BS 7000-3:1994

Committees responsible
Foreword
Guide
Introduction
Section 1. General
1.1 Scope
1.2 References
1.3 Definitions
Section 2. Managing service design at corporate level
2.1 General
2.2 Corporate objectives
2.3 Corporate planning
2.4 Internal corporate communication
2.5 Corporate monitoring and controlling
2.6 Check-list for senior management
2.7 Evaluation
Section 3. Managing service design at project level:
           overview
3.1 General
3.2 Service management design model
Section 4. Managing the service design activity in more
           detail
4.1 Management of design
4.2 Expansion of design model
4.3 Design control, verification, review and
      evaluation
Annexes
A. (informative) Example of partial service
     characteristics and specifications
B. (informative) Examples of services and service
     characteristics
C. (informative) Bibliography
Tables
A.1 Example of partial service characteristics and
     specifications for a carpet cleaning business
B.1 Examples of services and service characteristics
Figures
1. Product content in a service continuum
2. Design model
3. A typical curve of financial commitment and
     expenditure
4. Some elements of the service characteristics and
     specification
5. Brainstorming activity
List of references

Gives advice on the management of the design of service, at all levels, for all design organisations and all types of service. Coverage includes corporate objectives, corporate planning, check list for senior management, internal corporate communication, and corporate monitoring and controlling. Also gives definitions, tables, diagrams and annexes.

This Part of BS 7000 gives guidance on the management of the design of service at all levels, for all design organizations and all types of service.

The service that is the subject of a design brief may be the complete service in its own right or a component of a larger service, e.g. an airline service or the catering service component.

Guidance is given only on the application of general management principles and techniques to the management of design. Discussion of the techniques themselves, e.g. management of people, time, and their application to areas other than design and the design process itself are excluded.

NOTE 1 Appropriate reference is made to other documents for guidance on general management techniques. A bibliography is given in annex C.

NOTE 2 Guidance on procedures required to meet statutory requirements, e.g. health and safety, or product and service liability, is not intended to be comprehensive and reference should be made to other documents where appropriate.