service

output (3.7.5)

of an organization (3.2.1) with at least one activity necessarily performed between the organization and the customer (3.2.4)

Note 1

The dominant elements of a service are generally intangible.

Note 2

Service often involves activities at the interface with the customer to establish customer requirements (3.6.4) as well as upon delivery of the service and can involve a continuing relationship such as banks, accountancies or public organizations, e.g. schools or hospitals.

Note 3

Provision of a service can involve, for example, the following: — an activity performed on a customer-supplied tangible product (3.7.6) (e.g. a car to be repaired); — an activity performed on a customer-supplied intangible product (e.g. the income statement needed to prepare a tax return); — the delivery of an intangible product (e.g. the delivery of information (3.8.2) in the context of knowledge transmission); — the creation of ambience for the customer (e.g. in hotels and restaurants);

Note 4

A service is generally experienced by the customer.

Norm

NEN-EN-ISO 9000:2015 en

Titel

Quality management systems - Fundamentals and vocabulary

Paragraaf

3.7.7

service

Gerelateerde termen