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Volume 3, No. 7, July-August 2012, ISSN 2226-1095

Health and Wellness

• Nestlé’s CEO speaks out

• A DHL delivery a

Contents Comment

Comment Kevin McKinley, ISO Deputy Secretary-General Healthy minds and bodies – How ISO standards serve higher-level growth needs .... 1 Healthy minds and bodies ISO Focus+ is published 10 times a year World Scene (single issues : July-August, International events and international standardization ...... 2 November-December). How ISO standards serve higher-level growth needs It is available in English and French. Guest Interview Bonus articles : www.iso.org/isofocus+ Paul Bulcke, CEO of Nestlé ...... 3 ISO Update : www.iso.org/isoupdate Special Report The electronic edition (PDF file) of ISO Your (happy) inner self – How ISO standards contribute to our health and wellness .... 8 he psychologist Abraham Maslow described a so-called “ hierar- moments of relaxation are safe, secure and Focus+ is accessible free of charge on the T relevant to your wellness needs. ISO Website www.iso.org/isofocus+ Not just skin deep – Changing the face of cosmetics ...... 10 chy of needs ” pyramid. The lower part of the pyramid includes basic Finally, although it’s not (yet) an ISO An annual subscription to the paper edition Essential oils – A fresh look at the oldest known remedy and beauty booster ...... 12 needs such as safety, security and shelter. The top sections describe costs 38 Swiss francs. standard, the Gross National Happiness Wellness spas – Indulging in high quality service ...... 14 higher-order needs related to responsibility, achievement, and re- (GNP) index developed by the Kingdom Publisher Traditional Chinese medicine – Establishing a global benchmark ...... 16 spect by and for others. of Bhutan is inspired and ambitious. The ISO Central Secretariat index leapfrogs traditional linear indicators Oral health – Getting your teeth into dental standards ...... 18 (International Organization for of national performance – such as Gross The theory is that you must reasonably The rising interest in aromatherapy and Designing for people – How technology can support a healthier lifestyle ...... 21 Domestic Product (GDP). The index shows Standardization) the use of essential oils translates into 1, chemin de la Voie-Creuse satisfy lower-level needs before being in a us how a proper balance between material Accessibility for all – Improving the lives of older people increased global attention to the quality, CH – 1211 Genève 20 position to meet higher-level growth needs. and spiritual wealth is necessary, and can safety and consistency of these products. ISO Switzerland and people with disabilities ...... 24 Only once all of these have been satisfied be measured. standards can help provide the confidence Tel. : +41 22 749 01 11 Tactile walking surface indicators – Making streets safer is it possible to arrive at a state Maslow So will reading a technical ISO standard needed so that these aspects are taken into Fax : +41 22 733 34 30 referred to as “ self-actualization ”. guarantee you happiness, fulfillment, sound E-mail : isofocus+ iso.org for visually impaired pedestrians ...... 28 consideration, and the potential for their @ In 1986, WHO refined its definition of physical and mental health ? No – although beneficial effects can be achieved, without Are you happy ? Measuring the well-being of a population ...... 32 “ health ” as not just an absence of disease some may help you fall asleep and get unnecessary worry. Manager : Roger Frost or infirmity, but as a “ resource for every- needed rest ! Editor in Chief : Elizabeth Gasiorowski-Denis Centre-fold day life, not the objective of living. Health But reading this ISO Focus+ issue will Assistant Editor : Maria Lazarte Want to live to 100 ? ...... 26-27 is a positive concept emphasizing social show you how certain standards and pro- Communication Officer : Sandrine Tranchard and personal resources, as well as physi- ISO has excelled Planet ISO jects play their part in helping us realize Artwork : Xela Damond, Pierre Granier cal capacities ”. Live longer. Live better. at providing solutions and Alexane Rosa higher-level needs on our own paths to News of the ISO system ...... 34 Health is not simply a matter of meeting Copy editor/Proofreader : Mary Ritchie to meet basic “ self-actualization ”.  basic needs. Translation : Translation Services, CDC global needs. ISO Central Secretariat It can be said that ISO has excelled Societal security – Increasing the participation of developing countries ...... 36 at providing solutions to meet a great many basic global needs over the years, Subscription enquiries : Sonia Rosas Friot Adopting and referencing International Standards in Burkina Faso ...... 37 by delivering an array of International Without a doubt, cosmetics contrib- ISO Central Secretariat ISO survey on MSS certification ...... 37 Tel. : +41 22 749 03 36 Standards that address some of the world’s ute positively to people’s perception of Fax : +41 22 749 09 47 ISO pilots new course for chairs ...... 37 most basic safety, health, performance and themselves, directly affecting issues of E-mail : [email protected] A workshop dedicated to the food sector in Africa ...... 38 security needs. self-esteem. ISO standards from technical But does ISO have a role to play in committee ISO/TC 217, Cosmetics, help Marketing and promotion training in Saint Lucia ...... 39 © ISO, 2012. All rights reserved. helping to satisfy these soft, higher-level to ensure that the cosmetics consumers Management Solutions expectations, pushing the envelope to choose are both safe to use and deliver on The contents of ISO Focus+ are copyrighted include higher aspirations ? The answer their promises. and may not, whether in whole or in part, Management makeover – New format for future ISO management is “ Yes ”. Assistive devices can provide a disabled be reproduced, stored in a retrieval system or system standards ...... 40 transmitted in any form or by any means, elec- This issue of ISO Focus+ reveals how person needed independence that all indi- tronic, mechanical, photocopying or otherwise, Management systems integration – Five lessons learnt a number of important (and yet not-so- viduals desire, and have a right to. without written permission of the Editor. by Saudi Arabian ICT company ...... 42 obvious) projects and ideas have a part to ISO standards help ensure that these play in helping us to satisfy needs ema- products are safe, effective and durable, The articles in ISO Focus+ express the views Standards in Action nating from issues related to self-esteem, helping to reduce disabled individuals’ of the authors, and do not necessarily reflect independence and fulfillment. reliance on others to perform everyday the views of ISO or of any of its members. DHL – How ISO standards deliver ...... 44 Aromatherapy, for example, is used to activities. 360° enhance psychological and physical well- The ability to relax, to reflect and to ISSN 2226-1095 Printed in Switzerland Counterfeiting and fraud – How do consumers know what they are getting ? ...... 48 being. It provides a potentially effective gain perspective is also associated with the treatment using natural oils extracted from realization of high-order needs. A new ISO New Releases flowers, bark, stems, leaves, roots or other project on wellness spas can help ensure Cover photo : ISO, 2012 Kevin McKinley, Just out – ISO 20121 for sustainable events management...... 52 parts of a plant. that service offerings in these important ISO Deputy Secretary-General

Coming Up 53

ISO Focus+ July-August 2012 1 a World Scene Guest Interview

groundbreaking, pragmatic solution to coun- countries, e-Health is most often carried out tering global warming through its proposal to using mobile phones (m-Health). However, fund business grants to favour the implementa- very important security issues have arisen PLAN ACT tion of ISO 50001:2011, Energy management in connection with m-Health (problems with CHECK DO systems – Requirements with guidance for use. patient security). The Kids’ ISO 14000 Programme To strengthen and expand Canada’s com- Christopher Chute, Chair of ISO technical mitment to energy efficiency, the Canadian committee ISO/TC 215, Health informatics, Paul Bulcke International Government, through Natural Resources pointed out the importance of sharing experi- Organization for Standardization Canada (NRCan), is offering business fund- ence gained from partner standards organiza- ing grants to provide financial assistance for tions, and the need to identify the barriers to Nestlé the industrial sector. The Government will the broad adoption of successful initiatives. give industry the finances necessary (and It is essential to determine why standards Eco-Kids’ Instructors a financial incentive) to adopt systems and are not used and applied in certain settings. for Kids’ ISO 14000 Programme processes to improve energy performance. International Standards developed by This grant funding is designed to lead to ISO/TC 215 contribute to the efficiency and Paul Bulcke has been Chief Ex- A training course for Eco-Kids’ Instructors reductions in energy costs, greenhouse gas dissemination of medical technologies and ecutive Officer of Nestlé S.A., will be held on 1-3 August 2012 at UNESCO emissions. The aim is to lessen the negative are a key element for getting access to global headquarters in Paris, France, within the aspects of environmental impact through the markets. More importantly, however, the spirit since April 2008. framework of the United Nations Decade of implementation of ISO 50001. of the committee to serve all stakeholders Education for Sustainable Development (UN- Two types of energy studies (process worldwide – industry, the business community, After a brief period as a finan- DESD 2005-2014). This 10th International integration and computational fluid dynam- governments and other international organiza- cial analyst with Scott Graphics Seminar and Training Course for Eco-Kids’ ics) are, in particular, being funded. The tions, users, including consumers – leads to International in Belgium, Paul Instructors of Environmental Education for “ ecoENERGY Efficiency for Industry Pro- synergies and innovation in its work. Sustainable Development is organized by gram ” provides a financial incentive of up Bulcke joined the Nestlé Group ArTech and UNESCO. to 50 % of eligible costs for implementation in Vevey, Switzerland as a mar- The course is based on the celebrated Kids’Sustainable of ISO 50001. The ecoENERGYevents pilot with is Sustainable events with ISO 20121 keting trainee in 1979. Over the ISO 14000 programme started by ArTech designed for industrial facilities.SustainableSustainable events withevents with (founded by the late Prof. Takaya Kawabe Certain qualifying criteria must be metSustainable for events with next 16 years, he held various and Ms. Miyuki Koyama). Kids’ ISO 14000’s Sustainableapplicants to be admitted to events the programme. with positions in marketing and sales, sphere of influence has now expanded inter- AmongSustainable the criteria for selection, events applicants withISO 20121 nationally through UN organizations. must submit an energy performance improve- ISO 20121 was appointed Division Head in The programme will start with a one-day ment plan, addressing targets and associated Sustainable events with ISO 20121 Peru, Ecuador and Chile, before seminar and then embark on a two-day train- projects, and have the ability to monitor and ing course and workshops concentrating on report on project results. moving to Portugal as Market stimulating the environmental awareness of Head, a position he subse- children, teaching simplified methodology of environmental management and giving quently held in the Czech and children the concept and experience of Slovak Republics and finally in working together and networking locally Sustainable events with Germany. and internationally to solve current local and SustainableISO 20121 events with global environmental issues. Sustainable events with In July 2004, Paul Bulcke This event will be supported by ISO and ISO 20121 the United Nations Environment Programme, Danish sustainable Presidency joined the Nestlé Executive in addition to UN-DESD. Several Japanese Board as Executive Vice Presi- government ministries will participate along Denmark wished to conduct the EU Presi- with some of Japan’s most prominent private dency as sustainably as possible. This took dent with responsibility for sector corporations providing sponsorship. place by reducing the direct environmental Zone Americas. In April 2008, impact of meeting activities by simultaneously after a career of almost 30 years Workshop on e-Health displaying social and economic responsibility. At the end of its six-month term in June with the Nestlé group, Paul ISO took part in a workshop organized by 2012, the Danish Foreign Ministry logistics the International Telecommunication Union team supported the organization of 100 meet- Bulcke was appointed Chief (ITU) and the World Health Organization ings serving 15 000 total participants. The Executive Officer. (WHO) on the use and implementation of implementation of ISO 20121 for sustain- e-Health standards in low-, middle- and high- able events management played a key role Mr. Bulcke graduated from the income countries, in April 2012. in these events. University of Leuven (Belgium) Worldwide, health services and systems The logistics team delivered an EU Presi- with a degree in commercial must improve the quality, safety and cost- dency at a fraction of the total cost of past effectiveness of care. E-Health is already making Presidencies. The savings were an important engineering, followed by a a valuable contribution. As e-Health continues result of the sustainable event management postgraduate degree from the to increase its influence, it must integrate legacy system. systems with medical devices and information One of the important objectives of the Vlerick Management School. He systems. E-Health will also need to provide a sustainability initiative was to demonstrate also attended the programme for Greening the Great North foundation for stakeholders to innovate, as it that a large-scale project such as the EU will only reach its potential if based on global, Presidency could be organized sustainably Executive Development at the Canada is talking ISO’s talk while walking common and interoperable standards. without any additional costs. It is hoped that International Institute for Man- the planet’s walk when it comes to studying WHO has produced a survey “ e-Health the experience and initiatives of the Ministry agement Development (IMD) in : Nestlé and promoting the efficient use of energy. Standards and Interoperability ” of all its of Foreign Affairs, together with ISO 20121, The Canadian Government has proposed a member bodies. In low- and middle-income will serve as an inspiration for others.  Lausanne, Switzerland. Photo

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Guest Interview

a common vision. We have a very strong, Paul Bulcke : We pride ourselves on being

: Nestlé explicit corporate objective and strategic part of an industry that works with ISO to : Nestlé roadmap which is very simple, straightfor- shape standards, putting at your disposal Photo ward, and shared with the 330 000 employees Photo our knowledge, our expertise. ISO has sup- that make up Nestlé. Our strategic ambition ported our industry through the publication is to be the pre-eminent nutrition, health of internationally consistent measurement and wellness company. and management tools, processes and Then, the long term has always dictated practices. The extent of your involvement our strategic direction. Yes, we do also has led to the achievement of improved focus on delivering short term, but never environmental performance. In other words, sacrifice the long term. ISO helps us work towards our goal, and And finally, a very important aspect is we encourage the development and use of our corporate culture, our people living up relevant International Standards. to the same values such as thinking long ISO’s global authority is useful for term, openness to diversity, passion for us. For example, building on the Nestlé quality in products and relations. Environmental Management System, we This is how we run our business and have 413 out of our 461 factories which this is the basis of our success : facilitating are already certified to ISO 14001. We decentralization while ensuring everybody have distribution centres, R&D centres, all is singing from the same song sheet. We Nestlé Dominicana staff load products onto trucks bound for Haiti. undergoing certification. That is the value maintain our internal alignment behind a ISO gives us : by being a global standard, globally accepted, when we comply with global corporate vision. ISO has a specific role to play as a truly But we comply as an operation, as a part of ISO International Standards, people know On the subject of International Standards, global, multi-stakeholder, expert-driven, society, with many other standards, too. We straight away what they are getting and the a global company like ours has a common consensus-based standardization organiza- also provide services and operate factories level at which we are working. strategic objective. Just as we have to have tion : it enables us to work efficiently. If where we apply standards on health and common values and a common culture, we that were not the case, if the interpretation safety. We are committed to environmentally ISO Focus+ : What concrete benefits has need common standards as well. of certain dimensions were really local and sustainable business practices, so we also ISO 22000 for food safety management International Standards provide a frame- not relevant and not the same, we would comply with environmental standards. And brought Nestlé ? Nestlé Nespresso production and distribution centre in Avenches, Switzerland, will produce and work for the world. Tastes may differ, but distribute 4.8 billion Nespresso capsules each year. be totally inefficient as a society and as a these are just some examples. health requirements and minimum standards company in that society. There are many standards beyond those Paul Bulcke : Food safety is essential. Since ISO Focus+ : Nestlé produces a wide range are the same the world over. International concerned with food that are important the adoption of ISO 22000:2005, Food of products from ready meals to chocolate, We pride ourselves on Standards, therefore, help to shape our ISO Focus+ : What is the strategic value for us. Because ISO’s impact goes beyond safety management systems − Requirements and from mineral water to coffee. How does being part of an industry company so that we can be a global player of International Standards to a company product criteria to best practices in factories, for any organization in the food chain, we Nestlé manage to maintain a worldwide with globally recognized terms of reference. like Nestlé, with an international workforce and even to our environmental performance, were able to measure our own very stringent consumer base when traditions and tastes that works with ISO But they serve only to frame our work, of 330 000 people ? ISO has developed these standards are part of an overarching standards against those stipulated by ISO. vary from one country to the next ? What to shape standards. the “ paintings ” inside those frames are 1 000 food-related standards. How many reference framework. We are again using as our terms of ref- is the key ingredient to its success ? How locally made. does Nestlé implement and what are the erence a globally accepted standard. This have International Standards contributed ? benefits ? ISO Focus+ : Can you describe the use is the best way to get recognition for our made by Nestlé of ISO’s management own systems for assessing the safety of Paul Bulcke : One of our basic strengths is Paul Bulcke : How can Nestlé be so active systems standards ISO 9001 for quality and food. Issues of food safety are not purely : Nestlé that we have deep-rooted principles which worldwide and connect with consumers in ISO 14001 for environmental management intramural. They lead us upstream to our

Photo put value on compliance. I could hardly a meaningful way ? Actually, the answer and how this has evolved over the years ? suppliers and downstream to retailers. is that we are very decentralized, because steer a company like ours if I could not we believe consumers and food are always trust our people to comply with our own “ local ”. Very much from the beginning, values, culture and strategic direction. over 145 years ago, we commercialized Beyond our internal functioning, they also our products outside of our home market need to meet the demands coming from Switzerland. So, right from the start, we the outside world. were decentralized and present in many International Standards help me to apply, markets with local structures. We are a throughout the company, the same dimen- global company, but one that is very con- sion of judgment and the same terms of nected on a local level to our consumers. reference. In turn, this helps me scale up Our great variety of products are manu- efforts to comply with these standards. If I factured in 461 factories in 83 countries have a standard that is the same the world around the world. Our factories are located over, I can muster the resources to achieve there where consumption is. Local raw or, whenever relevant, surpass the require- materials, local tastes, the dietary needs of ments of those standards. the local population demand it. As for ISO’s 1 000 food-related standards, Handing over real decision-making power Nestlé Pontecesures factory in Spain. From left to right, A. Núñez Feijóo, Prime Minister of we are a food and beverage company so those to the markets demands alignment behind Galicia, B. Meunier, Iberian Region Market Head and M. Santos, Pontecesures Factory Manager. are the minimum with which we comply.

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Guest Interview

Having a common standard that is globally professional growth to give people a more Life cycle assessment – Water footprint – accepted like ISO’s helps us to neutralize meaningful life. Linking with suppliers in Requirements and guidelines. : Nestlé : Nestlé situations where companies all have their a sustainable way helps us to implement Our third focus is on rural development. Photo own proprietary standards. Photo minimum standards upstream as well. Nestlé’s 461 factories are usually located in rural areas because that is where the raw ISO Focus+ : Nestlé recently opened materials of agriculture are found. We are Nestlé Health Science and the Nestlé directly linked to 600 000 farmers, and Institute of Health Sciences, two separate International Standards indirectly linked to millions. Connecting organizations intended to develop the provide a framework with farmers helps them to be more efficient, innovative area of personalized health for the world. have better incomes and helps us to ensure science and nutrition to prevent and treat the high quality of our ingredients. health conditions such as diabetes, obesity, Getting back to ISO, using internationally cardiovascular disease and Alzheimer’s recognized standards such as ISO 26000 gives Nestlé has focused on three priority areas disease. Could you please expand on this ? us the added authority of a globally recognized where we add value to society. Are there subjects for which standards body, provided it can be certified. We have Nutrition is first, because that is who we could facilitate your work and, if so, in been in contact with ISO on this topic and are and where our investment in research which areas ? will be happy to make further contributions. and development goes. Paul Bulcke : Nestlé Health Science and Our second focus is on water. Water ISO Focus+ : What would you like to see Nestlé Institute of Health Sciences were is one of the most important issues in the coming out of ISO ? launched at the beginning of last year. This world today, and it is particularly important The Nestlé Healthy Kids Global Programme brings a new dimension to the nutrition, Paul Bulcke : As an international company, forms an integral part of Nestlé’s commitment for Nestlé. We are using agricultural raw to improving global nutrition through the health and wellness strategy of the Nestlé Yan Reach, client farmer of International Development Enterprises (IDE), winner of the Nestlé materials and agriculture uses up 70 % of the we are facing many different evaluation promotion of greater awareness, improved Group by pioneering the development and Creating Shared Value Prize. This first Nestlé Prize in Creating Shared Value was awarded on world’s freshwater supply. We use water in practices, be it of company or of product knowledge and effective practice of healthy application of evolving science to create a 27 May 2010 to IDE Cambodia for a project aimed at increasing the standard of living of the our processes, in our factories. Consumers performance. To eliminate the different eating and regular physical activity, which will have a positive impact on health. new role for personalized nutrition in disease Cambodian rural population by improving agricultural productivity and income. need water to prepare our products. It is a yardsticks and the resulting unnecessary prevention and management. conditioning factor for the future of the administrative burden, a worldwide author- additional standards as we are trying to planet. We are, therefore, very supportive ity facilitating alignment among rating involved in juggling different standards. embrace several disciplines – like diagnos- of the ongoing work towards the defini- agencies and evaluation methodologies, Standardization of standards is not a bad tics, nutritional management and therapy ISO helps us build bridges. tion of the future ISO 14046 standard on would reduce the time lost and volatility thing ! Alignment between ISO stand- – and add them into the mix. ards, for instance between ISO 9001 and ISO Focus+ : What is the business case for ISO 14001, possibly merging them into an Nestlé Health Science is going to inte- investing in socially responsible actions integrated management system – along with grate science and knowledge coming from Nestlé headquarters, Vevey, Switzerland. that may not be immediately beneficial to occupational health and safety – would be different disciplines, some of which are the bottom line in a competitive market ? a step forward. quite new to us. We are learning a lot here. How could ISO 26000 on social responsi- Like Pascal Lamy, Director-General of In many of these areas, there are already bility contribute to the company’s already the World Trade Organization (WTO), some standards. well-established CSR programme ? Nestlé actively defends the free move- Nutrition is increasingly more sophis- ment of goods and the suppression of trade Paul Bulcke : Like I said, Nestlé’s orienta- : Nestlé ticated in how it is defined and how it is barriers, particularly when standards and

tion is long term. We would not do anything Photo perceived. Personalization is based on a regulations are politically motivated and for a short-term advantage which might deeper understanding of people’s genetic Nestlé scientists at work. counterproductive for delivering the best jeopardize our long-term interests. This make-up, as well as how genes affect diet value at the lowest cost to consumers. reflects how we see our role : evolving with society, safeguarding our relationship with and lifestyle factors. This will demand The technical authority of ISO is impor- the communities in which we work, because tant because it is neutral and objective in The Flowergate Factory in Nigeria is entirely dedicated to the production of MAGGI. we intend to continue to be a part of those a society that is subject to so many influ- communities. This is why we have linked Photo : Nestlé ences. ISO helps us build bridges. Pascal the concept of corporate social responsibil- Lamy is very vocal in his support for ISO ity with our basic activities. Our success Photo : Nestlé About Nestlé and for opening up the world to increased must be linked, not only to the creation of acceptance of global standards. value for our shareholder, but also to the creation of value for society. Nestlé can trace its origins back to 1866, when the first European condensed milk factory ISO Focus+ : May I ask an additional This is what we call “ creating shared was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One question ? What’s your favourite Nestlé value ”. It is factored into every step in our year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared product ? value chain, interactions with suppliers, infant cereals “ Farine lactée ” in Vevey, Switzerland. customers and consumers, the business Paul Bulcke : That is like asking a parent The two companies merged in 1905 to become the Nestlé we know today, with impact on the environment of our products. which child is their favourite ! I normally headquarters still based in the Swiss town of Vevey. Nestlé employs around 330 000 We also work to create value for society at do not answer, but sitting in front of me, on large. This has many expressions : healthy, people and have factories or operations in almost every country in the world. Nestlé’s my desk, is my Nescafé so that is definitely sustainable economic activity creates jobs. sales for 2011 were almost 83.7 billion swiss francs. one of them. But there are so many other It also creates opportunities for training and Nestlé products that I love. 

6 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 7 a Special Report Your (happy) inner self

How ISO standards contribute to our health and wellness

by Elizabeth Gasiorowski-Denis

Today’s consumers seek to look better, feel better, gain more en- ergy, improve their health, and strengthen their performance in daily activities and sports. This implies that they need to feel better as they age, and that illness will be prevented as much as possible.

And here’s where the health and well- At a meeting convened by the Gov- ness industry comes into the equation, as ernment of Bhutan on, “ Happiness and it caters to the need and desire of people to Well-being : Defining a New Economic stay in shape and live up to the old adage Paradigm ”, UN Secretary-General Ban that an ounce of prevention is worth a Ki-moon stressed that sustainable devel- pound of cure. opment is intricately linked to happiness As explained by Paul Zane Pilzer, and well-being. economist and author of, The New Well- While the content of the majority of ness Revolution : How to Make a Fortune ISO standards is technical, their imple- in the Next Trillion Dollar Industry, the mentation goes beyond solving technical wellness industry includes products and problems to delivering positive results in services provided proactively to already all three pillars of sustainable development healthy people to make them feel even – economic, environmental and social. healthier and look even better, to slow the And since ISO standards contribute to effects of aging and to prevent diseases sustainable development, they are also from developing in the first place. indirectly responsible for creating hap- With the rapid progression in public piness and well-being. interest in wellness, the growth potential of In an exclusive interview in this ISO the health and wellness industry is indeed Focus+ issue, Paul Bulcke, Chief Execu- very high. One only needs to look at the tive Officer of Nestlé, says, “ International recent committees created, or standards Standards provide a framework for the work undertaken by ISO, to confirm this. world.” And a framework they are, not only The July/August 2012 issue of ISO for Nestlé, but for all companies, countries Focus+ explores key issues arising from and people around the world with whom the health and wellness trend. A portfolio we share this planet.  of articles highlight the progress and use- fulness of ISO standards aimed at ensuring Elizabeth Gasiorowski-Denis is Editor in Chief, quality and safety in this growth industry. ISO Focus+.

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Special Report

• Improve health and safety Microbiological and chemical testing • Boost environmental protection ensures that possible contaminants are Expanding scope and membership identified and quantified to confirm that • Enhance product quality consumers are not put at risk of harm, and When first established in 1998, ISO/TC 217’s scope was limited to the standardization • Reduce costs that the product will remain viable for the • Create a level playing field, making stated lifespan under the environmental of microbiological and chemical test methods for cosmetics. In 2000, its scope was the global market accessible to all conditions where the products are marketed. enlarged and, to accommodate this expansion, several working groups were set up. types of business Package labelling assists the consumer Today, the committee consists of : and is essential for traceability in cases of • Microbiological standards and limits There has been great enthusiasm for, alleged problems. and effort by, the cosmetics industry to (WG 1) address these issues, especially through its • Packaging, labelling and marking (WG 2) active support of ISO technical committee Analytical methods (WG 3) ISO/TC 217, Cosmetics. Consumers will be able • ISO/TC 217 has achieved much, par- to buy products confident • Terminology (WG 4) ticularly for consumers worldwide and that the protection factors • Good Manufacturing Practice (GMP) the industry’s smaller, less well-resourced stated on a product (WG 6) companies. International Standards in areas such as sun protection have improved the are universal. • Sun protection test methods (WG 7) health and well-being of millions, and even • Nanomaterials (WG 8) billions, of people. Terminology and definitions need to be In its 14 years to date, ISO/TC 217 has been Customer focused clear and unambiguous. For example, work recognized for its development of highly is underway to define such terms as “ fresh ” relevant and required standards. A wide range of developed and developing countries Until ISO/TC 217, there was no world- and “ organic ” when applied to cosmetics. are represented in its work, which currently consists of 39 participating members with wide mechanism to bring together the Over time, regulatory authorities and con- another 21 as observers. ISO/TC 217 is greatly assisted by its links with other ISO many expectations for product safety and sumer interests have become more involved technical committees, including ISO/TC 229, Nanotechnologies. the effects on individual (and community) in the work of ISO/TC 217, particularly health of using personal care products. where its standards have been recognized as Membership continues to grow. Keen to be involved, experts from many countries have One of the outstanding features of having the potential to support legislation. requested to join ISO/TC 217, in several instances encouraging their national standards Not just skin deep ISO/TC 217 is the way its experts are so One such example is that of body to achieve this by establishing mirror committees. There is also active participation attuned to stakeholders. While most of its ISO 22716:2007, Cosmetics – Good Manu- by ISO/TC 217’s liaison partners. experts are from cosmetic production com- facturing Practices (GMP) – Guidelines Changing the face of cosmetics panies or trade associations, ISO/TC 217 is on Good Manufacturing Practices. This unquestionably a consumer-focused group. has been accepted as being appropriate to cosmetic products intended to cover the stated on a product are the same across a underpin the requirements for GMP under quality aspects of cosmetics. Such quality wide range of suppliers who claim to test by John L. James the European Cosmetic Regulations. aspects have the inherent expectation that to the relevant standards.  International Standards GMPs provide guidelines for the pro- the end user will have access to reliable duction, control, storage and shipment of Cosmetics have long been an important part of daily life. Imagine a have improved the health and safe products that support their healthy world without soap, toothpaste, hair products, deodorants or decora- and well-being of millions, lifestyle and well-being. About the author tive cosmetics. They are essential for hygiene and self-esteem, and and even billions, of people. Dynamic and innovative, the cosmetic they support personal image. The availability of cosmetics has even industry constantly seeks to improve and John L. James excel. ISO/TC 217 continually receives been shown to improve the behaviour of prison inmates. is Chair of ISO Its clear understanding is that cosmetics reviews of stakeholders’ needs and aspira- technical commit- shall be safe and of high quality, valued tions from government agencies, consumer tee ISO/TC 217, We regularly use about four products a Best practice and appreciated by consumers, and will representatives, experts and liaison bodies. Cosmetics, with day. Globally the USD 130 billion a year contribute to their health and well-being. Such feedback indicated the need for nearly 35 years cosmetics market is split roughly into 40 % Manufacturers are in favour of necessary an ISO standard for sun protection test of experience in regulation, so long as rules are sensible Europe, 30 % Asia and 30 % USA, with Achievements and ongoing work methods. For many years, the determination standardization at Africa becoming increasingly important. and do not restrict innovation or market of sun protection values has been open to both the national While there are a significant number of opportunities. This is why the “ best The original scope proposed for manufacturer interpretation. ISO/TC 217 and international levels. A Chartered multinational cosmetic companies, there practice ” route, through the adoption and ISO/TC 217 focused on microbiological working group WG 7 project groups Scientist with several professional quali- are also thousands of smaller businesses implementation of ISO standards, is always and chemical test methods for cosmetics researched the literature and undertook fications in medical laboratory science manufacturing and supplying many indi- the preferred way. (see Box). These were prioritized to ensure primary research and ring tests to ensure and in risk management, he holds an MSc vidual products for consumers. The market is Developing globally acceptable stand- that safe and viable products were, and are, scientifically supported recommendations and a Diploma in Management Studies. highly competitive and product formulation ards might have proved difficult. This has delivered to the consumer. Extensive testing for SPF (sun protection factor) and UVA Mr. James has been a consultant in the and manufacture are usually closely guarded not been the case, however, due to sound of both ingredients and finished products is a (ultraviolet A) test methods in the sun cosmetics industry for the past 16 years secrets. Cosmetics manufacturers justifiably reasoning and careful, clear justification. statutory requirement in many countries, but protection standards. following a career as a healthcare profes- pride themselves on high-quality products Cosmetics-related standards aim to : is also a routine activity in the manufacturing Consumers will be able to buy such sional, including his role as advisor to the that meet the needs of their customers. • Harmonize technical rules process by ethical producers of cosmetics. products confident that the protection factors United Kingdom Department of Health.

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States Pharmacopeial Convention (USP). in the investigation of new varieties, and, This makes sense, since the USP aims to commercially, standards are an information improve people’s health through public source that provides the industry with the standards that help to ensure the quality, properties of products’ natural components. safety and benefit of medicines and foods. The USP is responsible for revising the Current and future developments Food Chemicals Codex monographs of essential oils and analytical methods. These Due to Europe-wide interest in essential are valuable reference standards for the oils, the European Committee for Standardi- food industry and the USP and National zation (CEN) chose years ago to adopt two Formulary monographs. International Standards : ISO 3218:1976, Essential oils − Principles of nomencla- The sweet smell Changing market ture, and ISO 9235:1997, Aromatic natural of standards raw materials − Vocabulary. These two Essential oils production has moved to standards are being updated in a parallel developing countries, while quality control procedure with CEN. For more than 65 years, ISO technical and consumption tend to take place in ISO/TC 54 aims to provide the best committee ISO/TC 54, Essential oils, has developed countries. possible service to its members, to help been active in developing International There have also been trends towards market generate strong profits for the sector and to Standards. ISO standards help encourage Essential oils globalization, the lowering of some trade continue standardization work of interest innovation and expand the global trade barriers, the growth of big companies and and relevance to its members. in essential oils, and ensure their quality greater specialization by small companies. and safety. A fresh look at the oldest known remedy Against this background, ISO/TC 54 aims to : • Facilitate the global trade in essential oils ISO standards expand Today, ISO/TC 54 comprises 18 and beauty booster participating country members, with • Enhance the quality of essential oils on the global trade in another 29 as observers, and five liaison the market essential oils, and ensure organizations. It represents most of the • Protect the health of essential oils their quality and safety. main producers, suppliers and consumers consumers by Arantxa Bordas and Esther Bermejo In addition, and as a result of some of these of the world’s essential oils industry. factors, analytical methodologies are being • Enhance the safety of essential oils continually improved to obtain more precise products and processes ISO/TC 54’s international standardization Acting as a central point and focus, ccording to ancient Egyptian hieroglyphics and Chinese manu- and accurate results. This solves authentic- of analytical methods and specifications A • Promote the use of advanced industrial ISO/TC 54 unifies and manages essential scripts, priests and alchemists were using essential oils to heal the ity problems and facilitates the detection of technology oils knowledge and information, and is a involves : adulterated essential oils. Therefore, with the sick millennia ago. These oils are the oldest known form of medicine reference source for all its members. Since • Developing specific monographs industry’s growing unification of analytical Standardization is remarkable techni- and cosmetics, and were once considered more valuable than gold. the main essential oils companies collaborate for quality standardization of every methods, which aims to expand the trade in cally because it is an important reference with their national standardization bodies essential oil What is known as an “ essential oil ” is the and flavours, including the essential oils of essential oils, the analytical methods of ISO participating in ISO/TC 54, its standards oil of the plant from which it was extracted. lemon, peppermint and rosemary. technical committee ISO/TC 54, Essential and methods of analysis are widely used as • Standardizing analytical methods to It is “essential” in the sense that it carries oils, are gaining global significance. homologated working references. control the quality of essential oils Regarding cooperation with other organi- a distinctive scent, or essence, of the plant. Boosting the benefits People’s growing interest in alterna- • Setting requirements for transport, zations, ISO/TC 54 works closely with the tive health therapies, and collaboration labelling and marking By ensuring product quality and safety, European Directorate for the Quality of between ISO/TC 54 and bodies such as the Alternative health therapies essential oils standardization has boosted Medicines & HealthCare (EDQM), which European Pharmacopoeia and USP, could • Deciding nomenclature and botanical could soon increase the trade of the principal essential oils is responsible for developing and revising soon increase the use of essential oils in names used in the food, perfumery and cosmet- the European Pharmacopoeia monographs. the use of essential oils. aromatherapy, pharmaceuticals and other The committee’s international ics industries. Standards are becoming ISO/TC 54 participated in the latest revi- areas of medicine.  increasingly important too, due mainly to sions and new European Pharmacopoeia membership ensures that developed standards represent and reflect wide- Essential oils are subtle, aromatic and the introduction of new technologies and monographs. The technical committee has ranging experiences, test methods and volatile liquids extracted from vegetable market globalization. taken the cosmetics regulations, European About the authors raw materials by distillation processes using Pharmacopeia and aromatherapy as social, techniques. The committee has published water or steam, dry distillation or mechanical safety, health, environmental or cultural Arantxa Bordas Esther Bermejo 129 standards with another 14 being processes. Essential oils are widely used in issues related to the sectors, products, mater­ is Chair of ISO is a technical of- developed. ials, disciplines or practices in its work. the food and perfumery industries and, in technical commit- ficer in the chemis- At plenary meetings held every two years, Key liaison body, the International Fra- smaller amounts, in cosmetics and some tee ISO/TC 54, try and fuels unit of ISO/TC 54’s members set priorities and health-related fields such as pharmaceuticals, grance Association (IFRA), participates in Essential oils. AENOR, the Span- schedules in standards development, phytotherapy and aromatherapy. the development of ISO/TC 54 standards and She is Product ish standardization revise the work programme and solve The food industry consumes about 60 % methods and, likewise, IFRA standards are Quality Control body. She is Secre- of essential oils production, while the rest is taken into account in standards elaboration. Manager at Des- tary of ISO/TC 54, difficult issues. The next meeting will used in perfumery. Around 300 essential oils : Angel Simon - Fotolia.com The committee is open to collaborate tilaciones Bordas Essential oils. be held in Sydney in September 2012.

are commonly used in making fragrances Photo with other organizations such as the United Chinchurreta SA, which she joined in 1992.

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sees mankind as consisting of body, spirit and their mental/emotional stress and enable some of the essential services most clients mind and all dependent on the environment. them to see the world more positively. Some expect. Repeatedly dissatisfied clients, in This dynamic state is an ongoing process, not techniques from traditional medicine are used turn, reduce confidence and damage the Wellness spas a static state reached and never considered again. to revitalize clients and restore well-being. industry. Since there are degrees of wellness as Aiming at rejuvenation, many wellness there are degrees of sickness, wellness programmes provide modern and advanced Planned standard Indulging in high quality service services should focus on identifying causes healthcare within a holistic framework. of wellness rather than causes of sickness. ISO technical committee ISO/TC 228, Varying service standards Tourism and related services, working Hospitals versus wellness spas group WG 2, Health tourism services, is As our appreciation of health, wellness developing an International Standard which People seeking to ensure their own wellness and longevity grows, the wellness spa is aims to define, establish, ensure quality in, can claim services for their physical well-being gaining popularity. However, with the and improve wellness spa services. This will that are similar to medical services used by increased diversity of wellness spas, there enable these services to be monitored and patients in a conventional hospital. Although some hospitals can house both patients and wellness clients, offering them similar services and facilities, plus their know-how, they are not preferred by wellness-seekers. A hospital is a place to help patients suf- fering from illness. Healthcare professionals use a wide range of medical technologies to manage the causes of disease or treat the physical symptoms. The main purpose is to maximize biological safety, get rid of the symptoms and eradicate pathogens. Some clinical interventions are painful. Patients are not allowed to do, or must avoid, many things to make sure that their disease will not return. Their privacy and by Supol Sripan and Tanin Sonthiraksa However, the perception of health psychological security are limited according generally has disease/infirmity at its core. to their illness condition. Although hospitals is a growing need to identify and encourage provide guidelines for selecting relevant Healthcare is currently disease-oriented : can often extend patients’ lives, they rarely wellness spa provides a secluded, relaxing, revitalizing envi- high-quality services, create transparency, and effective measurement methods. A prevention, control and treatment. This add life to the years extended. increase clients’ confidence and promote ISO/TC 228/WG 2 will ensure the new ronment and a range of services to promote and balance people’s emphasis on the absence of sickness is the exchange of information. International Standard respects the principle physical, mental, emotional, social and spiritual health. Wellness spa negative and unsuitable for a dynamic Wellness spas are often globally traded of cultural identity and cultural differences. clients, or guests, expect “ pleasure at leisure ”. programme to improve wellness. A wellness spa services and compete in both international The standard will be a much-needed and Instead, though not measurable, the concentrates on improving and national markets on the basis of quality highly useful reference document for the idea that there are gradations of health is According to ISO 18513:2003, Tourism the quality of life. and/or price. wellness spa industry. Importantly, it will understandable and gaining support. services – Hotels and other types of tourism So-called “ low-cost spas ” can adversely also help clients to differentiate and choose A healthy individual is well-integrated in accommodation – Terminology, a “ spa ” is affect the wellness spa industry by cutting wellness spa services worldwide.  an acknowledged health resort with specific terms of physical structure and physiological, On the other hand, a wellness spa concen- natural factors – natural remedies of the mental, emotional and spiritual functioning. trates on improving the quality of life. Its soil (such as a mineral spring), the sea, or The completely healthy person meets trou- approach is not to avoid all negative things or About the authors the climate – sometimes complemented by ble with equanimity and has the time and risk factors, but to focus on more positive things appropriate health treatments. inclination for sociability and recreation. or pleasant factors. It provides a secluded, Supol Sripan Dr. Tanin With the increasing popularity of wellness This positive perspective calls for not private, relaxing space that is ideal for quiet is Director General Sonthiraksa spas and a plethora of standards, ISO is work- only the cure, alleviation or prevention of reflection. It is a place for everyone : healthy of the Department is leading the ing to identify the essence of wellness spa disease. Rather, it looks beyond to strive people, patients and people with disabilities. of Tourism in Thai- development of services by introducing a reference standard. for the maximum possible physical, mental, At a wellness spa a practitioner of wellness land. He holds a an ISO standard emotional, social and spiritual efficiency philosophy/science, such as a master of tai chi, Bachelor of Science on wellness spas. Health, disease and wellness for the individual, family and community. yoga or meditation, can help clients to learn. in Engineering and He works at the Progress in science and medicine has led Cleansing programmes for body and a Master of Public Department of Since 1947, the World Health Organiza- to better preservation of the body and less mind include water treatments, manual Administration. Medical Services, tion (WHO) has stated : “ Health is a state disease, yet mental, emotional, social and treatments and detoxification. When clients Tourism makes a larger contribution to Ministry of Public Health in Thailand. of complete physical, mental and social spiritual problems are often left untreated. feel clean, they tend to feel more positive. Thailand’s economy (typically about 6 % Dr. Sonthiraksa holds a Diploma in Geri- well-being, and not merely the absence of In contrast, high-level wellness can never Appropriate skincare techniques include of gross domestic product) than that of any atrics and Gerontology and a Diploma in disease or infirmity.” The WHO definition be achieved in fragments, ignoring the unity scrubs, masks, wraps and baths. other Asian nation. Most tourists come to Clinical Preventive Medicine. He is also focuses on the key ideas of well-being and of the whole. This special state of health Massage and other treatments are used Thailand primarily for the beaches and a member of the Thai Medical Council disease/infirmity. comprises an overall sense of well-being and to help relax clients’ tense muscles, reduce relaxation, including wellness spas. Board on Clinical Preventive Services.

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around the world. Moreover, the current lack of adequate quality control makes it more difficult to increase integration of Traditional traditional medicine with other healthcare systems in a country. Responding to the increasing acceptance Chinese and global use of traditional medicine, an ISO technical committee ISO/TC 249, Traditional Chinese medicine (provisional title), is developing much needed Interna- medicine tional Standards to support public health, safety and trade.

Priorities Works starts seedlings, Panax ginseng C.A. Meyer, will focus on the requirements for this herb. ISO/TC 249 investigated priority areas A number of projects are already underway, Projects currently being considered for the development of International Stand- including on two major aspects of TCM : include standards for moxibustion and ards. These are : acupuncture needles and ginseng seed and electro-acupuncture devices. Quality and safety of products, includ- • seedlings. Acupuncture is a popular technique ISO/TC 249 is also working closely with ing medicines and medical devices which has been endorsed by the WHO for ISO/TC 215, Health informatics, to establish • Informatics, including terminology some conditions such as migraine pain relief. a joint working group for relevant standards and classification in informatics. This initiative also involves • Education, training and practices of WHO, responsible for the International Clas- practitioners International Standards sification of Traditional Medicine project. • Methodology for obtaining evidence to will support public support practices and products health, safety and trade. Road ahead safety, and efficacy of traditional practices Establishing a global benchmark and products even more important. To avoid duplication of effort and facilitate Establishing a technical committee in While many “ modern ” medicines were such a complex area has proved challenging. by David Graham cooperation with relevant organizations, It is estimated that more than two billion originally obtained by extracting single ISO/TC 249 took into account work being acupuncture needles are used annually. However, by taking a conservative approach compounds from natural materials, in tra- done elsewhere. For example, it excluded These may have different shapes and sizes to its scope, progress is being made. As the Based on 3 000 years of experience, traditional Chinese medicine ditional medicine the therapeutic benefits clinical practice guidelines because of the depending on their purpose, but all must be committee grows and gains experience, its (TCM) is used in over 160 countries. Including a wide range of of natural substances may depend on an important effort carried out by the World sterile. The committee has therefore started scope may expand and diversify, in response intricate range of factors. This complexity Health Organization (WHO) in this area. work on the future standard ISO 17218, to emerging needs. It may be that the com- medicines, devices, massages and diets, TCM has a common basis must be respected to ensure the quality of It was finally decided that ISO/TC 249 Sterile acupuncture needles for single use. mittee will even accommodate additional with other traditional systems such as Japanese Kampo and Korean such products. For example, the efficacy will begin by concentrating on the first two Another key project is that of ginseng, forms of traditional medicine, depending on medicine. As TCM techniques and medicines are exported globally, and safety of a herb can be influenced by priority areas (quality and safety of products, one of the most important herbs from demand, need and available resources – as International Standards are needed to protect consumers. its variety and horticulture, collection, and informatics), and five working groups the hundreds used in TCM. A dedicated this opens a huge area of work.  processing and storage. were established for this purpose. standard, ISO 17217, Ginseng seeds and An essential component of many health Additional challenges are presented as many traditional medicines are commercial- About the author systems around the world, traditional medi- Two billion ized and provided in more modern pharma- cine reflects practices and products that have acupuncture needles ceutical presentations such as tablets and evolved over many years. They are usually Dr. David Graham are used annually. capsules. International Standards can help is Chair of ISO based on experience rather than conventional ensure the same requirements are followed technical commit- scientific evidence. TCM adopts a holistic tee ISO/TC 249, approach to health and well-being. Traditional Chinese Traditional medicine is widely regarded Strong interest medicine. He also by people in many countries as integral to works on a number their culture. It is also considered an acces- Generating strong interest and participation from the start, ISO/TC 249, Traditional Chinese of health-related sible and affordable means of healthcare, medicine, comprises 23 participating member countries and nine observer countries. boards. Dr. Graham particularly in locations with limited access has held senior management roles in the to “ conventional ” scientific medicine. Participating countries include Australia, Austria, Canada, China, Finland, France, Germany, Ghana, India, Israel, Italy, Japan, Korea, Mongolia, Netherlands, Norway, Singapore, South Australian Public Service, mainly in the Its growing reputation and the movement health sector. His achievements have Africa, Spain, Thailand, Tunisia, USA and Vietnam. of people between countries are causing included developing national therapeu- traditional medicine systems to cross bor- The committee has also established liaisons with WHO, the World Federation of Acupuncture- tic products legislation, which had the ders. While some countries have standards, Moxibustion Societies and the World Federation of Chinese Medicine Societies. challenge of incorporating traditional and processes and regulations in place for TCM complementary health products into a practitioners and products, many others do The technical committee secretariat is provided by the Standardization Association of China. regulatory system based on conventional not. This makes the need to maintain quality, medicinal products.

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that are applicable to all areas in a particular field, while vertical standards apply to one Oral particular subject. For example, a standard that outlines requirements for a range of different types of cements or dental hand- : Caprasilana - Fotolia.com pieces is regarded as horizontal, while a Photo health standard on the performance of a single type of dental cement such as zinc phosphate or of a dental (drill) handpiece is vertical. Getting The committee’s recent focus has also been on performance-based standards rather your teeth than prescriptive standards.

into dental Open your mouth to ISO standards Dental standards are developed in response to consumer pressure for higher-quality by Derek W. Jones dental care. For example, standardized packaging and labelling information, helps Dental standards play an im- dentists compare products enabling them portant and vital role in society, to choose the best ones for their patients. Artificial materials are used to replace enhancing oral health. They dental tissues more than in any other part contribute to the quality and of the human body. The varying pH in the restorative materials, including limits for an ISO standard specifies the limits for safety of products used in treat- mouth and the stresses of mastication (chew- physical and chemical properties. exposure to ultraviolet irradiance from Another important subject is radio- dental operating lights, protecting both the ments by dental professionals, ing of food), however, have an aggressive effect on the integrity and wear of materials opacity, which helps dentists diagnose dentist and the patient. as well as hygiene products used replacing natural tooth structure. Dental recurrent caries. An improved standard for An interesting issue is that of dental by the public. restorative materials must therefore have determining the radio-opacity of restorative mercury – used in amalgam fillings – which particular chemical, physical and biologi- materials is being developed. has raised public concern. In order to cal characteristics, which are specified in Standards have also been developed on address the wider social implications of the It is estimated that about 99 % of all environment, ISO’s wide ranging, far established in 1962 to continue this work. ISO/TC 106 standards. implantable materials (resorbable or non- release of mercury from the dental office, reaching achievements show once again Since then, the committee has collaborated adults in developed countries suffer from resorbable) for bone filling and augmenta- the committee developed ISO 11143:2008, how International Standards make sense. with the FDI in the development of several some form of dental disease or malfunc- tion in oral and maxillofacial surgery, and Dentistry – Amalgam separators, which clinical standards. tion at some time. Most people will International Standards on membrane materials for guided tissue addresses the question of protection of In the beginning Much larger in scope and more complex, therefore require dental care during their regeneration in similar operations. the environment. today’s dentistry has a greater scientific make a significant lives, making the ultimate consumer of In 1926, the US National Bureau of In addition, many dental standards cover The biocompatibility of medical base and emphasis on conserving natural contribution to oral health. dental standards, directly or indirectly, Standards developed the very first dental products supplied directly to consumers, devices used in dentistry are covered by tissues. But in 2012, the need for interna- the general public. standard, which provided specifications for for example oral hygiene products such as ISO 7405:2008, Dentistry – Evaluation of tional dental standards is as strong as ever. There is no reason to fear the dentist’s dental amalgam filling materials – a mixture mouthwash, dentifrice and toothbrushes. biocompatibility of medical devices used office. Over the past five decades, ISO of metals, including mercury, used to fill Today ISO standards have been developed ISO/TC 106 has also developed a range in dentistry, which specifies test methods technical committee ISO/TC 106, Dentistry, cavities caused by tooth decay. for casting alloys, ceramics and cements. of standards for the complex variety of for the evaluation of biological effects. has made a big difference to the quality Nine International Standards followed in In recent years, ISO/TC 106 has aimed to They outline requirements for setting time, instruments and devices used by dental It includes specifications for testing the of dental treatment received by billions the 1950s, developed by the International develop “ horizontal ” standards wherever strength, colour stability, biocompatibil- professionals, as well as the range of equip- pharmacological agents that are used by of people worldwide. In today’s global Dental Federation (FDI). ISO/TC 106 was possible. By horizontal we mean standards ity, expansion and contraction of dental ment in the dental operatory. For example, the devices.

Photo : Oigro - Fotolia.com

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There are even standards for ensuring that the materials used on the external surfaces of dental equipment can resist the chemical disinfectants used in dentistry. And the road is not ending anytime soon. The committee plans to start work on a classification of both caries (dental decay) and types of prepared cavities in teeth. This initiative is driven by today’s trend towards a more conservative approach and minimal A photograph from 1979, from left : Dr. Derek W. Jones, Chair of ISO/TC 106 intervention. (2006-present) and the late Dr. John W. McLean first ISO/TC 106 Chair (1967-1981). Billions of people benefit

There are also standards for the general Globally, around a million dental pro- requirements of the dental stool, the dental fessionals are using materials, devices, operation unit, suction systems, compressor equipment and procedures covered by systems and the patient chair. International Standards. And billions of Another standard looks at test methods for consumers use over-the-counter dental Designing for people improving or maintaining the microbiologi- hygiene products that also benefit from cal quality of water used in dental units. International Standards. How technology can support a healthier lifestyle

The wide stakeholder participation by Tom Stewart in its business plan as : “ Ergonomics is the Busy bee involved in the development of ISO stand- scientific discipline concerned with the ards improves information flows between understanding of the interactions among manufacturers, the dental profession, aca- Standards development is an important but potentially dull activity. Since 1962 many experienced and knowledgeable individuals have generously dedicated human and other elements of a system, demics and government regulators. It involves reading and commenting on a large number of documents, and the profession that applies theory, many hours to produce and revise dental standards within ISO technical committee ISO dental standards also facilitate the some of which are long and complex. It also involves attending many principles, data and methods to design in ISO/TC 106, Dentistry. Today the committee has 300 dental experts from around the availability of devices that meet important meetings and taking part in often lengthy and detailed discussions. order to optimize human well-being and world, speaking a total of 26 languages ! clinical requirements, and help ensure suc- overall system performance.” cessful clinical outcomes. ISO/TC 106 has a total of nine active subcommittees with close to 50 working groups Of course, we would not get involved This definition comes from the Interna- Above all, International Standards make tional Ergonomics Association, which has devoted to developing standards for : in standards making if we did not believe ISO standards ensure a significant and positive contribution to the that the final results were worthwhile and almost 50 national professional societies • Biocompatibility quality of oral health and the safety of dental that the world was improved in some way that technology as members. • Restorative materials care, as well as stimulating the development as a result of our efforts. is highly usable, But many people still misunderstand of improved products. They also help to ergonomics. This may be because its origins Prosthodontic materials But in the midst of the detailed documents contributing to users’ • break down trade barriers, thus making come from the Greek words ergon (work) and formal procedures, it is easy to forget health and well-being. • Orthodontic materials and devices a wider range of quality dental products the big picture and what we are really trying and nomos (natural laws) and it received available to more people in more places.  its biggest impetus after the Second World • Instruments to achieve. For this reason, it is occasionally useful to stand back and consider our work • Equipment in the context of the wider world. About the author • Oral hygiene products This article is therefore a good opportunity for me to reflect on the relationship between • Implant devices and materials Derek W. Jones, ISO technical committee ISO/TC 159, Ergo- • Computer-aided design/manufacture (CAD/CAM) BSc, PhD, DO,h.c., nomics, subcommittee SC 4, Ergonomics Chartered Chem- • Terminology and coding systems of human-system interaction, and health ist, is Chair of ISO and well-being. To date, the committee has developed 158 International Standards – more if you consider technical commit- that many of these are actually a group of standards compiled into one document for tee ISO/TC 106, Understanding human factors ease of use. Dentistry, and has been involved with People are using technology for ever Over the past 50 years, attendance at annual meetings has increased by over 600 %. standards develop- more hours a day, potentially leading to Participation of ISO member countries has also significantly grown. Today a total of 47 ment since 1971. He is a Fellow of the problems with their health. Fortunately, countries are involved in the work. British Royal Society Chemistry, a Fel- ISO standards are ensuring that technology low of the Institute of Materials, Miner- is highly usable, therefore contributing to From the establishment of ISO/TC 106 in 1962 until 2004, the Secretariat of the committee als, Mining, and a Fellow, Biomaterials users’ health and well-being. was held by the British Standards Institution. The Standards Council Canada then took Science and Engineering. He is currently In some ways, the relationship is obvi- over, and the TC is now administered by the Canadian Dental Association. Professor Emeritus of Biomaterials, Dal- ous. ISO/TC 159, Ergonomics, defines housie University, Canada. ergonomics (also known as human factors)

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War where improved ergonomics in the been instrumental information technol- of our lives has two potentially negative industrial workplace was seen as a key part in making European ogy ranging from consequences which pose a challenge for of the economic recovery. Post-war, the employers take ergo- personal computers our standards making. focus of ergonomics was on productivity, nomics seriously. As to laptops, netbooks, Firstly, many people now spend far especially industrial output. a result of this link personal digital assis- longer than a typical working day hunched One of the classic ergonomics illustra- to health and safety, tants, tablets and over keyboards or staring at screens. This tions by the pioneer Tom Singleton showed many people now see smartphones. increases the likelihood of them develop- “ Cranfield man ” – a person “ redesigned ” to ergonomics as being Usability and user ing musculoskeletal symptoms and visual suit a specific machine tool (seeFigure 1). focused primarily on interface design discomfort. Trying to recruit people with these rather reducing accidents affect far more peo- Secondly, many people now work at home strange characteristics (just over one metre and injuries. ple today than when or in offices which look more like homes with tall, with one arm longer than the other This health and we started in 1983 coffee bars, rest areas and so on. While most and so on) was clearly not a good solution. safety milestone was where computers people welcome this, the downside is that not a sudden development. It emerged after amount of time and that there was a sig- Usability is the extent to which a product were mainly confined to business. The they are often using computers in less than growing concern in the 1980s over the nificant collective risk for society. can be used by specified users to achieve IBM PC had only just been launched in ideal postures and working environments – Technology can issues the six-pack addressed. One of these In this context, ISO/TC 159/SC 4 developed specified goals with efficiency, effectiveness 1981 and was still expensive for use at the ideal chair for lounging and chatting is contribute directly to our issues, work with display screen equipment, a series of ISO 9241 standards aimed at ensur- and satisfaction in a specified context of use. home, where games and hobby computers not ideal for using a laptop. health and well-being. was the incentive for the formation of ing a minimum ergonomic quality in computer Although efficiency, effectiveness and were beginning to make a mark. ISO/TC 159/SC 4 in 1983 to deal with a new displays (Part 3), computer keyboards (Part 4), satisfaction map closely to productivity and Nowadays, many people use the same work item with the title, Visual information computer workstations (Part 5) and the office safety, they go beyond simply ensuring that technology to run their lives as they use ISO 9241 has been The ergonomics approach, redesigning processing, which had just been approved. working environment (Part 6). technology does not injure its users. User at work. This has two implications for our an influential standard Several years’ work later, this resulted From the start, we recognized that even satisfaction might seem like a luxury to standards : first, the context of use may now the machine tool to suit real people, was across the world. clearly more effective. Applying ergonom- in a six-part standard published under the if someone were provided with the ideal those concerned with work systems, despite have to include social and leisure uses of ics to productivity problems resulted in general title, ISO 9241, Ergonomic require- ergonomic screen, keyboard, desk and the evidence that if people get satisfaction computers ; and secondly, people expect more a boost to industrial output between the ments for office work with visual display environment, the nature of the job could from their work, the quality of their work from using their technology – they increas- 1960s and 1980s. terminals (VDTs). The focus on office work still give rise to problems through long is also likely to be higher. ingly expect it to be fun and pleasurable. The best way of making sure these two reflected concerns in the 1970s and 1980s working hours, repetitive work and so on. In today’s computer-based workplace, issues do not cause problems is to encour- Health and safety about the impact of display screen use on Part 2 of ISO 9241 was therefore developed however, many organizations rely on their Healthy working age people to take frequent short breaks and people’s health. These concerns included to provide guidance on task and job design staff to deliver good customer service. In change their postures. As mentioned earlier, In Europe, ergonomics has more recently the impact on vision and visual health and to mitigate against such problems. my 40 years as an ergonomics and usability So what has this to do with health ? In ISO 9241-2 : 1992 contains just such guidance become part of health and safety legisla- musculoskeletal issues including discomfort We also recognized early on that software consultant, I know that one of the key drivers fact, quite a lot. As far back as 1948, the (among other job and task design issues). tion following the so-called “ six-pack ” of and repetitive strain injury (RSI). played a major part in determining the user’s of customer service is motivated and effec- World Health Organization (WHO) defined This guidance was aimed at employers to European Economic Community directives Health risks associated with visual dis- experience, and so several other parts were tive staff. Ensuring that the technology they health as a state of complete physical, mental ensure they did not create unhealthy jobs. introduced in 1992. Two of these directives play screens had been highly controversial added dealing specifically with broader use is usable is therefore far from a luxury. and social well-being, and not merely the But even when we have the choice and (one concerned with manual handling and with very public claims and counter claims usability and software interface issues. absence of disease or infirmity. freedom to take breaks and move around, one with display screen equipment) have about the nature and magnitude of the risks. ISO 9241 has been an influential standard Technological explosion Technology which is efficient, effective for example at home, there is a tendency However, most across the world and is referenced in many and satisfying to use can, therefore, contrib- for us to forget and get locked into what scientific and reg- countries’ regulations, including the United One of the biggest changes to technology ute directly to our health and well-being. we are doing. ulatory authori- Kingdom’s Health and Safety (Display Screen (and also the work of ISO/TC 159/SC 4) However, the widespread adoption of We all need to take more responsibility ties recognized Equipment) Regulations 1992. A total of 35 in recent years is the explosion of personal computer-based technology in all aspects for our own health and well-being. One that the risks countries take part in ISO/TC 159/SC 4’s aim of the human-centred design standard were relatively work, and many go on to adopt these Inter- (ISO 9241-210:2010) is to ensure users are minor compared national Standards as national standards. fully engaged in the design process – which with such areas should help.  as manufactur- Usability ing and construc- tion work, where One of our most purchased standards is About the author serious injury ISO 9241-210:2010, Ergonomics of human- and even death system interaction – Part 210 : Human-cen- Tom Stewart are still far too tred design process for interactive systems. is Chair of ISO common. This is a revision of ISO 13407:1999. These technical commit- Nonetheless, standards have been widely accepted as tee ISO/TC 159, the arguments in the recommended approach to developing Ergonomics, sub- favour of regu- usable systems, services and products. Our committee SC 4, lation were that definition of usability, which comes from Ergonomics of many more peo- ISO 9241-11:1998, Ergonomic requirements human-system ple were using for office work with visual display terminals interaction. display screen (VDTs) – Part 11 : Guidance on usability, He is also Executive Chairman of System Figure 1 : Cranfield man – a lathe operator redesigned to suit the machine. Based on a figure equipment for explains that usability is about much more in WT Singleton, “ A preliminary study of a capstan lathe ”, International Journal of Production Concepts, one of the largest ergonomics an increasing than making things easy. Research, Volume 3, Issue 3, 1964. and usability consultants in Europe.

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a great impact and driven accessibility standardization in ISO and other standards Accessibility for all organizations. However, accessibility is a broad field and further development is required, as is more support from social and industrial fields. We look forward to working with our partners and the various stakeholders involved and making an even greater impact. 

bodies have developed many accessibility International accessibility standards may standards. These aim to improve older and also target tele-medication systems. disabled people’s access to products and services – and therefore their lives. Revising ISO/IEC Guide 71 Many accessible design standards have been developed by ISO and other interna- The revision of ISO/IEC Guide 71 is cur- tional and national standards organizations. rently underway. A joint technical advisory A number of technical committees have group has been formed and experts invited recently increased the pace of development, to discuss how the guide should be updated both on new standards and revisions to to further encourage standards developers existing standards. and those involved in accessibility applica- Three technical committee working groups tions. The new version is expected to be are taking a leading role developing general published in 2013. or specific standards on accessible design : In addition, an ISO technical report, ISO technical committee ISO/TC 159, Ergo- ISO/TR 22411:2008, Ergonomics data and nomics ; ISO/TC 173, Assistive products for guidelines for the application of ISO/IEC persons with disabilities ; and JTC1/SWG-A, Guide 71 to products and services to address Information technology / Special working the needs of older persons and persons with group on accessibility. disabilities, is being revised to incorporate new technical information. Over recent decades, ISO has paid more Improving the lives of older people Products, services attention to standards related to human life and, particularly positively, on human- and people with disabilities and facilities should be friendly standards that enhance people’s accessible to all. quality of life. ISO/IEC Guide 71 has had by Ken Sagawa and Kenji Kurakata Products designed to maintain or enhance health are big business. Since health and wellness are of great concern to older people, In ISO/TC 159, standards on visual signs About the authors Accessible design involves considering the needs of older people these sought-after products should be as and announcements are being developed to and people with disabilities. This maximizes potential use when de- accessible to older people as everyone else. provide a legible font size in public spaces Ken Sagawa Dr. Kenji veloping products, services, environments and facilities. and audible public announcements. Both will is a Professor at Kurakata A new approach improve older people’s lives and increase Japan Women’s is Leader of the Accessible design and similar concepts, their involvement in society. University in To- Accessible Design such as universal design, design for all and As people become older, they gener- To give another example, since phar- kyo. Prof. Sagawa’s Group at the Hu- inclusive design, emerged in the 1980s. ally become less able to use the (perhaps maceutical packages without Braille could research field is man Technology With ageing populations in many countries, still growing number of) goods, services increase blind people’s risk of taking the visual psychophys- Research Institute the UN adopted the Convention on Human and facilities that are designed mainly for wrong medicine, ISO/TC 122, Packaging, ics and age-related of the National In- Rights of People with Disabilities. younger people or those without a disability. is working with the European Committee changes in visual stitute of Advanced Products, services and facilities should for Standardization (CEN) to develop a functions. He is a Convenor of ISO tech- Industrial Science and Technology, Better access, better health be accessible to all. Accessible design helps new standard. nical committee ISO/TC 159, Ergonom- Tsukuba, Japan. Dr. Kurakata’s research to do this by removing barriers, increasing In the USA, medical diagnostic equip- ics, WG 2, Ergonomics for people with interests are ageing effects on auditory A comfortable, low-stress life improves user comfort and reducing user stress. ment accessibility standards are being special requirements, ISO/TC 159/AG, perception and acoustic design of the human health and wellness. Accessible As a result, ISO/IEC Guide 71, Guidelines developed. By setting design criteria, these Advisory group for accessible design, and human-machine interface. He is Secre- design makes life more comfortable by for standards developers to address the will help people with disabilities to benefit ISO/TC 122, Packaging, WG 9, Acces- tary of ISO/TC 159/WG 2 and Convenor making products, services, environments and needs of older persons and persons with from standardized examination tables and sible design for packaging. of accessibility-related working groups facilities accessible to everyone, including disabilities, was developed in 2001. Since chairs, weight scales and radiological and in ISO/TC 159. He is also an expert of older people and people with disabilities. its publication, ISO and other standards other equipment. ISO/TC 43, Acoustics.

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Your chances of reaching age 100 may be ISO standards contribute to the three better than you think – especially with the dimensions of health and wellness – expanding health and wellness industry. physical, mental and social well-being. Want to live to ISO standards may not guarantee you One only needs to look at the recent becoming a centenarian, but they sure committees created, or standards work 100 ? can help make you feel and look good ! undertaken by ISO, to confirm this. a

Special Report

to alert people with visual impairments when (standardized as ISO 23600:2007, Assistive can complement, but do not replace, the they are approaching a hazard such as the products for persons with vision impair- requirement for tactual information. edge of a platform, a flight of stairs or the ments and persons with vision and hearing Among their advantages, TWSIs can lead end of the pavement and the beginning of impairments − Acoustic and tactile signals users precisely to a destination, can be used the street. They are used in indoor as well for pedestrian traffic lights). to provide information both indoors and as outdoor locations. outdoors, do not require electric power and By providing information for safety and do not require users to purchase or maintain wayfinding, TWSIs improve the confidence, ISO 23599 will enable the any special equipment. independence and quality of life of people TWSIs were originally developed in who are visually impaired. This is achieved safe and secure travel of 1965 by Seiichi Miyake who lived in by enabling them to participate in employ- people with visual impair- Okayama, a city about 550 kilometers ment, social, recreational, educational, ments around the world. southwest of Tokyo. He did this with the cultural and religious activities. cooperation of a friend who was becoming There are other systems and devices for vision impaired. providing wayfinding and safety informa- It is now possible for people who are TWSIs were first installed to indicate tion to people who are visually impaired. visually impaired to use both GPS-based, the location of a pedestrian crossing, but These include accessible signals that use real-time wayfinding information and they are now used to provide information sound and/or vibration to provide informa- some electronic information systems for for wayfinding and safety on railway plat- tion for crossing at pedestrian traffic lights public buildings. Such electronic systems forms, pavements and in public facilities.

1. 2. Tactile walking surface indicators The World Health Organization has reported that the world now has 285 million people with visual impairments, 39 million Making streets safer of whom are totally blind, and 246 million 3. 4. of whom have low vision. Although many for visually impaired pedestrians people who are visually impaired travel independently, wayfinding can be difficult in congested areas and where there are no features that can be used for guidance, for example walls, kerbs and changes in tex- by Hidekatsu Aoki and Seiji Mitani ture such as between pavement (sidewalk) and grass.

The newly published ISO 23599:2012, Assistive products for blind The role of TWSIs and vision-impaired persons – Tactile walking surface indicators, will contribute to high quality and consistency in the use of tactile TWSIs are widely used in many developed and some developing countries to provide 5. 6. walking surface indicators (TWSI). Around the world, this standard wayfinding information to pedestrians who will make urban streets safer for people with visual impairments. are visually impaired. TWSIs are also used TWSIs around the world : 1. in the United Kingdom – 2. in Germany – 3. in Australia – 4. in Hong Kong – 5. in the USA – 6. in Switzerland.

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addition, research was taking place in many experience. However, “ national design countries, and divergent national standards standards should provide for high-quality were being developed. products and consistent TWSI systems The installation of TWSIs is relatively within a country.” expensive, and development of a standard that required the retrofit of TWSIs became Contents of the standard an impractical goal. If visually-impaired pedestrians and travellers have become ISO 23599 includes both technical stand- used to particular types of installations in ards for TWSI surfaces and principles for an area or country where they live, chang- installation. Technical standards include ing them would lead to confusion and loss the shape, dimensions, arrangements and of confidence in the system. spacing of texture elements for TWSIs Nonetheless, development of a standard that have been demonstrated to promote based on the consolidated findings of sci- accurate detection and identification both ence, technology and experience remained under foot and by the use of the long white desirable to encourage consistency in new cane. There is also a technical standard for installations of TWSIs, and to increase luminance contrast, assuring that TWSIs quality of the products. will be maximally visible to people with low vision. Principles for installation are followed Originally, two types of TWSIs were used : A working group was therefore set up by an annex of examples of TWSIs in dif- a pattern of truncated domes to indicate under ISO technical committee ISO/TC 173, ferent situations, including at pedestrian danger ; and a pattern of raised bars to Members of ISO/TC 173, Assistive products for persons with disability, WG 8, Tactile walking Assistive products for persons with disability, crossings, at grade kerbs, railway platforms, surface indicators. indicate a direction to walk. Their benefit to develop standards for TWSIs to ensure stairs, ramps, escalators, lifts (elevators) has been well acknowledged, and their use they would provide effective information and revolving doors. guiding system. In others, attention patterns addition, the comfort and safety of people is now quite widespread. for safety and wayfinding, and would be and guiding patterns are used as a system, with mobility impairments are considered. as consistent as possible globally. but the guiding patterns are not used where This standard gives some choices in areas Travellers who are good natural guidance is provided by features such as shapes, dimensions, arrangements, Consistency is important Challenges involved such as walls, building lines and curbs. formula of the luminance and method of First TWSIs installed at a pedestrian visually impaired installation. This is to give certain flexibility for people who are Around 1990, the first working group crossing (Traffic Safety Research Center. Inc. www.tsrc.or.jp). can have reasonable when considering different national circum- visually impaired. (WG 6) on the standardization of TWSIs Characteristics and use confidence. stances. However, we strongly recommend was established under ISO/TC 173. How- The standard is intended to ensure that best Based on the consolidated findings of sci- that any choices adopted by a country be ever, the work was cancelled and restarted practice is followed by countries that do not ence, technology and experience in various applied consistently throughout that country. Over many years, extensive research in twice because consensus could not be have TWSIs or do not yet have widespread countries, ISO 23599 aims to specify the Explanatory information with each The technical experts engaged in devel- various countries has established that both reached within the ISO time limit. In March installations of TWSIs. Travellers who are most detectable and recognizable shapes, example always begins with the expres- oping ISO 23599 sincerely hope that this truncated domes and raised bars are highly 2012, ISO 23599 was finally completed by visually impaired can then have reasonable sion “ When used… ”. There is, therefore, dimensions and luminance of TWSIs. It also standard will contribute to the consistent use detectable when used in association with ISO/TC 173, working group WG 8, Tactile confidence in the consistent presence, type no absolute requirement for TWSIs to be aims to specify best practice in installation and excellence of TWSIs and, in so doing, typical walking surfaces, and that they are walking surface indicators, under the chair- and meaning of TWSIs as they travel from used in all types of locations. to ensure wayfinding and safety of users enable the safe and secure travel of people distinguishable from each other. manship of Dr. Shigeru Yamauchi of Japan. one country to another. ISO 23599 recognizes that national who are blind or who have low vision. In with visual impairments around the world.  The lengthy development period for this The scope of the standard says that “ it standards vary in the types of situations Standardization needed standard occurred largely because, both is not intended to replace requirements and or locations requiring TWSIs. This may before and during the standard’s develop- recommendations contained in…national Since 1965, TWSI surface textures have be because of specific construction design About the authors ment, the use of TWSIs was becoming standards, regulations and guidelines ” based been modified, and systems of installation and materials (such as for pavements) and increasingly widespread and varied. In on the findings of science, technology and have become somewhat varied, not only special physical, climatic and/or social Dr. Seiji Mitani Hidekatsu Aoki between countries, but also within coun- situations in different countries. holds the Sec- holds the Sec- tries. Multiple patterns, sizes, colours and Two textures (patterns) are used for retariat of ISO retariat of specifications of materials and systems for TWSIs. An “ attention pattern ” comprises technical commit- ISO/TC 173/WG 8. installation can now be found. truncated domes or cones, and is used tee ISO/TC 173, He worked at the However, consistency is important when primarily to indicate hazards and decision Assistive products Product Safety providing tactile information for people points. A decision point may be at the for persons with Technology Center who are visually impaired. These people intersection of two guiding paths, or at a disability, work- of the National In- are unable, or have limited ability, to use change of direction along a guiding path. ing group WG 8, stitute of Technol- vision to confirm information about the A “ guiding pattern ” comprises raised bars Tactile walking surface indicators. He has ogy and Evaluation in Japan from 2004 environment. and is used to guide visually-impaired been working at the Product Safety Tech- to 2011. Mr. Aoki holds a Bachelor of When different TWSIs are used in differ- pedestrians to particular places such as nology Center of the National Institute of Mechanical Engineering from Hiroshima ent ways from one place to another, there pedestrian crossings, entrances to buildings, Technology and Evaluation in Japan since University in Japan. is a high probability that pedestrians with lifts and other amenities. 1993. Dr. Mitani holds a Doctorate of visual impairments will find them confusing, In some countries, attention patterns and Welfare Technology from the University and may not use them effectively. Two main patterns of TWSIs : “ Attention ” pattern and “ Guiding ” pattern. guiding patterns are used as a continuous of Tokushima in Japan.

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left alone as a personal responsibility. The • Time use state must, therefore, create the conditions Time is a significant but limited and an enabling environment for pursuing resource. Time-use studies show Are you happy ? collective happiness and well-being. what people actually do in their In Bhutan, the four priority “ pillars of lives, including how much time is GNH ” are : spent on work and labour (including • Sustainable and equitable socio-eco- child care) within households, both nomic development at a point in time and over a period of time. This information is used to • Conservation of the environment design inclusive and balanced eco- • Preservation and promotion of culture nomic and social policies. • Promotion of good governance • Cultural diversity and resilience This is important in maintaining a Understanding GNH diverse cultural identity. To understand people’s perceptions in this area, the The four pillars have been further awareness of cultural elements such classified into nine indicators to increase as language, sense of identity, core understanding of GNH, and to reveal the values, beliefs, norms and customs, holistic range of GNH values. They are : and participation in various cultural • Psychological well-being activities, are assessed. Psychological well-being is defined • Good governance in terms of the internal experience of Good governance is important as individuals and their own perception government policies, projects and pro- Many faces Measuring the well-being of a population of life. Both momentary moods and grammes have a direct impact on soci- long-term states of mental well-being In its goal of meeting basic human needs imperatives and social structuring, there ety. Since state control helps achieve by Phuntsho Wangdi are considered. This indicator reflects – particularly ensuring happiness and well- may be only superficial acceptance of GNH. common objectives, these indicators actual experiences such as the quality being – Bhutan’s government has developed The fact is, even wealthy individuals help ensure governance performance, of relationships, the regulation of emo- nine GNH domains and 33 well-being-related n seeking a sustainable balance between materialistic and spiritual and societies can be dissatisfied with life. deliver effective public services and I tions and whether feelings of isolation indicators. GNH indicators serve as evalu- growth, the Kingdom of Bhutan has developed the idea of Gross Nation- In today’s highly competitive consumer- provide fundamental rights. and depression pervade daily life. ation tools to track developmental progress based economy, peoples’ lives are ever al Happiness (GNH). Now a key part of Bhutan’s overall Development • Community vitality over time ; and they serve as a link between more regulated, time-bound and tied to • Health Philosophy, GNH is central to ensuring the happiness of its people. Community vitality examines commu- GNH concepts and actual implementation responsibilities. At the same time, there Identified as a strong determinant of nity relationships and interactions. The in policies and programmes. seems to be very little room for love, kind- happiness, the enhancement of public Happiness is a human’s physical and mental indicator helps to understand the vari- GNH’s many faces include wisdom, Happiness explained ness, compassion, sympathy and respect. health is a state priority. The Royal well-being. As the ultimate goal, every human ables required to maximize community insight, kindness towards others, self- Put simply, happiness comes to you when Government of Bhutan ensures every hopes to achieve happiness individually and Having understood this basic human well-being. restraint and appreciation of things as they you make others happy. This is achieved by citizen benefits from free healthcare. collectively. But how is it achieved ? need – happiness – His Majesty King Jigme • Ecological diversity and resilience are, helping to free us from constant grasp- harmoniously combining wisdom, compas- • Education People in general may argue that happi- Singye Wangchuck has, since 1972, made This is important as we depend on dif- ing and greed. By incorporating GNH in its sion and self-restraint. These sensibilities are Education improves literacy, know­ ness depends on economic growth, culture, GNH the guiding philosophy of Bhutan’s ferent life forms and the environment development, Bhutan is continually seeking derived largely from Buddhist philosophies. ledge, skills, creativity and human race and religion. However, the basic factors development. In these four decades, research, for our survival. The indicator is used the right balance between materialistic and GNH is a holistic approach towards all- capital, and in this manner helps to driving happiness are in fact largely the studies and conferences have taken place to assess environmental parameters spiritual growth.  round economic and social development alleviate poverty. This indicator not same in any location or socio-economic to develop this concept. such as air quality, water quality and that gives equal importance to the physical, only tries to assess achievements environment. GNH is a unique philosophy stimulating the effective use of land. a huge shift from conventional consumer- emotional, and spiritual aspects of well-being. made through conventional education, About the author based development. It aims to achieve a It recognizes that individual well-being but also seeks to measure people’s • Living standards A higher standard of living is usu- Every human hopes to balance between material and spiritual will be achieved sustainably if happiness is acquired knowledge and expertise, Phuntsho Wangdi ally the most important goal of all. achieve happiness indivi- growth, maintaining people’s happiness pursued in the context of the greater good including historical, cultural, civic and is Director General However, rising incomes may only as a core criterion. Article 9 of the consti- of society, and it believes that it cannot be ecological knowledge and skills. of the Bhutan dually and collectively. increase happiness and well-being to tution of the Kingdom of Bhutan states : Standards Bureau a certain level. “ The State shall strive to promote those (BSB), ISO It has been demonstrated that increases in conditions that will enable the successful member for the Gross Domestic Product or Gross National pursuit of GNH.” For Bhutanese people, country. Prior to References : Product do not necessarily make people hap- GNH is not an optional extra but central joining BSB, he pier. In fact, higher incomes and wealth may to the constitution. • GNH Centre for Bhutan Studies (CBS) – July was in Bhutan’s induce further wants, cravings and desires In market-oriented western societies, 1999 Department of Roads until June 2008. that hold back the growth of happiness. GNH may be interpreted and construed • GNH CBS – 2004 ; GNH CBS 2009 Mr. Wangdi holds a degree in Civil Happiness is what each of us values the as an overwhelmingly individualistic cul- • The Centre for Bhutan Studies : GNH website Engineering from the Punjab Engineering most. Governments and institutions must ture in which happiness is deemed to be (www.grossnationalhappiness.com) College, India, and is one of the Board therefore develop the means to deliver merely quantitative and emotional. Since • Conference Proceedings : Second International Directors of SARSO (the South Asian services based on GNH. exotic curiosity cannot blend with current Conference on GNH – 2005 Regional Standards Organization).

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Planet ISO Planet ISO

App version Two ISO technical reports will be published of ISO later this year on : Simpler, faster and better access Focus+ • Packaging and the environment – Chemi- magazine cal recovery now • Packaging material recycling – Report to information on ISO standards available on substances and materials which may impede recycling. The ISO 18600 series on packaging and the Simpler, faster and better access to information on ISO environment will deal with general require- standards is the aim of the new edition of ISO’s Website, ISO has ments, optimizing the system, reuse, material which has been fully revised with customer focus and released an recycling, energy recovery, organic recycling Global human resource standards readability in mind. app version and composting. The second plenary of ISO/TC 260, The new Website puts users first. The layout and con- of its flagship The standards look at how each aspect Human resource management, will be held tent have been specifically designed to help visitors find magazine ISO of packaging relates to another, both before to coincide with the World Human Resource information quickly and easily, in any device. Focus+ for the iPad and tablets and after its use. Retailers and manufacturers Congress in Melbourne, Australia, on 26-27 ISO Secretary-General Rob Steele comments : “ This is running on Androïd. This free application will take responsibility for their role in the September 2012. another example of ISO’s continual goal to be “ simpler and will make key information and knowledge sustainable innovation.  The ISO committee will explore HR prac- faster and better ”. We are very excited about the project and about ISO and ISO standards more acces- tices around the world with a view to adopting hope visitors will enjoy navigating through our new site ! ” sible to users. Financial summit uniform standards in areas such as terminology, Today, most of us access the Internet through a variety measurement and governance. The American “ By creating a friendly, easy-to-use applica- ISO technical committee ISO/TC 68, of platforms. The new ISO Website adopts a “ one-Web ” National Standards Institute (ANSI) and tion for tablets, we are opening our magazine Financial services, met in Chicago, USA, approach. Its fluid and responsive layout flexibly adapts Standards Australia (SA), ISO members for to a larger audience, making it more conveni- in May 2012. to different resolutions, browsers and screen sizes, so the USA and Australia respectively, are the ent for readers who like to access content in A number of important issues were on the that no matter how users access the site (desktop, laptop, joint hosts of the meeting. this way, ” says Nicolas Fleury, Director, ISO agenda, including the revision of ISO 20022 tablet, smartphone, etc.), they can read it comfortably and The director of HR standards with the US Marketing, Communication and Information. on the universal financial industry message easily. The new site is also much easier to navigate than Society for Human Resource Management Features of the new app : scheme, its current publication timeline and its predecessor. (SHRM), Lee Webster, said that the meeting • Available in English and in French expected plans for implementation. The new “ Another area where you will see a big difference is “ will not only be a fabulous opportunity to • Access to the latest issue of the magazine edition of ISO 20022, consisting of eight parts, the content, ” says Luigi Principi, Manager, ISO Web further define and advance the practice of • Access to archives (all issues since Janu- is scheduled for publication later this year. Information Services. “ We started by looking at what human resource management, but will also ary 2010) The meeting also discussed the publica- users were doing and built our new site based on that. occur in an environment where an assembly tion of ISO 17442 on Legal Entity Identifier Our goal was to increase understanding of what ISO • Advanced search functionality of other global experts are sharing their wis- (LEI). The new standard provides a global does, and how it does it, without losing our audience to • Intuitive navigation dom about how to make workplaces more solution for the accurate and unambiguous endless information.” • Share interesting articles with colleagues effective and humane. Clearly the centre identification of entities engaged in financial The site adopts a completely new approach to content and friends of the HR universe will be in Melbourne in transactions. It is the first ISO standard for management. Developers started by creating a series of No Internet access needed once an issue September.” • the financial services industry to be adopted “ ideal ” user profiles by aggregating statistics from ISO’s has been downloaded The national president of the Australian by global regulators. old Website. The profiles helped identify ISO’s core online Human Resources Institute (AHRI), Peter • It is free.  Reports were given on the progress of work audience, their goals and needs – from the occasional visi- Wilson, agrees that “ by holding the ple- in mobile banking, ISO 9362 on the Business tor who wants the answer to a quick question, to regular nary standards meeting in Australia during Identifier Code (BIC), ISO 4217 on currency and experienced users. All the information on the site has September, the committee has chosen to be codes, ISO 6166 on International Securities been fully edited to make it more relevant and accessible. in the right place at the right time. This is Identifying Number (ISIN), and ISO 10962 To access the new Website, go to www.iso.org.  a first for much-needed HR standards that on classification of financial instruments The ISO team has been working hard to launch the new ISO Website. will cross borders, and it is very pleasing to standards, including readiness to proceed see the presence of a high level of collabora- with Registration Authority arrangements tion. There will be plenty of interest in the for ISO 18773 and ISO 18774 on financial deliberations of the committee and congress QR-Code QR-Code instrument short name and abbreviations. delegates will eagerly look forward to hear- to the app version to the app version Finally, an advisory group was created ing a report on its findings.” of ISO Focus+ of ISO Focus+ to assess arrangements for ISO Registra- AHRI is hosting the 2012 World HR for Android. for Apple. tion Authorities and to compile a set of Congress (HRIZON) in Melbourne with a recommendations.  mandate from the World Federation of People The whole package : how not Management Associations (WFPMA).  to leave a mark on the environment Chicago skyline. At a recent plenary meeting in Seoul, Republic of Korea, ISO's technical committee ISO/TC 122, Packaging, and its subcommittee SC 4, Packaging and environment, ushered in the beginning of a new era in global manu- facturing and distribution. Up until now, the process which creates packaging has made its elimination an enor- mous challenge. The environmental aspects of packaging will now be taken into account throughout the supply and recycle chain thanks to the publication of ISO standards and other deliverables.

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CDC Consumers,CDC Developing – Consumers, Countries, ConformityDeveloping Assessment Countries, Conformity Assessment

a pre-plenary workshop was arranged for • Give guidance on the policies and the surveyʼs accuracy and to obtain results developing countries. The workshopʼs goal practices that national standards bodies that more precisely reflect the reality of Societal security was to update developing country experts (NSBs) should establish over the use, the market. on the committeeʼs current work and to adoption and referencing of Interna- To this end, ISO, with help from members promote the uptake and implementation tional Standards on the basis of the of the International Accreditation Forum Increasing the participation of standards already published on societal trainersʼ practical experience (IAF), has been able to draw up an updated 2) th security . This was the 4 pre-plenary • Give guidance and hands-on experi- list of around 1700 accredited certification of developing countries workshop organized back-to-back with the ence in drafting references to Inter- bodies located all around the world. ISO/TC 223 committee meetings. national Standards, whether as part In addition to an improved methodology, Thirty-one participants from 19 countries of voluntary standards or of technical the questionnaire sent to the certification attended this workshop : Argentina, Bolivia, regulations bodies has been slightly modified to also China, Côte dʼIvoire, Cuba, Egypt, Indo- include ISO 50001:2011, Energy manage- nesia, Kenya, Malaysia, Mauritius, Peru, Participants in the course on “ Adopting This course provided participants with ment systems – Requirements with guidance Serbia, South Africa, Sri Lanka, Tanzania, and referencing International Standards ” the opportunity to exchange and share for use. Thailand, Trinidad and Tobago, Uganda in Burkina Faso. experience. It also helped NSBs, which had The collection of data started in April and and the host – Colombia. already adopted International Standards, to the final results of the survey will be known The three previous pre-plenary workshops Adopting and increase their knowledge and, in the process, in August. As with previous years, the main were held in Bali, Indonesia (2008), Ekurhu- it provided a solid base for other NSBs. findings will be available free of charge on leni, South Africa (2009) and Bangkok, referencing Participants were urged to comply with ISOʼs Website and the full detailed CD will Thailand (2010). The Developing Countries the provisions of ISO/IEC Guide 21 on be on sale at the ISO store.  Participants in the ISO pre-plenary workshop in Bogotá, Colombia. Contact Group (DCCG) leadership and International the regional or national adoption of Inter- ISO/TC 223 working group convenors and national Standards, and other international Laurent Charlet is Project Manager, Standards ISO Committee on conformity assessment (CASCO), by Martin Chesire a competitive selection process in col- other experts drawn from the committee deliverables, and to report their progress to laboration with the ISO/TC 223 secretariat. ISO Central Secretariat. A key output of the ISO Action Plan for membership, assist in the delivery of the in Burkina Faso ISO and IEC. Preference is given to participating mem- Developing Countries, both previous and workshops.  The course was organized by ISO bers (P-member category) and candidates current (2011-2015) versions, is the provi- by Pascale Mienville under the patronage of Bernard Zougouri, have to satisfy a strict technical profile. Martin Chesire is Programme Manager, sion of sponsorships to developing country the Secretary-General to the Ministry of Continued support is contingent upon the Capacity Building, Development and Training Services, A regional training course on, “ Adopting members of ISO for participation in ISO Commerce, Industry and Craftsmanship, ISO pilots new member establishing and maintaining a ISO Central Secretariat. and referencing International Standards ”, technical committee meetings associated with representing the Minister.  national committee (also referred to as was held in Ouagadougou and hosted by course for chairs new areas of standardization. This output is a national mirror committee) involving FASONORM, ISO member for Burkina Faso. Pascale Mienville is Manager, among the priority actions undertaken by the relevant stakeholders. Twenty-seven representatives from 15 Institutional Relations Department, by Glenn Bosmans ISO Development and Training Services to Since the launch of this sponsorship pro- French-speaking African country members AFNOR International. realize ISOʼs strategic objective to enhance A new training course for ISO chairs gramme, the developing country membership of ISO which are also involved in Interna- the “capacity and participation of developing and convenors was held in May 2012 at the in the committee has increased from 25 to 37. tional Electrotechnical Commission (IEC) countries in international standardization”. Central Secretariat in Geneva, Switzerland. Out of these 37 members in the committee, activities, attended the course in March Since 2007, a sponsorship programme The pilot included the participation of 28 25 hold P-member status. Table 1 below 2012. Representatives from the West has been implemented with funding sup- individuals, comprising six chairs and 22 indicates the changes in membership of African Economic and Monetary Union port provided by the Swedish International ISO survey on MSS convenors from Belgium, Canada, France, ISO/TC 223 and the sponsorships provided. (WAEMU), Mr. Koffi NʼGoyet, Director Development Cooperation Agency (Sida) Germany, India, Italy, the Republic of Korea, Overall, through the sponsorship pro- of Direction de la Normalisation et de la certification to enable developing country experts to Malaysia, the Netherlands, Sweden, Swit- gramme, 27 developing country members Promotion de la Qualité (DNPQ), and attend meetings of ISO technical committee zerland, the United Kingdom and the USA. of ISO/TC 223 have attended at least one Ms. Adélaïde Belemsigri, Officer in charge by Laurent Charlet ISO/TC 223, Societal security 1). In addition, A range of key skills were highlighted of the committee meetings. Furthermore, of the Regional Secretariat of Standardiza- the programme involves the organization How many ISO 9001 certificates were including knowledge of ISO procedures, in the last two years for each committee tion, Certification and Quality Promotion of regional workshops to raise awareness issued in, for example, Brazil, or in the running effective meetings, consensus- meeting held, at least seven sponsorships (NORMCERQ), were also in attendance. of the committeeʼs work, and pre-plenary USA or in South Africa in 2010 ? Is the building, together with negotiation and have helped some developing countries The training course was intended to dem- workshops to give updates on ongoing number of certificates increasing every leadership techniques. The course uses a attend meetings systematically. 2) ISO/TC 223 has recently published two lead- onstrate the potential value of using ISO committee work in order to help them better year ? Which sector has the greatest num- variety of instruction techniques including During the last plenary meeting, organized ing standards : ISO 22320:2011, Societal security and IEC standards as a basis for technical participate in future meetings. ber of ISO 9001 certificates ? What about role-plays, quizzes, Q+A sessions, job-aids in Bogotá, Colombia, in May 2012 by ISO – Emergency management – Requirements for regulations, and how such standards could The sponsorship programme finances incident response ; and ISO 22301:2012, Societal ISO 14001 certificates on environmental and experience-sharing discussions. member ICONTEC – Instituto Colombi- be used by governments to underpin good the participation of full ISO members. security – Business continuity management sys- management systems ? These are just The course was facilitated by Gra- ano de Normas Técnicas y Certificación, tems – Requirements. regulatory practices. These sponsorships are provided through some of the questions the next ISO survey ham Holloway, former chair of over 60 More specifically, the training courseʼs on management system standards (MSS) national standards committees, as well as goals were to : 2007 2008 2009 2010 2011 2012 certification will reveal and more. ISO/TC 157, Non-systemic contraceptives 1) ISO/TC 223 was first initiated in 2001 under • Help participants understand the bene- Total ISO/TC 223 members 52 52 57 59 62 66 The ISO survey has been issued on an and STI barrier prophylactics. the title Civil defence. At the end of 2005, its title fits of adopting International Standards was changed to Societal security. ISO/TC 223 de- annual basis and continuously improved to Participants provided positive and con- velops International Standards that aim to increase Developing countries 25 26 30 31 33 37 as regional or national standards reveal a broad range of information on ISO structive feedback with 96 % of respondents societal security, meaning protection of society Sponsorships provided 7 7 14 18 18 16 • Explain the methods for adopting management system standards certificates. stating they would recommend the course from, and in response to, disruptive incidents, International Standards (and other This year, a particular effort was made to to other ISO chairs or convenors. emergencies and disasters caused by intentional Developing country P-members 14 15 18 21 24 25 and unintentional human acts, natural hazards and documents) as regional or national revise the methodology for the collection of The need for training of ISO chairs technical failures. Table 1 : Changes in membership of ISO/TC 223 and the sponsorships provided. standards (or documents) data in order to increase, as far as possible, and convenors – particularly in terms of

36 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 37 a

CDC Consumers, Developing Countries, Conformity Assessment

Nutrition was another key issue raised for Africa, and Kenya just took the lead for new works on nutrition within ISO/TC 34. KEBS Managing Director Eva Oduor said Africa must participate in the formulation of standards. She also urged that nutrition be included in the standards list because of the prevalent lack of proper nutrition in Africa. Two interactive workgroups gave partici- pants the opportunity to share their views and experience in smaller numbers, and allowed everyone to share and express their opinions. During the seminar, a WebEx connection allowed a live, interactive follow-up to the seminar, with simultaneous translation and slides presented both in English and French Participants at the ISO training course on marketing and promotion in Saint Lucia. to cater to a wider audience (e.g. the French- networks as new tools for the promotion of speaking African countries) and improve the Marketing and standards and to introduce the new products dissemination of information. promotion training developed by the ISO Central Secretariat Participants at the first pilot training course for chairs and convenors in Geneva, Switzerland. The outcome was positive with the reg- such as, for instance, the Online Browsing istration of at least 17 African countries in Saint Lucia Platform (www.iso.org/obp). leadership and consensus-building skills ISO technical committee ISO/TC 34, Food such as coffee, cocoa or milk products. with ISO/TC 34 and a proposed action The participants immediately under- – was highlighted at the 5th ISO Chairs products, held its third plenary meeting in Participants shared their experiences and plan to promote the future of food safety in by Nicolas Fleury stood the power and the potential, both for Conference in June 2011 and through the Nairobi, Kenya. Preceding this meeting, ISO their knowledge, allowing different national Africa and in its sub-regions, thanks to the themselves and their customers, of the new ISO Living Lab project.  and the Kenya Bureau of Standards (KEBS), practices to be benchmarked. assistance and cooperation of international The first 2012 edition of the series of applications developed using the eXtensible ISO member for Kenya, organized a two- Question-and-answer sessions were very and regional organizations and stakeholders. seminars on the marketing and promotion Markup Language (XML). The challenge Glenn Bosmans is Programme Manager, day workshop on the theme “ Standardsʼ useful in helping participants better under- As François Falconnet, Chair of of ISO standards was held in Saint Lucia, Participation in ISO technical work, for the ISO Central Secretariat is to provide stand the roles of the different organizations ISO/TC 34, pointed out in his opening Development and Training Services, contribution to the food sector in Africa ” at the invitation of the Saint Lucia Bureau the best support to ISO members so that ISO Central Secretariat. that was jointly supported by the generous and how to contribute to their work and remarks to the plenary session : “ Organ- of Standards (SLBS), ISO member for the they can harness the full potential of such financial contributions of the Swedish Inter- gain benefits from the assistance provided izing this meeting in Africa falls in line country. technology. This is one of the reasons why, national Development Cooperation Agency to improve national practices in the food with ISO/TC 34’s policy of promoting the The seminar was part of a training from one seminar to the next, the course (Sida) and the Physikalisch-Technische sector. For instance, discussions led by participation of developing countries ; the programme developed by the ISO Central content changes. A workshop Bundesanstalt (PTB). major cocoa bean-producer countries such strong African representation in our audi- Secretariat to enhanceProgramme the capacity of Wednesday 18 April 2012 The workshop was opened by the Minister as Ghana, Cote dʼIvoire, Cameroon and ence is indicative of the great interest you developing countries to disseminate ISO 09:00 Mi ' The price mix ercoles 18 de abril 2012 of Industry and Evah Oduor, the managing Nigeria showed the importance of quality have shown in the work of standardization standards and publications.• Use of Annex (part 8 tothree) ISOIt POCOSA is intended dedicated 2005 (incl. exercices) 09:00 La mezcla de los precios • Utilización del Anexo 8 de ISO 10:30 Coffee and tea break (tercera parte) and sustainability for the sector in Africa. and, through the choice of this venue, we POCOSA 2005 director of KEBS. It highlighted the importance (incluyendo ejercicios) to help ISO members11:00 become familiar with The place mix 10:30 Pausa – café y té to the food sector 11:45  11:00 of the food sector in Africa as a major export were able to increase your participation ”. and implement the existingLunch proceduresLa mezcla to de la plaza 13:45 11:45 Participants at the ISO regional workshop on The promotion mix Almuerzo • Presentation of ISO’s marketing for the continent. Therefore, ensuring food promote standards, increase their dissemi13:45 - 15:15 La mezcla de la promoción in Africa the food sector in Nairobi, Kenya. Coffee and tea break • Presentación del sitio de web safety and security, as well as productivity nation and meet customer15:45 expectationsde marketing in de ISO Summary, questions and answers, closure 15:15 Pausa – café y té • Responsibility of the ISO/CS and the ISO members and sustainability, is of prime importance for their countries. This course also helps15:45 Resumen,them preguntas y respuestas, • Contacts at the ISO/CS clausura • Responsabilidad de ISO/CS 16:45 Africaʼs population of 1 billion people. Food to gain further knowledgeEnd of day 3 about the basicy de los miembros de ISO • Contactos en ISO/CS 16:45 safety is important at all levels of the food principles of copyright protection and FinISO’s del día 3 chain, from farm to fork, in terms of exports policy in this respect. Programme Programme Wednesday, 25 April 2012 ISO regional course on Marketing and Promotion Speaker as well as for local consumption. About 30 participants, representing of International Standards. Time Session Topic • Daniel Acuña 16-18 April 2012 (Almacafé, Colombia) 13 Case studies and experiences : Vieux Fort, Saint Lucia 09:00 This April 2012 event, presented by 18 countries, were welcomed by Sherry 1. Coffee – ISO/TC 34/SC 15 • Prudence Asamoah-Bonti (GSA, Ghana) Curso regional sobre la comercializaci 'on 2. Cacao – Quality and sustainability ISO/TC 34/WG “X” 09:30 14 • The Ghana team international experts and regional speak- Constantine, Director of SLBS, and by y la promoci 'on de normas internacionales (ISO 2451) : (GSA, Ghana) • Thomas K. Osei a. Review of the ISO standard on ts cocoa beans : International Organization del 16 al 18 de abril de 2012 process, challenges and bene for Standardization – www.iso.org Vieux Fort, Saint Lucia b. Cacao : quality and sustainability Standards contribution ers, offered the opportunity to have an Emma Hippolyte, Minister for Commerce, c. The importance of cocoa and challenges for the sector Santa Lucia Bureau of Standards to the food sector in Africa www.slbs.org.lc Break • Prof. Andrew Aganga 10:30 overview of the food supply chain, exposed Business Development, Investment and sh, eggs and their products – ISO/TC 34/SC 6 (Meat Inspection Training Centre, Programme_Marketing St Lucia_AR_FIN 4. Meat, poultry,  ISO/TC 34 – Food products plenary meeting 10:50 15 Botswana, SC 6 Chair) AL.indd 2-3 • Ton Gerssen the links and differences among the vari- Consumer Affairs. During this three-day (SC 5 Secretary , NEN, 5. Milk and milk products – ISO/TC 34/SC 5 11:00 16 The Netherlands) An overview of standardization and standards in the dairy sector with special emphasis on basic analytical methodology ous international players, and reviewed the seminar, the participants learnt about for milk and dairy product monitoring • Gladys Ombongi (KEBS) et al. 17 6. Panel : ISO work on nutrition – New developments 11:30 challenges, opportunities and solutions that aspects related to the dissemination of 2012-03-30 11:09:11

Q&A 12:20 18 Lunch • Facilitators a coherent implementation of standards ISO standards, to customer requests for 12:45  cation of possible areas of work, Group work – Identi 14:00 19 This course took place in April, and the infrastructure and priorities for countries and sub-regions and practices can provide to countries in authorization to reproduce their content, and Break • Facilitators 15:00 next edition of the seminar is scheduled Group work (cont.) 15:20 20 Africa. Experiences and best practices were to copyright protection matters. The course Conclusions and end of workshop 17:00 for October 2012. presented, drawn from leading countries in allowed participants to share experience ISO regional workshop For more information, contact Hotel Intercontinental, Nairobi, the implementation of standards in several and consolidate links with their marketing Kenya, 24-25 April 2012 [email protected].  fields involving ISO/TC 34 subcommittees. and sales colleagues from ISO members The different presentations were very and the Central Secretariat. Swedish International Nicolas Fleury is Director, Physikalisch- Development Cooperation Technische Agency International Kenya Bureau Bundesanstalt much appreciated, as they provided use- The seminar also provided trainers with Marketing, Communication & Information services, Organization for of Standards www.sida.se Standardization www.ptb.de 2012-04-16 15:06:26 www.kebs.org www.iso.org ful information on different food sectors, the opportunity to explore the use of social ISO Central Secretariat.

Workshop_Nairobi_April 2012.indd 2-3

38 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 39 a

Management Solutions Management Solutions

The following Management makeover Box 2 : Current status of the harmonization MSS were published New format for future ISO management system standards ISO 30301:2011, Information and documentation – Management systems before the TMB for records – Requirements decision and no (Harmonized with Annex SL) decision on revision has been taken ISO 22301:2012, Societal security – Business continuity management systems – Requirements ISO 22000:2005, (Harmonized with Annex SL) Food safety management systems – ISO 20121:2012, Event sustainability management systems – Requirements Requirements for any organization with guidance for use in the food chain (Harmonized with Annex SL) ISO 28000:2007, ISO 39001, Road-traffic safety (RTS) management systems – Specification for security Requirements with guidance for use management systems (Currently being prepared for FDIS ballot with publication for the supply chain scheduled for September 2012 and in line with Annex SL) ISO 30000:2009, ISO/IEC 27001, Information technology – Security techniques – Ships and marine technology – Ship Information security management systems – Requirements recycling management systems by Stefan Tangen and Anne-Marie Warris documented information, to the use of IT (Revision is currently being prepared for DIS ballot – Specifications for management and other tools to illustrate what is being with publication scheduled for 2013, and in line with Annex SL) systems for safe and environmentally SO has just completed work to provide identical structure, text and done. The new text recognizes the use of sound ship recycling facilities I the broad concept of risk and the need ISO 55001, Asset management – Requirements ISO/IEC 20000-1:2011, common terms and definitions for management system standards of to understand risk in the context of the (Currently on CD ballot with publication scheduled for 2014 the future. This will ensure consistency among future and revised management system. It also encourages and in line with Annex SL) Information technology – Service management – Part 1 : Service management system standards and make integrated use simpler. everyone to view preventive action as a ISO 16125, Fraud countermeasures and controls – management system requirements It will also make the standards easier to read and, in so doing, be broader concept than simply preventing Security management system – Requirements understood by users. an incident from re-occurring. (Currently on CD ballot with publication scheduled for 2013, ISO 50001:2011, and in line with Annex SL) Energy management systems – Three management system standards to integrate their specific technical topics No challenge is too big Requirements with guidance for use have already been published in this new and requirements. Box 1 includes the high harmon­ized format with another seven on level structure and examples of definitions Any change represents challenges and the way. Both ISO 9001 and ISO 14001 and identical text. opportunities. And this is no exception. Over the next few months, we will promote will follow the new outline during their What next ? About the authors revision process. New requirements understanding of what this change means to avoid confusion and improve understanding It will take a few years before all exist- There are subtle language issues such as Dr. Anne-Marie Dr. Stefan Tangen Why ? among the affected technical committees, ing management system standards have the change from document and records to Warris, is the Secretary as well as among the users of the standards. been fully harmonized. However, there ISO has over the years published many with 12 years of JTCG and has were an impressive number of standards management system standards for topics of experience in been involved in Box 1 : Examples from the new Annex SL that used the new format as it was being ranging from quality and environment to standardization, is standardization for developed. information security, business continuity the Chair of Joint seven years. He is High level structure : Two of ISOʼs flagship management sys- management and records management. Technical Coor- also the Secretary tem standards have launched their revision Despite sharing common elements, ISO • Clause 1 – Scope • Clause 6 – Planning dination Group of ISO/TC 223, processes (ISO 9001 and ISO 14001) and management system standards come in many (JTCG), and Chair Societal security, • Clause 2 – Normative references • Clause 7 – Support both will use the new format for their revi- different shapes and structures. This, in turn, of ISO technical committee ISO/TC 207, and works as a project manager at SIS, sions. Box 2 sets out the list of standards results in some confusion and difficulties • Clause 3 – Terms and definitions • Clause 8 – Operation Environmental management, subcom- Swedish Standards Institute. Dr. Tangen that have used the new approach. at the implementation stage. • Clause 4 – Context of the organization • Clause 9 – Performance evaluation mittee SC 1, Environmental management holds a PhD in Production Engineering. The Joint Technical Coordination Group systems. Dr. Warris is responsible for • Clause 5 – Leadership • Clause 10 – Improvement From theory to practice (JTCG) is responsible for the development ensuring that Lloydʼs Register Marine Example of identical definitions : of the document at the request of the ISO Division listens to, and supports, relevant Technical Management Board (TMB). All technical committees developing Organization, interested party, policy, objective, competence, conformity. stakeholders in the environmental arena. management system standards have to fol- JTCG plans to collect information on She is a chartered engineer and chartered low Annex SL in the new consolidated ISO Example of identical text : user experience in 2012. It is available environmentalist through The Energy Supplement. Annex SL harmonizes structure, “ Top management shall ensure that the responsibilities and authorities for relevant to answer any questions from standards Institute. Dr. Warris holds an MBA from text and terms and definitions, while leaving roles are assigned and communicated within the organization.” writers, although users should initially ask London Business School, a PhD in Com- the standards developers with the flexibility their standards developing community.  bustion from Imperial College, London.

40 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 41 a

Management Solutions

the KPI that establishes a new maximum acceptable performance level for the pro- Management cess, below HT – the area between HT and ST is the degree of freedom. To achieve excellence in performance, we enlarge the degree of freedom by continually enhancing systems the process and reducing the ST value, so whenever we face any variation or anomaly in process performance, we never breach the HT. We apply this approach to all our pro- integration cesses to reach excellence in performance.

Lesson 3 : integrating security Present at Shabakah Netʼs ISO 9001, ISO/IEC 27001 and ISO/IEC 20000 certification award Five lessons learnt via ISO/IEC 27001 ceremony were (from left to right) Abdul Aziz Omar Karamah, Executive Secretary to the CEO ; Haitham Abdul Kader, Key Account Manager ; Attieb Khalil, Regional Sales Manager ; Abdul by Saudi Arabian Understanding and conforming to Aziz Khan, Key Account Manager ; Mohammed Hamada, Corporate Account Manager ; Husam ISO/IEC 27001 elevates the security standard Alrashed, CEO ; Abdul Ghaffar M. Saeed, Sales Director ; Mohammed Al Shorihy, Data bar and leads us to innovate two important Centre Technician ; Saad Abdel Razek, Quality Manager, and Mohammed Al Hassan, Public ICT company Relations Manager. our ,(نامتك) ”policies, first is “QITMAN security policy. QITMAN is an Arabic satisfaction. Its objective is to proactively decision-making tree by involving by Husam A. Alrashed and word meaning secrecy and confidentiality. avoid any issues that may affect customer interested parties responsible for each our ,(ءرد) ”Osama Elmeligy The second policy is “DARAA satisfaction, and dramatically enhance process (governance). The involve- Mohammed Al Shorihy, Shabakah Net Data Centre Technician, monitors service continuity risk management approach, based on the ment of multiple parties enables us to and server status at the companyʼs ISO 9001, ISO/IEC 27001 and ISO/IEC 20000-certified Arabic for prevention, and for avoiding and customer satisfaction KPIs to ensure that make our decisions more reliably and Since its inception in 1998, headquarters in Riyadh, Saudi Arabia. mitigating the impact of a potential risk. We we provide the best possible service. accurately, and makes those parties Shabakah Net has pioneered the talk of “ integrating security ” rather than and highlight the five key lessons learnt Lesson 2 : going beyond conformity Lesson 5 : enhanced decision-making “ implementing a security standard ”, because more responsible and accountable. provision of Internet services in from the process. to excellence process we feel that information security must be 3. We have become a responsible data- the Kingdom of Saudi Arabia, driven, decision-making organization. Lesson 1 : organizational culture We learned from implementing an inte- an integral part of our decisions, policies, Factual decision making is one of the eight and has evolved into an integrated grated management system that performance practices, services and relationships, and part Quality Management Principles in ISO 9000. As a result, we have raised the quality information and communications Implementing an integrated management and process improvements have no limita- of our total responsibility. In our company Guided by those principles, we have improved of our decisions by basing them on technology (ICT) service provider systems model that conforms to ISO MSS has tions, so we saw it as a platform towards security is visible, audible and practiced via our decision-making process in three ways : complete, accurate, and timely data. liberated us from old constraints by helping excellence in performance and a means a thorough understanding of ISO/IEC 27001. 1. Shabakah Netʼs integrated manage- capable of delivering complete the organization to evolve new concepts and to continually improve our processes. Our ment system enhanced how we gather Greater customer satisfaction, end-to-end technological and aspects in the information technology (IT) approach is to measure every activity or pro- Lesson 4 : enhancing customer and analyze data by dealing with the higher revenues operational solutions to its cus- environment. This has enabled Shabakah cess by using KPIs to judge our performance.­ satisfaction root cause instead of symptoms. We Net to enhance its managed services, service We have established two important values Implementing Shabakah Netʼs rigorous tomers across several industries – Previously we used a customer survey have established an internal policy for quality and security level, and control its key for each KPI – the hard (HT) and soft (ST) and robust processes in conformity with aided by ISO management system model to measure customer satisfaction, keeping and controlling records – the performance indicators (KPIs) to meet busi- thresholds. The HT is the maximum value integrated ISO 9001, ISO/IEC 27001 and and by analyzing the survey input, we took main source of our organizational standards (MSS) integration. ness needs more effectively. The end result of the KPI, and represents a barrier that must ISO/IEC 20000 management standards immediate action to resolve any issues of data. This policy affects the quality is that we enhance customer satisfaction by not be breached if we are to achieve accept- has elevated our products and services to dissatisfied customers, converting them into of our decision making, and promotes From early 2011, Shabakah Net has fulfilling their requirements more closely. able performance for the process. a higher level of competitiveness and sus- satisfied customers. However, using this complete, accurate, and timely records. based its business processes on the ITIL Then each time we enhance a process, tainability. As a result, we have not only model meant we solved problems reactively, (Information Technology Infrastructure we set the ST, a new maximum value for 2. We have restructured our organi- enhanced customer satisfaction, we also Library), eTOM (enhanced Telecoms Shabakah Net’s integrated which cost us financially and in other ways. zational chart based on the inte- increased company revenue in 2011 by Operations Map), and Six Sigma busi- Shabakah Netʼs integrated ISO MSS ISO MSS changed our grated model and have changed the 57 % in a very competitive ICT market.  ness management frameworks. Shabakah Enumerate changed our way of thinking about customer was also the first Saudi ICT company way of thinking about KPIs satisfaction, so we decided to shift to a to be awarded ISO 9001:2008 (quality), customer satisfaction. proactive model by continually improving About the authors ISO/IEC 27001:2005 (information security) Add/remove Submission our processes and policies to maintain the and ISO/IEC 20000-1:2011 (information KPIs KPIs customer satisfaction indicator within the Husam A Alrashed Osama Elmeligy technology service management) certifi- To implement the standards, we applied a predefined target. is CEO of Saudi is Convenor of the cations in recognition of its management set of processes tailored from best practice The proactive model enables us to Arabian in- ISO/WG SR Arabic practices and customer-focused processes. ITIL and eTOM frameworks, and changed regularly identify and monitor any single formation and Translation Task This integrated ISO management stand- decision-making priorities at all levels of the Refine KPIs Analyze KPIs issue causing customer dissatisfaction, communication Force and Chair- ards-based system has elevated our products company (company values). By conforming and ensure we take the appropriate action system integration man of Egyptian and services to a higher level of competi- to ISO MSS, our employees have become in time to avoid cost to our organiza- company Shabakah management tiveness and sustainability. familiar with these processes and values, Action plans tion. Figure 1 illustrates Shabakah Netʼs Net (husam@ system training and In this article, we review the experiences and have changed the way they perform customer satisfaction life cycle, starting shabakah.com.sa). human resource of Shabakah Net in implementing the ISO their jobs within the new organizational Figure 1 – Shabakah Netʼs proactive from the enumeration of KPIs through the development company TOTAL Consult- MSS in an effective and efficient manner, culture and behaviours. problem-solving model. continual process of enhancing customer ing ([email protected]).

42 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 43 a

Standards in Action Standards in Action

Over the years, DHL staff has increased their awareness of quality and the environ- DHL ment and the value of standards. An added benefit for DHL is the awareness by its customers and other stakeholders that the How ISO standards deliver company is a reliable partner, working with known and proven standards. Roman Bisig : As with DHL Express Switzerland, DHL Freight Switzerland implemented and obtained official cer- tification to ISO 9001 in 1995 followed by certification to ISO 14001 in 2005. The benefits of these two management system standards are numerous, but the most important is the process itself. This process-driven approach helps us to better describe, analyze and improve the existing way of doing business. Photo : DHL

ISO Focus+ : It was recently announced DHL Airbus A300-B4-200 freight aircraft at DHL Express hub in Leipzig, Germany. that DHL would become the official partner of Denmark’s European Union presidency supplying all ministers with financed through the company’s carbon efficient vehicles, use rail and intermodal GOGREEN services and sustainable fund. To date, ISO 50001 and ISO 26000 transport, and support DHL staff in their products. Can you briefly describe this are being applied. use of public transportation. project ? How do ISO standards for ISO 14001 supports GOGREEN for the Photo : DHL environmental management (ISO 14001), setting of environmental targets. ISO 14001 energy management (ISO 50001) and The benefits of these also helps set, execute and control the social responsibility (ISO 26000) align two management system processes in order to meet legal regulations Chris Hillis : DHL Express Switzerland hris Hillis, Managing Director of DHL Express Switzerland, and with your GOGREEN initiative ? standards are numerous. and other requirements with respect to our C has been working with quality standards environmental targets. Roman Bisig, Managing Director of DHL Freight Switzerland, sit for more than 30 years. In 1995, DHL was Chris Hillis : GOGREEN means accepting responsibility for the environment and the down with ISO Focus+ to discuss the role of International Standards officially certified to ISO 9001. Since then, Roman Bisig : DHL Freight improves CO ISO Focus+ : E-commerce has revolution- world we live and do business in. It is a 2 DHL in Switzerland continually improves efficiency in areas such as building infra- ized delivery services contributing to faster and how the company benefits. programme aimed at significantly improving its management system along with the structure, network design, fleet management and easier delivery. How are International International Standards developed by ISO. our CO2 efficiency. Within GOGREEN, we ISO Focus+ : For DHL, the company’s and employee engagement. Let me give Standards facilitating this evolution ? Can International Standards offer this com- In 1995, DHL Express Switzerland suc- are committed to minimizing environmental greatest growth came in the 1980s when you a few relevant examples in each area. you please comment on how ISO stand- mon language and help to secure a valid cessfully passed the ISO 14001 certification. impacts with specific measurable initiatives. it expanded into countries that could not We try, as often as possible, to use ards for bar code technology and RFID and proven understanding of procedures Both sets of standards play an important In addition, we offer the GOGREEN be served by any other delivery service. In district heating systems for our buildings, provided added value and improved your and business principles. DHL recognizes role in our daily business practice, and service which secures the offsetting of the context of trade globalization, what the importance of standards which enable reduce unnecessary kilometers, drive more business processes ? strongly support the continual improve- CO2 emissions due to door-to-door ship- is the strategic importance of Interna- proper controls, together with the flexibility ment of our quality and environmental ments. The offsetting is done via selected tional Standards for a global company to grow an efficient and reliable interna- management systems. carbon offsetting projects which are such as DHL ? tional network. Roman Bisig : International Standards are of the highest importance to us, both internally International Standards and externally. We continuously improve Photo : DHL are of highest our internal procedures by implementing clearly structured processes and, by so DHL importance to us. doing, help to minimize errors. This leads to increased profits, satisfied customers and DHL is one of the global market leaders in the logistics industry and “ the logistics legal requirements being met (e.g. list of company for the world ”. DHL commits its expertise to international express, air and ocean Chris Hillis : The challenges around the applicable laws). At the end of the day, we freight, road and rail transportation, contract logistics and international mail services to globe and in emerging DHL branches, are have a competitive advantage by meeting to always focus on a common language customers’ requirements. its customers. A global network composed of more than 220 countries and territories (together with tremendous growth) and to and about 275 000 employees worldwide, offers customers superior service quality prevent too much national diversification ISO Focus+ : Can you describe the use and local knowledge to satisfy their supply chain requirements. DHL accepts its social in terms of local handling and procedures, made by DHL of ISO 9001 and how responsibility by supporting climate protection, disaster management and education. whilst still keeping alive and even foster- has this evolved over the years ? What DHL is part of Deutsche Post DHL. The Group generated revenue of EUR 53 billion in 2011. ing entrepreneurial momentum and a “ we concrete benefits has ISO 9001 brought can do it ” attitude. the company ?

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Standards in Action

You never know what an unhappy customer is capable of. Photo : DHL DHL employee delivering GOGREEN items.

Chris Hillis : In e-commerce, we bench- us to optimize our processes and reduce the mark our solutions against best practice ISO 14001 supports number of requests and consignment searches. and strive to maintain our first-place posi- We can control the consignment from its tion – according to our annual customer GOGREEN for the setting entry into our warehouse to the delivery surveys – in the logistics industry. For us, of environmental targets. to the customer. The evaluation of key applying standards is complementary to the performance indicators (e.g. exception benchmarking approach we drive. management) brings an important added Roman Bisig : We are working with a track- deliveries to our customers at any time, and value and improves our business processes. Standards ing system (EAN 128) to better serve our indicates the status of their consignments RFID is not yet used within DHL Freight for sustainable customers’ needs. It enables us to ensure during the shipment. This, in turn, allows Switzerland.  development

About the authors Photo : DHL Chris Hillis Roman Bisig Fortunately, ISO has a system for complaints handling. is the Managing is the Managing Director of DHL Director of DHL Even the best organization can’t expect ISO 10001:2007, Quality management Available from ISO national member Express Switzer- Logistics/Freight all its customers to be satisfied all the – Customer satisfaction – Guidelines institutes (listed with contact details land. He joined Switzerland. He on the ISO Website at www.iso.org) time. And complaints can provide ben- for codes of conduct for organizations DHL in the Middle joined DHL in and from the ISO Central Secretariat efits. Complaints can give an organi- Webstore at www.iso.org/isostore East in 1991 and 1981 in Iraq as or e-mail to [email protected]. held several man- Delegation Man- zation valuable information about how ISO 10002:2004, Quality management agement positions ager. Between 1984 its products and services are perform- – Customer satisfaction – Guidelines for in Bahrain and Egypt. In 1996, he was and 2004, he held several commercial ing. Positive treatment of unhappy cus- complaints handling in organizations appointed Field Support Manager of the and executive positions in Zurich, Paris tomers can increase their loyalty. Three International Organization for Standardization DHL European Regional Office. In 2000, and Athens. In 2004, Mr. Bisig was ap- ISO standards offer a comprehensive ISO 10003:2007, Quality management – he joined DHL Express Switzerland and pointed Managing Director, DHL Freight framework for complaints management Customer satisfaction – Guidelines Central Secretariat 1, ch. de la Voie-Creuse led the Operations department before Switzerland and has headed up the Swiss – from prevention, through handling for dispute resolution external to Case postale 56 DHL Express envelope. becoming Managing Director in 2011. freight business since then. to dispute resolution. organizations CH-1211 Geneva 20

46 ISO Focus+ July-August 2012

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360° 360°

good market surveillance programmes can traceability of goods throughout the supply protect consumer health and safety, combat chain, design with safety first, monitor the fraud and prevent product misrepresentation. market and promote market surveillance. “ The ISO Strategic Plan 2011-2015 rec- Counterfeiting ognizes that the advice and involvement of Nothing to declare consumer stakeholders is essential to ISOʼs overall performance and success, ” explained “ Customs is at the very center of the and fraud the Chair of ISO/COPOLCO, Norma McCor- battle against counterfeiting and fraud,” mick, “ ISO/COPOLCOʼs mandate is to ensure said Mr. Watisoni Rauicava, National that the concerns of consumers are taken into Manager, Border Control, Fiji Revenue account in ISO standards. We provide a forum and Customs Authority. to identify and recommend to ISO new and However, officers do not always have current areas of interest to consumers.” sufficient experience and knowledge. Close collaboration between government agencies A bigger issue and the private sector is essential to share information and best practice in order to Consumers around the world, but par- detect and capture counterfeit goods at the ticularly in poor and remote areas, have Chair of ISO/COPOLCO, Norma McCormick (left), and Fijiʼs Attorney General border. As the World Customs Organization been victims of double labeling, imita- and Minister for Industry and Trade, Aiyaz Sayed-Khaiyum, receive garlands of honour Secretary General said in a congress on the tion, incomplete information, deceptive at the ISO/COPOLCO workshop. subject, “ Each of us has a part to play, but packaging, false claims, and misleading we must play our part together ”. population will take the risks associated “ If the price is too good to be true, ask or inadequate measurements. “ The Pacific with fake goods if legitimate ones are unaf- yourself why, ” added Doug Geralde, Regu- region has been an easy target for traders Solutions ahead fordable. Solutions must address specific lator Relations Advisor at the Canadian exporting low cost, sub-standard, and coun- Standards Association. His own advice to terfeit products, ” said Attorney General local challenges, and education is crucial Partnership and cooperation are at the very consumers included checking packaging and Minister for Industry and Trade Aiyaz for both consumers and business. heart of the ISO system, which brings all and labeling, acting on recalls, informing Sayed-Khaiyum in his opening address. Participants concluded that counterfeiting stakeholders together to develop practical manufacturers about failures and buying “ I urge you to consider … why these and fraud were fuelled by : global solutions. Two ISO committees are from reputable sources. goods are so easily peddled, ” he added. “ It is • Rising volume of global trade and particularly relevant : not just an issue of unscrupulous companies e-commerce • ISO/PC 246, Anti-counterfeiting tools and marketing tactics, but it is also one of • Lack of consumer awareness and Trade in counterfeit • ISO/TC 247, Fraud countermeasures enforcement, adequate resources and, of information and controls course, poverty… Demand creates supply.” products amounts to • Involvement of organized crime For example, fines that are dispropor- over USD 500 billion The standards being developed by these tionately high will open the door to bribery • Minimal and inconsistent enforcement annually. committees will help prevent, detect and and corruption. Similarly, an impoverished and penalties control identity, financial, product and other • Consumer demand and economic forms of social and economic fraud. By pressures driven by high prices and But he emphasized that responsibility for promoting strong authentication and secu- poverty. fighting counterfeiting starts with manufac- rity, these standards will bring confidence How do consumers know turers and distributors. “ If you have a global to consumers, government and industry. We are part of the problem brand, chances are there is a knock-off ISO 12931:2012, Performance criteria what they are getting ? somewhere in the world, ” warned Mr. Ger- for authentication solutions used to combat Yet consumers must also make informed alde, recommending that they facilitate the counterfeiting of material goods, developed by Maria Lazarte and responsible purchasing decisions, urged Ms. McCormick. “ We must recognize that we, as consumers, are part of the problem. From medicines to airplane parts, trade in counterfeit products Therefore, it is important that we become amounts to over USD 500 billion annually – about 5 % to 7 % of part of the solution.” world trade – and the numbers are growing every year. The results Participants emphasized over and over are dangerous goods, premature failures, more expensive legitimate again that consumers have a responsibility to be informed and vigilant. Counterfeiting products and a loss of confidence. So how can consumers trust claims and fraud endanger our safety and that of made by manufacturers and sales people ? Are enforcement agencies our families. So what can we do ? Take doing their job ? How can ISO help ? photographs. Recognize quality marks. And if something does not add up, ask, advised These were the questions asked at the Industry and Trade in Nadi, Fiji, in May 2012. Rae Dulmage, Director Standards Depart- annual workshop of the ISO Committee on Over 145 representatives from consumer ment at Underwriters Laboratories Canada consumer policy (ISO/COPOLCO), which organizations, public authorities and industry – an organization whose aggressive stance looked at, “ How do consumers know what from more than 20 countries came together against counterfeiting, involves education, they are getting ? ” hosted by the Ministry of to discuss how International Standards and A misleading advertisement in Fiji. enforcement and partnerships. Brainstorming ideas and solutions during a break-out session.

48 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 49 a

360° by ISO/PC 246 has already been published. Short measure through lack of transparency, manipulating marks, can provide consumer protection The standard will help organizations of all – particularly important as pre-packaged Another area where we can develop solu- technology to distort results (e.g. taximeters) types and sizes to validate the authenticity goods now dominate retail food purchases, tions is through metrology – the science of or simply by using inappropriate quanti- of material goods. ISO/TC 247 is currently increasingly crossing borders. measurement, explained John Birch, AM ties. For example, petroleum is sold by working on two standards : Honorary Board Member, International volume not energy content, but temperature • A security management system for Organization of Legal Metrology. Standard- variations can result in up to 2 % effective Acting on promises fraud countermeasures and controls short measure. ized measurements can be used to protect “ To promise is one thing, to deliver is • An anti-counterfeiting track and consumers against short measure and fraud. What can be done ? Standard size packag- another. Proof in the form of conformity trace method using unique identifier Throughout history, fraud has been ing and requirements, clear and appropriate assessment is needed, ” emphasized Olivier numbering endemic in trade measurements, whether quantity labeling, unit pricing and quality Peyrat, Director General of AFNOR, ISO member for France. The ISO Committee on conformity assess- Prime Minister of Fiji opens ISO consumer plenary ment (ISO/CASCO) has developed numerous standards and guides on testing, inspections Emphasizing the importance of consumers and management system implementation to the economy and the need to ensure their to ensure that consumers know what they Break-out sessions allowed participants to exchange thoughts and ideas. safety and well-being, the Prime Minister of are getting. “ For those companies that are too recent, too small or too remote, good Be aware Even some of the authorities donʼt know Fiji, Mr. Josaia Voreqe Bainimarama, officially conformity assessment, preferably against this, ” said Guillermo Zucal, from IRAM, opened the 34th plenary of the ISO Committee Education and information are crucial, an International Standard, can help achieve ISO member for Argentina. Although the underlined participants. One advocate was on consumer policy (ISO/COPOLCO). consumer confidence, ” said Mr. Peyrat. country has systems in place to protect Premila Kumar from the Consumer Council of Some 94 participants from 23 countries He also suggested that implementation consumers, the biggest challenge is rais- Fiji, who highlighted the plight of the Pacific attended the event which took place in of ISO 26000 on social responsibility, can ing awareness of the issues among the islands, which are far from the countries that May, in Nadi, Fiji, hosted by the Ministry promote consumer trust. general population, such as the existence manufacture many of the goods that they of compliance marks. of Industry and Trade. use, and therefore particularly vulnerable. Market surveillance But Arnold Pindar, from ANEC, the Euro- “ Our hosting of the ISO/COPOLCO meeting pean consumer organization, believes that a is another commitment of my Government’s Conformity assessment standards can single mark is not the solution. Consumers place will to enhance consumer protection be used in market surveillance, one of the Education and more trust in brands, retailers and advice from and enforce standards nationally, and to solutions that participants agreed upon, was information are crucial. friends than in certification marks. All laws collaborate internationally, ” said Prime essential to address counterfeiting. and regulations are worthless without effective Governments should increase the regulatory market surveillance and enforcement, he said. Minister Bainimarama. Prime Minister of Fiji Josaia Voreqe Bainimarama (left) and ISO Vice-President (policy) Sadao Takeda receive garlands to honour their presence at the opening of the ISO/COPOLCO plenary. power of market surveillance and consumer Ms. Kumar explained that if a product “ I must congratulate ISO/COPOLCO for protection, advised Graeme Drake, speaking is recalled in another country, the Pacific What ISO can do its unwavering commitment to promoting on behalf of the United Nations Economic islands are not always informed. And often, consumer interests and ensuring they are addressed at a global “ Given the increasing complexities and relevance of consumer-related Commission for Europe (UNECE). He also products are labelled in languages they do Participants concluded that international level. For the past 33 years, ISO/COPOLCO has made a tremendous issues, such as fraud and the trading of counterfeit products, this emphasized that International Standards for not understand. She also called for improved cooperation is essential to fight counterfeiting contribution towards policies that strengthen consumer safety week’s meetings are very timely for consumers around the world, ” he market surveillance terminology can make it market surveillance, enhanced consumer and fraud. They called for better practices in border protection, sharing of information within through standards development and the promotion of fair trade concluded, highlighting the value of these discussions to enhance global easier for countries to work together. involvement and strong deterrent measures, and across countries (for example, for product and environmentally safe products.” standards and practices, while giving impetus to national systems. “ Non-compliance and counterfeiting are such as compensations to users. increasing and becoming more difficult to Indonesia has introduced a Consumer recalls and seizures), increasing awareness He added that consumers were among the first to call for the Thanking the hosts, ISO Vice-President (policy) Sadao Takeda said, detect, ” he said. UNECE is working to Protection Law addressing regulation, sur- among consumers (including risks and where development of standards for environmental management, resulting “ It is proof of your great commitment that despite the damage counter these trends by making recom- veillance and education, said Nus Nuzulia to seek recourse), and more transparency and in the ISO 14000 series. Consumers were also at the forefront caused by the recent floods in your country, you have offered us mendations to governments, developing a Ishak, from the Indonesian Ministry of Trade. traceability throughout the supply chain. of ISO’s decision to develop an International Standard on social a warm and excellent welcome.” database of market surveillance authorities, She explained that market surveillance is So how can ISO help ? ISO standards provide practical solutions that can be imple- responsibility (ISO 26000). Mr. Takeda then went on to highlight the benefits of the ISO system promoting best practice and raising aware- the joint effort of the government, society mented all over the world to address the needs Addressing the needs of all stakeholders – including consumers as a medium for seeking solutions on behalf of all stakeholders, ness. He emphasized the importance of col- (consumers) and consumer protection NGOs. laborating with ISO, and invited increased Carlos Amorin from ABNT, ISO member of industry, government and consumers. They – is key when developing policies and standards to ensure multi- including consumers. “ What makes ISO so effective is that it cooperation with ISO/COPOLCO. for Brazil, highlighted the challenges faced by harmonize efforts, spread best practice and level engagement, credibility and tangible outcomes, explained provides a non-political, non-partisan platform. Standards are the country, such as its large territorial exten- increase confidence. Participants therefore the Prime Minister. Not only does this ensure market-relevance, developed through open, transparent processes by representatives Real (left) vs. fake (right) : spot the missing sion and the low level of consumer claims. suggested that ISO tackle the following areas but enhances consumer confidence, while enabling goods and of the people that need them, implement them, are affected by “ Made in USA ” logo and “ Genuine ” label. However, with a system in place for inspec- in the fight against counterfeiting and fraud : services to circulate freely within and across borders. them – and who can review and continually improve the results tions and conformity checking, Brazil ensures • Additional guidance on market But the Prime Minister warned, “ This requires all countries to of their implementation, ” he said. a high level of conformity and compliance. surveillance commit and adhere to internationally acceptable standards and Drawing attention to the valuable role of ISO/COPOLCO, Mr. Takeda • Comparative testing practices.” He emphasized that in today’s globalized trade and concluded, “ Consumers are both a compass and a driving force for To mark or not to mark ? • Consistent classification and formats standards development, your discussions and recommendations commerce practices, there must be international collaboration, “ All products must comply with standards for reporting and sharing incident data citing as an example the ISO/COPOLCO plenary. during this plenary will help strengthen ISO’s efforts.” and must have a mark. But consumers donʼt on a global scale.  know this, so they are not looking for it. Maria Lazarte is Assistant Editor, ISO Focus+.

50 ISO Focus+ July-August 2012 51 a Sustainable events withSustainableSustainable ISONew Releases 20121New Releases events events with with ISO ISOComing Up20121 20121 Sustainable Justevents out with Efficiency ISO 20121 for sustainable events management Sustainable events Clean cookstoves to save lives

by Roger Frost of the Olympic Games and Paralympic Exposure to smoke from traditional Sustainable events with ISO 20121Games. The Head of Sustainability, David cookstoves and open fires causes two Stubbs, comments : “ London 2012 is proud million premature deaths annually, with SO has just published a new standard to support the organizers of 0121 women and young children among the I to have been the catalyst for ISO 20121. Sustainable events withevents of all types – sporting, business,ISO cultural, political – in inte20121- This is a piece of legacy with the potential most affected. To reduce this risk and grating sustainability with their activities. to transform how events around the world facilitate the large-scale adoption of with ISO 20121consider their economic, environmental clean cooking solutions, stakeholders and social impacts.” have recognized the need for an Inter- The standard takes the management national Standard to define criteria for systems approach familiar to thousands cookstove performance. of organizations worldwide through the In June 2012, a major step was taken Sustainable events withsuccess of standards such as ISO 9001 for clean, efficient and safe cookstoves, ISO 20121 with the approval of an ISO Interna- Sustainable events with(quality management) and ISO 14001 (environmental management). tional Workshop Agreement (IWA) ISO 20121 has been created by the event ISO IWA 10:2012, Guidelines for Sustainable eventsSustainable with events with evaluating cookstove performance.  industry for the event industry. More than Sustainable events with 30 countries and liaison bodies participated ISO 20121 in the work. ISO 20121 Fiona Pelham, Chair of the ISO team of fficiency has come to the forefront as IEC, ISO and ITU leaders in their WSD 20121 experts who developed ISO 20121, com- E ISO Focus+ global challenges like sustainability and 2012 message. Sustainable events with Sustainable events with ISO ments : “ The development process has been financial uncertainty require that organi- “ International Standards are powerful The electronic edition (PDF file) of Sustainable events with led by members of the event industry from ISO Focus+ is accessible free of zations get better results with less waste. tools for helping organizations capitalize around the world who have experience of Efficiency refers to the ability of an on their potential in the global marketplace. charge on the ISO Website www. event management and sustainability leader- organization to achieve objectives with Developed by experts from around the iso.org/isofocus+. In addition, the ship initiatives. Among its key benefits are : optimal quality and minimal waste, world, they contain internationally harmon­ entire collection of previous issues of • Best business practice expense, or unnecessary effort. It helps ized best practice which can be used to ISO Focus+ editions, plus ISO Focus It makes sense to take an organized, organizations maximize profits and meet measure, compare and increase efficiency (2004-2009), plus ISO Management processed approach to managing their goals, and is key to success in today’s and reduce waste. Systems magazine (2001-2009) economic, environmental and social challenging and competitive economic “ For example, by providing common is also available free of charge as impacts. In addition, what gets moni- environment. specifications, International Standards enable electronic files. tored and measured gets reduced, so International Standards are crucial for products, services and technology from there are likely to be lower overheads. promoting efficiency, which is why the different vendors to fit together like pieces ISO Update SustainableISO 20121 events withISO• Reputational20121 advantage theme of this year’s World Standards Day in a puzzle. They support interoperability Sustainable events withUsing a recognized international (WSD) is “ Less waste, better results – and compatibility, providing a solid base The ISO Update, a monthly sup- framework will enable leaders in sus- Standards increase efficiency ”. This is for developing innovations and facilitating plement to ISO Focus+ is available SustainableISO 20121:2012, events Event sustainability event withcan also generate negative economic, tainability to demonstrate their actions also the subject of the special report of the market access to new products. They ensure electronically (PDF) in both English management systems – Requirements with environmental and social impacts, such as in a credible and transparent way.” September 2012 ISO Focus+. that countries, organizations, regulators www.iso.org/isoupdate and French guidance for use, is suitable for ensuring that material waste, energy consumption and WSD is organized annually on the 14 and researchers do not have to reinvent the www.iso.org/fr/isoupdate. events, ranging from local celebrations to strains on local communities. ISO 20121:2012 was developed by ISO October, by the three sister organizations wheel, and can invest in other priorities.” The ISO Update informs readers “ mega events ” such as the Olympic Games ISO 20121 provides the framework for project committee, ISO/PC 250, Sustain- making up the World Standards Cooperation The September 2012 issue of ISO Focus+ and Paralympic Games, leave behind a posi- identifying the potentially negative social, ability in event management. It is available – the International Electrotechnical Com- will showcase a number of examples of about the latest developments in tive legacy. The standard is relevant to all economic and environmental impacts of from ISO national member institutes (www. mission (IEC), ISO and the International standards that are making a difference, the ISO world, including ISO member members of the event industry supply chain events by removing or reducing them, iso.org). It may also be obtained directly Telecommunication Union (ITU). such as innovative additive manufactur- bodies’ CEO and address changes, including organizers, event managers, stand and capitalizing on more positive impacts from the ISO Central Secretariat, through the “ In today’s highly competitive and ing, environmental efficiency, credit card draft standards under circulation, as builders, caterers and logistics suppliers. through improved planning and processes. ISO Store or by contacting the Marketing, complex world, the issue of sustainability, transactions and project management. well as newly published, confirmed Conferences, concerts, sporting events, Among the stakeholders who have Communication & Information department viewed from an economic, environmental Find out how International Standards not or withdrawn standards. It also in- ([email protected]).  exhibitions and festivals can offer a wide provided input to the development of the and societal perspective, means that busi- only make good business sense, but con- cludes a list of upcoming technical range of public, local community and standard are members of the sustainability nesses must be more efficient across a wide tribute to a more efficient and sustainable Roger Frost is Head of Communication Services, ONLINE committee plenary meetings. economic benefits. However, staging an team for the London Organising Committee ISO Central Secretariat. range of measures and issues, ” say the world in the September issue ! 

52 ISO Focus+ July-August 2012 ISO Focus+ July-August 2012 53 1

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