European Standards help businesses to improve quality of services
CEN Study published
Summary - Introduction to the study
This report sets out the findings of a study to explore the implementation of service standards and to assess their impacts on service providers and users. Technopolis Group carried out the study during 2011 on behalf of CEN. The specific aims of the study were to gather and analyse information on existing European standards in the services field and the way in which they have been used, collect feedback from relevant stakeholders on their knowledge of the existence of and the use of European service standards, to develop case studies of organisations that are using European service standards and which document the impact and benefits they have gained, and to identify any recommendations or highlight any lessons that can be learned.
Study on the implementation of service standards and their impact on service providers and users
Final report submitted by Technopolis Group
James Stroyan, Neil Brown