S.R. CEN TS 99001:2008

Foreword
Introduction
1 Scope
2 Terms and definitions
3 The phases of service provision
  3.1 Description of the process
  3.2 General (SE)
4 Description of phase 1 - Selection
  4.1 Identification of needs by the manager of the enterprise (SE)
  4.2 Preparation (SE)
  4.3 Identification of the service providers from which the
      enterprise may request an offer (SE)
  4.4 Consultation
  4.5 Final selection of the service provider
  4.6 Contractual relations
5 Description of phase 2 - Performance of the service
  5.1 Organisation
  5.2 Modification of the service
  5.3 Monitoring and inspection of the service process
  5.4 End of assignment
6 Description of phase 3 - Assessment of the service
7 Ongoing improvement of the service
Annex A (informative) The six fundamental principles of service
        provision
      A.1 Service provision focused on the enterprise
      A.2 A clear and transparent service offer
      A.3 Service coherence
      A.4 A fair price
      A.5 A mutual commitment between the parties
      A.6 The possibility of ongoing improvement of the service
Annex B (informative) Code of conduct for the service provider
Annex C (informative) Assessment of a business support service
Annex D (normative) Check-list for the small enterprises
Bibliography

Describes requirements on the business support service providers, as well as guidelines for enterprises, including self-employed persons. It focuses on the process of service provision rather than the nature or content of the service.