ISO 9000 for the Year 2000: Setting a Standard for Service Delivery in Business-to-Consumer Transactions

Organization

Consumers’ Association of Canada (CAC)

Published

1998

Summary

This Consumers' Association of Canada (CAC) report addresses service quality in business-to-consumer transactions and suggests how organizations could improve the reliability and credibility of consumer service claims. The CAC held discussions with both consumers and industry stakeholders, and those involved in the development of ISO 9000 standards, and then created a “Guide to the Delivery of Quality Services in Business-to-Consumer Transactions”. This document is intended to help those organizations wishing to improve the reliability and credibility of service quality claims and apply quality management in the service sector. The CAC concluded that industry players could adopt the Guide by following these suggestions: 1) establishing an accreditation system, 2) developing a national voluntary ISO 9000 service standard, and 3) aligning it with other management system standards.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database