ISO 18295 series for Customer Contact Centers

There’s a new ISO 18295 series for customer contact centers.  These 2 publications reflect the increase in “service standards.”  The goals of such standards are to define expectations, provide guidelines for performance management and support customer satisfaction.  The customer contact centers addressed by the ISO 18295 Parts 1 and 2 may be in-house or outsourced.  The specific responsibilities of the centers can vary.

The ISO 18295 Parts 1 and 2 cover different components of the company/customer relationship.  Part 1 discusses the requirements for the center itself.  Part 2 reviews the requirements for the organization making use of the center.  This could be management in the case of an in-house center.  Or it could be the contracting party in the case of an out-sourced center.  Let’s take a look at what’s specifically covered in each document.

ISO 18295-1, Customer contact centres – Part 1: Requirements for customer contact centres

The standard starts out with the usual scope, referenced documents, and definition sections.  Then Section 4 covers customer relationship requirements.  This includes measuring and monitoring the customer experience as well as complaint resolution.   Section 5 is on leadership.  Human resources is next, with information on agent compentencies, skills development and communicating information to employees.  Section 7 provides information on operational processes.    Service delivery infrastructure, Section 8, includes the work environment and handling customer interactions.  The client relationship section completes the primary text.

You’ll be pleased to find 2 informative Annexes.  Annex A provides guidelines on metrics, an essential part of any contact center.  Annex B is on the client/contact center relationship.  A 6-item bibliography completes this 24 page standard.

ISO 18295-2, Customer contact centres – Part 2: Requirements for clients using the services of customer contact centres

As noted before, Part 2 covers the requirements on the “client side” of the equation.  The client of a contact center may be company management or the company itself, depending on whether the center is in-house or out-sourced.

Again, the standard begins with the usual scope, referenced documents, and definition sections.  Section 4 reviews the client requirements for contact center services.  This describes the information needed to enable the contact center to appropriately represent the company and the company goals.  Section 5 stays focused on the customer experience.  This defines how a center should handle such areas as customer protection, consistency of information and so it.  It also reviews strategies for the customer experience and accessing and contacting the customer.  Ethical behavior and customer data are also covered in this section.

The final Section 6 reviews the relationship between the “client” and the call center.  Areas like roles and responsibilities, forecasting and planning, customer feedback and monitoring are included.  Communication between the parties and the terms of service are also covered.  The concluding bibliography contains three references.

Communication between an organization and it’s customers is critical for every company.  When these interactions are provided by a contact center of any kind, management needs to plan for success.  The new ISO 18295 series provides the structure you need for defining your goals and implementing the steps to achieve them.  You’ll find the two new standards to be invaluable in your quest for excellence.

Purchase your ISO standards from an authorized distributor like Document Center Inc.  We have been selling standards since 1982 and at our webstore, www.document-center.com, since 1993.  Here is a direct link to the order pages for ISO 18295-1 and ISO 18295-2 for your convenience.

Document Center Inc. provides you with a wide variety of products and services to support your compliance requirements.  Check in with our staff to see how we can help you improve your documentation processes.  We can be reached by phone (650-591-7600) and email (info@document-center.com).  Make us your Standards Experts!

What are Data Item Descriptions (DIDs)?

What are Data Item Descriptions (DIDs)?  This question recently cropped up when one of our Document Center Inc. customers wanted a report with a DID title.  He didn’t realize that the DID describes the expected content of a particular report, not the report itself.  This is a common misconception.  So let’s take a look at DIDs.

You’ll spot a Data Item Description by it’s document number.  Each DID always begins with “DI-“.  Older DIDs used to be formated like this:  DI-X-0000, that is, the DI, then a single letter, and a 4 digit number.  Now they look like this:  DI-XXXX-00000.  The 4 middle letters are one of the alpha FSC codes, showing the area that the DID addresses.  So you may have a number that look like this:  DI-MISC-81458, Instructor Planning Document.  

With this example, we can now talk about what a DID is.  In this case, the DID-MISC-81458 is a 4 page document.  It describes how to generate a planning document for instructors.  The document is part of the deliverables for a given contract.  Since there are many kinds of documents defined by DIDs, these deliverables are given the generic title “Data Items.”

So to recap, a DID is a definition document.  It tells contractors how to format a particular data deliverable.  It defines the information (data) to be included.  It also provides guidance on the intended use of this data.

For more information about DIDs are written, take a look at MIL-STD-963.  It is titled Data Item Descriptions (DIDs).  It’s used by the DoD personnel and others who develop DIDs.  It show how they should be formatted, what information should be included, and so on.

Just remember, the DID is not the deliverable.  It is not the report itself, nor the directory, nor any other data document.  It is a description of a report, or a directory, etc.  If you need the actual content that was generated during the fulfillment of a contract, you will not be able to find it in the DID.

Data Item Descriptions are an unusual collection.  Most have been cancelled, since contractual needs change over time.  You will likely never require one unless you are working with a specific contract.  However, if a DID is called out for the work you’re doing for the Department of Defense, be sure to review it carefully.  It’s bad form to provide any government deliverable incorrectly!

If you have standards questions, please reach out to me and my Document Center Inc. staff.  We’ve been working with standards since 1982.  We can help your standards questions.  And we have many products and services to assist with your compliance requirements.  Our catalog of standards is available on the web at www.document-center.com.  Or reach out to us by phone (650-591-7600) and email (info@document-center.com).  We’d like to be your Standards Experts!

IEC 62657-1 Revised for Industrial Automation Wireless Communications

IEC 62657-1 has been upgraded and updated.  The new 1st Edition replaces the previous IEC TS 62657-1 (a Technical Specification).  The new Standard is titled Industrial communication networks – Wireless communication networks – Part 1: Wireless communication requirements and spectrum considerations.  It reflects the increasing use of the wireless spectrum for device connectivity.  It includes the general requirements that form the basis for industrial communication solutions.  It particularly addresses the issue of coexistence.

IEC 62657-1 has been developed as a precursor to harmonization of international, national, regional and local regulations.  It provides general requirement for industrial automation spectrum considerations.  And it has been written in such a way as to be useful to automation professionals who may or may not be familiar with spectrum and wireless technologies.

Why is this important?  More and more products and systems are using wireless communications.  The potential for spectrum conflicts is increasing and the effects of these conflicts can be critical.  Developing and implementing successful solutions is termed “coexistence management.”

IEC 62657-1 begins with the usual scope, referenced documents, and terms sections.  It then moves on to areas of wireless communication requirements for industrial automation applications that will be of interest to regulators.  Section 5 reviews those considerations important to automation experts.  A 40-item bibliography completes the publication.

If you are using the previous (now obsolete) IEC TS 62657-1, you’ll want to know what’s been changed.  First of all, the publication has been upgraded to the status of “standard,” which gives it a very difference life-cycle than the previous “technical specification” designation.  The committee notes in the forward that the technical changes are significant.  They include an update of the requirements for wireless industrial applications and the addition of performance indicators and their measurement.

You should also note that there is a IEC 62657-2 standard, Part 2: Coexistence management.  It’s for designers and managers who are responsible for integrating and implementing wireless systems in machines and plants, as well as producers of these industrial wireless solutions.  It covers the coexistence management concept and process.  It also reviews potential areas for interference.

To get your copies of either of these IEC standards, you’ll need to use an authorized distributor like Document Center Inc.  Use our webstore at www.document-center.com for your purchase.  Here’s a direct link to the order page for IEC 62657-1 for your convenience.

Discovering, using and complying with standards is an awesome task at times.  Document Center Inc. provides you with more than just a sales outlet for these publications.  We have been working with standards since 1982 and have a wide range of support products and services for you.  You’ll find our staff to be most knowledgeable about many of the issues you face.  Reach out to us by phone (650-591-7600) or email (info@document-center.com).  You’ll soon learn why so many organizations make us their Standards Experts!

ISO/IEC 29134 Privacy Assessment Standard

ISO/IEC 29134 has just been released.  It’s titled Information technology – Security techniques – Guidelines for privacy impact assessment.  For any company needing to know what privacy risks it faces, this standard is essential.  It shows you how to create a PIA (Privacy Impact Assessment) report which can be used in any area of your business where privacy concerns exist.

Understanding privacy and privacy risks is especially important when digitally connected devices are involved.  Risks may extend to your supplier base as well.  Additionally there may be regulatory or other legal requirements you need to meet.  The guidance you’ll find in the use of PIA’s in the ISO/IEC 29134 will help you identify areas needing attention.

The document approaches PIA’s systematically.  First, it reviews how to prepare for the use of a PIA.  This section touches on accountability and scaleability as well.  Then the ISO/IEC 29134 has guidance on the process of conducting the PIA.  Topics covered are threshold analysis, preparation, performing the review, and follow-up.  Next the report itself is discussed.  You’ll find information on the structure of the report, scope, requirements, risk assessment, creating a plan, and summarizing the results.

Four informative Annexes are included in the publication.  They cover scale criteria for likelihood and level of impact for risks, generic threats, understanding terms used in PIA’s, and illustrated examples of a workflow diagram of the PIA process and of a privacy risk map.  A 30-item bibliography completes this 52 page standard.

If you’re looking for help in identifying and assessing privacy issues for your company, this is the standard for you.  Purchase this copyright publication from an authorized distributor like Document Center Inc.  We have been selling standards since 1982.  You can search for and order them at our webstore, www.document-center.com.  Here is the direct link to the order page for ISO/IEC 29134 for your convenience.

For help with your compliance documentation requirements, contact our staff by phone (650-591-7600) or email (info@document-center.com).  We have a wide variety of services and products to help you with your standardization needs.  You’ll soon find out why so many folks make us their Standards Experts!

UL 2900-1 Released – Cybersecurity for network-connected products

Security concerns with the Internet-of-Things has the standards community in high gear.  One of the most important new cybersecurity standards to be released is the UL 2900-1.  It’s titled Standard for Software Cybersecurity for Network-Connectable Products, Part 1: General Requirements.  This document and it’s companion publications will help manufacturers in a wide array of industries confirm the security of their products.

What does the 33-page UL 2900-1 cover?  It’s specifically for network-connectable products that need to be evaluated for vulnerabilities, weaknesses in any software included in the product, and for malware.  It covers risk management processes for these types of products.  It includes a test method process for evaluation.  And it contains requirements regarding risk controls in the design and architecture of the product.

Who should be using the UL 2900-1?  It’s for manufacturers and designers of any consumer product that includes networking capability.  Expect broad adoption within the medical device community as many new devices include an internet-based monitoring capability.  In fact, the FDA is expected to recognize this new standard which has already been adopted as an American National Standard.  Many other consumer technology products will also benefit from this publication.

What other standards are going to be released as part of the UL 2900 series?  There will be an additional 2 standards issued soon.  They are:

  • UL 2900-2-1: Particular requirements for network-connectable healthcare system components including medical devices and software
  • UL 2900-2-2: Particular requirements for industrial control systems

And a series of “Outlines” (Outlines of Investigation) have already been issued for the 3 titles.

How do you get a copy of the UL 2900-1 and the other parts of this series?  Choose Document Center Inc. for your purchase.  We are an authorized distributor of the UL Standards.  You can search for and order from our catalog of over 1 million standards at our webstore, www.document-center.com.  Here is a direct link to the order page for UL 2900-1 for your convenience.  And here is a link to check on the status and order any of the UL 2900 series documents.

Why use Document Center Inc.?  We have been selling standards since 1982.  Our staff is a knowledgeable resource for standards issues and questions.  We have a wide array of support services and products to supplement your documentation needs.  And our best-in-class notification service comes free with your standards purchase.  Check in with us by phone (650-591-7600) or email (info@document-center.com) to learn more.  Find out why so many folks make us their Standards Experts!

 

AAMI TIR15 for Medical Device Sterilization Updated

AAMI TIR15 2016 Edition has just been released.  This Technical Information Report is titled Physical aspects of ethylene oxide sterilization.  It has been written to provide additional guidance for the ANSI/AAMI/ISO 11135.  Since the ANSI/AAMI/ISO 11135 was revised in 2014, there was a need to update the TIR as well.  The new 2016 Edition replaces the previous 2009 Edition, which is now obsolete.

Topics covered by the AAMI TIR15 are sterilization equipment, considerations for preconditioning, calculations for relative humidity, calculations of ethylene oxide (EO) concentration, and flammability.  Also covered are some of the physical aspects of ethylene oxide sterilization.

The AAMI TIR15 begins with the usual scope and definitions sections.  The next topic covered is EO sterilization processing equipment.  The report then moves on to how to determine the minimum product temperature needed prior to preconditioning.  Methods for calculating the moisture content, the EO concentration, and the use of the flammability curve follow.  Section 8 is a guide for using statistical comparison for determining the process equivalence.  A 28-item bibliography completes this 37-page report.

The supporting documents for medical device sterilization, like the TIR15, help the healthcare community comply with safety standards.  Since the publication is covered by copyright, you’ll want to make sure you purchase your copy from an authorized distributor like Document Center Inc.  You can search for and order standards at our webstore, www.document-center.com.  Here is a direct link to the order page for AAMI TIR15 2016 Edition for your convenience.

Regulatory compliance requirements for documentation can challenge many a medical device professional.  When you use Document Center Inc. as your supplier, you’ll find that we offer a level of support unmatched by other alternatives.  Our staff is knowledgeable, and we have a wide array of services all geared to providing you with the information you need for compliance.  Contact us by phone (650-591-7600) or email (info@document-center.com) to learn more.  Find out why so many medical device companies make us their Standards Experts!

 

ISO 19202 Standards Released for Summer Toboggan Runs

It’s summer and you’re off for your family vacation soon.  Will your trip include a visit to a summer toboggan run?  This new sport is exciting and allows traditionally winter venues to provide you with summer activities too.  And the new ISO 19202 series provides the requirements to insure that this type of sports facility is safe.

ISO 19202 comes in 2 parts.  The first specifies the safety requirements for planning this type of track.  It’s titled Summer toboggan runs – Part 1: Safety requirements and test methods.  These requirements extend to the design, calculation, manufacturing, erection, testing and commissioning of these summer toboggan runs.  Part 2, Safety requirements for operation, includes the safety requirements for on-going operations.  These cover signage, maintenance, repair, modifications and general operations.

Both standards are rooted in the concept of risk management.  ISO 19202-1 has a list of significant hazards in Section 4.  Section 5 on safety requirements covers the complete range of concerns to be addressed during manufacturing.  These include not only the manufacturing requirements, but also specifics for the toboggans, the track, the entrance and exit areas, the uphill transportation system, the clearance zone, electrical equipment, and other special safety equipment and precautions.

Part 1 also includes requirements for your calculations, various tests and inspections, as well as marking, commissioning, and technical documentation.  Two Annexes are provided.  The informative Annex A is an example of load combinations (per EN 1993).  Annex B is required.  It’s on track calculation.  A brief bibliography completes the standard.

ISO 19202-2 on the other hand addresses issues for the operator.  Requirements are provided in Section 4.  Operational requirements are covered by Section 5.  Signs, maintenance, repair and modification requirements and environment aspects are included.  The ISO 19202 Part 2 has 3 Annexes. Annex A is required and reviews minimum signage, including safety and combination signs.  Both Annex B and Annex C are informative.  The first is an example of risk analysis, the second is an example of an operational logbook.

For those of you providing summer recreational services or products, you’ll want a copy of one or both of these standards.  Use Document Center Inc. for your purchase.  We’re an authorized distributor of these copyright publications.  You can search for and order from our catalog of over 1 million standards at www.document-center.com.  Here is a direct link to the order pages for ISO 19202-1 and ISO 19202-2 for your convenience.

Standards are used in a wide variety of industries and applications.  If you use standards, you’ll need a vendor with the experience to help you with your many concerns.  Document Center Inc. has been working with standards since 1982.  We have a knowledgeable staff here to help you.  And we have a wide range of products and services to support compliance requirements.  For more information, reach out to us by phone (650-591-7600) or email (info@document-center.com).  You’ll soon discover why so many companies make us their Standards Experts!

Toothpaste Standard ISO 11609 Updated!

If you’ve ever wondered how standards impact your daily life, here’s a good document for you!  And it’s just been revised.  The ISO 11609 is titled Dentistry – Dentifrices – Requirements, test methods and marking.  It contains the requirements for physical and chemical properties of the toothpaste (and other dentifrices) you use daily.

The ISO 11609 does not provide any guidelines on the validity of claims made by the manufacturer.  These are provided by the U.S. FDA (Food and Drug Administration), the ADA (American Dental Association) and the FDI World Dental Federation.  It does cover the appropriate test methods to use to verify the various properties of the product.  It also provides the requirements for marking and packaging these items.

The standard was developed to ensure that adverse reactions and other side effects will not be caused by these products.  Since they are intended to be used daily with a toothbrush, you can see that compounds that negatively impact your oral soft tissues need to be avoided.

So the ISO 11609 covers total fluoride content, heavy metals, pH, microbiology, abrasiveness, stability, and readily fermentable carbohydrates.  Then a series of test methods used to determine these issues are provided.  Sections 6 and 7 address marking and labeling as well as packaging.  Three informative Annexes review the ADA abrasivity test procedure, a surface profile method of determining abrasivity, and a testing of total fluoride in dentifrices.  A 44-item bibliography completes this 30 page standard.

This new 3rd Edition replaces the previous 2nd Edition from 2010, which is now obsolete.  It is a technical revision and you’ll need a copy if you use this standard.  Document Center Inc. is an authorized distributor for ISO.  You can search for and order these standards at our webstore, www.document-center.com.  Here is a direct link to the order page for ISO 11609 for your convenience.  And if you’d like to see more standards like this, please see our Document Center Inc. List of Standards on Body Care.  The ISO Standards section particularly addresses dentistry standards.

Document Center has been selling standards since 1982.  We have a wide array of additional support services for those of you with compliance requirements.  Check in with our staff for more information.  You can reach us by phone (650-591-7600) and email (info@document-center.com).  You’ll soon learn why so many folks make us their Standards Experts!

ISO 11137-3 on Healthcare Product Sterilization Updated

ISo 11137-3 has been updated.  The new 2nd Edition is titled Sterilization of health care products – Radiation – Part 3: Guidance on dosimetric aspects of development, validation and routine control.  It is a technical update to the 1st Edition from 2006.  The older edition is now obsolete.

Radiation has been used for sterilization for some time.  It’s one tool used to sterilize medical devices, but of course dosage has to be measured carefully in this application.  ISO 11137-1 and ISO 11137-2 were developed to provide you with dosimetry requirements.  And the ISO/TS 13004 on the substantiation of the selected sterilization dose (method VDmaxSD) is also applicable.

ISO 11137-3 provides guidance on dosimetry (the use of dose measurements) during all stages of development, validation and routine control of your radiation sterilization process.  Unlike the other standards mentioned above, ISO 11137-3 is not normative (cannot be audited).  It is strictly a publication with information on how you can achieve compliance with the requirements of the other standards.

The 48 page publication includes basic information on dose measurement, establishing dosages, qualifications for installation, operation and performance, and routine monitoring and control.  Four additional informational annexes cover the following:

  • Mathematical modeling
  • Reference tables for dosimetry-related testing during IQ/OQ/PQ
  • Tolerances for ISO 11137-2 and ISO/TS 13004
  • Dose measurement uncertainty

A 33-item bibliography completes the publication.

If you use this standard, you’ll need a copy of the new Edition now.  Head to Document Center’s webstore at www.document-center.com to search for and order from our catalog of over 1 million standards.  Here is a direct link to the order page for ISO 11137-3 for your convenience.  And you may want to take a look at our Document Center List of Standards on Sterilization and Disinfection for other standards on this topic.

If you have additional questions or would like information on our Standards Online cloud access service for your company, please get in touch.  We can be reached by phone (650-591-7600) and email (info@document-center.com).  We’ve been working with standards since 1982.  You’ll find our staff to be knowledgeable.  And we have a complete suite of support services to help you keep your compliance documentation in good shape.  Make us your Standards Experts!

BHMA A156.10 for Pedestrian Doors Updated

BHMA A156.10 has been updated.  The title is Power Operated Pedestrian Doors.  The new 2017 Edition replaces the 2011 Edition, which is now obsolete.  It can be purchased in both paper format and for pdf download from Document Center Inc.  We are an authorized distributor of all of the BHMA standards.

The BHMA A156.10 has been developed for power operated doors used by pedestrians.  These are the doors that open automatically when you approach.  The standard addresses not only correct performance but how the door should handle the possibility of user injury or entrapment.  And these types of doors are for regular foot and personal mobility traffic.  They are not intended for industrial use.

BHMA A156.10 starts out with the usual scope and definitions sections.  This provides thorough coverage, even including a table on the conversion of feet and inches values to metric ones.  Sections 3, 4 and 5 are on swinging doors, sliding doors and folding doors respectively.  Then Section 6 is on guide rails and Section 7 covers control mats.  Section 8 is 8 pages of sensor requirements.  And Section 9 reviews “knowing act” door activation.  These types of activation require an action on the part of the user, like pressing a handicap button to activate the door.

Section 10 is on the issues surrounding entrapment protection.  Section 11 covers signage, for such things as the “do not enter” sign for one-way swinging doors and “in emergency push to open” signs for sliding doors.  Section 12 concludes the text with various tests for the 3 types of automatic doors (swinging, folding, and sliding).

You’ll find additional material in the Appendices.  These 5 informative sections are composed of a series of figures, each describing a particular aspect of design and/or safety.  These can include signage examples, activation and safety zones, and so on.  Additional terms are defined in Appendix C.  And suggestions for other useful standards are included in Appendix D.

Now to get your copy of this new update.  Head to Document Center’s webstore at www.document-center.com.  Here you can search for and order from our catalog of over 1 million standards.  For your convenience, here is a direct link to the order page for BHMA A156.10.  It is also known as ANSI/BHMA A156.10.

If you’re a standards user, you may have additional questions or need help keeping your compliance documentation current. We are able to help you with both of these requirements.  Get in touch with us by phone (650-591-7600) or email (info@document-center.com).   We have been working with standards since 1982.  Make us your Standards Experts!