NEN EN 14873-2 : 2005

Foreword
Introduction
1 Scope
2 Normative references
3 Delivery of a customer oriented service
  3.1 General
  3.2 Information prior to commencement of service
      3.2.1 Preliminary information
      3.2.2 Further information
      3.2.3 Elements of the agreement
      3.2.4 Human resources
      3.2.5 Technical skills
  3.3 Receipt and release of stored Items (minimum provision)
      3.3.1 Action at receipt of items for storage
            (does not apply to self storage)
      3.3.2 Action at release of stored items
            (does not apply to self storage)
      3.3.3 Human resources (does not apply to self storage)
      3.3.4 Technical means
  3.4 After sales service
      3.4.1 Monitoring
      3.4.2 Response to feedback
      3.4.3 Resolution of dispute
4 The formal quality policy
  4.1 Establishing the quality policy
  4.2 Maintenance of the quality policy
  4.3 Communication of the quality policy
5 Conducting, controlling and reviewing quality
  policy responsibilities
6 Quality manual
  6.1 General
      6.1.1 Purchasing
      6.1.2 Personnel
      6.1.3 Mechanical or electrical equipment
      6.1.4 Incidents/accidents
      6.1.5 Quality control
  6.2 Control of quality-related documents
  6.3 Subcontractors
  6.4 Elimination of non-standard service
  6.5 Corrective action
  6.6 Training

Defines service activities designed to ensure a customer oriented service for the storage of furniture and personal effects for private individuals.