prehensive creative process to monitor and address global, regional Business, University Utara Malaysia. required operational ca- and industry challenges. For more information : ISO has been invited to participate on WEF councils concerned with : www.standardsmalaysia.gov.my/v3a/Workshop.pdf pabilities to meet TNS’ • Benchmarking progress – contributing to the debate on the Millen- nium Development Goals (MDGs) beyond 2015, by proposing a World Water Day 2012 clients’ needs. Prior to this blueprint for the next generation of MDGs • New platforms for global cooperation, problem solving and governance. Highlighting how much of the world’s freshwater supply is used to appointment, he was the produce the world’s food, the theme of UN World Water Day 2012 is ISO Secretary-General Rob Steele noted, “One of the primary focuses “Water and food security”. This year all the steps in the supply chain European Operations Direc- at this Davos meeting was global risk. The Global Risks Report 2012 will be scrutinized to determine actions to be taken to save water and was presented, highlighting areas where escalating risk in financial ensure food for all. tor for TNS’ custom busi- markets, the consequences of climate change, societal revolution, In timely fashion, ISO’s very recent brochure ISO & water addresses and the unintended consequences of technology have increased the the issue, providing a concise overview of International Standards ness. likelihood of instability. What is significant is the number of these available and how they can help. areas where ISO has, and is developing, standards and some where The new brochure underlines the benefits of ISO’s consensus-based we need to ask questions as to how we could do more – cyber-attacks approach, and outlines ISO’s water solutions for good business practice, Between 2005 and 2007, being one.” management of resources, risk assessment, metrics and infrastruc- Mr. Brooks was the Global ISO standards support the UN Millennium Goals. International ture. It looks at how ISO water standards can facilitate sustainable Standards address areas such as risk management, corporate govern- water management and increase water potential, helping alleviate Operations Director for ance, information security, road traffic safety, supply chain security, water scarcity and contributing to achieving the UN’s Millennium climate change, health and safety, consumer issues and societal Development Goals. responsibility – all pressing global issues. TNS Worldpanel where he Kids’ ISO 14000 programme was responsible for intro- Malaysia : ‘Straight A students’ To mark the 2012 Awards Ceremony ducing new data collection Malaysia sees standardization as an important instrument for both for The Kids’ ISO 14000 programme, economic and social development. An educational drive on standards which took place in Tokyo, Japan, in and delivery techniques to February, ISO Secretary-General Rob Steele sent his congratulations to the the business. participants at this event. Mr. Steele reported on the over- whelming challenges facing the planet Mr. Brooks has worked in due to the impact of global warming. the market research industry He said, “Your work to raise every- one’s attention to the importance of the The late Prof. Kawabe, for 20 years, in both com- environment makes you outstanding the founder of The Kids’ ambassadors. You can be extremely ISO 14000 programme. mercial and operational proud of yourselves for working on this very important subject.” The ISO Secretary-General also noted the inestimable loss of the roles, with past employers guiding force behind the programme : the late Prof. Takaya Kawabe who founded The Kids’ ISO 14000 programme in 2000. including Lightspeed Re- “On behalf of ISO, ” said Mr. Steele, “ I pay tribute to Prof. Kawabe for his tireless efforts to raise awareness of environmental issues and search, Information Re- Speakers from Republic of Korea, Japan, China, and the Netherlands his enthusiasm and energy that helped to make The Kids’ ISO 14000 with Malaysia’s participants. programme the success it has become. sources Inc. and Tesco.
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ISO Focus+ : What is market research and why is the service so important ? Middle East & Africa, 2% About TNS James Brooks : Market research today Latin America, 6% is a global industry providing services to TNS, part of the Kantar Insight division business, governments and citizen organiza- of WPP – one of the world’s largest tions around the world. It is a key provider advertising and marketing services of information and insight engrained in the fabric of everyday business and wider businesses is the largest survey society. business – in the world (collecting Firstly, some statistics, as befits any data by carrying out interviews with market research piece. Our global industry Asia Pacific, 16% individuals). AC Nielsen (which conducts organization, ESOMAR, estimated that in Europe, 42% The ISO Survey of Certifications), the 2010 expenditure on market research by largest survey organization with a businesses, governments and other sources market share of 16 %, conducts the was in excess of USD 30 billion. This sum excludes the value of work done within majority of its business using data businesses themselves and also work done provided by retailers or wholesalers, by government departments such as the or other third parties which present Bureau of the Census in the USA. These equally challenging issues of quality, activities have been estimated by academic but of a different nature to those of investigators to run to many billions in North America, 34% the survey process. addition. The accompanying Figures 1 and 2 show they can grow their business. These results across countries, consistent through TNS originated in the United Kingdom global regional shares and source of income cover areas such as innovation and product time, error free, on schedule, accessible in 1964 and through a combination and growth rates by region, illustrating the development, brand and communications, and good value. How does TNS ensure its of organic growth and acquisition, reach of market research both regionally stakeholder satisfaction and the measure- methodology is transparent and provides Global market research turnover: 2010 USD 31,239 million particularly from 1992, onwards grew and across businesses. ment of market sizes / shares. valid results that can be replicated using Source: ESOMAR - Global Market Research 2011 different suppliers ? to be the third largest market research ISO Focus+ : With business located in company in the world. In 2008, it James Brooks : Such an outcome can- Figure 1 : Regional revenue shares 2010. 74 countries, how important is quality to The ISO standard not be achieved unless two conditions was taken over by WPP and has been the work of TNS, in particular, and to the on market research are satisfied. Firstly, that our surveys are It is the quality with which these basic pro- in the data collection area of the business integrated with great success into the industry, in general ? has achieved recognition designed so as to provide the basis for cesses are undertaken that ISO 20252:2006, where such systems provide a means of Kantar division of WPP which manages Market, opinion and social research – identifying good performance provide self- James Brooks : We collect data in a number and credibility. achieving these outcomes. By design, we all the insight businesses within WPP. of different ways, by personal interview, mean addressing technical issues of sample Vocabulary and service requirements, respect to team members and provide an by telephone and via the Internet. Dif- design and selection, the statistical basis for addresses. It is also why we are increasingly audit trail in the event of queries or errors finding that using this ISO standard provides being identified. Such systems reduce falsi- ferent techniques are used to a greater or The information and insights that we survey sampling, questionnaire wording us and our clients with a common structure fication of interviews, improve productivity could provide a more consistent, error free, lesser extent in different countries. For produce are used to guide key business and structure, and the analysis that is then and system to meet the need, not only for and systematized the processes, thus real- timely and lower cost service. This led us example, in the USA, the vast majority of decisions in areas such as new product applied to the final result. good quality, but to be able to demonstrate izing the achievement of the consistency, to a decision, in conjunction with our par- our work is conducted over the Internet, launches, advertising campaigns and Secondly, that our surveys are processed and audit that achievement. punctuality and reliability we are seeking. ent company Kantar, to ensure a consistent whereas in Asia, face-to-face interviewing pricing. In the social / political research so as to provide the basis for achieving these strategy across Kantar companies to adopt in respondents’ homes is the most common area, our work can be used to inform outcomes. By this we mean addressing the ISO Focus+ : In a company like TNS, a global strategy for quality standards and technique. Around the world each year we policy decisions. It is therefore vital that administration of the whole survey process, whose survival depends on providing We carry out over management. carry out over 30 000 different surveys and our clients can use our data confident from the initial client enquiry through to the accurate results, how do International over 50 million interviews. in the knowledge that when results are provision of the final report and archiving 30 000 different surveys Standards allow the company to stay on ISO Focus+ : TNS introduced a Global The public face of market research in the provided, the data represents an unbiased of data. In particular, we are concerned and over 50 million top of its game ? Operations structure. Can you please media is driven by the political and opinion estimate of a reality that can be measured, with the process of : interviews. elaborate on this ? What are the benefits polling that the industry undertakes. Whilst rather than the manifestation of a series James Brooks : Local TNS companies • Drawing the sample correctly once it of using a global strategy for quality political / opinion polling may be the pub- of poorly collected, badly processed and were amongst the pioneers of formal has been designed standards ? licly recognized part of our business, our quality standards at a national level in the erroneously analysed material. • Producing the questionnaire once it With our global growth, we found largest clients are drawn from fast-moving Netherlands and the United Kingdom over Small errors in data entry or processing, has been designed local companies within TNS increas- James Brooks : As a first step, and as a consumer goods companies, automotive and or systematic errors in interviewing can lead 30 years ago. Through our use of what ingly certifying to ISO 20252. By 2008, priority, we agreed to a two-tier quality • Training interviewers on how to cor- technology business, and the public sector to large and invalid estimates. In a rapidly were initially local industry administered three years after the first publication strategy for data collection. As a first tier, we rectly conduct interviews amongst others. changing world, our clients need data faster, schemes, we came to appreciate the posi- of the standard, we had 10 companies agreed in late 2009 that we would introduce The characteristic of an ever-growing with more flexibility of delivery, that can • Validating the interviews carried out tive benefits of formal quality standards. globally certified. However, these years the data collection elements of ISO 20252 proportion of the work we do is that it be used with confidence. • Validating data entry By defining responsibilities, mapping also saw the rapid increase in demand in all of our 50 plus countries by the end is multi-country and that it is carried out • Editing of data processes and setting minimum prescriptive for multi-national research conducted in of 2012. We saw this standardization to continuously or with frequent repetition. ISO Focus+ : With the globalization of standards, we realized the benefits such a consistent and centralized fashion. This a common minimum standard as the first • Analysis of data The results of these surveys provide our the market research industry, TNS needs systems bring to everyday work at all levels put increasing pressure on us to examine step on our journey towards a global way clients with information and insight on how to ensure results that are comparable • Reporting of data. of an organization. This is particularly true the way we were working and how we of working that would support our client
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working using decentralized systems with centres of excellence deployed in local hubs with specific expertise and cost advantage. The introduction of these two tiers of implementation – sometimes in parallel and sometimes sequentially – is providing us a basis for common performance metrics and benchmarking that we anticipate will realize significant quality improvement and cost efficiencies over the next five years. They are being deployed by a team of international experts via a series of local and regional workshops with teams drawn from country management. They are being supported by a library of best practice manuals, templates, case study materials and one-on-one mentoring to trouble-shoot and iron out implementation teething problems. needs. We saw this as a first step because As a second tier to our strategy, we have This ISO standard enables our experience with quality standards is developed best practice across our data us to demonstrate our that they are a means to an end and not an collection practices. These are modelled on commitment. end in themselves. In particular, to achieve markets which already have certification to You our global objectives of consistency, reli- ISO 20252 and are used to support markets ability and replicability, we have learnt that implementing the required quality standards The second step in our global quality never know what an unhappy there are many different ways a business in data collection. These best practices strategy is to identify key markets for our can satisfy and achieve an ISO standard. contain agreed processes specified after clients that are not yet fully certified to customer is capable of. For a global business, however, it is consultation with practitioners from within ISO 20252. We have now identified a list imperative that all our businesses at national our companies around the world. They con- of further countries for full ISO 20252 cer- level work together to the same standards stitute the best state-of-the-art knowledge, tification, and programmes are now in place and detailed specifications and ways of supporting the hardware and software that in all of these, working alongside our wider working. In this respect a modern, tech- we are currently using. They draw on our data collection implementation plan. It is nologically intensive service business is experience in particular on a small number anticipated that by the end of 2012, we will no different from a manufacturer of smart of major international studies where we have in total 19 of our national businesses, phones or car engines. have pioneered new approaches to common drawn from across all five continents fully certified to ISO 20252. Again, we should reiterate that we see this as a means to an 2% end, not just an icon for display in the lobby Standards 3% 3% Manufacturing of our offices. for sustainable development 4% Media ISO Focus+ : Before we conclude this interview, are there any last thoughts you Public sector 5% wish to share with readers ? Financial services 5% James Brooks : In its short life so far, the ISO 45% Other International Standard on market research Fortunately, ISO has a system for complaints handling. has achieved recognition and credibility 5% Telecommunications amongst both major suppliers and, more Even the best organization can’t expect ISO 10001:2007, Quality management Available from ISO national member Wholesail and retail importantly, amongst our global clients. all its customers to be satisfied all the – Customer satisfaction – Guidelines institutes (listed with contact details 5% At TNS, we have always believed in the on the ISO Website at www.iso.org) Business to business time. And complaints can provide ben- for codes of conduct for organizations basic underlying skills and disciplines of and from the ISO Central Secretariat efits. Complaints can give an organi- Webstore at www.iso.org/isostore Advertising agencies our profession, and it is deeply satisfying 9% zation valuable information about how ISO 10002:2004, Quality management or e-mail to [email protected]. to find that in this ISO standard we have Research institutes support to enable us to demonstrate our its products and services are perform- – Customer satisfaction – Guidelines for 15% Utilities commitment to those values in a meaningful ing. Positive treatment of unhappy cus- complaints handling in organizations and verifiable manner. At the same time, the tomers can increase their loyalty. Three International Organization for Standardization improvements this brings us in efficiency, ISO standards offer a comprehensive ISO 10003:2007, Quality management – Global market research turnover: 2010 USD 31,239 million employee satisfaction and, not least, error framework for complaints management Customer satisfaction – Guidelines Central Secretariat Source: ESOMAR - Global Market Research 2011 1, ch. de la Voie-Creuse and cost reduction, provide tangible returns – from prevention, through handling for dispute resolution external to Case postale 56 Figure 2 : Source of business 2010. on that faith ! to dispute resolution. organizations CH-1211 Geneva 20
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Ad Lion complaints handling.indd 1 2011-03-30 12:22:12 a Special Report
by Elizabeth Gasiorowski-Denis
Ranging from IT to market research and to tourism, services are the largest and most dynamic component of both developed and develop- ing country economies, according to the World Trade Organization. Smiling with Important in their own right, they also serve as crucial inputs into the production of most goods. Not only do services represent the fast- est growing sector of the global economy, but they also are by far the confidence largest component of GDP.
Now “service” is an extremely broad as regards the technical equipment needed concept ; it can refer to your relationship with to deliver the service or the recommended your bank, your dentist, your psychologist, qualifications of the staff performing it. your travel agent, your advertising agency, Service standards can help businesses and your telephone company, as well as gain essential competitive advantages, by anyone in the retail or hospitality business. creating transparency and enabling potential The list can go on and on. Services are often customers wishing to use the services to tightly interrelated with and built on goods carry out effective comparisons before mak- and technical infrastructures constituting ing their choice. Other benefits include an a complex system of interaction between improved quality of service across national people, machines and other devices. borders, lowered costs and more time saved. Sustaining the service sector Reflecting this tendency, standardiza- Standardization of services will have a tion is now, and has been for some years, lasting influence on the market as a whole, extending beyond the traditional, technical because it will encourage competition, with standards fields to include the services sector. protect consumer interests, aid economic A growing demand for standards to growth and establish the conditions required support quality, communication and good for free and fair trade. practices is needed to sustain the service The March 2012 issue of ISO Focus+ sector. looks at the current developments in the How do standards help ? First, and fore- international standardization of services most, standards can help bring order and and highlights the positive impact they will consumer reassurance, providing confidence have, not only for specific services, but for and impartiality. Consumers everywhere the global market as a whole. would benefit greatly from more efficient Articles cover a range of services for which services, whereas providers would enjoy International Standards are being developed, better market access around the world. such as the universal financial industry mes- At present, there are several specifically sage scheme, mobile person-to-business service-related standards in selected areas, payments, tourism and related services and such as rating services and network services network services billing. An article on ISO/IEC billing. Others are still under development, Guide 76:2008 for the development of service e.g., human resources. standards is also included. These standards provide either a descrip- You will find all these and more in this tion of the service as such, e.g. by setting exciting issue of ISO Focus+. out typical parameters and definitions of procedures, or specify the requirements to be Elizabeth Gasiorowski-Denis met by the company offering the service, e.g. is Editor in Chief, ISO Focus+.
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“ Mobile ” has revolutionized the way we do things. This remarkable technology has taken the reality of accelerated information flow – and placed it into the palm of our hands. Few places remain out of reach and out of touch with smartphones and other Experts welcome ever more capable devices. Each day, clever people find new and interesting ways to use Established in 2009 within ISO/TC 68, our connected world. Financial services, subcommittee, SC 7, Core banking, ISO working group WG Portable banks 10, Mobile banking / payments, has met twice – in Boston, WA, USA, and in Mobile technology offers an opportunity Amsterdam, The Netherlands. In addition, to extend traditional banking by introducing a new way of accessing retail payments, as the group also regularly uses ISO’s Web well as retail and wholesale banking services. and teleconferencing facilities to actively Today’s mobile devices enable users to carry out standardization work. perform banking functions such as : Additional face-to-face sessions are • Paying bills planned. In March 2012, the Society • Opening accounts, accessing account for Worldwide Interbank Financial balance information and reviewing Telecommunication will be our host in transaction history La Hulpe, Belgium and at the ISO/TC 68 • Transferring funds between accounts plenary in Chicago, IL, USA in May. or to a third party Additional national experts are welcome • Locating cash machines and/or bank to participate. Their names should branches for face-to-face banking Making it happen be submitted to the ISO/TC 68/SC 7 • Paying at the point of purchase, either secretariat. by some prepayment method, by direct Working hard to make this happen is ISO • Financial application management funds transfer or by using third-party working group WG 10, Mobile banking / • Mobile person-to-person payments payment methods controlled by the payments, in technical committee ISO/TC 68, • Mobile person-to-business payments standardization because for a payment individual user. Financial services, subcommittee SC 7, Core system to gain traction, it needs to be • General requirements for mobile bank- And this is just a partial list of function- banking. Since late 2009, the working group broadly adopted, and it needs to allow Mobile ing applications. ality. For example, “loyalty programme has set out to define the core procedures for open commerce. The models that win services” are certain to grow in the mobile needed when accessing users’ deposit and will support all the necessary – and only payments/banking arena. credit accounts, focusing on transfers of Critical for the success the necessary – parties to the transaction ; commerce value and leveraging and extending exist- and winning models must also respect, but of retail payments “ Mobile ” has ing ISO standards for payment capabilities. cannot be limited by, national borders. We are also committed to not reinventing is the need for Paving the way in a revolutionized the way the wheel by using existing work from the a standardized we do things. European Payments Commission. fast-changing world interface. About the author But the group faces a major challenge. To better capture the breadth of these “ What is mobile ” is an ever-changing ques- Mark SB Tiggas functions, as well as other functions or tion. When the need for a working group Our goal is to learn from the past and is Senior Vice- variations that may emerge, it might be was first discussed, smartphones were rare build for the future. The most successful President of Wells by Mark SB Tiggas more accurate to use the term “ mobile and limited principally to business users. payment systems, the debit and credit card, Fargo Bank, N.A., commerce ”. So, whether one speaks of Before the group was formally announced, are almost ubiquitous and can be initiated based in the USA. mobile payments or mobile banking, or the iPhone was introduced and the age of almost everywhere on the globe. The work- He heads the enter- Fifteen years ago, the latest mobile phones allowed us to make calls even mobile marketing (including loyalty the smartphone was upon us. Soon after ing group hopes to emulate and expand on prise payments on the move, play simple games and text-message our friends. Today, solutions), a common thread is the need came the iPad and tablet computing. this success. architecture team, we can use them to access the Internet, make video calls, take photos, for standardization of the data elements With all of these form factors in mind, as But we will also look at successful which has an in- well as continuing dialogue around devices find our location on a map, buy transport tickets and even for banking, and message structures for achieving such models in nations where bank accounts, depth knowledge of industry trends and functionality. that do not use a mobile telephone carrier and therefore debit and credit cards, are payment technologies. The team guides among many other applications. Mobile technology and mobile bank- Critical to the success of retail payments, but look and feel like these mobile devices, rare – such as M-PESA in Kenya, a mobile and coordinates payments technology-re- ing are innovating and evolving at a dizzying pace. However, for all the in particular, is the need for a standardized the working group set out to decide the phone-based money transfer service that lated enterprise investment decisions that market’s dynamism, and individual players’ clamouring for proprietary interface between devices and various indi- scope of our endeavours. allows branchless banking – to see if they maintain or enhance Wells Fargo’s posi- As a result, the future standard ISO 12812 advantage, there is a need and place for standards. ISO is busy learning vidual payment systems. Without ubiquity can be incorporated into the standard. tion. Mark has been an active member of and transparency for users of the different will address : The market is dynamic and many play- the national and International Standards from the past and building for the future, determined to develop a suc- systems, it is difficult to see how a truly • Security and data protection for mobile ers want to gain proprietary advantage. development community. He is Convenor cessful standard for mobile financial services, ISO 12812. mobile payments environment can emerge. financial services But, importantly, there is still room for of ISO/TC 68/SC 7/WG 10.
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by Peter Potgieser in the three-way match of purchase order, messages exchanged between the organi- shipping receipt and invoice ; and create a zations to support these business pro- 1 more tightly integrated supply chain. cesses ” are developed by standardization In simple terms, “ trade ” is the Buyer Supplier However, if there would be a mismatch organizations. exchange of goods and services in information flows, resulting in, for exam- Seen as a central prerequisite to estab- from a supplier to a buyer. The ple, delays in processing and reconciling lishing e-business, interoperability enables information to be presented in a consistent resulting debt of the buyer is 3 4 invoices, then the “ day’s sales outstanding ” for accounts receivable will be higher than manner between business systems, regardless assumed to be compensated necessary, implying that working capital of technology, application or platform. It using a payment, taken care of Buyer’s Supplier’s management needs to be able to deal with thus provides organizations with the abil- by one (or more) bank(s). This Bank 2 Bank uncertainties. ity to transfer and use information across multiple technologies and systems by creat- scenario is depicted in Figure 1 Matching information flows in the supply chain – effective management of informa- ing commonality in the way that business (page 13). Figure 1 : The relevant actors in a trade tion flows – benefits all parties. systems share information and processes transaction, and information flows. across organizational boundaries. Trade begins with a buyer’s need and Interoperability Figure 2 introduces (bottom to top) the ends with the fulfillment of that need. It Using automated and electronic systems, basic layers of interoperability : comprises many activities, including enquiry, information can be processed faster and more This requirement for “ effective manage- Technical interoperability, which goods or services delivery and payment. accurately, cutting lead times. Similarly, if ment of information flows ” boils down to comprises the common methods and shared Transactions take place within a pre- purchase orders are managed electronically, “ interoperability ”. This is defined as “ the services for the communication, storage, established system, on the basis of a procurement is quicker. capability to run business processes seam- processing and presentation of data. This functioning legal framework and techni- Furthermore, if a company can accurately lessly across organizational boundaries ”. includes the technical foundations for a cal infrastructure. Key steps include the forecast purchases and sales, it will gain Interoperability is achieved : by under- secure environment, compatible technical supplier finding a buyer, the signing of a a competitive advantage by successfully standing how the business processes of standards and a common framework. sales contract (electronic or otherwise), managing its supply chain. different organizations can interconnect ; Semantic or business interoperability, goods shipment and payment within the Improvements in financial flows in sup- by developing standards to support these which includes discovery and collaboration business processes efficiently ; and by contractual deadline. ply chains should match improvements to aspects such as workflow and decision- specifying the semantics of messages While all these activities together are supply chain management. Having both making transactions. This can require the financial and trade process information exchanged between organizations to alignment of business processes as well as called the supply chain, a closer look shows available electronically can : minimize support these business processes in a operational synchronization of collabora- there are three parallel flows : human errors ; reduce reconciliation time scalable way. Standards for “ (electronic) tion data. • The physical supply chain – goods or services flowing between supplier and buyer Cooperating partners having compatible visions and focusing on the same things. Political context • The financial supply chain – financial transactions such as payments and The appropriate synchronization of the legislation in the cooperating MS so that Legal invoice financing, implied by the move electronic data originating in any given MS is accorded to proper legal weight of goods or services interoperability and recognition wherever it needs to be used in other MS. • Underlying information flows support- ing the financial and physical supply Legislative alignment chains and including, for example, purchase orders, confirmations and The processes by which different organizations such as different public Organizational Financial invoices. administrations collaborate to achieve their mutually beneficial, mutually agreed interoperability eGovernment service-related goals. Each of the flows in Figure 1 has one or more supporting information flows : the Organization and process alignment services physical supply chain is supported by the information flow [1], the financial supply Ensuring that the precise meaning of exchanged information (concept, organization, Semantic chain by the information flow [2], and services, etc.) is preserved and well-understood. messaging underlying information flows may take interoperability place in [1] to [4]. Semantic alignment Improved efficiency The technical issues involved in linking computer systems and services (open Technical Over the past few decades much effort interfaces, interconnection services, data integration, middleware, data presentation interoperability has been put into improving efficiency in and exchange, accessibility and security services...). Business benefits boosted the physical supply chain. This has led, for example, to reduced lead times, lower Syntax, interaction & transport by interoperability inventories, increased responsiveness and improved customer service. Figure 2 : The five layers of interoperability.
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developed in this way is indicated by [2] What is XML ? in Figure 1. This covers trade-supporting What is UN/EDIFACT functions such as payments. Using matching interactions via [3] and XML stands for ‘eXtensible Markup Language’. It has been designed to structure, store [4] in Figure 1, and assuming sufficient The United Nations/Electronic Data and transport information (from sender to receiver), and not to display data. The aim of detailed information present for automated Interchange For Administration, XML is to be self-descriptive. systems to fulfill their roles, financial inflows Commerce and Transport is the The following example is a note stored as XML : and outflows can be managed better. This helps, for example, by reducing days’ sales € international standard developed
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ISO 20022 has been designed to allow for the adoption of innovative technolo- gies, payment solutions and supply chain support functions that enable larger, faster and more cost-efficient supply chains. Recent implementations, particularly in automated payment solutions, have dem- onstrated major improvements in supply chain performance. Better financial flow management in turn influences product supply chain performance. It can directly affect, for example, product availability on the shelf, on-time delivery, inventory value and the cash-to-cash cycle. The adoption of ISO 20022 by stand- ards developers can be measured by the increasing number of “ business justifica- tions ”. These ask for the development of a certain (set of) message(s) where it can be observed that – within the cooperation agreements with other standardization Nations rules for electronic data interchange the information exchanges) between buyer organizations – the scope for application for administration, commerce and transport) and supplier. In real trade these interactions is absorbing functions from [3] and [4] as messages are used in [1] Figure 1 too. occur at various moments in the business seen in Figure 1, providing ever increasing The Box on page 15 shows an example process, and are intermingled with interac- business process support. of a UN/EDIFACT message ; the difference tions with parties from other clusters. with an XML message is obvious. However, these different interactions may Resources : Although the physical supply chain is use the same information from the business represented by merely a single arrow as seen processes. This shows that the development ISO 20022 : www.iso20022.org in [1] of Figure 1, it must be repeated that of electronic messages to facilitate interac- Bill shock ! there are usually many interactions (in fact tions within a cluster should preferably be SEPA : www.europeanpaymentscouncil.eu/index.cfm harmonized with (certain aspects of) the European Commission : Customer complaints down, satisfaction up development of electronic messages within ec.europa.eu About ISO 20022 other clusters. This interoperability avoids the otherwise resulting need for informa- ISO 20022 is the International Standard tion translation. that defines the ISO platform for the About the author by Bill Dee, Danny Ilan and Neil Avery ISO 14452 aims to provide a market based, market sensitive way of dealing with development of financial electronic Better financial customer concerns about billing. message standards. Its business modeling Peter Potgieser flow management is Senior Consul- ow many times have you found your bills confusing, overloaded approach allows users and developers to H tant Industry or simply inaccurate ? Have you ever had problems paying, or been The problem represent financial business processes in turn influences Standards, GTS product supply chain unclear about how to switch suppliers ? Billing problems are a major Customers often experience problems and underlying transactions in a formal Market Infrastruc- cause of complaints made to utilities and utility industry ombuds- such as : notation. performance. tures, at The Royal men. While the market has never fully addressed this failure itself, a • Bill shock These business transaction models Bank of Scotland are the “ real ” business standards. Electronic messages supporting the NV. Mr. Potgie- new International Standard currently in development – ISO 14452, • Bills that are complicated, overloaded interaction, as indicated by [2] in Figure 1, ser is Chairman The information exchange required Network services billing – promises to make billing clearer, more cus- with information and confusing facilitate the products and services that are of NeBES, the Netherlands Board on between subsequent steps in the business tomer friendly and better all round. • Unclear pricing being made available by banks and financial E-Business Standardisation. Among his • Inaccurate bills processes can be converted into electronic service providers. They are developed using other responsibilities he represents the messages. At the time ISO 20022 was the ISO 20022 method. In Europe, a specific Netherlands in ISO technical commit- • Difficulties with payment methods developed, XML was already the preferred use for the messages developed is SEPA. tees ISO/TC 68, Financial services, and Against a background of market failure The recommendation met wide agreement, • Unclear information on offers and how format to be used for e-communication. As indicated by the interactions in ISO/TC 154, Processes, data elements to resolve ongoing billing issues, and fol- and ISO took on the task. to switch suppliers. lowing related surveys, the ISO Commit- The new International Standard on net- ISO 20022 is not the only method for Figure 1, given the different standards and documents in commerce, industry facilitating [1] and [2] respectively, it will and administration. Mr. Potgieser is also tee on consumer policy (ISO/COPOLCO) work billing, ISO 14452, is expected to Billing problems occur for many reasons. generation of (XML-based) electronic be clear that [3] and [4] imply interaction Vice-Convenor of the ISO 20022 trade stepped in. be published in the first quarter of 2012. These include : messages from business process models. between clusters. They determine how standards evaluation group and mem- ISO/COPOLCO’s working group on It covers the following utility network • Poor pre-billing processes, for exam- Other examples are GS1, UBL, UN/CEFACT financial and trade process information is ber of the ICC Commission on Digital consumer protection in the global market- services : electricity supply ; gas supply ; ple in customer service, tariff and and ISO 15000. made available electronically, where and Economy and the European Commission place highlighted a need for an International water ; sanitation ; district heating ; and data management, meter reading and at what moment. e-Invoice Multistakeholder Forum. Standard on this critical consumer matter. communications. informing customers about billing
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• Creates and sustains a fairer, longer- the customer to reconcile the amount paid term supplier-customer relationship in advance with the cost of consumption ; or • Provides benchmarks for customer where the customer expects to receive a bill expectations based on point of sale or other advertising (for example, mobile telephony and energy • Allows for the implementation of metering) in which codes, keys, electronic smart metering technology and the dongles or electronic cards are used to load provision of improved customer and reload the service and to indicate what information was purchased. • Facilitates innovation in billing, The standard does not cover unbilled enabling suppliers to differentiate their services (mobile telephony paid for by pre- services. purchased SIM cards that are unmetered, for example) and unbilled services funded The solution directly by the taxpayer. ISO 14452 is aimed at utility bills which include an element of metered or measured Full coverage : consumption. However, many of its key pre- to post-billing principles apply to all forms of billing and ISO 14452 sets out specific requirements the standard states that suppliers should for pre-billing processes ; the production of adopt its requirements even if usage is not the billing document ; and for ensuring that metered or otherwise measured. issues arising after the bill has been sent Regional or national factors may require are resolved to the customer’s satisfaction. the standard to be adapted to meet prevail- Pre-billing issues covered include : ing cultural, social, economic, regulatory • Data standards and even climatic conditions. ISO 14452’s scope specifies minimum • Meter readings and other data used to payment and tariff ; other charges ; and specialist support is provided when a cus- billing requirements for all consumption- calculate charges general messages. tomer cannot understand advice given or based utility network services to domestic • Definitions of products/services In addition to specifying requirements take the necessary action. customers. This includes the processes • Provision of additional information for the format and delivery of bills, the Processes exist to ensure that custom- required to produce the bill and address required by customers standard includes recommendations for ers can contact their supplier easily, make any issues after it has been sent out. It also • Changes of a significant nature. annual statements. complaints and obtain appropriate redress provides guidelines for the content of the Billing principles covered include timeli- Among the post-billing processes covered where necessary. billing document or statement. ness ; accuracy and reconciliation ; and the are billing disputes and enquiries, payment In competitive utility markets it is also The standard applies to services which are bill validation process. methods and processing, debt collection important that customers can easily end unmetered, metered at the point of delivery, The bill is the prime means for the sup- and helping customers who are struggling the contract and/or switch suppliers. The or metered remotely (for example at the plier to receive payment and may also be to pay their bills. standard ensures there are no unnecessary supplier’s own premises). It covers any • Unsatisfactory billing procedures and Utilities benefit from ISO 14452 too the main way for customers to view their barriers to switching and that transfers are unmetered or unmeasured charges appearing practices, leading to delayed or inac- – for a start, they should receive fewer consumption and price paid. While the completed within agreed timescales. on the same bill as metered or measured Putting customers first curate bills complaints. This will reduce their operating standard acknowledges that bill design and Finally, ISO 14452 also stipulates that charges, as well as flat-rate charges. • Poorly presented, unclear bills and costs, improve debt recovery, and increase layout is a matter for each supplier, it sets The standard recognizes that effective compliance and continual improvement The standard does not cover pricing, statements customer satisfaction and loyalty. out a list of general principles to ensure policies and procedures are needed to systems need to be developed and imple- In addition, by using a common Inter- except as a requirement to provide informa- • Ineffective post-billing processes to that all bills are clear and understandable. identify and then manage the needs of mented. This is to ensure that billing pro- national Standard and billing practices, tion to customers. It applies only to billing deal with disputes and enquiries, pay- On the first page, fundamental information vulnerable customers. Procedures include cedures are regularly reviewed and updated multinational utility companies can reduce for consumption-based utility network ment and debt collection, vulnerable should appear prominently and include detailed guidance to help staff to identify to reflect customer feedback and external their costs. services, and to all bills or statements for consumers and final bills for customers details of the supplier and customer, usage, vulnerable customers and ensure that best practice. ISO 14452 helps utilities ensure that such services in which there is an ongoing changing supplier they provide their customers with clearly supplier-customer account relationship, • Inappropriate customer expectations, regardless of the payment method used. comprehensible, accurate, timely and com- About the authors based on confusing advertising or plete bills, giving them enough information The scope of the standard includes : bills promotional materials, and on compli- to verify their charges. In this respect the for metered consumption ; bills where a cated tariffs. standard : formula is used to estimate consumption Bill Dee is Danny Ilan is Se- Neil Avery is a Convenor of the cretary of ISO/TC consumer and • Defines the minimum requirements for (for example, water bills based on the ISO/COPOLCO 239, Network ser- public interest Restoring confidence billing and payment collection number of persons per household or the size of the house) ; and flat fees charged Working group vices billing, and representative with Clearer bills help customers verify the • Prevents or reduces complaints by regardless of consumption (for example, on consumer Information Center the British Standards accuracy of charges and make them more tackling key issues telephony or internet bills where the tariff protection Manager with the Institution, and confident about their bills and their supplier’s • Ensures that suppliers assist cus- allows unlimited usage). in the global Standards Insti- is Editor of performance. In competitive markets, this tomers by billing appropriately and It also applies to pre-payment customers marketplace. tution of Israel. ISO 14452. also helps customers to choose the best and consistently where a supplier bill or account is needed for Contact : Contact : Contact : most suitable supplier. [email protected] [email protected] [email protected].
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necessarily ensure high-quality service or supplant national legislation) • Facilitate comparisons between ser- vices in different countries (but not to determine a uniform level of service) • Improve attitudes to all consumers, including those disadvantaged through age, disability or poverty.
Other ISO/COPOLCO plans to improve Consumers customer satisfaction have led to the devel- opment of the ISO suite of complaints man- agement standards (ISO 10001, ISO 10002 and ISO 10003). speak out ! Following the distribution of a ques- tionnaire on service needs and the guide framework to ISO/COPOLCO members, A framework for developing responses were received from around the world. Views were reflected in a draft docu- service standards ment discussed and refined at subsequent meetings.
Enter ISO/IEC Guide 76 informa- or post- tion, choice, engagement. The development of ISO/IEC Guide 76 the right to be heard, It then identifies the was not progressing as quickly as hoped, access, fairness, quality, service elements, such due inevitably to the difficulty of grasping redress, environmental issues and as communication, personnel, a new and, for some, demanding concept compliance with laws and regulations. billing or safeguards, to which the and the limited frequency of working group The guide facilitates a strategic approach questions relate. Within each service ele- meetings, held at most twice a year. During to improving services in the public or private ment, there are related topic areas. For this time BSI led the project, which also sector. It can be applied whether or not a example, the service element “ contract ” had strong input from around the world and formal contract is entered into, whether the includes the linked topics of “ clarity and particularly from Europe, Japan and North services are delivered in person or online, transparency ”, “ objectivity and fairness ” America. In January 2006, an issue of the and whether they are provided by large or and “ format ”. A full description is given then ISO Focus was devoted to services small organizations. for each topic area. standardization, proclaiming on the cover, “ Service sectors turn to standards ”. For ease of use, checklists are then In the same year, a draft Guide 76 enquiry Consumer questions provided for all topic areas within ser- by Anne Ferguson vice elements. These are a quick way for when ISO’s Committee on consumer matters was issued and the draft document tested Whether a consumer is buying insurance service standard developers to establish (ISO/COPOLCO), considered the value of at a training session on the theme “ Policy or finding a new hairdresser, several ques- whether their work covers all relevant standards in a workshop called “ Services, a makers, consumers and standards bodies : tions may come to mind. These include : Good customer service matters to consumers in the vast services topics. They also benefit organizations challenge for international standardization ”. working together to improve consumer “ Do I trust the service provider ? ”, “ Have I sector, which dominates the global economy. Standardization is at developing a new service or reviewing In 2001, another ISO/COPOLCO work- services ”, which took place alongside the got enough information to choose between an existing one. last increasing its activity in this key area and can gain from using shop considered “ Improved services – ISO/COPOLCO events in Malaysia. the services on offer ? ”, “ Do I understand ISO/IEC Guide 76:2008, Development of service standards – Recom- how can standards help ? ”. It resolved to In this session, standards-writers and the contract (particularly if there isn’t one Three examples of applying the guide mendations for addressing consumer issues, which helps by address- establish a working group of members, led consumer representatives attempted to written down) ? ” and “ What can I do if I are given in an annex : a hotel, hairdresser by the British Standards Institution (BSI), and insurance provider. The examples ing the consumer issues faced during service standards development. use the guide to begin drafting sections don’t get the service I expect ? ”. to identify basic principles for consumer of possible service standards on topics as were chosen to represent various kinds protection when developing service stand- diverse as tattoo parlours and the provi- of organizations and show how different According to the World Trade Organiza- for example, almost 70 % of GDP comes ards. This led to the aim of developing a sion of water. A number of experts made The guide facilitates a service elements can assume greater or tion, services are the fastest growing part from the services sector. Of course within guide that could provide a checklist lead- valuable contributions. Comments from strategic approach to lesser significance in different service ing to better standards. This would meet these “ user tests ” were incorporated in sectors. of the global economy and account for these totals, Internet-based e-services are improving services in the two-thirds of world output, a third of world increasingly important. market needs and society’s expectations, the final version. Following translation, employment and nearly 20 % of world trade. therefore increasing consumer confidence. ISO/IEC Guide 76:2008, Development of public or private sector. European guide The European Commission (EC) states Creating a new guide If appropriately used, it was felt that the service standards – Recommendations for that services account for some three- guide could help to : addressing consumer issues, was published Parallel to work on an international level, quarters of gross domestic product (GDP) Despite the significant and still-growing • Ensure a consistent approach between in 2008. The guide provides questions related to all there has also been increased regional activ- in the European Union, and 50 % of GDP importance of services, there have been a standards in different service areas, Guide 76 provides an introduction to how stages of service delivery, from first thinking ity in relation to service standardization. in developing countries. Similarly, high few false dawns in international service incorporating best practice (while key consumer principles relate to standards about the service, through engagement or In Europe, two mandates from the EC and figures apply around the world : in Japan, standardization. One was back in 1995, recognizing that this would not development. These principles are safety, purchase and service delivery, to after-sales European Free Trade Area (EFTA) (M/340
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Special Report and M/371) to the European standards bodies final report was the production of a guidance is business-to-consumer (B2C) service CEN (European Committee for Standardi- document for the development of service delivery with the main aim being to set out zation), CENELEC (European Committee standards prepared by CEN BT/163 and the consumer issues for consideration, the for Electrotechnical Standardization) and led by AENOR (Asociación Española de CEN Guide 15 recognizes the burgeoning ETSI (European Telecommunications Normalización y Certificación). Recognizing array of business-to-business standards Standards Institute) requested the delivery the existence and value of ISO/IEC Guide and the broader needs of all stakeholders. of standardization work to support the EU’s 76, CEN Guide 15, Guidance document Principal additional areas of the CEN internal market for services. for the development of service standards, Guide 15 are : guidance on considerations published in February 2012, will comple- before developing a new service standard ment the ISO/IEC guide. (pre-normative phase) which can be used Everyone thinking about The new CEN Guide 15 has been wel- to help identify whether there is a need for developing service comed by ANEC, the European voice of standardization ; and the relationship with standards should consumers in standardization, and a liaison other standards, with an explanation of the organization to ISO/COPOLCO. Written for difference between management system start by consulting standards developers and covering all kinds standards and service standards, and how ISO/IEC Guide 76. of service, it acknowledges the many relevant to avoid duplication. ISO guides, particularly ISO/IEC Guide 76, Also, while assessment of services and standards, and the ISO concept database. the relationship with legal requirements The second mandate led to CHESSS, It also mentions the necessity to take into are addressed only briefly in ISO/IEC Servicing ICT CEN’s horizontal European service stand- account consumer needs. Guide 76, CEN Guide 15 covers these in ardization strategy, an 18-month EC and Both the ISO/IEC and CEN guides pro- more detail. From information security to service management EFTA funded project to determine the vide service delivery diagrams and outline feasibility of generic service standardization the areas which a standard should cover. Next steps in Europe. One recommendation from this However, whereas the focus of Guide 76 To ensure high quality, customer- by Edward Humphreys To achieve these benefits, information focused service standards, I recommend security plays a key role in ensuring effec- that everyone thinking about developing tive service delivery. service standards should start by consulting A broad range of ISO/IEC (International Electrotechnical Commis- In the case of critical national infra- ISO/IEC Guide 76. sion) standards are addressing key issues faced by the world’s fast- structure, service provision needs to be Ideally, a future revision of ISO/IEC growing information and communications technology (ICT) indus- carefully considered. Appropriate solu- Guide 76 will incorporate the additional tions and controls are necessary for ICT elements provided by CEN, but without los- try. These include preventing cyber attacks, ensuring information service management, ICT readiness and ing the emphasis on consumer needs when security and maintaining business continuity. preparedness for dealing with disasters delivering B2C services. As another goal, and continuity issues, incident handling it would be good to see this harmonized and information security. guide adopted across Europe. A common business tool in most organiza- cloud service provider is in one country and To guarantee delivery, critical infrastruc- tions, ICT serves many business purposes the provider of personal data is in another, ture requires many services to be able to and is used in a wide range of business how does the cloud provider protect its work together. Examples include medical, applications and processes. Their use customers ? In addition, how does the cloud food, energy, utility and emergency services. requires associated services provided within provider conform to national laws when its Most of these rely on ICT-based systems an organization, for example through an clients are geographically dispersed around About the author to keep services up and running. internal ICT services department, or through the world ? In cyber attacks or other disasters, it is a third party. ICT services management also has a key essential to be able to recover ICT systems to Anne Ferguson role in the delivery of ICT services. If these restore services quickly. Before an incident manages the Up and running are implemented properly it can increase Consumer & efficiency and cost-effectiveness, increase Public Interest Over recent years, cloud computing has flexibility in the use of ICT resources and (CPI) unit at BSI. become a fashionable term for the delivery applications, reduce response times and This supports the of services such as applications as a service, improve quality of service. BSI CPI network software as a service and infrastructure as of volunteers and service. consumer organiza- An example is data storage in a third- tions which participate in standardization. party cloud server. This can reduce an She was convenor of the ISO/COPOLCO organization’s costs as it does not need to working group which developed ISO/IEC manage and maintain its own server. There Guide 76 in its latter stages. At that time, is a possible downside too : can the cloud she was also a consumer representative in provider manage the ICT and data storage the BSI Network, involved in developing service efficiently, securely and effectively ? customer satisfaction standards, while This raises issues of how to provide working as a freelance consultant in effective ICT service management and consumer affairs. information security. For example, if the
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Market, opinion and social research Services ISO 20252 Network service billing in everyday life ISO 14452
Trade in services is at present the fastest- growing area of international commerce, creating new jobs and extending activities in areas running from the IT sector to tourist areas, each with its gamut of “ sub-services ” such as car hire and hotels, camping and accounting, among many others.
Service activities related to drinking Learning services water supply ISO 29990 ISO 24512 series IT service management ISO/IEC 20000
Tourism services ISO 18513 Financial services ISO 20022 series
Personal financial planning ISO 22222 Customer satisfaction Codes of conduct ISO 10001 Rating services Dispute resolution ISO 10002 ISO/TS 10674 Complaints handling ISO 10003
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Special Report occurs, it is also necessary to have effective early warning, detection and monitoring systems in place.
Best practice guidelines The delivery of effective ICT service management is being addressed by the ISO/IEC 20000 (Information technology – Service management) family of standards ; and information security issues are being addressed by the ISO/IEC 27000 (Infor- mation technology – Security techniques) family of standards. There are also sector and application specific information security standards such as ISO/IEC 27011 for telecom ser- vices ; ISO/IEC 27017 and ISO/IEC 27018 for cloud computing ; and a standard for integrating information security with ICT service management, ISO/IEC 27013. One area covered by ISO/IEC 20000 is service availability and continuity manage- Top marks ! ment. This addresses key questions such as : security management system standard ISO/IEC 24762 gives guidelines on the ISO/IEC 27001, which provides a full range provision of ICT disaster recovery (ICT • What level of customer service does of solutions to assist service providers with DR) services as part of business continuity Bringing high-quality education the service level agreement guarantee ? protecting their systems. management. This applies to both in-house • What does the service provider need to One of the important aspects of system and outsourced ICT DR service providers and training to the learner do to deliver this level of service ? protection is to understand the risks the of physical facilities and services. • What does the service provider need service provider faces. A risk-based pro- In cloud computing, ISO/IEC JTC 1/SC to do to withstand an online denial-of- cess, ISO/IEC 27001 requires the service 27, IT Security techniques, is developing service attack ? provider to undertake a risk assessment to two new standards : ISO/IEC 27017 covers by Thomas Rau • What if the service provider experi- help it decide what information security cloud-specific information security controls ; ences a malware attack on its systems ? controls should be implemented to ensure and ISO/IEC 27018 considers controls for service availability and continuity. personal data. Both of these standards are or the more than one million learning service providers (LSP) ISO/TC 232 is focused on the following • Does the service provider have the F ISO/IEC 27005 provides guidance on being designed and developed to work worldwide, ensuring consistently high quality will remain an issue. main objectives and priorities : information security controls in place risk management for service providers that alongside ISO/IEC 27001. • Enhancing service quality in the field to deal with these cyber attacks and A year ago, ISO technical committee ISO/TC 232, Learning services implement ISO/IEC 27001. As the proceeding paragraphs suggest, of learning maintain its services ? for non-formal education and training, started to address this with the Given the importance of information various standards have been developed, or • Enhancing the comparability and security to the provision of ICT services, are being developed, to cover the require- publication of ISO 29990, an International Standard that is gaining transparency of learning services This portfolio ISO/IEC 27013 is being developed to ments of information security and ICT much awareness and interest, particularly among LSPs. • Optimizing LSPs’ business processes consider the integrated implementation of service management. This portfolio of • Maximizing LSPs’ organizational of standards gives ISO/IEC 27001 and ISO/IEC 20000. standards gives individuals, governments effectiveness individuals, governments and businesses the security and peace of and businesses The “ other ” business options mind they need. ISO/TC 232 is intended to create a suit- The core elements are : ensuring the • Protecting learners’ rights able framework for preparing standards in quality and effectiveness of the educa- the security and peace • Reducing the possibility of discrimi- Additional standards in the ISO/IEC education and training. The term “ learning tion or training ; improving knowledge nation and technical trade barriers in of mind they need. 27000 series provide guidance and service About the author services ” is used instead of “ educational transfer ; and increasing the transparency transnational learning services caused and application specific controls to support services ” to encourage a focus on the and comparability of the range of learning by using national standards. service providers. For example, ISO/IEC Prof. Edward learner and the results of the process, and services provided. ISO/IEC 20000 features several pro- 27031 applies to any organization develop- Humphreys to emphasize the full range of options Standards are designed to help LSPs Introducing ISO 29990 cesses to maintain service availability ing its ICT readiness to deal with incidents is Chair of the available for delivering learning services. improve their ability to consistently while tackling problems such as cyber or threats, therefore ensuring business working group This includes the learning service provider provide quality services, improve organi- ISO/TC 232’s main achievement is attacks and system failures. These pro- continuity. responsible for the (LSP) enabling and facilitating learning zational effectiveness and reduce costs. ISO 29990:2010, Learning services for cesses include service continuity and ISO/IEC 27035 provides organizations development and beyond teaching. For stakeholders, the benefits are world- non-formal education and training – Basic availability monitoring and testing, inci- with guidance on information security inci- maintenance of the ISO/TC 232 is open to standards propos- wide comparability, enhanced transpar- requirements for service providers, published dent handling and problem management, dent management. This standard describes ISO/IEC 27000 als from other areas of learning that share ency of learning services offered and in September 2010. ISO 29990 specifies capacity management and information a basic set of documents, processes and family of standards. the concern of encouraging cooperation in higher quality. The standards will help basic requirements for education and train- security management. routines. It also gives guidance to external Involved in information security for 37 quality assurance. Here, there is emphasis to overcome the huge variety of national ing, including learning, learning results and In the case of information security, organizations supplying information security years, he has many achievements and on exchanging models and methods and service and management standards in improvement, the learning service and the ISO/IEC 20000 is linked with the information incident management services. awards to his name. establishing common criteria and principles. learning services. competence of the LSP.
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Special Report
This International Standard aims to cre- EAQUALS has developed a unique ate a general quality model for learning international system for quality assurance. services. It also acts as a common reference Design of This is used to accredit language course for LSPs and their customers for planning, the learning providers that meet the organization’s developing and implementing education services standards in audits. These audits take place and further education, as well as promoting every four years. development. Monitoring the Since the establishment of ISO/TC 232, The standard follows a linear structure to Determining Provision of delivery of the EAQUALS has enjoyed category A liaison ensure its implementation leads to continual learning needs learning services learning services status. Its members took a lively interest in improvement. the development of ISO 29990 and supported The standard’s ultimate aim is assuring Evaluation the Chinese proposal to create a standard the implementation of high-quality tutorial carried out for language LSPs, ISO 29991‑1. programmes and processes. The starting by Learning It is expected that, when it is published,
point for the development of educational Needs of interested parties learner, some EAQUALS members will opt for cer-
corporations, other sponsors and society corporations, Service other sponsors and society corporations, offers is determining individual and Satisfaction of interested parties learner, the work of QALLL (Quality Assurance in of the Japanese certification scheme for Providers tification against ISO 29991-1, in addition company-specific learning needs. to accreditation by EAQUALS. Lifelong Learning – www.qalll.eu). This ISO 29990 with the collaboration of learn- When designing learning services, suit- Figure 1 : Process-oriented cycle of learning services in accordance with ISO 29990. From the start, EADL (European Asso- aims to highlight good practice in quality ing service provider associations, relevant able methods and instruments have to be ciation of Distance Learning – www.eadl. assurance in vocational education and government ministries, and business groups found and the specific responsibilities of org), with members from over 20 European training and adult education, and to take in Japan. The scheme has already been used the learner and teacher must be defined. It CNIS, the China National Institute of ISO 29990 provides a good foundation countries, and the German FDL (Forum forward recommendations in support of for ISO 29990 certification in Japan, and is also important to identify instruments for Standardization, proposed this standard. Its for language specification. Developing DistancE-Learning – www.forum-distance- Europe-wide cooperation. it has been affecting relevant government the support and supervision of the learning objective is to specify in each paragraph of and implementing such a language-related learning.de), with 77 members, have been The EU-funded multilingual Web-based ministries’ measures and policies in the transfer. The curriculum must take into ISO 29990 the particular requirements for standard will help to improve the quality involved in the committee’s work. To support service supporting tool PROMIS will provide field of education and training. account modern learning ideas, methods providers of language learning services. of language training, promote the rapid, the implementation of ISO 29990, EADL an application to support the implementation In India, NABET (National Accreditation for the promotion of individual learning healthy and orderly development of the has developed a conversion and application and administration of ISO 29990. This will Board for Education and Training), a board processes and flexible learning forms. international language training industry, manual for its members. be carried out in cooperation with DIN (Ger- of the Quality Council of India, accredits ISO 29990 characteristics and protect learners’ interests. In Germany five large FDL members and man institute for standardization) publishing auditors in conformity assessment, quality providers of distance learning were among house Beuth and RKW, the German centre schools governance, vocational training and for productivity and innovation. skills certification. ISO 29990’s core processes are oriented The users the first ISO 29990-certified enterprises. The standard’s ultimate Between 15 and 20 intend to follow in 2012. Beuth has already published a DIN com- NABET has aligned its accreditation towards learning services. ISO 29990 is useful for instructors, aim is assuring the IFCES (International Forum for the ment with guidelines for the implementa- mechanism to cover ISO/IEC 17024 and learners and other customers as well as implementation of The standard considers the quality of Certification of Educational Services – tion of ISO 29990. It has also organized ISO 29990. NABET Chairman Vijay other parties interested in successful learn- the services that are provided by the www.ifces.org) is an international alliance a DIN-Academy conference with RKW. K. Thadani has said : “ We believe in high-quality tutorial ing results. LSP by focusing on the inter-dependent of associations and other entities involved Participants from eight countries exchanged leveraging these existing internationally programmes and Organizations and individuals will be their experiences applying ISO 29990 in accepted standards and customizing them processes of recognizing, understanding, in quality assurance, research and profes- supported in choosing a suitable LSP which processes. sional development in education and train- the year since its publication. for our local needs, versus re-inventing the leading and steering, and contributes to meets needs and expectations in developing ing. It was founded by nine organizations In Germany, the federal governments of wheel.” (Quality India, a QCI Publication, LSP effectiveness in achieving goals. competences and abilities. of different kinds in Asia, Europe and the Berlin and Brandenburg have supported Newsline Publications Pvt Ltd, New Delhi, The standard has many different users. ISO/TC 232’s work from the start. This has Vol V numbers 3 and 4, August-September When rendering learning services, the Participation is an essential, integrating Americas, which all participated actively Among ISO 29990-certified LSPs so far are : been done on a national and international 2011, p17). inclusion of learners, their information component. It applies firstly to staff in the work of ISO/TC 232. level with the funding of several projects, and orientation is important for learning and associates, as well as to other LSP • Providers of further education, includ- IFCES plans to develop the expertise and organization of conferences and provision success. Learning resources and the learn- personnel. It includes active participation ing those of chambers of trade tools to support high-quality advisory and of advice. ing environment must be adequate to meet by learners and other interested parties. • A vocational education and training audit services for LSPs seeking certification The inQuaVET (International Quality learning objectives. provider against education-related standards such About the author Monitoring is extended with evaluations in Vocational Education and Training) Monitoring is used to compare clearly • In-house training departments as ISO 29990. project is supported by the Berlin senate defined success factors, learning results of the learning, learning services and Dr. Thomas Rau • A distance learning provider and the Ministry of Labour, Social Affairs, and the feedback of the learner and other LSP competencies (through the use of Substantial support is Chair of ISO/TC • A self-employed trainer and Women and Family of Brandenburg. The interested parties. It is the basis for the feedback mechanisms). 232, Learning ser- consultants objective is to assist LSPs with ISO 29990 evaluation and improvement of the learn- A number of national and international vices for non-for- The transmission, retention, development implementation through consultancy, train- ing service. • Management and health academies governmental institutions and organizations mal education and and evaluation of staff and associates’ ing and developing suitable instruments to • Universities of applied science. provide significant support. training, and DIN competencies, as well as other LSP apply this standard. Language learning The European Union supports task force educa- personnel competencies, are a central Among the first users are organizations ISO/TC 232’s work and the application of In Japan, JAMOTE (Japan Association for tional services. He ISO/TC 232 has started to develop a requirement. and their members which took actively part its results in a couple of projects. Within the Management of Training and Education), is project manager series of standards with special requirements in the development of ISO 29990. Lifelong Learning Programme, the Trans- an association of learning service provid- in the German network of RKW Centres The standard offers sufficient flexibility related to ISO 29990. The first standard in EAQUALS (Evaluation and Accredita- national quality project and QuaG – Quality ers/associations, manages the ISO/TC 232 for Productivity and Innovation. Dr. Rau for adjustments based on the LSP’s this series will be ISO 29991-1, Language tion of Quality in Language Services – see guidelines were funded for participating Japanese mirror committee, and it has been has worked as a consultant and trainer for learning services for non-formal education concrete needs and additional quality www.eaquals.org) is an international entities from nine European countries actively involved in the development and many years. He holds a diploma in poli- and training – Specific requirements for measures or benchmarks. association of more than 130 providers of (www.adam-europe.eu). Through these pro- promotion of ISO 29990. One example of tical science and a PhD in international service providers. language learning services in 26 countries. jects, ISO/TC 232 experiences complement JAMOTE’s activities is the development economic relations.
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Special Report
• Help developing countries to promote themselves ISO/TC 228 in figures Welcome ! • Transfer knowledge and best practice • Improve customer satisfaction, attract Established in 2005, ISO/TC 228, Working for tourists worldwide and reassure tourists. Tourism and related services, was mandated to standardize terminology All these factors together contribute to a general and common benefit, the stimulation and specifications of services offered of the global tourism market. by tourism service providers, including related activities, touristic destinations Weathering the storm and the requirements of facilities and equipment used by them, so as to However, the road to progress is often (though there have been specific proposals, provide tourism buyers, providers and bumpy, and the tourism industry presents they have finally been withdrawn). consumers with criteria for making some very unique challenges. Often a highly However, one standard is being developed developed industry in many countries, for Environmentally friendly accommoda- informed decisions. Here are some with no history of formal international tion establishments. For the very particular figures : standardization, there are understandable possibility to develop an international • six international meetings with concerns (i.e. standards could restrict and accommodation classification system, there participants from more than 20 control business interests in an unaccep- has so far been unanimous agreement not countries, in each. table manner). to enter into the subject. Throughout its existence, misgivings have • 10 working groups. been expressed regarding the ISO/TC 228 ISO/TC 228 aims to • 54 participant members. scope in certain topics – the most important increase consumer concerns relate to accommodation, catering, • 16 observer members. travel agents and tour operators. Although confidence in the tourism • 19 organizations in liaison. the committee’s scope does not exclude the market. development of standards in those fields • 11 International Standards published. by Elena Ordozgoiti and important support can be found from Some argue that cultural and geographical • 19 active projects. some world regions, there is also enough differences are intrinsic to tourism products 2011 saw a growth of tourist arrivals by over 4 % according to • Assisting consumers to select the best opposition from others as to consider it not and activities and hence desirable, since the UN World Tourism Organization (UNWTO) – an impressive product for their needs regardless of appropriate to tackle the subject at this time tourist expectations will vary according to the destination and type of activity. These figure given the global economic recession, major political changes in the type of destination diverse characteristics serve to make the destination and the experiences unique • Supporting and stimulating tourism the Middle East and North Africa as well as natural disasters includ- and attractive. activity, while never restricting or con- ing the tsunami in Japan. The sector is directly responsible for 5 % of Others, however, are of the opinion that straining the existing tourism market. the world’s GDP, 6 % of total exports, and employs one out of every international standardization responds to 12 people in developing and developed countries alike. International the needs of trade, promotion, marketing, World of benefits communication, consumer protection, arrivals are on track to reach the one billion mark milestone in 2012, hygiene, accessibility, including design for The publication of International Stand- all, transparency, management and technical an encouraging development at a time of economic challenges when ards and other ISO deliverables on tourism specifications and all the related terminology. job creation is urgently needed. International Standards can boost services : confidence in the industry, to further stimulate growth. As part of ISO’s consensus-based stand- • Foster transparency in the exchange of ards development process, ISO/TC 228 tourism products and services has acknowledged all concerns, and only Transparency, quality and promotion ISO/TC 228 works to develop Inter- • Increase consumer confidence in the develops those standards that meet market of tourist activities were the goals behind national Standards that truly respond to tourism market requirements and tourism customer needs. the creation of ISO technical committee market needs, are practical, target-oriented Organizations in liaison, in turn, are well and feasible. Its documents do not impose • Promote fair competition ISO/TC 228, Tourism and related ser- placed to provide technical advice based unnecessary demands on the tourism industry • Facilitate environmental protection vices. The committee has published, and on years of experience and a thorough and always respect its diversity. It aims to is working on developing, standards in through environmentally friendly tour- knowledge of their respective industries. firmly support tourism, and not compromise areas like scuba diving and snorkelling ism products and services The aim is to align the ISO work pro- legitimate or appropriate activity by : (training, service providers, excursions), • Support ethical tourism gramme with expressed business envi- • Being a tool for the tourism industry terminology for hotels and other types of • Support “ tourism for all ” ronment needs and trends and to allow tourist accommodation, health tourism, to better commercialize its products, ISO/TC 228 to prioritize among different • Improve personal and property tourist information and reception services, services and offers projects, to identify the benefits expected security beaches, natural protected areas, adventure • Assisting the management of the tour- from the availability of International Stand- tourism, yacht harbours and industrial tour- ism industry regardless of the status of • Adapt to innovations ards, and to ensure adequate resources for ism, among others. the enterprise • Open new markets projects throughout their development.
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Special Report Planet ISO
entitled, Europe, the world’s No 1 tourist Happy birthday, JTC 1 ! Mastering project management destination, a new political framework for Meeting today’s industry needs Just in time to celebrate JTC Progress on the development of ISO 21500, Guidance on project tourism in Europe, promoted the creation 1’s 25th anniversary, a new ISO management, took a giant leap forward at a recently concluded meet- by Eduardo Moreno of a European common brand. brochure focuses on The force ing in Paris, France. As with any international committee process, the final outcome is a melding of different concepts and perspectives, and Tourism is undergoing a transformation process that is significantly affecting the industry’s multiplier for ICT innovation. It concentrates on the work the journey was as important as the initial destination. ISO 21500 is traditional business model. ISO standards strive developed by the joint techni- expected to be published late 2012. to be market oriented cal committee of ISO and IEC Publishing ISO 21500 is only the start of a process to develop a For instance, while two-thirds of tourism’s economic activity was highly concentrated (International Electrotechnical family of portfolio, programme and project management standards. A on a few issuing countries and destinations, a growing geographical spread of supply and respond to common Commission), ISO/IEC JTC 1, new ISO technical committee ISO/TC 258, Project, programme and and demand are turning it into a more global activity. interests. Information technology. portfolio management, has been established with a mission to create Information and commu- a useful and functional set of integrated standards to help improve The force multiplier for ICT innovation nication technologies (ICT) project management worldwide. This development will be lengthy and In addition, communication technologies are making tourism much more transparent ISO/IEC joint technical committee 1 – JTC 1 ISO Central Secretariat IEC Central Office 1, ch. de la Voie-Creuse 3, rue de Varembé Information technology standards Case postale 56 P.O. Box 131 pervade all sectors of economic will seek to meet the needs of organizations of all sizes. It stated the goal to : DevelopCH -1211 Genèvea 20 EuroCH - 1211 Geneva- 20 for clients. Rather than relying on intermediaries, consumers can directly access offers, Switzerland Switzerland Tel. +41 22 749 01 11 Tel. +41 22 919 02 11 activity and the daily lives To start moving forward on the right track, work has already started Fax +41 22 733 34 30 Fax +41 22 919 03 00 pean ‘Qualité Tourisme’ brand,E-mail [email protected] E-mail [email protected] ISBN 978-92-67-10558-1 and hire and build a package tailored to his/her individual needs, reducing the role of Web www.iso.org Web www.iec.ch © ISO – December 2011/500 of most people worldwide within ISO/TC 258 to develop consensus on the overall framework existing national experience,to increase third parties. (business, industry, home, that defines project, programme and portfolio management. Because consumer security and confidence in tour- administration, education, of the wide diversity of approaches, consensus is needed at both the The force multiplier for ICT innovation_brochure JTC1.indd Spread 1 of 12 - Pages(24, 1) 2012-01-12 15:30:25 The emergence of low cost airlines together with their marketing of destinations have ism products and reward rigorous efforts charity, etc.). They are key components of economic growth, offering conceptual level – what the ideas actually are – then at the semantic contributed to making tourism both popular and affordable. by tourism professionals whose aim is the significant employment. level, what do the words describing the ideas precisely mean ? quality of tourism services for customer The force multiplier for ICT innovation explains how ICT standards Within the boundaries created by this emerging framework, the As a result, consumer behaviour is increasingly based on impulse rather than advanced satisfaction.” developed by ISO/IEC JTC 1 are absolutely essential to the interop- defining architecture will need to be developed and agreed, includ- erability of different component parts and products from different ing understanding how the different components interact and support planning. manufacturers. Individuals, businesses and governments can all benefit each other. Moving forward from ICT International Standards. Today, the growing multiplicity of services and companies targeting consumers directly The brochure covers five examples of the newest innovative and from all over the world, highlights the need for incorporating standardized assurance It will take time, effort and cooperation interoperable ICT solutions under the responsibility of ISO/IEC JTC 1 mechanisms, identification of terms and content of an offer to build consumer confidence to promote the international element to an that are offering huge benefits to ICT companies and customers alike : industry that aims, by its very nature, to sell and help them make informed decisions. • Smart cards its “ difference ”. However, as discussed • Bar codes and RFID If ISO, with its prestige and recognition as the world’s largest developer of International above, the intention is not to destroy this • Information security Standards, develops standards to provide transparency and assurance to the tourism otherness, but to enhance it by facilitating • Biometrics the cultural exchanges that tourism is all market, the development of the industry and its global growth would only benefit. • Cloud computing. about. International Standards might actu- It describes new developments and the future direction of the joint That is why ISO technical committee ISO/TC 228, Tourism and related services, was ally incite tourists to consider new, exciting technical committee’s work and also addresses JTC 1’s work on issues of accessibility. established in 2005. But that is just the beginning, the real challenge lies ahead. To and unfamiliar destinations they hesitate to go to today, by making processes simpler, develop International Standards that truly make a difference, the committee must easier and more enjoyable. Not just sitting pretty encourage active participation from industry, consumers, agents and experts, ensure Although still steering away from the The latest devel- that its standards meet market trends, and foresee future social needs. four “ sensitive ” areas mentioned above, opments on stand- Noisy seas ards were discussed the programme of ISO/TC 228 is rich and With the aim of quantifying noise in the world’s oceans and other Our challenge is not quantitative, since the number of existing initiatives is broad, but at the 11th plenary growing, and it is expected to improve qual- waterways, and establishing appropriate standards for the generation, rather qualitative. In other words, develop sound standards that include input from a meeting of the ity, transparency and safety in the market transmission, and reception of underwater sound, ISO has formed a technical commit- reasonable balance of the different stakeholders while, especially, providing for innovative new subcommittee, SC 3, within ISO/TC 43, Acoustics, devoted to for customers. tee ISO/TC 217, underwater acoustics. responses to upcoming needs. Cosmetics, and its A combination of factors contribute to making the seas noisy places : working groups for commercial ships, cruise ships, military ships and submarines, air Ultimately, the committee must nurture a collective interest that creates a favourable developing stand- guns used for oceanographic research and minerals exploration, water environment conducive to the development of tourism. After all, this is an activity that ards in the field. sports, active sonar, acoustic communications, offshore alternative Progress was promotes the redistribution of income and moves societies closer. energy sources, and marine construction projects, along with natural made on different Participants at the ISO/TC 217 plenary in Auckland, New Zealand. and biological sources. items such as micro- Eduardo Moreno is Chair of ISO/TC 228, Tourism and related services. Governments, industry, environmental organizations as well as biological limits for cosmetics, analytical methods, sun protection test concerned scientists and engineers are struggling to understand the About the author methods and the Guidelines on technical definitions and criteria for impacts that this noise may have on marine ecology, marine animals, shared standards for companies offering the natural and organic cosmetic ingredients and products. The case for standards oceanographic research, underwater biological and anthropogenic The meeting was hosted by SNZ Standards New Zealand, ISO same products. These have been shown, Elena Ordozgoiti , acoustic communications, and underwater surveillance of major member for New Zealand, and CTFA, the New Zealand Cosmetic, ISO standards strive to be market oriented nevertheless, to promote competition by is Head of the waterways and ports for protection from potentially catastrophic Toiletry, Perfumery Association and took place in November 2011 and respond to common interests. They helping establishments differentiate them- Services Unit natural and/or terrorist events. These efforts have revealed that there in Auckland, New Zealand. will only progress if balanced and strong is a need to standardize the methods of measurement and assessment selves by providing the best attention and of AENOR, the Some 70 participants from key organizations in the field of cosmet- of underwater sound generated by various sources, as well as its support from stakeholders is present. Their experiences to clients. Spanish national ics attended the meetings. propagation and reception by transducers and biological organisms. implementation should enhance rather than Europe is no stranger. The 2010 Com- standards and cer- Establishment of liaisons with other organizations and ISO technical SC 3’s scope will focus on methods of measurement and assessment blur individual business identity, innovation committees was also discussed during the meeting. munication from the Commission to the tification body. She of the generation, propagation and reception of underwater sound and ISIRI, the ISO member for the Islamic Republic of Iran, holds and local taste. European Parliament, the Council, the is also Secretary its reflection and scattering from the seabed, sea surface and biological the secretariat, which currently has 36 participants and 22 observer There are already cases of existing busi- European Economic and Social Com- of ISO/TC 228, organisms, and will include all aspects of the effects of underwater member countries. ness models in the tourism market involving mittee and the Committee of the Regions Tourism and related services. sound on the underwater environment, humans and aquatic life.
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Management Solutions Management Solutions
first company in the food and drinks sector Latest ISO 50001 adopters to achieve ISO 50001 certification. The accomplishment forms part of the US parent company’s plans to make the Wakefield Within the German Federal Environment plant one of the most efficient in the world. Agency, Reinhard Peglau,compiles Since 2007, Coca-Cola has invested statistics of global ISO 50001 GBP 51 million in improving its operations certifications. The report dated 31 at Wakefield, which produces 6 000 cans of January 2012 indicates that about 100 soft drinks every minute. The plant has cut organizations in 26 countries had already water consumption by 10 % and energy use achieved external certification by the end by 16.5 %, and has implemented ISO 50001 in its bid to further Coca-Cola’s ambition Coca-Cola’s ISO 50001 certified facility in of January 2012 including : Wakefield, England, Europe’s largest drinks • Automobili Lamborghini, Italy to become a low-carbon business. manufacturing plant. • Bouygues Telecom, France ISO 50001 “ on fire ” • China Steel Corporation, Taiwan • Delhi International Airport, India Energy management standard goes global • Equinix Data Centre, Holland • Hong Kong Science and Technology Parks Corporation • Hyundai Motors, Korea • Italcementi Group, Bulgaria • Lindt & Sprüngli, Germany • Northern Rail, UK • Pfizer, Ireland • Pilkington Floatglas AB, Sweden Since publication of ISO 50001 last year, implementation and cer- ISO 50001:2011, Energy management • Repsol Refinery, Spain tification to ISO’s new energy management standard is gaining pace systems – Requirements with guidance for • Tokyo Energy Service, Japan use, is a new voluntary International Stand- around the world. Statistics to the end of January 2012 (compiled by • Utico Middle East, UAE ard that establishes a framework for large • WEG Equipamentos Elétricos, Brazil Reinhard Peglau, Senior Scientific Officer on Environmental Manage- and small industrial plants and commercial, • Yokohama Tire Manufacturing, Thailand. ment at the German Federal Environment Agency), indicated that institutional and government facilities to about 100 organizations in 26 countries had already achieved certi- improve the way they manage energy. fication, and are reaping the benefits in increased energy efficiency, Improved energy performance can pro- (left to right) Mark White, Utilities and Facilities Manager ; Lee Baker, Bottle Blowing vide rapid benefits for an organization by Manager ; Nikki Anson, Management Systems Coordinator and Angus Kippen, Environment Manager with the ISO 50001 energy management certificate presented to Coca-Cola Enterprises. reduced costs and improved energy performance. maximizing the use of its energy resources and energy-related assets, thus reducing ISO Focus+ asked Ian Johnson, Opera- you are implementing to meet ISO 50001 both energy cost and consumption. tions Director at Coca-Cola Enterprises, requirements ? But is ISO 50001 really living up to the to comment : bold claims made for it ? ISO Focus+ decided Ian Johnson : We currently have several energy initiatives in place, including LED to find out by asking four early ISO 50001 ISO Focus+ : What difference do you lighting, bottle blowing oven optimization, adopters to report on the measurable expect ISO 50001 implementation and and air recovery from our compressed air effects of ISO 50001 implementation. The certification to make to Coca-Cola ? organizations were selected from four very systems. The standard focuses on energy different sectors – a drinks manufacturer, Ian Johnson : Coca-Cola Enterprises is consumption, but we use the same approach a shipping line, a hotel, and a university proud to be the first company in the global for our water consumption. Various initia- campus – to ascertain if all were achieving food and beverage industry to be officially tives have helped to cut energy consumption energy saving benefits (see also, “Early recognized for its energy management at the site. These include : ISO 50001 adopters report major gains practices, and believes the certification will • Introducing natural light to our lines through energy management standard”, help us drive forward with new efficiencies where possible and cut our carbon footprint and costs even ISO Focus+, October 2011). • Filling cans and bottles at more ambi- further. We now have a structured approach ent temperatures to cut energy used by to identify opportunities to improve, and Coca-Cola Enterprises – chillers United Kingdom then a formal management review to fol- low through on actions and record success. • Installing a real time monitoring sys- Coca-Cola Enterprises Ltd. of Wake- tem to measure how much energy and water is being used, where, when and field, England, Europe’s largest drinks Ian Johnson, Operations Director at ISO Focus+ : Can you outline some of the Coca-Cola produces 6 000 cans of soft drinks every minute at its Wakefield plant. manufacturing plant, is thought to be the Coca-Cola Enterprises. energy saving measures and initiatives under what circumstances.
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Management Solutions
ISO Focus+ : Can you already comment last six years to measure, trend and reduce Heritance Ahungalla Hotel – on the benefits of implementation ? fuel consumption on board our whole Sri Lanka fleet of technically managed vessels. The Ian Johnson : The benefits we have seen so ability to apply and successfully pass the The Heritance Ahungalla, described as far are around the focus it brings to energy ISO 50001 certification audit allows us to Sri Lanka’s leading five-star resort, recently saving in the business, and the systematic demonstrate that we have sound practices became the first hotel in the country to approach that must be followed. This helps and procedures to allow optimization of achieve ISO 50001 certification. The deci- us to achieve continual improvement of energy supply for the fleet. sion to implement the energy management energy performance, including energy standard was taken by owner Aitken Spence efficiency, energy use and consumption. ISO Focus+ : Can you outline some of the Hotel Management as a tool to reduce In addition, there is a financial benefit for energy saving measures and initiatives energy consumption, particularly in view the business given the current high prices you are implementing to meet ISO 50001 of ever-increasing costs and energy supply of energy. requirements ? limitations in Sri Lanka. By implementing ISO 50001, the hotel Philip Fullerton : Initially we focused on is now able to effectively manage energy A financial benefit for energy management processes on board the consumption without compromising guest the business. vessels to achieve a baseline for achieving comfort, and expects to meet current and optimal performance prior to investing in future energy efficiency targets required technical enhancements. The priority was by green house gas emissions reduction Going for ISO 50001 certification provides to develop a fleet-wide energy manage- a point of focus and galvanizes the people legislation. Made in Wakefield and proud of it : Cola- ment reporting tool so we could achieve ISO Focus+ asked Refhan Razeen, Gen- involved to identify and deliver significant Cola employees feature in the company’s a consistent level of accurate reporting. eral Manager of the Heritance Ahungalla, (left to right) Malin Hapugoda, Managing Director and Susith Jayawickreme, Deputy improvements. advertising campaign. We believe that if you cannot measure to comment : Managing Director of Aitken Spence Hotel Management, watch Dr. Sri Lal de Silva, Chairman fuel consumption you cannot manage it. of Quality International Certification Services (QICS), light the traditional Sri Lankan oil lamp Establishing the baseline was the backbone to signify the opening of the ISO 50001 certification award ceremony. of the project to show how far away from ISO Focus+ : What difference do you the optimum we were operating. expect ISO 50001 implementation and energy-consuming machines and Northern Marine Management – United Kingdom/USA Raising awareness among the ship’s certification to make to the hotel ? equipment Reducing energy officers is the most important controllable Refhan Razeen : We expect to reduce • Reducing cold room opening hours consumption by 8 %. In late 2011, Northern Marine Man- factor. If voyage management is not executed energy consumption by 8 % per occupied • Operating laundry machines only agement Ltd (UK) and Northern Marine properly then the additional bunker con- room compared to last year’s consumption. when fully loaded Management LLC (USA) (NMM), part sumption is significant. Commercial and • Operating kitchen pastry-mixer of the Stena Sphere Group, reportedly environmental impacts are huge. We had ISO Focus+ : Can you outline some of the machines at off-peak hours only became the first shipping company in the an objective to reduce fuel consumption by energy saving measures and initiatives world to achieve ISO 50001 certification. 5 % and this was achieved over a two-year you are implementing to meet ISO 50001 • Implementing proper preventive main- The organization manages 57 vessels, period. Since the objective was met we requirements ? tenance schedules for all equipment including the Stena tanker and gas car- have continued to refine the savings, and • Cleaning chiller condensers rier fleet, and vessels for other blue-chip with ISO 50001 a more structured approach Refhan Razeen : We have a central air periodically conditioning system divided into five hotel ship owners. can be taken. • Cleaning machine filters regularly. ISO Focus+ asked Philip Fullerton, sections A to E. During low occupancy, rooms are allocated in such a way that air NMM’s Technical Director, to comment. ISO Focus+ : Can you already comment ISO Focus+ : Can you already comment conditioning can be switched off section on the benefits of implementation ? on the benefits of implementation ? ISO Focus+ : What difference do you by section. For example, if there are only Philip Fullerton : The main benefit is expect ISO 50001 implementation and 59 rooms in occupancy at a given time, the Refhan Razeen : By setting a target to external verification of progress on the certification to make to NMM ? front desk will make sure that those rooms reduce the energy bill by 8 %, the bottom steps we have taken to manage the energy are allocated to section A. Since the four line expenses will be reduced too. During Philip Fullerton : ISO 50001 certification consumption on the managed fleet. This other sections are not used, significant November 2011 we achieved a consider- is a way point in assessing all the processes also benefits us by refining our structured energy can be saved by the hotel for each able reduction in the energy bill. Reduc- and projects we have completed over the approach to an International Standard, which day they remain unoccupied. However, if ing operating costs during low occupancy can later be used for benchmarking. a guest requests a room in another section, periods also helps the hotel immensely. By Shipping receives a huge amount we have no option but to switch power practicing energy saving thoroughly and of annual audits, but as we were back on to that section since it is our duty conscientiously we not only save money, the first shipping company to to cater to customer needs first. but also contribute to the national grid in gain ISO 50001 certification Additional energy saving incentives a very positive way. there was no precedent for the include : Also, by regular training and seminars on audit programme, so no stone energy saving we have managed to educate was left unturned. This meant • Replacing all incandescent light bulbs with energy saving bulbs our staff to a level where they are now that even experienced auditors conscious of energy consumption. Leaflets were surprised that, while the • Creating staff awareness on energy saving methods, which can also implementation process was clear, • Establishing energy efficient oper- be applied at home, have been distributed Refhan Razeen, General Manager of the the audit process was so stringent. Philip Fullerton, NMM’s Technical Director. ating procedures for significant to every employee. Heritance Ahungalla.
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Management Solutions
University College Cork – Ireland energy initiatives in terms of total electri- cal kWh or thermal kWh saved per annum, University College Cork (UCC) claims as follows : to be the first university worldwide and the first public sector body in Ireland to Air handling Unit 85 560 elec/kWh achieve ISO 50001 certification. Aided (AHU6) by ISO 50001 implementation software Quadrangle 397 268 therm/kWh (Enerit) that covered significant energy heating upgrade users, energy saving opportunities, energy Staff and main 15 472 elec/kWh actions and planning, corrective actions restaurant lighting and audit management, UCC implemented upgrades its energy management programme in just Seen with the ISO 50001 certificate presented four months. to University College Cork were (l to r) : Mark O’ Rahilly Building 5 227 elec/kWh Poland, Director of Buildings and Estates, Paul While universities may not immedi- solar photovoltaic Manage your energy well Prendergast, Buildings Officer, andMaurice system ately spring to mind in relation to energy Ahern, Energy and Telecoms Manager. management, they are ideal candidates North Mall wind 3 107 elec/kWh • Installing thermal solar heating in the and you’ve more for ISO 50001 certification, says UCC. turbine O’Rahilly building A university campus typically comprises Cold water 14 892 elec/kWh a vast amount of building stock, and an • Upgrading lighting in all Boole Lec- to devote to your customers ture Theatres and in the Perrots Inch booster pumps energy bill that makes up a large portion and Perrots Avenue car parks upgrade of its running costs. ISO Focus+ asked Maurice Ahern, Energy • Refurbishing ventilation in the civil The solar photovoltaic and wind turbine and Telecoms Manager for UCC, to comment : engineering IT laboratories projects have long paybacks but will be • Upgrading lighting and thermal heating used as test cases for energy research by ISO Focus+ : What difference do you for Crossleigh House as a test case for researchers and students in the Department expect ISO 50001 implementation and energy research by the Civil and Envi- of Civil and Environmental Engineering. certification to make to the university ? ronmental Engineering Department • Installing extra heat metering in the ISO Focus+ : Can you already comment Maurice Ahern : It has increased the vis- Central Campus buildings on the benefits of implementation ? ibility of our energy management activities • Upgrading roof insulation in the Coun- among all staff and students. We have been Maurice Ahern : Improved operational cil Room, and Enterprise and Connolly actively implementing energy improvements control of existing equipment and systems buildings for over 20 years but now our efforts are has received a strong focus as a result of receiving a much higher profile. ISO 50001 • Upgrading the Building Management implementing ISO 50001. We have been certification has given us independent exter- System (BMS) site wide communica- impressed by the new savings opportuni- nal verification of our good work. Being a tions network ties we have identified, many at low cost. world first obviously has facilitated raising • Upgrading data loggers for the energy As an educational establishment with a our profile externally. This increased profile monitoring and targeting (M&T) strong sustainability faculty and ethos, we is allowing us to increase the support for system use our own energy projects and management our efforts from our senior management. • Monitoring water usage and imple- system to assist in our academic research mentation of further savings in into improving energy sustainability. ISO Focus+ : Can you outline some of the consumption, e.g. replacement of con- Our energy management system, based energy saving measures and initiatives ventional urinal control to an enzyme on a platform developed by Enerit, has you are implementing to meet ISO 50001 based system recently been demonstrated online at an requirements ? • Upgrading boilers, steam traps and ISO/DEVCO* national energy management heating plant rooms, including insulat- seminar in Delhi by Liam McLaughlin, Maurice Ahern : Every year we have been ing steam pipes, as part of the annual who acted as consultant in our ISO 50001 ISO 50001 for energy management. adding energy saving projects, many utilizing rolling upgrade programme. implementation. We are delighted to allow advanced technologies. The completion rate others to see our system in the hope that it of these projects has not changed as a result Our capital programme uses the most The kangaroo is very ISO 50001 users are ISO 50001:2011, Energy manage- may help them in their efforts to improve y challenge with Win the energ ment systems, is available from ISO of ISO 50001 implementation. However, up-to-date energy saving technologies sup- energy effi cient. It can ISO 50001 reporting that the standard their energy performance. reach speeds of more helps them to increase national member institutes (listed with as a result of the energy review process of ported by the Sustainable Energy Authority than 50 km/h while using energy effi ciency and cut contact details on the ISO Website our energy management system, we have of Ireland (SEAI). Energy awareness focuses *ISO/DEVCO is an ISO committee established at www.iso.org) and ISO Central to address the needs of developing countries. less energy than any costs. Improve your identified many opportunities to improve on electricity usage and the objective is to Secretariat Web store at www.iso.org ISO/DEVCO’s membership comprises over 135 other mammal. So moth- organization’s energy operational control of our equipment and reduce electricity consumption in all college national standards institutes from industrialized as er kangaroos have more management and you or e-mail to [email protected]. systems. Natural gas for building heating is ISO 50001 buildings. Monthly electricity consumption well as developing countries. Its overall objective energy management energy for looking after can concentrate more on International Organization for our largest energy use and its consumption is to help developing countries focus on acquiring monitoring reports are circulated to all staff, 2011-06-07 16:27:27 junior ! Translate that into ensuring the satisfaction Standardization – www.iso.org world-class technological competence and on 001.indd 1 has fallen by 5.2 % in the past six months, and we distribute energy awareness posters Win the energy challenge with ISO 50 achieving a good understanding of the technical business terms. If your of your customers. coinciding with the period of preparing for across the campus. Central Secretariat requirements underlying global trade. Assisting organization can reduce Who’d have thought that the 1, ch. de la Voie-Creuse certification. Examples of ongoing energy We have projected some of the annual developing countries in the fields of standardiza- the energy it needs to operate, it can devote kangaroo had something to teach Case postale 56 initiatives include : energy savings directly attributed to these tion and related activities is a key goal. more resources to value-adding processes. CEOs ? CH-1211 Genève 20
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Standards in Action Standards in Action Taking the pulse of market research Ipsos uses ISO standards to promote culture of change
ISO solutions for market research
Staff at Ipsos’ rapidly growing Ipsos Interactive Services (IIS), responsible for online data collection, work in a culture of continual improvement Business and society rely heavily on market research, with study from the initial contact between the client and service provider and positive change promoted by ISO 20252, ISO 9001 and ISO/IEC 27001 standards. users including companies, governments, research institutes, to the presentations of results to the client. consumer associations, universities, and marketing and Access panels are becoming a key tool of market, opinion, and advertising agencies. In its various forms, market research by François Delabre social research. An ISO standard, ISO 26362:2009, Access panels contributes to many aspects of modern life, from the products in market, opinion and social research – Vocabulary and service and services we buy to the way we vote and to our behaviour requirements, supports this evolution by providing definitions eading market survey and research specialist, the Ipsos group, as a worldwide leader for online research L as consumers and citizens. and requirements to increase the quality and efficiency of implemented and helped develop the ISO 20252 standard on market, operations, via operational hubs in Europe, ISO 20252:2006, Market, opinion and social research – Vocabulary access panels, as well as providing internationally harmonized opinion, and social research. A major user of ISO 9001 (quality man- North and Latin America, and Asia. IIS supports the diverse and growing and service requirements, applies the principles of ISO’s quality criteria to facilitate comparison of the results of access panels agement) and ISO/IEC 27001 (information security management), business activities of the Group, now span- management standards (specifically ISO 9000:2005, Quality worldwide. Ipsos attributes ISO standards as helping to ensure continual improve- ning research in advertising (Ipsos ASI) ; management systems – Fundamentals and vocabulary) to market, ISO 26362:2009 provides definitions and guidelines for good ment and create a culture of positive change. innovation and branding (Ipsos Market- opinion, and social research and harmonizes at the international practice, tackling issues such as recruitment, validation of ing) ; media, content and technology (Ipsos level the requirements of the various national standards and identity, size, and profile of panels. Its application will help Ipsos is an independent research company teams deliver insightful expertise across MediaCT) ; social and corporate reputation industry codes that already exist for the sector. address any limitations and exploit their potential to the fullest. controlled and managed by research profes- six research specializations : advertising, (Ipsos Public Affairs), and customers and The standard can also be used to evaluate access panels and sionals. Founded in France in 1975, Ipsos customer loyalty, marketing, media and employees (Ipsos Loyalty). The International Standard sets out guidance and requirements assess their quality. has grown into a worldwide research group public affairs research, as well as survey We are major users of ISO 9001 (quality relating to the way in which market research studies are planned, with a strong presence in all key markets. management. management) and ISO/IEC 27001 (infor- carried out, supervised, and reported to clients commissioning such The standard is based on, and should be used in conjunction with, In October 2011, Ipsos completed the Ipsos Interactive Services (IIS) is the mation security management). In addition, projects. Therefore, ISO 20252 covers all the stages of a research the more generic ISO 20252:2006 acquisition of Synovate. The combination Group’s operational wing responsible for Ipsos participated in the development and of the two companies makes Ipsos the third online data collection, predominantly via implementation of ISO 20252:2006, Market, largest global market research company, online panels, integrating similar organiza- opinion and social research – Vocabulary now established in 84 countries. Our expert tions on other continents. Our goal is to act and service requirements (see Box, page 41).
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Standards in Action
These three ISO standards have helped like Esomar and Efamro, in flexible Business Processes Management us ensure continual improvement and create regards to standards for access (BPM) application, avoiding manual docu- a culture of positive change throughout the panel management. mentation and accommodating any changes organization. The following is an account At Ipsos, the third-party in the processes as they happened. of our implementation experiences, and the certification process is seen as These implemented and monitored benefits to Ipsos in time and money saved. real proof to our clients that approaches became powerful aids to con- we are focusing on quality tinuous improvement. They also saved us Implementing ISO 20252 objectives. Any company a lot of time when using Six Sigma gap can claim to deliver qual- improvement methodologies, setting aggres- While preparing for certification to ity, but an external audit sive goals for higher efficiency. ISO 20252, Ipsos Mori, our United Kingdom brings credibility and also associates, worked very closely with IIS to a real objective status to our Separating information security provide feedback to enhance the final version performance. of the standard. Subsequently, Ipsos Mori Our effective ISO 9001-based quality became the first company in the world to Integrating ISO management system (QMS) was very help- achieve ISO 20252 certification, followed standards concepts ful in achieving ISO 20252 certification. closely by IIS. In fact, IIS directly integrated those few IIS also participated with ISO technical There were several steps in our requirements not covered by our quality committees in several countries, working on ISO standards implementation procedures, enabling us to merge both the development of ISO 26362:2009, Access and ISO 20252. Our other regional hubs strategy. The first was to integrate ISO 9001 standards into a stronger QMS. Headquarters of the Ipsos Group in Paris. panels in market, opinion and social research are also implementing the same standards, procedures into a fast growing business to However, we decided to keep the ISO/IEC – Vocabulary and service requirements (see even if they are not necessarily applying standardise processes and training materi- 27001 management system quite separate. Box, page 41). We contributed to some sig- for formal certification. als. From the beginning, we decided to Although the procedures and documenta- We have also moved increasingly to social responsibility. We expect that to give nificant amendments aimed at increasing the incorporate the EFQM standard as well, tion are managed according to ISO 9001, fact-based management decisions. Over us a strong framework to help achieve our criteria of quality in the new standard, based so our procedures were very detailed, and information security requires a more special- time we have revised our information sys- SR objectives. on our view that it would provide a very Our European hubs focused not only on production. ized approach since it applies to potential tems to create a strong coherency with our efficient tool for elevating quality standards are now certified to We also decided to group three func- events. Most of the security incidents we performance objectives. Our management Useful tips cover are linked to potential risks, and it across the market research industry. ISO 9001, ISO/IEC 27001 tions – quality, training and development Currently the term “ access panels ” cov- – under the same umbrella. This created a is quite difficult to expect employees to I believe that for an organization to ers various levels of quality, and there is a and ISO 20252. strong coherency within the company. IIS focus daily on something that has not hap- Decision making is now merely seek certification to a standard is clear need to differentiate between highly invested heavily in training employees in pened, and is unlikely to happen. So here much easier. the wrong approach. In the fullest sense quality, security, and market research, and we need a constant educational process, of implementation, ISO management sys- professional management of panels, as Each country organization in the Ipsos backed this up with appropriate applications reinforced by training, awareness building, tem standards provide methodologies and opposed to what we might call “ address network has the freedom to decide which team can now measure and understand the and information systems to make it easier and internal audits. frameworks that help managers develop database management ”. ISO standard they wish to implement. In key factors of the business. for staff to meet the requirements of the We also developed a strong application specific strategies on which to grow their retrospect, I believe that the ISO 20252 The result is that we can anticipate the ISO standards. that gives us many benefits, including companies. Ipsos’ standards strategy market, opinion and social research standard need for decisions, set clear objectives One of the first ISO standards concepts we increased responsibility, process flexibility, Should I wish to grow my company on is the most beneficial for our business, as it for improvement, and speed up our reac- In formulating our ISO standards strategy, focused on was “ listening to the customer ”. traceability, and real time measurement of the basis of environmental excellence, for really applies to our day-to-day activities tion time. Decision making is now much we decided to focus first on IIS’ European each process step, allowing us to continu- example, then I would ask which standards and organization. IIS set up a system to gather feedback from easier since we already have the data to structure. Here we confronted several major ously enhance cycle time and utilization. would help me develop a strategy and customers in various countries. Customer back it up. challenges prompted by the dramatic growth satisfaction feedback is now fully integrated focus on efficient implementation, without in Ipsos’ European business, following the Reasons for implementation Benefits losing time in re-inventing the wheel. In into several performance indicators for each Future objectives switch to online data collection. level of the organization. Customer focus that aim, our experiences at IIS show that From the beginning of IIS in 2002, we As a result of implementing the three Recruitment needed to be very high to principles are also promoted within IIS, ISO standards provide actionable tools and decided to implement a quality strategy based ISO standards, we have managed to create a From a management perspective, we feel absorb a growth rate of over 100 % per with performance measured by company ideas based on professional knowledge, on ISO 9001 and European Foundation for continuous improvement culture in just five that ISO standards could be more oriented year. In just six years we built an entirely managers who are perceived as internal saving valuable time and money. Quality Management (EFQM) principles. years. Each employee is fully aware of his or to fit financial objectives. There is a risk in new company of over 600 employees, and customers. We wished to assure our clients of the very her personal, team, and departmental objec- delegating the quality strategy to a quality at the peak had to integrate over 40 new Another useful principle was that of fact- high quality of our data collection methods, tives, and current and past performances. group within the organization. However, employees per month ! based decisions. IIS continuously monitors About the author since, in building an international operations Customer feedback is closely monitored and when this quality group provides financial The new organization was located in key aspects of its business. Each department centre, we were putting operations out of any issues are automatically communicated or strategic information, ISO management Eastern Europe, so we had to face not only has its own performance indicators that the direct control of each country. to the manager in charge for analysis, and system methodologies can be seen not only François Delabre non-mother tongue language issues but also We decided to differentiate ourselves are monitored and reported monthly. This corrective or preventive actions. as organization standards, but also as real is Senior Vice- had to prove we could deliver a very high from our competitors by certifying not helps us understand the various aspects of We believe these standards have helped performance management tools. President, Qua- level of quality to secure Ipsos’ business. only to ISO 9001, but also to other ISO our complex business better, and enables us create a culture of change. Each new A potential new challenge will be to lity Management In addition, we had to transfer some very standards relevant to the business. That’s us to make appropriate decisions at an standard or re-certification audit is an work more closely on social responsibility Division, of Ipsos technical and strategic panel management why Ipsos was one of the first companies early stage. opportunity to review existing processes, (SR). Ipsos has joined the United Nations Global Operations. knowledge, and finally, provide Ipsos with certified to ISO 20252, and also one of the In a second phase, IIS had to build more adapt them to our organizational dynamics, Global Compact programme. To sustain E-mail Francois. high performance results. few market research organizations certified flexibility into its quality and security and create a common feeling in our online this program, Ipsos Interactive Services Delabre@Ipsos. All our European production hubs are to ISO/IEC 27001. We were also involved management system, and focused closely business that the key word is “ change ”. is also very interested in the ISO 26000 com now certified to ISO 9001, ISO/IEC 27001 with other research industry organizations on the process approach. So we created a standard providing voluntary guidance on Website www.ipsos-interactive.com
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360° 360°
Climate change threatens freshwater of releases and of environmental and food- reserves. According to the Intergovern- stuff samples, including drinking water, Drink up ! mental Panel on Climate Change, general validate the estimates of the installation’s glacier retreat in many mountain areas, and impact (in terms of exposure) and sub- increased risks of extreme weather events stantiate authorized discharge limits. The with droughts and heavy precipitation, pose credibility of the exposure assessment is a challenge to the safe supply of drinking therefore based largely on the quality and water. Furthermore, in 2032 there may be a reliability of the radionuclide measure- billion people more on this planet with whom ment results. water resources will have to be shared. To National legislation of countries with preserve water quality, therefore, we will nuclear facilities (industrial, medical, have to manage it better. research and military) sets the rules for the continuous monitoring of radioactivity Testing water quality in the atmosphere, water and soil. This is to comply with the system of radiological To ensure water is potable, monitoring protection elaborated by the International through chemical analysis needs to be car- Commission on Radiological Protection ried out regularly. This is done to : verify (ICRP). quality ; assess the impacts of agriculture, industry, tourism and other human activities ; WHO has referred and evaluate the consequences of contami- to ISO’s work on the nation and pollution. In 2011, WHO published the fourth edition measurement of water- of its guidelines for drinking-water qual- based radionuclides. ity. This builds on over 50 years of WHO guidance on drinking-water quality, starting Each year hundreds of thousands of with the publication of the first International radioactivity measurements are performed Standards for drinking water in 1958. on environmental samples and reported to The WHO guidelines are based on the national authorities for regulatory purposes assumption that monitoring environmental and public information. Most of them quality and the protection of human health concern monitoring of drinking water for are inseparable. They are considered an radioactivity. authoritative basis for the setting of national Dispersed by currents and winds, released regulations and standards for water safety in radionuclides know no borders. This was support of public health, including protec- sadly demonstrated during the Chernobyl tion against ionizing radiation. Since the and Fukushima accidents. first edition, WHO has referred to ISO’s National stakeholders on nuclear issues, work on the measurement of water-based such as industry, control authorities, local radionuclides. associations and public information com- WHO uses ISO standards The system of radiological protection, missions, are linked with international progressively developed with the increasing stakeholders. Legal instruments require to monitor safe water use of nuclear energy, was established early stakeholders to be informed of radioactivity in this process. It is based on the assump- levels in emissions as well as in interna- tion that any exposure to radiation involves by Dominique Calmet tionally traded foods. Countries are more some level of risk, and recognizes the link likely to place their trust in the quality of between environmental radioactivity and radioactivity data exchanged since they on samples from the same sites. It is essential types of samples are comparable over time ater is vital to humans and each of us needs at least 1.5 litres of public health. mutually recognize the services performed to use agreed and appropriate methods and and between different test laboratories. W Today, before authorizing routine low- safe water a day to drink. Beginning as long ago as 1958 and 1978 by accredited laboratories using common procedures for : the sampling, handling, Most International Standards are used by level liquid or gaseous radioactive discharges standards. transport, storage and preparation of test the laboratories that carry out radionuclide respectively, the World Health Organization (WHO) and ISO have from a nuclear plant, an assessment is made samples ; the test method ; and calculating activity measurements required by national published standards to help ensure water is safe to drink. Focused of the potential exposure to ionizing radia- Tested and true measurement uncertainty. This is covered authorities, as they have to get specific from the start on monitoring radionuclides in water, and continually tion from the released radionuclides. The in ISO/IEC 17025:2005, General require- accreditation for radioactivity measurement cooperating with WHO, ISO is now busier in this field than ever. exposure models used take into account the Standards on test methods for radionu- ments for the competence of testing and on food and/or drinking-water samples. characteristics of the expected radioactive clides are therefore reference documents and calibration laboratories. Since 1978, ISO technical committee source term, the possible conflicting use of meet the technical concerns that arise repeat- In this framework, the normative approach ISO/TC 147, Water quality, has developed In July 2010, the United Nations General children under five die each year as a result natural resources including water, and the edly in the relations between economic, aims to ensure the accuracy or validity of standards on the metrological requirements Assembly expressed concern that almost of water- and sanitation-related diseases. In different routes by which potential exposure scientific, technical and social stakeholders, the test result through calibrations and to monitor the radioactivity of water intended 900 million people worldwide do not have addition, it acknowledged that safe, clean can affect people. both nationally and internationally. measurements traceable to the International for human consumption ; and since 1999, access to clean drinking water. The organi- drinking water and sanitation are integral Subsequently, the measurement results During a controversial situation, stake- System of Units. This approach guarantees ISO/TC 85, Nuclear energy, nuclear tech- zation also voiced alarm that 1.5 million to the realization of all human rights. obtained through the radionuclide monitoring holders are likely to carry out measurements that radioactivity test results on the same nologies, and radiological protection, has
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360° New Releases
Irrigation Agriculture accounts for about 70 % of the world’s freshwater use (22 % goes to industry and only 8 % to domestic consumption). developed standards on the measurement of not expected to adversely affect health. If was proposed on test methods for radium-226, Irrigation can increase yields of crops by • Water quality (ISO/TC 147) – (see box “ Water quality ”) 100 % to 400 %, and is radionuclides in the various environmental either of the screening levels is exceeded, radon-222, lead-210 and uranium radio- ’s comprehensive scope – widespread benefits crucial to support the • Water fooprint (ISO/TC 207/SC 5) –t andWork is planet’s rapidly growing ISO e. undergoing on a standard (ISO 14046) population. s components. then the specific radionuclides producing this isotopes. These are currently being drafted. Out of a total of more than 19 000* for calculating water footprints that will and the future – what’s coming ISO standards for ISO International Standards, ISO has promote efficient measuremen system use. performance, materials, ’s partners s developed more than 550* relating to management of this scarce resourc Water as a vital global challenge has become test methods, data ISO/TC 85 focuses on the drafting of activity should be identified and compared The initial mandate of WG 4 was extended ISO ISO water. Its comprehensive toolbox of The standard will help organization a strategic priority for ISO and, in 2011,n. wa interpretation and Benefits of the solutions features the work of the following harmonize reporting, setting an The development of International the subject of a special task force which reporting (ISO/TC 23/ ISO technical committees (TCs) and international benchmark for water Standards cannot take place in isolation. investigated areas where standardization SC 18) promote a more standards on the radiological characteriza- to their respective guidance levels. to a set of 15 new standards comprising 20 The water challenge knows no frontiers, subcommittees (SCs) : The value of ISO standards relies on could help. The task force concluded that supply ef cient irrigation, and cannot be addressed in isolatio Infrastructure its multi-stakeholder approach, which ISO should focus on processes and good n easing the strain on consolidatesNothing ifcontributions not global from industry, practiceISO Internationaltaking into accountStandards the represent needs of Service management and crises • Irrigation (ISO/TC 23/SC 18) – (see box water resources. ISO tion of all sites, and the routine radiological The first edition of the WHO guidelines documents. This led to the proposal to re- global consensus on global solutions. government, research, academia, both developed and developing countries. • Service activities for drinking water 2007) “ Irrigation ”) is also working on a Their best practice and technological , internationalFew challenges organizations are more and global NGOs than New and varied stakeholders such as water and wastewater systems (ISO/TC 224) Treated wastewater reuse for irrigatio standard for the use of solutions are powerful tools for taking t • representingwater. Rivers all stakeholders, and lakes cross including national supply authorities are being encouraged to – Three standards (ISO 24510:2007, &(ISO/PC w253) – Thisa project t ecommittee r ls and treated wastewater in monitoring of sites potentially affected by for drinking-water quality was published establish SC 3 in 2010, which was adopted action on global challenges and achieving consumersboundaries and whilesmall oceans businesses. are shared engage in ISO’s work to increase its impac ISO 24511:2007 andGlobal ISO 24512: solutions to globalis working challenges on a best practice standard irrigation (ISO 16075), public policy goals. provide guidelinesISO for the assessment a key step forward for On the water scene, ISO works closely and relevance. to prevent any adverse impacts on resources. Droughts, floods and climate improvement and management of the discharge of radioactive effluent. in 1984. Within ISO/TC 147, subcommit- in 2011 with a new title, SC 3, Radioactivity with UN agencies such as the World Health FutureISO projects (International could Organization tackle issues for such public health, the environment, soi sustainability. change cut across continents. service activities for drinking water and Organization, the World Meteorological as domesticStandardization) and communal is the world’s wastewater largest crops, as a result of treated wastewater titutes wastewater systems. They can help Organization, the Food and Agriculture sanitation,developer water of voluntary conservation, International recycling a irrigation. Publication of ISO 16075 is ISO provides global tools to help us water authorities and operators meet In most drinking water, since the activity tee SC 3 on radiological methods, set up measurements. The subcommittee aims to Organization and the UN Environment and Standardsdesalination providing and water benefits losses for (e.g.business, n. expected in 2013. manage our shared water resources government and society. ISO is a networkch the expectations of consumers and the Programme among many others. leak detection). The scope of ISO/TC 224 ity, Measurement of fluid flow in closed circuits equitably and durably – which are not only comprising the national standards ins principles of sustainable development. • Other examples of organizations actively could be expanded to look at issues su (ISO/TC 30) – Standards for measuringtics of 163* countries. ISO standards make A standard for crisis management of concentrations of individual radionuclides in 1978, published its first standard on the focus on priorities resulting from the latest participatingcrucial for in our ISO’s quality work of on life, water but vital for as governance and benchmarking. And ess water flows and metering that can help positive contribution to the world we live i water utilities is underway. es standardsour very include survival. the Organisation for efforts will be made to promote and water conservation. They ensure vital features such as qual Economic Co-operation and Development, monitor the development of standards • Crisis situations – An ISO International pplies ecology, safety, reliability, compatibility,ledge, s. • Piping & valves – Standards for plas are low and their determination is time- determination of tritium activity concentra- WHO recommendations, taking into account the International Water Association and for new technologies in order to facilitate Workshop Agreement (IWA 6:2008) pipes standards (ISO/TC share 138), provencast iron global pip solutions The vital challenge disseminationinteroperability, of more efficiency efficient and innovation effectivences and provides guidelines for the management Consumers International to name a few. ISO(ISO/TC 5/SC 2) and valves (ISO/TC 153) – at an economical cost. of drinking water utilities under crisis with all regions of the worldeliable and enabling The Althoughresult is internationalessential for life,consensus water su on They facilitate trade, spread know improve quality of life, by resource. ensuring water consuming, detailed analysis is normally tion using a liquid scintillation counting the technical consequences of regulatory eloping conditions. ies solutionsare burdened to water by issues drought, across water frontiers. shortages, and share technological advan ISOsupply standards systems offer are harmonized r technology, good management resources practices. all efficient access to this climate change, contamination and ISO Quality and conservation terminology and good practice, allowing countr not justified for routine monitoring. WHO method in 1989. changes in drinking-water quality control. pollution, the requirements of large ISO provides a platform for dev ough its sharing the same water resources to work ds • Hydrometry (ISO/TC 113) – Some WaterISO qualityCentral cities, intensive irrigation and a growing ISO’spractical Website tools(in English through and common French, with top together efficiently and effectively levels in Russian and individual publications 70 standards for water and silt Secretariat population with higher standards of living. understanding and cooperation with reliable and Every day, two million in other languages) measurement and groundwater acilitate Pressure on the world’s water resources-8709 is N 1729 standards promote best practice for 2011, ISS therefore recommends the use of a pre- Three others standards were subsequently Six working groups are drafting test meth- tember stakeholders on board. Working thr tons of sewage and other Volume 2, No. 8, Sep www.iso.org availability support water planning andater ISO reaching unsustainable levels. network of national members, its standar sustainable water management and quality, 1, cheminef uents drain into ISO Focus+ magazine conservation. They enable bring together the foremost expertise in the de la Voie-Creusethe world’s waters. In Every year, more than 1.5 million children (10 editions annually in English and French) accurate measurements, and f and facilitate access to water for the world’s : liminary screening procedure to determine published, on the measurement of gross ods for the natural radionuclides lead-210, Case postale 56 die from waterborne diseases. Water WSD 2011 world and disseminate it to both developed population developing countries, Creating nd www.iso.org/iso/iso-focus-plus self-sufficiency in meeting future w CH - 1211 Genève 20 and sanitation are central for improving&RQğGHQFH and developing countries. nd 70 % of industrial waste Globally ISO videos needs. ation, Switzerland quality of life, alleviating poverty and ISO water standards build confidence standards constitute a complete offering is dumped untreated, www.youtube.com/PlanetISO! ISO ement the gross (total) alpha and beta radiation alpha activity and gross beta activity in radon-222, radium-226, uranium, tritium hunger, and promoting sustainable through consensus-based global solutions to water issues – from pipes, through irrig Tel. +41polluting 22 749 the 01 usable11 s Follow us on Twitter dwide.” G : “ International Standard worl ÷Daimler A for good business practice, management g water and over 2.5 billion development, environmentaloors for our productsintegrityll disasters a to test procedures to water services manag water supply. open d www.twitter.com/isostandards Fax +41 22 733 34 30 health. Considerable investments÷ISO action plan for oil spi and of resources, risk assessment, metrics a Join us on Facebook ! ISO’s more than 260* emitted by all radionuclides in water before 1992, and on gamma spectrometry in and carbon-14, as well as the artificial ones E-mail [email protected] sound management of resources, together www.facebook.com/isostandardsinfrastructure. They facilitate sustainablee UN’s water quality standards with increased global cooperation are water management! and increase water Access and scarcity ciency of water Web www.iso.org ed Join us on Google+ r quality can be used to bring safe provide a common necessary to Contactmeet the needsthe ISO of themember world’s potential, helping alleviate water scarcity https://plus.google. Some 894 million people have no access to safe drinkin ecessary water losses. identifying any specific radionuclide. 1997. These standard test methods form the plutonium and americium. terminology, water population. in your country : and contributing to achieving th and valves increase the ef 2012-01-06 15:48:30 com/105548657446778707428 people worldwide live without adequate sanitation. sampling methods ls (MDGs), MDGs. * As of January 2012 The goals of safewww.iso.org/isomembers water and improvcade of and reporting and ISO standards for infrastructure and swate help monitor and measure water conservation. ISBN 978-92-67-10561-1 sanitation are highlighted in the UN monitoring guidance water to millions. Standards for pipes basis for the monitoring of drinking water When published, this set of ISO standards © ISO – January 2012 Millennium Development Goa to check presence of odies ; distribution services and reduce leakages, preventing unn and are at the heart of the UN De bacteria, purity and Water for life 2005-2015. Metering and hydrometry standard Action as recommended by WHO since the first on radioactivity measurement will answer other characteristics. ts ? 2012-01-06 15:47:09 They apply to everything t state authorities cooling and purposes regulatory ; the b rs Who bene tants engaged in monitoring from plant treatment edition of the guidelines. the needs of test laboratories. They will agents to natural ISO’s water standards bene , contractors and mineral waters. industries using water for processing and consumers. agricultural sector ; laboratories and consul adhere to WHO and ICRP recommendations activities ; water and wastewater service providers ; manufacture of water-related infrastructure ; planners, designers systems, water supply during crisis situa- on assessing drinking-water safety with construction companies ; and most importantly, ISO and water_EN.indd 2-3 tions, irrigation, quality and conservation 1.5 million children respect to naturally occurring and artificial (e.g. hydrometry, quality sampling, water under five die each year radionuclides. In addition, they will be used footprint) and infrastructure (e.g. pipes, to identify spatial and/or temporal trends in ISO and water_EN.indd 4-5 as a result of water- valves, metering). the radiological characteristics of the water and sanitation-related The water ISO works closely with key stakeholders source, required to ensure adequate water in the water field to ensure the relevance diseases. management of the water quality for other and market uptake of its standards. ISO’s uses such as crop irrigation and freshwater multi-stakeholder approach consolidates fish farming. challenge Following the publication of these four contributions from industry, government, The above-mentioned ISO standards and standards, SC 3 was disbanded. The ensuing research, academia, international organiza- NWIP rely on the trust built up between periodic revision of these standards demon- How ISO standards help tions and NGOs. Some of the organizations the two international organizations and strated the need for reviews. This was due contributing to ISO’s water standards experts representing monitoring labora- to the availability of new equipment and include the World Health Organization, tories in 23 countries. In the latest (2011) procedures used to measure radioactivity the World Meteorological Organization, edition of the WHO guidelines, they are in most laboratories that monitor drinking- by Maria Lazarte the Food and Agriculture Organization, the listed as references for the measurement water quality. Organisation for Economic Co-operation of radionuclides in water in chapter 9 on In 2002, it was decided to resume activi- and Development, the International Water radiological aspects. SO’s solutions for addressing vital global water challenges are the ties on radiological methods at working I Association, Consumers International, group level (WG 4). The initial mandate subject of a new brochure, ISO & water. The four-page document among many others. was limited to the revision of the four provides a concise overview of International Standards available and Because of the important contribution above-mentioned standards that were About the author how they can help. that International Standards can make to subsequently published. addressing this vital and global challenge, Dr. Dominique water has become one of ISO’s strategic New series of standards Calmet is a project Although essential for life, water supplies The new brochure underlines the ben- priorities. A recent ISO task force inves- leader in France’s are burdened by drought, water shortages, efits of ISO’s consensus-based approach, tigated areas where standardization could In 2007, the need to draft new standards, Atomic Energy and climate change, contamination and pollution, and outlines ISO’s water solutions for Only through testing can safe water be help and issued a set of recommendations distinguished from a health hazard in line with WHO recommendations, led to Alternative Ener- the requirements of large cities, intensive good business practice, management of for future work. Find out more on ISO & the adoption of a first set of new work item gies Commission. irrigation and a growing population with resources, risk assessment, metrics and water. The test results are respectively compared proposals (NWIP) on new test methods for He has had a signi- higher standards of living. Water challenges infrastructure. It looks at how ISO water ISO & water, published in English and with the screening levels and if justified with gross alpha and gross beta activity used by ficant, long-term cut across boundaries and require a global standards can facilitate sustainable water French, is available free of charge by con- the specific guidance levels for radionuclide test laboratories. A year later, a second set of involvement with response. management and increase water potential, tacting the Marketing, Communication & contained in the WHO guidelines. NWIP was adopted on the measurement of ISO, which continues with his current ISO standards offer harmonized tech- helping alleviate water scarcity and con- Information department ([email protected]). When test results are below the screening strontium-90, polonium-210 and carbon-14. role as Chair of ISO technical committee nology, terminology and best practice, tributing to achieving the UN’s Millennium It can also be obtained from ISO national levels of 0.5 Bq/l for gross alpha activity As naturally occurring radionuclides in ISO/TC 147, Water quality, subcommit- so that countries sharing the same water Developing Goals. member institutes. The brochure can be and 1 Bq/l for gross beta activity, there is drinking water usually give radiation doses tee SC 3, Radiological methods. Over resources can work together efficiently Of ISO’s more than 19 000 International downloaded as a PDF file free of charge no need for specific radionuclide measure- higher than those provided by artificially the years he has written many articles on and effectively. They are powerful tools Standards, over 550 relate specifically from the ISO Website (www.iso.org). ment. Such concentrations will expose each produced radionuclides, and are therefore of radioecology and radioactivity measure- for sharing proven global solutions with to water. They tackle issues like service person to well under 0.1 mSv/year, a level greater concern, in 2009 a third set of NWIP ment. all regions of the world. management of drinking and wastewater Maria Lazarte is Assistant Editor, ISO Focus+.
46 © ISO Focus+, www.iso.org/isofocus+ ISO Focus+ March 2012 ISO Focus+ March 2012 © ISO Focus+, www.iso.org/isofocus+ 47 a
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Production by technical sector Work Items International Standardsages Total No. of pages or Standards [ICS]) New Total New No. of p 103 6 556 1 703 72 691 SECTORS (as based on the International Classifi cation f 72 746 58 2 642 773 32 883 82 193 gures Generalities, infrastructures and sciences 352 14 900 5 242 226 283 in 378 958 Health, safety and environment 268 36 811 3 186 231 970 s 313 698 Engineering technologies 89 3 497 1 988 57 700 167 422 for the year 2011 (at 31 December) Electronics, information technology and telecommunication 50 1 427 1 094 28 283 66 150 Transport and distribution of goods 242 7 628 4 460 124 058 275 671 ➲ 163 national standards bodies, Agriculture and food technology 35 1 459 423 16 479 58 143 Materials technologies 241 154 3 862 comprising 8 26 11 Members Construction member bodies 1 208 75 161 19 023 794 209 ➲ 110 1 419 4 007 Special technologies ➲ 43 correspondent members TOTAL ➲ 10 subscriber members
ocumentation (01) – Services/ ➲ 3 335 technical bodies, Proportion by sector (byGeneralities/Terminology/Standardization/D percent)/Sociology of (03)total – Mathematics/Natural output sciences (07) Generalities, infrastructures and sciences : comprising Company organization, management and quality/Administration/Transportnment/Health protection/Safety (13) Technical ➲ 224 technical committees Health, safety and environment : Health care technologyrement/Physical (11) – Enviro phenomena (17) – Testing (19) – Mechanical systems and ral use (23) – Manufacturing engineering (25) – committee ➲ 513 subcommittees Engineering technologies : Metrology and measu Precision mechanics/Jewellery (39) components for general use (21) – Fluid systems and components for gene structure ➲ 2 516 working groups Energy and heat transfer engineering (27) – Electrical engineeringons : (29)Electronics – (31) – Telecommunications/Audio and video ➲ 82 ad hoc study groups Electronics, information technology and telecommunicatimachines (35) – Image technology (37) Fully networked car 55) engineering (33) – Information technology/Offi ce (43) – Railway engineering (45) – Shipbuilding and marine structures Transport and distribution of goods : Road vehicle9) – engineeringMaterials handling equipment (53) – Packaging and distribution of goods ( (47) – Aircraft and space vehicles engineering (4 Staff member bodies provide the administrative Agriculture and food technology : Agriculture (65) – Food technologyhing (67)industry (61) – Chemical technology (71) – Mining ➲ 38 The World Standards Cooperation ies (75) – Metallurgy (77) – Wood technology (79) – Glass and ceramics Materials technologies : Textile and leather technology (59) – Clot Technical and technical services for the secretariats aper technology (85) – Paint and colour industries (87) and minerals (73) – Petroleum and related technolog secretariats of committees of the ISO technical programmeoff industries (81) – Rubber and plastics industries (83) – P ng (93) of ISO, the International Electrotechni- Construction : Construction materials and building (91) – Civil engineeri These services involve a full-time staff equivalent of nd commercial equipment/Entertainment/Sports (97) ➲ 500 persons Special technologies : Military engineering (95) – Domestic a Work items International Standards cal Commission and the International Note – Figures in brackets correspond to ICS fi elds. International ➲ 151 full-time staff from Organization for countries coordinate 30 % 27.6 Central Secretariat ➲ 20 Telecommunication Union organized 23.4 ProductionStandardization by technical sector Work Items International Standardsages Total No. of pages the worldwide activities of ISO Central Secretariat in Geneva 25 % 23.9 or Standards [ICS]) New Total New No. of p 1, ch. de la Voie-Creuse 103 6 556 1 703 72 691 SECTORSCase postale (as based 56 on the International Classifi cation f 72 746 the Fully Networked Car Workshop in 16.8 CH-1211 Genève 20 58 2 642 773 32 883 20 % 17.4 82 193 18.6 16.7 Switzerland gures Generalities, infrastructures and sciences 352 14 900 5 242 226 283 in 378 958 Health,Telephone safety +41 and22 749 environment 01 11 36 811 3 186 231 970 March 2012, during the Geneva Inter- 15 % Fax +41 22 733 34 30 268 10.5 10.5 s 313 698 EngineeringE-mail [email protected] technologies 89 3 497 1 988 57 700
Web www.iso.org 2012-01 ISO, © 978-92-67-10565-9 ISBN 167 422 10 % 9 5.8 Electronics, information technology and telecommunication for the year 2011 (at 31 December) 3.6 0.7 0.8 50 1 427 1 094 28 283 3.7 2.2 66 150 national Motor Show, in Switzerland. Transport and distribution of goods 7 628 4 460 124 058 2012-02-06 11:14:41 5 % 4.8 4 242 275 671 ➲ 163 national standards bodies, Agriculture and food technology 35 1 459 423 16 479 58 143 The workshop was a unique oppor- 0 % Materials technologies 241 154 3 862 comprising 8 26 11 Members Construction member bodies 1 208 75 161 19 023 794 209 ➲ 110 1 419 4 007 Special technologies ➲ 43 correspondent members tunity for standardizers to engage with TOTAL ➲ 10 subscriber members
ndd 1-2 ocumentation (01) – Services/ the motor industry. It brought together ISO in figures 2012-EN.i ➲ 3 335 technical bodies, Proportion by sector (byGeneralities/Terminology/Standardization/D percent)/Sociology of (03)total – Mathematics/Natural output sciences (07) Generalities, infrastructures and sciences : comprising Going strong Company organization, management and quality/Administration/TransportEnvironment/Health protection/Safety (13) Technical technical committees key players involved in the development omena (17) – Testing (19) – Mechanical systems and ➲ 224 Health, safety and environment : Health care technology (11) – eneral use (23) – Manufacturing engineering (25) – committee ➲ 513 subcommittees Engineering technologies : Metrology and measurement/Physical phen ing (29) – Precision mechanics/Jewellery (39) working groups of technologies and standards, as well components for general use (21) – Fluid systems and components for g – Telecommunications/Audio and video structure ➲ 2 516 Energy and heat transfer engineering (27) – Electrical engineer e technology (37) ➲ 82 ad hoc study groups Electronics, information technology and telecommunications : Electronics engineering(31) (45) – Shipbuilding and marine structures55) engineering (33) – Information technology/Offi ce machines (35) – Imag as other major industry representatives. ISO in figures ing equipment (53) – Packaging and distribution of goods ( Transport and distribution of goods : Road vehicle engineering (43) – Railway (47) – Aircraft and space vehicles engineering (49) – Materials handl Staff Find out more in the April issue of Agriculture and food technology : Agriculture (65) – Food technology (67) (61) – Chemical technology (71) – Mining ➲ 38 member bodies provide the administrative Wood technology (79) – Glass and ceramics Materials technologies : Textile and leather technology (59) – Clothing industry– Paint and colour industries (87) Technical and technical services for the secretariats and minerals (73) – Petroleum and related technologies (75) – Metallurgy (77) – secretariats of committees of the ISO technical programmef ISO Focus+. industries (81) – Rubber and plastics industries (83) – Paper technologyengineering (85) (93) of
Construction : Construction materials and building (91) – Civil l equipment/Entertainment/Sports (97) These services involve a full-time staff equivalent of by Roger Frost ➲ 500 persons Special technologies : Military engineering (95) – Domestic and commercia Work items International Standards Note – Figures in brackets correspond to ICS fi elds. International ➲ 151 full-time staff from Organization for ➲ 20 countries coordinate 30 % 27.6 Standardization Central Secretariat 23.4 in Geneva the worldwide activities of ISO 23.9 Central Secretariat 25 % 1, ch. de la Voie-Creuse Case postale 56 n 2011, references to ISO and its standards on In- 16.8 CH-1211 Genève 20 20 % 17.4 I 18.6 16.7 Switzerland ISO Focus+ 15 % Telephone +41 22 749 01 11 10.5 10.5 Fax +41 22 733 34 30 ternet media sites increased by 128 937 compared to E-mail [email protected] 5.8 Web www.iso.org 2012-01 ISO, © 978-92-67-10565-9 ISBN Maritime 10 % 9 3.6 0.7 0.8 3.7 2.2 The electronic edition (PDF file) of 2012-02-06 11:14:41 2010 to reach a total of 467 830 – a rise of 38 %. But 5 % 4.8 4 0 % ISO Focus+ is accessible free of how many people have an idea of the size of ISO and charge on the ISO Website www. its standards development operations ? To answer such ISO in figures 2012-EN.indd 1-2 matters iso.org/isofocus+. In addition, the questions, ISO has just published ISO in figures. entire collection of previous issues of which 55 % was financed through member- ISO Focus+ editions, plus ISO Focus The success behind its standards is the ship fees and 45 % through other revenue (2004-2009), plus ISO Management This new edition of the four-page leaf- both to increase efficiency and also to cut marks the 100th anniversary result of wide stakeholder involvement, sources, including sales of publications and 2012 Systems magazine (2001-2009) let reveals that at the end of 2011, ISO the financial and environmental impact of the sinking of the Titanic. One of the and cooperation with key actors such as income from services. is also available free of charge as comprised a network of national standards of travel. At the same time, face-to-face deadliest maritime disasters of all times, the International Maritime Organization. ISO Secretary-General Rob Steele com- electronic files. bodies of 163 countries. meetings retain their importance. In 2011, the Titanic claimed the lives of 1 517 peo- In addition to this work, other ISO com- ments : “While these figures are useful in The job of developing voluntary ISO 1 580 technical meetings were held in 50 ple. And yet, before the ship embarked on mittees also impact the maritime industry, providing an idea of the size of the ISO ISO Update International Standards for business, govern- countries. On average, 15 ISO technical its first and only voyage, it was deemed system and its operations, the most important one example being ISO/TC 104 on freight ment and society was being carried out by meetings were held each working day, “ unsinkable ”, having been designed with The ISO Update, a monthly sup- are those that reflect the priority we give to containers, especially important since 90 % a total of 3 335 technical bodies, includes somewhere in the world. the latest most advanced technology of the plement to ISO Focus+ is available developing standards that meet the needs of the world’s trade moves by sea, and 90 % 224 technical committees, each of which Thirty-eight ISO national member bodies day. Since then, the memory of the Titanic of our customers, users and stakeholders.” of cargo travels by container. electronically (PDF) in both English addresses a specific sector of business or provided the administrative and technical and the lives lost have driven efforts for ISO in figures, published in English and The portfolio of articles in the next www.iso.org/isoupdate and French technology. services for the committees developing safety and progress in the maritime field, French, is available free of charge from ISO Focus+ highlights some of the lat- www.iso.org/fr/isoupdate. In 2011, ISO published 1 206 new or standards – a full-time staff equivalent to and much has been improved. the ISO Central Secretariat through the est developments in the maritime sector. revised standards, bringing the total number 500 persons. Coordination of the worldwide The April issue of ISO Focus+ looks at The ISO Update informs readers ISO Store (www.iso.org) or by contact- Although hopeful at the giant strides made of current standards in the ISO catalogue activities of ISO was carried out by a staff how International Standards supported the about the latest developments in ing the Marketing, Communication & by the industry since the Titanic, it remains at the end of the year to 19 203. of 151 people from 20 countries at the ISO maritime industry and improved safety, the ISO world, including ISO member Information department ([email protected]). conscious that maritime incidents can still An indication of the demand for new ISO Central Secretariat in Geneva. notably through the work of ISO technical bodies’ CEO and address changes, It can also be obtained from ISO national occur. Such incidents are a stark reminder standards is that during 2011, 1 419 new The operational cost of running the com- committee ISO/TC 8, Ships and marine draft standards under circulation, as member institutes. The brochure can also not to rest on our laurels, but to keep mov- projects for ISO standards were registered, mittee secretariats was estimated at 140 technology. One of the first ISO technical well as newly published, confirmed be downloaded as a PDF file free of charge ing forward with the goal of striving always raising the number of items in the work million Swiss francs, financed by the 38 committees to be established, it addresses from the ISO Website. to be better. There is, and will always be a or withdrawn standards. It also in- programme to 4 007. member bodies holding these secretariats. issues such as lifesaving and fire protec- need for progress. And the ISO standards cludes a list of upcoming technical Much of ISO’s work of developing The operational costs of the ISO Central tion, navigation and ship operations, ship development process is a valuable medium Roger Frost is Head of Communication Services, ONLINE committee plenary meetings. standards is now carried out electronically, Secretariat was 37 million Swiss francs, of ISO Central Secretariat. design, pipes, machinery, and much more. for continual improvement.
48 © ISO Focus+, www.iso.org/isofocus+ ISO Focus+ March 2012 ISO Focus+ March 2012 © ISO Focus+, www.iso.org/isofocus+ 49 1
Hard work is one thing. Exploitation is another.
ISO 26000, Guidance on social responsibility
The fi rst link in a global supply issues and seven over- Available from ISO national member chain may be a little guy car- arching principles. All are institutes (listed with contact details rying a heavy load. The differ- based on consensus on the ISO Website at www.iso.org) ence between hard work and among 99 countries and and from the ISO Central Secretariat exploitation depends on criteria 42 international organiza- Webstore at www.iso.org/isostore or e-mail to [email protected]. like adequate pay, working con- tions from both public ditions, health and safety and private sectors. factors, and social pro- People worldwide now tection. Labour prac- demand that organiza- International Organization tices comprise one of 2010-10-21 17:07:36 tions behave in a for Standardization – www.iso.org the seven core subjects Discovering ISO 26000 - E.indd 1 socially responsible Central Secretariat of social responsibility manner. ISO 26000 shows how 1, ch. de la Voie-Creuse defined in ISO 26000, – and the benefi ts of doing so. Case postale 56 2010-10-21 16:33:47 along with 37 underlying Link up now ! CH-1211 Genève 20 ISO 26000 - Project overview E.indd 1
Ad Ant_ISO 26000.indd 1 2011-04-28 12:19:00