1. CHESSS CEN Horizontal European Service Standardization Strategy Module 3: “Safety in the Delivery of Services” prepared by Axel Mangelsdorf Berlin University of Technology Axel.Mangelsdorf@tu-berlin.de Petra Weiler DIN Deutschen Institut für Normung petra.weiler@din.de

2. 2 CHESSS – Module 3 “Safety in the Delivery of Services” Presentation outline Introduction to Module 3 Research Methodology: 1st Step: Desk Research 2nd Step: Expert Interviews 3rd Step: Company Survey Summary and Conclusion

3. 3 CHESSS – Module 3 “Safety in the Delivery of Services” Introduction to Module 3 Main objectives of Module 3: –To provide a systematic overview of the role of standards for improving the safety of services –To derive the future demand for European Standards Focus on consumer risks: –The threat for life and health of consumers –The assurance of the consumers’ financial existence –The privacy of personal data Focus on “safety related” service sectors: –The leisure and tourism sector –The health care sector –The personal transport service sector

4. 4 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 1st Step: Desk Research Screening of the most recent literature on service standards e.g. Survey from Blind (2003) Discrepancy between actual used and preferred use of standards in Data security and Customer interaction

5. 5 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 1st Step: Desk Research Discrepancy between actual used and preferred use of standards in Health and Safety Management There is a need for further standardization activities in the field of Data security and Customer interaction and also in Health and Safety Management

6. 6 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 2nd Step: Expert Interviews 21 Interviews with: –stakeholders from national European service industry trade associations –Members from national standardization bodies –Representatives from national and European consumer councils –Academics –European political actors Objective: Obtain an initial perspective on the relevance of (horizontal) standards for achieving the safety of services for consumers

7. 7 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 2nd Step: Expert Interviews Summary of the interviews –Consensus: The ability to standardize services is important for the success of services companies Standards are important for the cross-border supply of services Standards ensure the supply of services is transparent for the consumer –Dissent: Appropriateness of current regulations and standards for the safety of consumers Regulations are better than standards to improve the safety level Vertical standards are better suited to address specific safety issues Costs of searching common elements for a horizontal safety standards are not worth the result

8. 8 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Online survey among 3000 European services companies Regional distribution:

9. 9 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please indicate if any of your customers have been harmed by the stated risks during the delivery of your services in the last three years –Cases of physical damage:

10. 10 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please indicate if any of your customers have been harmed by the stated risks during the delivery of your services in the last three years –Cases of financial damage for the customer

11. 11 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please indicate if any of your customers have been harmed by the stated risks during the delivery of your services in the last three years –Cases of customer data infidelity

12. 12 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please specify which of the horizontal standards mentioned below you would implement in your company –Horizontal Standard for Health and physical integrity of the customer

13. 13 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please specify which of the horizontal standards mentioned below you would implement in your company –Horizontal Standard as a protection against financial risks for the customer

14. 14 CHESSS – Module 3 “Safety in the Delivery of Services” Research Methodology: 3rd Step: Company Survey (in progress) Preliminary results: –Question: Please specify which of the horizontal standards mentioned below you would implement in your company –Horizontal Standard for Data security

15. 15 CHESSS – Module 3 “Safety in the Delivery of Services” Summary and Conclusion 1st Step: Desk Research: There is a demand for standards in the field of Data security and Health and Safety Management 2nd Step: Expert Interviews Dissents among the interviewees: Regulations are better than standards to improve the safety level Vertical standards are better suited to address specific safety issues Costs of searching common elements for a horizontal safety standards are not worth the result 3rd Step: Company Survey Answers indicate that some companies would implement a horizontal standard for the health and physical integrity of the customers The demand for a horizontal standard as a protection against financial risks for the customer is rather low

16. 16 CHESSS – Module 3 “Safety in the Delivery of Services” Thank you very much for your attention!