EU Standardization & EU Service Standardization

Transcription

1 EU Standardization & EU Service Standardization Dr. Betty Xu Seconded European Standardization Expert in China (SESEC) 7 th Sept 2015

2 EU Standardization & EU Service Standardization Content Table 1. SESEC III Overview and SESEC Partners 2. European Standardization System 3. European Service Standardization 4. A Glance at Intellectual Property Management and Service Standardization in Europe Title of event Date (yyyy-mm-dd) 2

3 EU Standardisation & EU Service Standardisation SESEC III Overview and SESEC Partners SESEC III expert visit CESI

4 SESEC Seconded European Standardization Expert in China (SESEC) The Seconded European Standardization Expert in China (SESEC) is a visibility project cofinanced by The European Commission (EC) The European Free Trade Association (EFTA) secretariat and the three European Standardization Organizations CEN, CENELEC ETSI Title of event Date (yyyy-mm-dd) 4

5 The European Commission The European Commission (EC) is the executive body of the European Union responsible for proposing legislation, implementing decisions, upholding the treaties and day-to-day management of the EU. Website: There are 28 members 24 official languages SESEC III main partner is Directorate General Enterprises and Industry of EC. ( funded almost 80%) Title of event Date (yyyy-mm-dd) 5

6 EFTA The European Free Trade Association (EFTA) is an intergovernmental organisation set up for the promotion of free trade and economic integration to the benefit of its four Member States. EFTA Member States are Iceland, Liechtenstein, Norway and Switzerland European countries; None EU members EFTA sign treaty or agreements with European Union like trade, laws, regulations Switzerland signs separate agreements or contracts with European Union Title of event Date (yyyy-mm-dd) 6

7 3 European Standardization Organizations CEN European Committee for Standardization CENELEC European Committee for Electrotechnical Standardization ETSI European Telecommunications Standards Institute 7

8 Vienna, 1991 (>30%) Dresden, 1996 (>75%) Similarities and Differences National standards bodies National committees Industry (80%) Public sector, users, R&D (20%) Extra EU +/- 30% Industry, federations, academia Hervé GAUTHIER SESEC III Training introductory session ( ) 8

9 CEN & CENELEC World CEN & CENELEC 33 Members Affiliates (17 CEN, 14 CLC) Partner Standardization Bodies (4 CEN, 1 CLC) Partners (8 CEN, 11 CLC) Other types of liaisons (100+) >400 Technical Committees ~ published documents Hervé GAUTHIER SESEC III Training introductory session ( ) 9

10 Who are we? CEN & CENELEC Members 10

11 Facts and figures 410 CEN/CLC Workshop Agreements European Standards 516 CLC Technical Bodies CEN Technical Bodies 537 Technical Specificatio ns 487 Technical Reports Experts 419 CEN/Technical Committees 108 CEN/CLC Technical Committees ) 11

12 ETSI ETSI, the European Telecommunications Standards Institute An independent, not-for-profit organization based in the technical park of Sophia Antipolis in the south of France ETSI has over 750 members from 63 countries and across five continents. ETSI publishes between 2,000 and 2,500 standards every year. Since its establishment in 1988, it has produced over 30,000. These include the standards that enable key global technologies such as GSM, 3G, 4G, DECT, smart cards and many more standards success stories. Title of event Date (yyyy-mm-dd) 12

13 EU Standardisation & EU Service Standardisation European Standardization Systems SESEC III expert visit CESI

14 European Standardization Mission support and strengthen the achievement of the European Single Market; enhance the competitiveness of European players in the global market; foster the European economy and the welfare of European citizens under the global concept of sustainable development; ensure the most efficient input of Europe to international standardization activities and cooperation. The EU's single market allows people, goods, services and money to move freely Hervé GAUTHIER SESEC III Training introductory session ( ) 14

15 In a nutshell: the European recipe Clear regulatory framework (EC Regulation 1025/2012) + Facilitation of compliance with European legislation and market access + National delegation principle + Standstill obligation & National commitment + Prevention of overlaps and duplication of efforts with IEC/ISO Effective use of stakeholders resources Inclusiveness of the system Coherence of the regional market Full support to global trade 15

16 A clear Regulatory framework EU Regulation 1025/2012 reconfirms ESO (+ NSB-NC) system in support of European Union policies and strategic objectives CEN & CENELEC support 39 European Directives/Regulations With a total of more than 4000 standards referenced in the OJ (~20% of portfolio) Regulation 1025/2012 sets strong requirements for the involvement of all interested parties in standardization work => inclusiveness Hervé GAUTHIER SESEC III Training introductory session ( ) 16

17 Standards support legislation the New Approach Mandatory Directive Regulation Essential requirements EC standardization request (mandate) to CEN-CENELEC Voluntary European Standard Harmonized Standard referenced in OJEU Presumption of Conformity Hervé GAUTHIER SESEC III Training introductory session ( ) 17

18 National delegation principle When CEN or CENELEC elaborate a new European Standard, they set up a European technical committee under the responsibility of one of its national members, and consisting of other national members (NSBs). At the same time NSBs create the so-called "National Mirror Committees" (reflecting the European technical committee on the Member State level), which enable all interested parties to participate in the creation of the standard at national level and in their own language. These National Mirror Committees elaborate a national position for the drafting and voting of a European standard, which is then presented at the European technical committee. Hervé GAUTHIER SESEC III Training introductory session ( ) 18

19 What the European Commission has to do with standardization? Coordinates the standardization policy and cooperates with the different stakeholders Promotes the use of European standards to support EU legislation and policies to enhance the competitiveness of European industry Prepares the Annual Union Work program Formulates the standardization requests to CEN/CENELEC/ETSI Funds CEN/CENELEC/ETSI (operating and action grants) Title of event Date (yyyy-mm-dd) 19

20 EU Standardisation & EU Service Standardisation European Service Standardization SESEC III expert visit CESI

21 Context Services represent more than 70% of European Economy Number of service standards growing but still small (~1% of total) 120 # of service standards by end of each year #

22 Service standards and EU legislation New approach/new legislative framework has not been applied to services except for postal services (Directive 97/67/EC) but recognition role of standards in single market for services Services Directive (2006/123/EC) art 26.5 promote development of European Standards to facilitate interoperability, service quality & information to service recipient High level Group on Business Services 22

23 The challenges faced by service companies Source: Ecorys Questionnaire on Horizontal 23 Service Standards (2014)

24 Service characteristics and role of standards Service characteristics Intangible: nature of services places a premium on reputation Comparability: measuring service performance and quality is difficult Co-production: production of services often requires interaction between the client and service provider Co-location: the client and service provider have to be in physical proximity for the service to take place Role of standards Indicator of service providers capabilities & quality of service provided Definition of metrics for measuring service performance & quality levels Guidelines and procedures to facilitate & improve the effectiveness of interaction between service providers and clients Means to overcome barriers to trade & promote greater integration of service markets (e.g. compliance with market requirements / compatibility / interoperability) 24

25 Benefits of service standards Source: Technolopis study (January 2012) 25

26 Benefits of service standards SMEs more likely to get bigger benefits regarding improved service quality, improved ability to demonstrate service quality to customers and increased transparency of services provided Large companies more likely to get larger benefits regarding improved ability to meet health/safety and regulatory requirements 50% respondents stated standards used employed in procurement 69% respondents highlight use of standards in advertising (82% SMEs vs. 63% large companies) 26

27 Case study: removals and storage company EN Furniture Removal for Private Individuals Leatherbarrows Removals and Storage Ltd small family-run business Benefits for the company: Improved communication: all parties are fully informed about the service being provided more consistent use of checks & balances, enabling the company to monitor performance, identify inconsistencies in service and remedy these company is better able to meet expectations & achieve higher levels of customer satisfaction, leading to positive referrals & repeat business Improved training & clearer procedures, resulting in increased job satisfaction & reduced staff turnover, with a direct impact on profitability Industry recognition of the standard allows efficient collaboration, without compromising quality 27

28 Standards for services

29 Standards for services What do standards for services cover? 29

30 What they cover Terminology: common language within a sector Measurement methods or KPIs: compare, measure quality, performance or other aspect relevant to service Qualification of personnel: Knowledge, skills and competences and/or how to assess them Best/good practices or codes of conduct: many times these form part of service standards covering other aspects Requirements for service provision 30

31 What they do not cover x Requirements subject to collective agreements (working hours, holidays ) or occupational health & safety issues (OH&S training, medical examination ) x Refer to specific equipment/technologies or commercial brands x Management systems x Requirements on customers x Fixing of service price 31

32 Some examples EN Pest management services - Requirements and competences EN Furniture removal activities- Furniture removal for private individuals- Part 1-service specification 32

33 Existing tools for the development of service standards

34 CEN Guide 15- development of service standards Explains methodology for developing service standards Helps identify in a systematic way topics for inclusion in service standards: Pre-normative phase (scope, reasons to undertake standardization, external influences, type of deliverable ) Potential contents of service standard Includes a services lifecycle model 34

35 Service lifecycle model 35

36 Guide 15- Horizontal issues Guidance on how to address: Environmental issues (CEN Guide 4) Interface with legal requirements Interrelation with management systems Accessibility (CEN/CENELEC Guide 6) Small and Medium sized enterprises (CEN/CLC Guide 17) Measurement of service quality 36

37 Guide 14- Qualification of personnel Methodological approach to express requirements on qualification of professions/personnel: Competence: what a person should be/know to be suitable for a job/task Tasks to be performed: what a person should be able to do to be suitable for a job/task Assessment of competence: how a person is assessed to be considered suitable for a job/task Modular template for European Standards on qualification of personnel & list of basic terms and definitions 37

38 CEN activities in the area of services

39 Areas of activity Security services CEN/TC Airport and aviation security services CEN/TC Maritime and port security services CEN/TC 419- Forensic science processes CEN/CLC TC 4 -Services for fire safety and security systems Healthcare services CEN/TC Hearing aid specialist services CEN/TC Services of chiropractors CEN/TC Aesthetic surgery services CEN/TC Services in osteopathy CEN/TC 424- Cleft Lip and/or Palate CEN/TC 427- Doctors with additional qualification in homeopathy Social services CEN/TC 385 Sheltered housing CEN/TC 431 Service chain for social alarms Professional qualifications CEN/TC E-Competences and ICT Professionalism CEN/TC 432 Competency of customs representatives 39

40 Areas of activity Beauty and well-being CEN/TC Beauty Salon services CEN/TC 412- Indoor sun exposure services CEN/TC 435- Tattooing services Other consumer services CEN/TC 329- Tourism services CEN/TC 331- Postal services CEN/TC 373- Services of Real Estate agents Other services CEN/TC 405- Expertise services Business services CEN/TC 319 Maintenance services CEN/TC 320 Transport- Logistics and services CEN/TC 328 Cleaning services CEN/TC Facility Management Cen/TC 374- Business support services CEN/TC 375- Customer Contact Centres CEN/TC 381- Management consultancy CEN/TC 395 Engineering consultancy services CEN/TC 404- Pest management 40

41 Horizontal service standards A standard that covers aspects of service provision and applies across multiple sectors (e.g. service design, information provision to customers, complaint and redress) CEN/TC 420 Service Excellence Systems created in June 2012 M/517 for the programming and development of Horizontal service standards accepted by CEN in

42 Challenges New area of standardization dominated by SMEs -lack of resources Lack of awareness of standardization and its benefits Multiple project committees created on an ad-hoc basis (Unique characteristics no service is like the other ) Horizontal standards may contribute to improve coherence of service standardization Difficulty to attract stakeholders in the development of horizontal service standards 42

43 EU Standardisation & EU Service Standardisation A Glance at Intellectual Property Management and Service Standardization in Europe SESEC III expert visit CESI

44 What is Intellectual property service standardization? What does this actually mean? 1. Does it mean IPR within service standards? (which is the same than IPR and standards in general) 2. Does it mean some kind of services offered in relation to IPR like patents, trademarks, and copyrights, etc. (in this case we do not have any activities in this area yet ). 3. Does it mean Intellectual Property Management in Innovation? ( CEN TC 389 Innovation Management ) Title of event Date (yyyy-mm-dd) 44

45 CEN/TC 389 Innovation Management AENOR Secretariat, Mr Fernando Utrilla, futrilla@aenor.es Technical Specification 'Innovation management CEN/TS :2013 Innovation management System' that published in 2013 as first part of a round series. Five parts were published in late December 2014 on: o 2-Strategic intelligence management o 3-Innovation thinking o 4-Intellectual property management o 5-Collaboration management o 6-Creativity management o A Part 7 on Innovation management Assessment is still under development. Title of event Date (yyyy-mm-dd) 45

46 Structure of Deliverables of TC 389 Title of event Date (yyyy-mm-dd) 46

47 Structure of TC WG 1: Collaboration and Creativity management - WG 2: Innovation Management System - WG 3: Innovation Management Assessment - WG 4: Innovation Thinking - WG 5: Intellectual Property Management - WG 6: Strategic Intelligence Management Title of event Date (yyyy-mm-dd) 47

48 Part 4-Intellectual property management CEN/TC 389 Working group 5 Intellectual property management. The Technical Specification Part 4 on IPRs is about providing guidance to organisations (also public) to identify and safeguard IPRs in their innovation process and share best practices. The work of CEN/TC 389 Innovation Management is expected to be taken up by ISO/TC 279 Innovation management (AFNOR secretariat Isabelle.lambert@afnor.org) which is also working on IPR management. Title of event Date (yyyy-mm-dd) 48

49 Dr. Betty XU Seconded European Standardization Expert in China (SESEC) 49