What is EN 16763:2012?

EN 16763:2012 is a technical standard that provides guidelines for the service delivery of various industry sectors, including facility management. It was created by the European Committee for Standardization (CEN) and aims to establish a common framework for the quality of services offered. This standard defines the requirements and competencies needed to deliver high-quality services in an efficient and effective manner.

The Importance of EN 16763:2012

This standard plays a crucial role in promoting consistency and professionalism in the service industry. It ensures that customers receive reliable and standardized services regardless of the sector they are dealing with. EN 16763:2012 covers a wide range of service-related aspects, such as strategic planning, resource management, and service evaluation. By adhering to this standard, organizations can enhance customer satisfaction, reduce risks, and improve overall operational performance.

Key Elements of EN 16763:2012

EN 16763:2012 outlines several key elements that companies need to consider when delivering services. These include:

Competency requirements: The standard focuses on the necessary qualifications, knowledge, and skills that service providers should possess to ensure the provision of high-quality services.

Process management: It emphasizes the establishment of efficient processes and procedures to effectively deliver services and meet customer requirements.

Documentation: EN 16763:2012 requires service providers to maintain complete and accurate documentation of their activities to ensure transparency and accountability.

Continuous improvement: The standard highlights the importance of continually monitoring and improving service delivery processes to meet evolving customer needs and expectations.

Implementation of EN 16763:2012

Implementing EN 16763:2012 requires organizations to align their internal processes and practices with the standard's guidelines. This can involve conducting a gap analysis, identifying areas that need improvement, and developing action plans to address those gaps. It also entails providing appropriate training and development opportunities for staff to acquire the necessary competencies outlined in the standard. Regular audits and assessments are essential to ensure ongoing compliance and maintain the quality of service delivery.