Committees responsible for this British Standard

The preparation of this British Standard was entrusted by the Quality, Management and Statistics Standards Policy Committee (QMS/-) to Technical Committee QMS/41, upon which the following bodies were represented:

Association of Consulting Engineers
BEAMA Ltd.
British Quality Centre
British Photographic Association
British Standards Society
Cambridge University
Chartered Society of Designers
Consumers’ Association
Defence Manufacturers’ Association
Department of Trade and Industry
Department of Trade and Industry (Standards Policy Unit)
Design Council
Electricity Association
Energy Industries Council
Federation of Small Businesses
GAMBICA (BEAMA Ltd.)
Institute of Quality Assurance
Institution of Civil Engineers
Institution of Electrical Engineers
Institution of Engineering Designers
Institution of Mechanical Engineers
Medical Sterile Products Association
Ministry of Defence
NAFEMS
Red Oak Quality Services Ltd.
Royal Institute of British Architects
University of Westminster

This British Standard, having been prepared under the direction of the Quality, Management and Statistics Standards Policy Committee, was published under the authority of the Standards Board and comes into effect on 15 September 1994

The following BSI references relate to the work on this standard:

Committee reference QMS/41
Draft for comment 93/408648 DC

Foreword

This Part of BS 7000 has been prepared under the direction of the Quality, Management and Statistics Standards Policy Committee.

In October 1993, BS 7000Guide to managing product design was renumbered BS 7000‑1 to accommodate further Parts. It is intended that BS 7000 will comprise initially the following Parts.

Part 1: Guide to managing product design (identical with BS 7000:1989);
Part 2: Guide to managing the design of manufactured products

(in preparation in Panel QMS/41/- /2);

Part 3: Guide to managing service design (this Part);
Part 4: Guide to managing design in construction (in preparation in Panel QMS/41/- /5);
Part 10: Glossary of terms used in design management (in preparation in Panel QMS/41/- /1).

Other Parts may be added.

A British Standard does not purport to include all the necessary provisions of a contract. Users of British Standards are responsible for their correct application.

Compliance with a British Standard does not of itself confer immunity from legal obligations.

Introduction

Service design is the formative stage of a service. It should be used to meet the reasonable and foreseeable requirements of the potential users of the service whilst using the available resources with economy.

Services may be paid for directly by the recipient such as accountancy, banking or law. Other services may not be paid for directly, such as the civil service, social services, emergency services and charitable services.

The concepts, principles and quality system elements described are applicable to all forms of service, whether solely of a service character or in combination with the manufacture and supply of a tangible product. This can be shown as a continuum ranging from a situation where the service is directly related to a product to a situation where there is little product involved.

Figure 1 illustrates this concept for three types of service.

A poorly designed service may damage a company’s reputation and prospects for growth, particularly if performed without due regard to customer expectations, safety and reliability. The benefits derived from the effective management of service design are therefore considered.

This Part of BS 7000 sets out the elements of the task for the following groups of people:

senior management;
project managers;
design managers and designers.

In a large organization the functions will probably be undertaken by different members of staff. In a small organization they may be undertaken by a single person, but are nevertheless distinct and different. All the staff concerned should be aware of their functions and it is recommended that they should understand the full content of this Part of BS 7000 while paying particular attention to the section that is most directly relevant to them.

This Part of BS 7000 provides guidance and it is not a specification. The recommendations and check-lists are believed to be generally applicable, but managers are advised to use the guidance given in accordance with the circumstances of their own operation.

The prerequisites for effective design management, in the context of this Part of BS 7000 and their own organization, are the following:

awareness of customers’ interests and needs;
commitments to quality and reliability;
sincere and visible commitment to good design;
motivation of all staff involved;
a vision of the future and the provision of clear objectives;
provision of adequate resources in terms both of personnel and equipment;
provision of organizational systems;
awareness of competitors;
awareness of relevant activity and innovation in other fields;
understanding organizational capabilities and limitations.

Whilst the design process is described as a series of sequential steps, opportunities for parallel development should be considered to reduce lead time to introduction of the service.

Section 1 General

1.1 Scope

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.

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

4.3.8 Evaluation of the design process

BS 7000-3:1994

Design management systems - Guide to managing service design

Current

Published:

15 Sep 1994