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EN 15838 is a European standard describing the requirements for service provision for Customer Contact Centres. [1] It was approved by CEN (European Committee for Standardization) on October 5, 2009. The standard is implemented in several countries in Europe via their own national organizations. [2]
Europe is a continent located entirely in the Northern Hemisphere and mostly in the Eastern Hemisphere. It is bordered by the Arctic Ocean to the north, the Atlantic Ocean to the west and the Mediterranean Sea to the south. It comprises the westernmost part of Eurasia.
The European Committee for Standardization is a public standards organization whose mission is to foster the economy of the European Union (EU) in global trading, the welfare of European citizens and the environment by providing an efficient infrastructure to interested parties for the development, maintenance and distribution of coherent sets of standards and specifications.
The standard includes areas such as:
Management is the administration of an organization, whether it is a business, a not-for-profit organization, or government body. Management includes the activities of setting the strategy of an organization and coordinating the efforts of its employees to accomplish its objectives through the application of available resources, such as financial, natural, technological, and human resources. The term "management" may also refer to those people who manage an organization.
Infrastructure refers to the fundamental facilities and systems serving a country, city, or other area, including the services and facilities necessary for its economy to function. Infrastructure is composed of public and private physical improvements such as roads, bridges, tunnels, water supply, sewers, electrical grids, and telecommunications. In general, it has also been defined as "the physical components of interrelated systems providing commodities and services essential to enable, sustain, or enhance societal living conditions".
The American National Standards Institute is a private non-profit organization that oversees the development of voluntary consensus standards for products, services, processes, systems, and personnel in the United States. The organization also coordinates U.S. standards with international standards so that American products can be used worldwide.
The ISO 9000 family of quality management systems (QMS) standards is designed to help organisations ensure that they meet the needs of customers and other stakeholders while meeting statutory and regulatory requirements related to a product or service. ISO 9000 deals with the fundamentals of quality management systems, including the seven quality management principles upon which the family of standards is based. ISO 9001 deals with the requirements that organizations wishing to meet the standard must fulfill.
ISO 14000 is a family of standards related to environmental management that exists to help organizations (a) minimize how their operations negatively affect the environment ; (b) comply with applicable laws, regulations, and other environmentally oriented requirements; and (c) continually improve in the above.
An open standard is a standard that is publicly available and has various rights to use associated with it, and may also have various properties of how it was designed. There is no single definition and interpretations vary with usage.
A standards organization, standards body, standards developing organization (SDO), or standards setting organization (SSO) is an organization whose primary activities are developing, coordinating, promulgating, revising, amending, reissuing, interpreting, or otherwise producing technical standards that are intended to address the needs of a group of affected adopters.
A performance indicator or key performance indicator (KPI) is a type of performance measurement. KPIs evaluate the success of an organization or of a particular activity in which it engages.
The IEEE Std 1901-2010 is a standard for high speed communication devices via electric power lines, often called broadband over power lines (BPL). The standard uses transmission frequencies below 100 MHz. This standard is usable by all classes of BPL devices, including BPL devices used for the connection to Internet access services as well as BPL devices used within buildings for local area networks, smart energy applications, transportation platforms (vehicle), and other data distribution applications.
ISO 13485 Medical devices -- Quality management systems -- Requirements for regulatory purposes is an International Organization for Standardization (ISO) standard published for the first time in 1996; it represents the requirements for a comprehensive quality management system for the design and manufacture of medical devices. This standard supersedes earlier documents such as EN 46001 and EN 46002, the previously published ISO 13485, and ISO 13488. ISO 13485:2016 Certificates meets the requirement of IEC 60601-2-25 : 1993 + A1: 1999 safety of Electrocardiograms.
The European Committee for Standardization (CEN) Standard Architecture for Healthcare Information Systems, Health Informatics Service Architecture or HISA is a standard that provides guidance on the development of modular open information technology (IT) systems in the healthcare sector. Broadly, architecture standards outline frameworks which can be used in the development of consistent, coherent applications, databases and workstations. This is done through the definition of hardware and software construction requirements and outlining of protocols for communications. The HISA standard provides a formal standard for a service-oriented architecture (SOA), specific for the requirements of health services, based on the principles of Open Distributed Processing. The HISA standard evolved from previous work on healthcare information systems architecture commenced by Reseau d’Information et de Communication Hospitalier Europeen (RICHE) in 1989, and subsequently built upon by a number of organizations across Europe.
The Spanish Association for Standardization and Certification (AENOR) is an entity dedicated to the development of standardization and certification in all Spanish industrial and service sectors.
BSI Group, also known as the British Standards Institution (BSI), is the national standards body of the United Kingdom. BSI produces technical standards on a wide range of products and services, and also supplies certification and standards-related services to businesses.
International standards in the ISO/IEC 19770 family of standards for IT asset management (ITAM) address both the processes and technology for managing software assets and related IT assets. Broadly speaking, the standard family belongs to the set of Software Asset Management standards and is integrated with other Management System Standards.
Like any supplier of goods or services, a translator potentially bears ethical and legal obligations toward his patron or employer. This has turned to be of enormous importance with the development of the language industry at global scale. For the protection of both parties, standards have been developed that seek to spell out their mutual duties.
The Security Content Automation Protocol (SCAP) is a method for using specific standards to enable the automated vulnerability management, measurement, and policy compliance evaluation of systems deployed in an organization, including e.g., FISMA compliance. The National Vulnerability Database (NVD) is the U.S. government content repository for SCAP. An example of an implementation of SCAP is OpenSCAP.
The European Telecommunications Standards Institute (ETSI) is an independent, not-for-profit, standardization organization in the telecommunications industry in Europe, headquartered in Sophia-Antipolis, France, with worldwide projection. ETSI produces globally-applicable standards for Information and Communications Technologies (ICT), including fixed, mobile, radio, converged, broadcast and internet technologies.
The EN 54 Fire detection and fire alarm systems is a mandatory standard that specifies requirements and laboratory test for every component of fire detection and fire alarm system and it allows the free movement of construction products between countries of the European Union market.
ISO 50001 Energy management systems – Requirements with guidance for use is a specification created by the International Organization for Standardization (ISO) for an energy management system. The standard specifies the requirements for establishing, implementing, maintaining and improving an energy management system, whose purpose is to enable an organization to follow a systematic approach in achieving continual improvement of energy performance, including energy efficiency, energy security, energy use and consumption. The standard aims to help organizations continually reduce their energy use, and therefore their energy costs and their greenhouse gas emissions.
Cyprus Organisation for Standardisation or CYS, is the National Standardisation Body of Cyprus, whose principal activity is the production of standards and the supply of standards-related services.
EN 16114 "Management consultancy services" is a standard published by the European Committee for Standardization (CEN) on September 28, 2011. It focuses on the providing of management consulting services by management consultancy service providers (MCSPs).