BS 7373-3:2005 provides guidance on identifying the key criteria for producing a specification for a service.
It aims to encourage a more organized approach to service development through preparation of a specification prior to implementation in order to reap benefits such as reducing costs, improving quality and achieving profitability on the venture.
BS 7373-3 considers the various phases of new service development, from establishing consumer wants, through implementation, service delivery and measurement of the outcome in order to help organizations avoid problems commonly encountered.
These problems include:
- insufficient knowledge of the market/ target consumer
- failure to meet regulatory requirements
- failure to meet performance targets
- long implementation times and high costs
- consumer dissatisfaction creating serious financial obligations.
Using the methodical approach set out in BS 7373-3, a service can achieve its full commercial potential, providing the organization with good results and a high level of consumer satisfaction.
Contents- Scope, terms and definitions
- Rationale for preparing a specification
- Identifying the criteria
- Recording the criteria
- Reviewing the criteria
- Verifying the service offering against chosen criteria
- Service level agreement (SLA)
- Useful checklists, examples and diagrams
