STANDARDS IN FOCUS...Standards support quality and global trade in services

STANDARDS IN FOCUS…Standards support quality and global trade in services

Jan 31, 2016 News

According to the World Trade Organisation, “services are the largest and most dynamic component of the economies of both developed and developing countries. Important in their own right, they also serve as crucial inputs into the production of most goods.”
Not only do services represent the fastest growing sector of the global economy, they also account for more than half of global output, one third of global employment, and nearly 20% of global trade.
In both our personal and professional lives, few could deny the vital importance of services. Whether they are targeted at individuals, like hairdressing or personal financial planning, at companies, such as IT services, or at entire communities, such as healthcare, services are found in all fields and can be provided in person or online, locally or globally, by large or small organisations. Sometimes they take the form of public services, business-to-business or business-to-consumer. The range of possibilities is extremely diverse.
With the increasing development of the service sector, there is a growing demand for standards to support quality, communication and good practices. These are particularly important, as in the service industry “goods” are intangible and performance heavily reliant on human factors. More often than not, customers do not know exactly what to expect until the service is delivered.
Two of the key issues regarding services are often the challenge of clearly identifying customer expectations and being able to measure their satisfaction. Do service providers deliver on their promises? Can customers understand what is being offered, and what can be done when a service does not meet expectations?
Against this background, the International Organisation for Standardisation (ISO) platform has developed the ISO Guide 76 for services directed at consumers. This was done by identifying a series of questions to be asked about all aspects of services including service engagement, service delivery and service elements, such as communication, personnel and billing.
The service industry may greatly benefit from standards such as the ISO Guide 76. Not only can such standards open broader markets, but also service companies applying them can enjoy increased customer confidence and satisfaction. Public authorities, too, will profit from globally consistent performance indicators and terminology when they provide, delegate or regulate services.
But the ones who will derive the greatest reward are the customers, who will no longer venture into service proposals the way we draw lottery tickets and will be in a better position to compare offers and assess performances.
The Guyana National Bureau of Standards (GNBS) is equipped to offer the necessary technical assistance to companies desirous of implementing the ISO 9001 Quality Management Systems Standard in their operations. This standard can greatly enhance the quality of goods and services offered by our local companies to consumers.
For further information on this subject, contact the GNBS on telephone numbers: 219-0065 or 219-0064.

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STANDARDS IN FOCUS…Standards support quality and global trade in services

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