SIST-TS CEN/TS 99001:2008

SLOVENSKI STANDARD
SIST-TS CEN/TS 99001:2008
01-december-2008
Podpora poslovanju - Storitve v podporo majhnim podjetjem - Terminologija,
kakovost in delovanje
Business support - Support services provided to small enterprises - Terminology, quality
and performance
Wirtschaftsförderung - Unternehmensentwicklungsdienstleistungen für kleine und
mittelständische Unternehmen - Terminologie, Qualität und Leistung
Services aux entreprises - Services d'accompagnement et de conseil aux petites
entreprises - Terminologie, qualité et performances du service
Ta slovenski standard je istoveten z: CEN/TS 99001:2008
ICS:
03.080.20 Storitve za podjetja Services for companies
SIST-TS CEN/TS 99001:2008 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
SIST-TS CEN/TS 99001:2008

---------------------- Page: 2 ----------------------
SIST-TS CEN/TS 99001:2008
TECHNICAL SPECIFICATION
CEN/TS 99001
SPÉCIFICATION TECHNIQUE
TECHNISCHE SPEZIFIKATION
October 2008
ICS 03.080.20

English Version
Business support - Support services provided to small
enterprises - Terminology, quality and performance
Services aux entreprises - Services d'accompagnement et Business support - Support Services für Kleinunternehmen
de conseil aux petites entreprises - Terminologie, qualité et - Begriffe, Qualität und Ausführung
performances du service
This Technical Specification (CEN/TS) was approved by CEN on 21 July 2008 for provisional application.
The period of validity of this CEN/TS is limited initially to three years. After two years the members of CEN will be requested to submit their
comments, particularly on the question whether the CEN/TS can be converted into a European Standard.
CEN members are required to announce the existence of this CEN/TS in the same way as for an EN and to make the CEN/TS available
promptly at national level in an appropriate form. It is permissible to keep conflicting national standards in force (in parallel to the CEN/TS)
until the final decision about the possible conversion of the CEN/TS into an EN is reached.
CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland,
France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,
Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36  B-1050 Brussels
© 2008 CEN All rights of exploitation in any form and by any means reserved Ref. No. CEN/TS 99001:2008: E
worldwide for CEN national Members.

---------------------- Page: 3 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
Contents Page
Foreword.3
Introduction .4
1 Scope .5
2 Terms and definitions .6
3 The phases of service provision.7
3.1 Description of the process .7
3.2 General (SE) .9
4 Description of phase 1 – Selection .9
4.1 Identification of needs by the manager of the enterprise (SE) .9
4.2 Preparation (SE).10
4.3 Identification of the service providers from which the enterprise may request an
offer  (SE).10
4.4 Consultation.11
4.5 Final selection of the service provider .13
4.6 Contractual relations.14
5 Description of phase 2 – Performance of the service.17
5.1 Organisation.17
5.2 Modification of the service .18
5.3 Monitoring and inspection of the service process.19
5.4 End of assignment.20
6 Description of phase 3 – Assessment of the service.21
7 Ongoing improvement of the service .22
Annex A (informative) The six fundamental principles of service provision .23
A.1 Service provision focused on the enterprise.23
A.2 A clear and transparent service offer .23
A.3 Service coherence .23
A.4 A fair price .23
A.5 A mutual commitment between the parties .23
A.6 The possibility of ongoing improvement of the service.24
Annex B (informative) Code of conduct for the service provider.25
Annex C (informative) Assessment of a business support service .26
Annex D (normative) Check-list for the small enterprises .29
Bibliography .34

2

---------------------- Page: 4 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
Foreword
This document (CEN/TS 99001:2008) has been prepared by Technical Committee CEN/TC 374 “Project
Committee - Business Support Services”, the secretariat of which is held by AFNOR.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. CEN [and/or CENELEC] shall not be held responsible for identifying any or all such patent rights.
This document has been prepared under a mandate given to CEN by the European Commission and the
European Free Trade Association, and supports essential requirements of EU Directive(s).
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to announce this Technical Specification: Austria, Belgium, Bulgaria, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia,
Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain,
Sweden, Switzerland and the United Kingdom.

3

---------------------- Page: 5 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
Introduction
To be effective, the provision of business support services to small enterprises should be based upon a
common understanding between the managers of small enterprises on the one hand and the service
providers on the other hand.
If both parties use the same methods, in the same spirit, the quality of the services will be improved, as well
as the ongoing development of the small enterprise.
In order to show to each party the needs, challenges and obligations which the other party faces in the
process of the provision of a business support service, this document is presented, where appropriate, in two
columns, the left column containing recommendations for the small enterprises (SE), and the right column
containing requirements for the service providers (SP).
4

---------------------- Page: 6 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
1 Scope
This Technical Specification establishes the general elements of a business support service of appropriate
quality. The service should be tailored to the expectations of enterprises.
This Technical Specification specifies requirements on the business support service providers, as well as
guidelines for enterprises, including self-employed persons. It focuses on the process of service provision
rather than the nature or content of the service. It is not concerned with the internal organisation of either
service providers or enterprises.
This Technical Specification can serve as a common reference for both enterprises and support service
providers.
On the one hand, for service providers, it is intended to be:
 a reference tool for how to structure the services provided;
 a guideline for providing a service corresponding to actual needs and expectations;
 a guideline for improving the quality of the service.
It clarifies the type of information exchanged between service provider and service receiver, i.e. the enterprise.
On the other hand, it is intended to help the managers to detect and specify the needs of their enterprises and
to get a suitable service by:
 expressing the needs of the enterprise;
 interacting with the service provider;
 choosing or seeking guidance on a suitable service provider;
 evaluating the service received in line with documented requirements and expectations.
This Technical Specification also contains some more detailed advice on drawing up contracts and placing
orders. It is intended to be a practical tool for enterprises to choose and evaluate their support service
providers.
This Technical Specification concerns all types of business support services, irrespective of the domain in
question (commercial, financial, training, IT, legal, marketing, organisational, technical, general
assistance, etc.), with the exception of facilities management described in EN 15221-1 and EN 15221-2
(see note). These services may be provided over extended or predefined periods (days, weeks or months), be
performed by private or public organisations and be carried out within the framework of common business
relations including direct payment of fees by the enterprise. It should be noted that, because the range of
services offered by business support providers which fall within the scope of this document is very wide, not
all possible elements of each support provision process are covered by this document.
This Technical Specification is not intended to serve as a basis for certification of the service providers.
NOTE Facilities management services according to EN 15221-1 and EN 15221-2: services that support the main
activities of the enterprise in order to improve its effectiveness via the management and provision of appropriate support
services. Facilities management services are services relating to space and infrastructure (e.g. energy management,
cleaning, office arrangement renewal) and/or to persons and organisation (e.g. access control, fire extinguisher
maintenance, security, catering, shipping of merchandise, archiving and storage).
5

---------------------- Page: 7 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
2 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
2.1
enterprise
entity engaged in an economic activity, irrespective of its legal form; this includes self-employed persons and
family businesses engaged in craft or other activities, and partnerships or associations regularly engaged in
an economic activity
[Commission Recommendation C(2003) 1422]
2.2
small enterprise (SE)
enterprise which employs fewer than 50 people and whose annual turnover and/or annual balance sheet total
does not exceed EUR 10 million
[Commission Recommendation C(2003) 1422]
NOTE The small enterprise can be at any stage of its life cycle: creation, growth, maturity or transfer. By their nature,
small enterprises have few staff and may not have the management structures and resources of larger organisations.
Therefore, one person can incorporate all operating functions of the enterprise.
2.3
micro enterprise
enterprise which employs fewer than 10 people and whose annual turnover and/or annual balance sheet total
does not exceed EUR 2 million
[Commission Recommendation C(2003) 1422]
NOTE 1 The micro enterprise can be at any stage of its life cycle: creation, growth, maturity or transfer. By their nature,
micro enterprises have few staff and may not have the management structures and resources of larger organisations.
Therefore one person can incorporate all operating functions of the enterprise.
NOTE 2 In this Technical Specification, the term small enterprise (SE) is used for micro and small enterprises as
defined by the EU as well as self-employed persons.
2.4
self employed
person working for oneself as freelance or owner of a business that has no other employees
2.5
business support service
service provided by a third party (either private or public) external to the enterprise, which involves providing
advice, services or support of any kind and for any duration of time
NOTE 1 When services are provided within the framework of a policy initiated or supported by public authorities, these
services can sometimes be funded fully or in part. In this case, services are often provided by public, para-public or semi-
public structures (advisory committees, business start-up networks, for example).
NOTE 2 The support (or assistance) is primarily directed at issues faced by the manager of the enterprise in the
exercise of his/her multiple business processes thus making it easier for him/her to take decisions based on improved
control of the activities of the enterprise and its environment.
NOTE 3 Support can lead to specialised advisory service provision intended to meet the needs of the enterprise
identified by the manager of the enterprise.
2.6
service provider (SP)
private or public enterprise, structure or organisation which provides business support services
6

---------------------- Page: 8 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
2.7
manager
person who directs and controls an enterprise (2.1)
NOTE The term manager is used for the manager of the enterprise himself/herself or a person on a team of the
enterprise or a group of people within the enterprise. In that case, we can use management or enterprise.
3 The phases of service provision
3.1 Description of the process
The service provision can be divided into three main phases:
1) the selection of a service provider which includes the identification of the appropriate service
provider, the analysis of the service offer and the contractual relations;
2) the performance of the service (during the provision of the service);
3) the assessment of the service.
For all the steps in this process, see Figure 1.
7

---------------------- Page: 9 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)

Figure 1 — Description of the service process
8

---------------------- Page: 10 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
3.2 General (SE)
The decision to call on a service provider is ALWAYS the responsibility of the manager of the enterprise.
The initial need for a service may come from:
 the manager of the enterprise himself/herself who has identified the need for an external service to
resolve a problem or to ensure that the activities of the enterprise are supported during the short or long
term, or to make up for his/her lack of experience in a particular domain;
 the profession or public authorities encouraging the enterprise to engage in actions that are useful or
indispensable for the business (adapting to regulations).
Engaging a service provider may prove useful, in particular during the business start-up process. It may
ensure that the enterprise will benefit from appropriate support offered by certain support organisations during
start up and early years of development.
A check-list (see Annex D) summarises all the stages of the service provision and the recommendations to the
enterprise.
4 Description of phase 1 – Selection
4.1 Identification of needs by the manager of the enterprise (SE)
At first, the manager of the enterprise shall identify his/her motivations and determine the objectives of his/her
decision to use a service provider.
The manager of the enterprise should identify the need, type and availability of support services. For example:
 suitable level of support, temporarily or long term, of an activity by an external service provider in order to,
for example:
 retain the key resources of the enterprise;
 perform services at a lower cost – for the same quality – than if they were carried out internally;
 resolve problems relating to understaffing and/or under capacity.
 access expert knowledge in order to deal with problems which the enterprise cannot resolve by itself or to
help it come out of its isolation by participating in a collective project.
 advice regarding strategy and development of the enterprise during its start-up phase and during the
course of its life when it needs to begin a new stage in its development.
Several types of service providers exist. The enterprise should consider the differences between, for example:
 public organisations and institutions which provide pre-defined services;
 legal entities or private persons involved in free competition. This group includes organisations whose
skills or services are regulated;
 professional associations, networks.
Public assistance mechanisms may sometimes lower the final cost of the service, either via aid provided to
the organisation, which provides the support service or via direct aid to the enterprise.
9

---------------------- Page: 11 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
The existence of aid or a financing mechanism, which reduces the final cost of the service, is a selection
criterion to be considered.
It is recommended that the enterprise record the needs for external service.
4.2 Preparation (SE)
Where the need for a service provider has been identified, a plan for the service should be developed.
The plan should clearly outline the service to be provided, the results expected, the timelines for
implementation and the intermediate outcome. The short or long term expectations for the service provision
should also be included in the plan e.g. assuming that the service will become part of the enterprise or will be
taken over by the service provider over time.
The plan should assess the available resources within the enterprise such as financial resources, allocation of
manager/employee's time, predictable secondary effects (training, costs linked to changes, etc.). The
management may be obliged to define the limits of the service provider’s activity as early as this stage and
thus the share of the service that will be carried out by the management and/or by the enterprise.
The plan should identify the criteria to be used for selecting the service provider (field of expertise, speciality)
and the nature of the contract to be concluded (lump-sum contract, contract based on results, etc.).
Even if there is little time for the manager of the enterprise to search for a service provider or to express
his/her objectives in detail, it is fundamental that he/she takes the time to formalise in writing the general
objectives of the service that he/she expects. Otherwise there is a high risk that the service will not meet
his/her expectations.
The manager of the enterprise may be assisted in defining the needs and objectives of the enterprise by a
general service advisory body, a public service, a chamber of commerce or other type of chamber, federations
or professional organisations. Although the enterprise should ensure that this support does not impair the
objectivity and neutrality of the service provided if links with potential service providers exist.
4.3 Identification of the service providers from which the enterprise may request an offer
(SE)
Once the plan for the service has been defined and documented, the search for a suitable service provider
who is able to meet the needs of the enterprise can begin.
This identification stage may not be necessary where the enterprise has already previous experience with the
service provider either directly or based on recommendations from a reliable source or if the initial impetus
(see 3.2) does not come from the manager of the enterprise or if a pre-selection is communicated by an
organisation on which the manager of the enterprise can rely.
A review of the suitable service providers will enable the enterprise to make a more informed decision on the
most qualified and suitable service provider to meet the needs of the enterprise.
Factors to be considered in this review include:
 internal quality assurance system: the service provider has made the effort to guarantee a certain level of
quality;
 quality label delivered by an independent organisation: certification (EN ISO 9001 for example),
professional qualification, badge or charter of professional organisations, etc. This quality label is
important because:
 the service provider has made the effort to obtain a label and is thus obliged to ensure that an
independent organisation evaluates its professionalism and the quality of its services;
10

---------------------- Page: 12 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
 certification bodies generally verify the description of the field of activities covered: title of the
certification, domain of the professional qualification;
NOTE If the enterprise requires the services of a regulated profession or activity, it is recommended to verify that the
service provider is registered by the organisation that regulates this profession or activity.
 recommendation or word-of-mouth if the services previously delivered have met with the requirements;
 public or private organisations that are either involved in providing information to enterprises or that work
within a domain corresponding to one of the business disciplines selected by the enterprise.
In general, a list of members published by professional associations, advisory bodies, etc., is based on no or
internal selection criteria. The associations concerned can provide information about the selection criteria they
apply.
Even if the identification process results in one single service provider, the manager of the enterprise should
go through with the service provider selection process to ensure that this service provider can offer a service
suitable for the enterprise.
If the identification process results in too many service providers, the manager of the enterprise should limit
the contacts to two or three, using, for example, the following criteria:
 any information that demonstrates that the service provider is competent to provide the required service
adequately: for instance by making reference to the same type of service and adequate provision to
enterprises;
 geographical proximity.
This phase should be carried out before any meeting with a service provider takes place, with one single
objective: the need to find a service provider with the skills required to provide the appropriate level of service.
4.4 Consultation
4.4.1 Consultation with the service provider(s) (SE)
The manager of the enterprise should objectively analyse the selection of the service provider(s) from which
an offer will be requested.
The manager of the enterprise should set aside time to contact the service provider(s) selected at this stage
and negotiate the service offer with them. This contact has two objectives:
 to get to know the service providers (and vice versa) in order to make sure that the service provider
chosen will be able to provide the service adequately and efficiently;
 to define the exact extent of the offer.
In particular the manager of the enterprise should:
 define the problem, the objectives that he/she intends to achieve, the resources that can be assigned and
the possible assessment criteria for the results to be achieved. The manager of the enterprise should
provide all the information required for a proper understanding of the needs of the enterprise. The key
issues to be addressed are objectives, results, timelines and assessment criteria. It is recommended that
the manager of the enterprise prepares a written understanding of the service to be provided. This can be
done in a simple manner;
EXAMPLE “consider how accounts are maintained by defining what shall be performed/prepared within the
enterprise and what shall be carried out by the service provider. The accounting results shall be communicated on the xth
working day of the month (m + 1). Establish a monthly analytical chart within the same time period”.
11

---------------------- Page: 13 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)
 explain to the service provider that all offers given will be evaluated in accordance with the fundamental
service criteria (indicated in Annex A);
 ask the service provider to:
 present the service organisation, experience, working methods and working teams;
 validate the objectives to be obtained for the service to be provided or ensure that they are evaluated
together with the service provider, taking into account the latter’s experience in the domain in
question;
 make a service offer, preferably in writing.
4.4.2 Analysis of the specific needs of the enterprise (SP)
It is fundamental for the service provider to understand the needs of the enterprise in order to make a suitable
offer. In-depth discussions with representatives of the enterprise are essential for the understanding of the
enterprise.
The service provider shall become acquainted with human, economic and physical aspects of the enterprise
and shall:
 present its activities and fields of expertise to the enterprise;
 enquire about the need expressed by the manager of the enterprise;
 strive to identify the actual needs of the enterprise, the objectives and a solution suited to the context and
the means of the enterprise.
The service provider should together with the manager of the enterprise assess the enterprise commitment to
the service provision as this commitment is essential for the success of the service provision.
If the service provider lacks the resources or the expertise required to carry out the service provision, the
service provider should refuse to carry out the service. A basic requirement for providing appropriate quality
support services is that the necessary human and material resources are available to do the job properly. The
service provider needs to plan, as appropriate, the availability of staff and/or additional resources, with the
skills and competences to deliver the services required by the enterprise.
4.4.3 Elaboration and presentation of the service offer (SP)
Within a mutually agreed period, the service provider submits a written proposal to the enterprise, including:
 a presentation of the service provider;
 a presentation of the needs of the enterprise as understood by the service provider: initial enterprise
request, the problem it faces and its actual needs;
 the work proposed, adapted to each enterprise: method selected, organisation, work phases, human and
material resources involved, the part to be performed by the enterprise, the time schedule, the
performance deadlines, the personnel to be involved;
 the expected results;
 the mutual commitments (between the service provider and the enterprise);
 the assessment criteria for the results if they can be defined, or the commitment of resources;
12

---------------------- Page: 14 ----------------------
SIST-TS CEN/TS 99001:2008
CEN/TS 99001:2008 (E)

...