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IS 15700 (2005): Quality management systems - Requirements

for service quality by public service organizations [MSD 2:
Quality Management]

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IS 15700:2005

%m9v7m
-

Indian Standard
QUALITY MANAGEMENT SYSTEMS
REQUIREMENTS FOR SERVICE QUALITY BY
PUBLIC SERVICE ORGANIZATIONS

ICS03. I2O.1O

0 BIS 2005

BUREAU
MANAK
December 2005

OF

INDIAN

STANDARDS

BHAVAN, 9 .BAHADUR SHAH ZA.FAR MARG

NEW DELHI 110002
Price Group 3

Quality Management Sectional Committee, MSD 2

FOREWORD
This Indian Standard was adopted by the Bureau of Indian Standards, after the draft finalized by the Quality Management
Sectional Committee had been approved by the Management and Systems Division Council.
All organizations, large or small, have an established way or system of doing business. A quality management system
is about how an organization manages its business activities which are associated with quality of service. Quality
management system helps an organization to build systems which enable it to provide quality service consistently. It
may be clarified that characteristics of the service(s) and their standards (norms) are defined in the respective service
standards, and not in the quality management standards. Therefore, quality management system standards are not
alternate to service standards. In fact, they are complementary to each other. The use of service standards together with
quality management system standards help in not only maintaining but also continually improving quality of services,
which may result in enhancing customers satisfaction and competitiveness.
Quality management systems standards take into consideration eight quality management principles, namely, customer
focus, leadership, involvement of people, process approach, system approach to management, continual improvement,
factual approach to decision-making, and mutually beneficial supplier relationships, which are relevant and applicable
to all organizations providing service.
Quality management standards promote the adoption of a process approach when developing, implementing and
improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer
requirements.
For an organization to fimction effectively, it has to identifi and manage numerous linked activities. Set of inter-related
or interacting activities which transforms inputs into.outputs is termed as process. 0t3en the output from one process is
the input to the next process.
The application of a system of processes within an organization, together with the identification and interactions of
these processes, and their management, can be referred to as the process approach.
An advantage of the process approach is the ongoing control that it provides over the linkage between the individual
processes within the system of processes, as well as over their combination and interaction. In addition, it highlights the
value addition at every stage.
When used within a quality management system, such an approach emphasizes the importance of
a)

understanding and meeting requirements,

b)

the need to consider processes in terms of added value,

c)

obtaining results of process performance and effectiveness, and

d)

continual improvement of.processes based on objective measurement.

This standard has been specifically designed for the public service organizations, and in its formulation,
considerable assistance has been drawn tlom 1S/1S0 9001 :200.0 Quality management systems Requirements,
1S/1S0 10002 :2004 Quality management Customer satisfaction Guidelines for complaints handling in
organizations and Government of India guidelines on Citizens charter andPublic grievance handling.
This standard can be used by internal and external parties, including certification bodies, to assess the organizations
ability to meet customer, regulatory and the organizations own requirements.

IS 15700:2005

Indian Standard
QUALITY MANAGEMENT

SYSTEMS

REQUIREMENTS FOR SERVICE QUALITY BY

PUBLIC SERVICE ORGANIZATIONS
dissatisfaction made to an organization related to its
products, services and/or process,
where a response
or resolution is explicitly or implicitly expected.

1 SCOPE
1.1 This standard specifies requirements for a quality
management system where a public service organization

3.3 Complainant
Person, organization,
representative, making a complaint.

a) needs to demonstrate its ability to consistently

provide effective and ei%cient service that meets
customer and applicable legal, statutory and
regulatory requirements,

or its

3,4 Complaints Handling Objective Something

sought, or aimed for, reiated to complaints handling.

b) aims to enhance customer satisfaction, and

c) aims to continually improve its service and service
delivery process.

3.5 Customer Organization or person that receives a

product andfor service.

1.2 The requirements for complaints handling process

Example: Consumer, client, citizen, end-user, beneficiary

and purchaser.

covered in this standard do not apply for employment

related disputes and/or disputes referred for resolution
outside an organization.

3.6 Customer Satisfaction Customers perception of

the degree to which the customers requirements have been
t%ifilIed.

2 R-EFERENCE

NOTES

The following standard contains provision, which through

reference in this text constitutes provision of this standard.
At the time of publication, the edition indicated was valid.
All standards are subject to revision and parties to
agreements based on this standard is encouraged to
investigate the possibility of applying the most recent
edition of the standard indicated below:
IS No.
1S/1S0 9000:2005

1 .Crrstomer complaints are a common indicator of low customer

satisfaction

but their absence does not necessarily

imply

high

customer satisfaction.
2

Even when customer requirements

have been agreed with the

customer and fulfilled, this does not necessarily ensure high customer
satisfaction.

3.7 Feedback Opinions, comments, suggestions and

expressions of satisfaction/dissatisfaction.

Title

Quality management systems

Fundamentals and vocabulary

3.8 Non-conformity

(third revision)

3.9 Public Service Organization An organization

which provides service(s) to public at large and/or whose
activities influence public interest.

3 TERMS AND DEFINITIONS

Non fulfillment of a requirement.

Example: Government ministries and departments,

Regulatory bodies, Public utility service providers, etc.

For the purpose of this standard, the following terms and

definitions, in addition to that givenin1S/1S09000shall
apply.

NOTE

Wherever the term organization

has been used in this

standard, it means public service organization.

3.1 C%tizensCharter Citizens charter is a document

declaring the intentions and the commitment of an
organization for providing effective and efllcient service,
taking into account customers expectations and minimum
acceptable levels of service, thereby providing assurance
that the organization complies with the service quality
standards.
3.2 Complaint

(Grievance)

Expression

3.10 Quality Degree to which a set of inherent

characteristics t%lfilsrequirements.
NOTES
-1 The requirements

include product rind/or service requirements.

2 Inherent, as opposed to assigned, means existing in something,

especially as a permanent characteristic.

3.11 Service The results generated, by activities at the

of
1

IS 15700:2005

interface between the organization and the customer and

by organizations internal activities, to meet customer
requirements.

delivery processes at the customer interface and

those needed to directly support them (see 7.2).
4.3 Control of Documents

3.12 Service Delivery -The

organizations activities,
including those at ~he customer interface, necessary to
provide the service.

4.3.1 All the documents required by this standard shall be

3.13 Service Quality Objectives Something sought,

or aimed for, related to service quality.

b) reviewed periodically, updated as necessary and

re-approved. The changes made shall be identified;
and

3.14 Service Quality Policy The overall intentions

and direction of an organization as regards service quality,
as formally expressed by top management.

c) legible and identifiable indicating their current

revision status.

a) approved for adequacy prior to issue;

4.3.2 The organization shall

3.15 Stakeholder (Interested Party) Person or group

having an interest in the performance or success of an
organization.

a) maintain a master list of all documents related to

the scope of this standard which also identifies their
current revision status;

Example: Customers, owners, people in an organization,

suppliers, bankers, unions, partners or society.
NOTE A group can comprise an organization,

b) maintain distribution list of all such documents;

c:) ensure that the current versions of applicable
documents are available at points of use;

a part thereof, or

more than one organization.

d) ensure that obsolete documents, if retained for any

purpose, are suitably identified to prevent their
unintended use; and

3.16 Top Management Person or group of people,

who directs and controls an organization at the highest
level.

e) ensure that the documents of external origin are

identified and their distribution controlled.

4 DOCUMENTATION REQUIREMENTS
A documented procedure shall be established to
define the controls needed for the above.

4.3.3

4.1 General
The organization shall document the following:
a) Service quality manual;

4.4 Control of Records

b) Citizens charter;

Records (including files) shall be established and

maintained to provide evidence of conformity to
requirements and for the effective operation of the
management system for service quality. The records shall
remain legible, readily identifiable and easily retrievable.
The method of identification, storage, protection,
disposition of each record, their retention time and
responsibility for each of these activities shall be
established in a documented procedure.

c) Any other document needed by the organization

for effective planning, operation and control of its
service and service delivery processes; and
d) Records required by this standard (see4.4).
4.2 Service Quality Manual

The organization shall establish and maintain a service

quality manual which includes

5 MANAGEMENT

a) scope of service quality management system;

RESPONSIBIkJTY

b) service quality policy;

5.1 Management

c) service quality objectives;

Top management shall

a) establish the service quality policy .attd citizens
charter,
b) ensure that service quality objectives and
complaints handling objectives are established,
c) conduct management reviews, and
d) ensure the availability of resources.

d) complaints handling objectives;

e) responsibility and authority ofpersonnel at relevant
levels within the scope of this standard;
8

documented procedures required by this standard;

g) other documents, needed by the organization for

-effective planning, operation and control of its
service and service delivery processes, or reference
to them; and

Commitment

5.2 Customer Focus

Top management

h) description of service processes including service

2

shall ensure that the customer

IS 15700:2005

requirements are determined and are met with the aim of

enhancing customer satisfaction.

include
a) identifying all stakeholders of the organization,

5.3 Service Quality Policy an-dflitizens Charter

b) identifying all key services provided by the

organization,

rop management shall ensure that service quality

policy and citizens charter
5.3.1

c) preparing a draft citizens charter in consultation

with stakeholders,

a) are documented,

d) formally issuingheleasing the citizens charter afler

its approval by appropriate authority, and

b) are appropriate to the purpose of the organization,

c) are made available to all personnel including
customers and other stakeholders,
d) are communicated
organization,

e) reviewing and updating, as necessary, based on the

feedback.and continuing suitability.

and understood within the

5.6.3 Nodal Officer

e) include a commitment to comply with requirements

and continually improve the effectiveness of the
quality management system, and
9

5.ii.3. 1 Nodal officer at apex level

Top m-anagement shall appoint a member of its

management as a nodal officer at apex level who,
irrespective of other responsibilities,
shall have
responsibilities and authority, which include

are reviewed for continuing suitability.

5.3.2 The service .quali~ policy shall provide a framework

for establishing and reviewing service quality objectives
and complaints handling objectives.

a)

5.4 Objectives
Service quality objectives and complaints handling
objective shall be consistent with the service quality policy
and shall be established at relevant functions and levels
within the organization. All the objectives shall be
measurable and documented.

c) acting as public grievance officer and reporting to

top management of any complaints which have a
significant impact on the organization;
d) regularly reporting to the top management on the
performance of the service quality, citizens charter
and complaints handling with recommendations for
improvement; and

a) Input of customers and other stakeholders;

b) Any relevant legal, statutory and regulatory
requirements; and

5.6 Responsibility,

Authority

ensuring that processes needed for the service,

service delivery, citizens charter and complaints
handling are established, implemented and
maintained;

b) acting as member-secretary of the working group

(see 5.6.2) for formulation of the citizens charter;

5.5 When establishing the above policy and objectives,

the following factors shall be taken into account:

c) Financial, operational
requirements.

The responsibilities of the working group shall

5.6.2.1

e) devising mechanism for obtaining feedback and

interna[quality audit (see 8.3). -

rind organizational

NOTES
1 The responsibility of the nodal ot%cer at apex level may also include

and Communication

liaison with the certifying body.

2 While nodal officer at apex level shall be responsible for the above,

5.6.1 Top management shall ensure that the responsibilities

he mzy take the help of other officer in the organization, if required,

and authorities are established at relevant f~ctions and

levels, related to the scope of this standard, and
communicated within the organization.

on account of administrative

exigencies or in public interest.

5.6.3.2 Nodal ojicer at unit level

Where an organization is providing services through its
different units, the top management shaIl ensure the
appointment of a nodal officer at unit level, who,
irrespective of other responsibilities, shall

5.6.2 Working Group for Citizens Charter

Top management shall constitute a working group for
formulation of the citizens charter. The nodal officer
(see 5.6.3) at the apex level shall act as a member secretary
of the working group. The working group shall include
representatives
from top management,
middle
management, staffassociationh-miens, customers and other
stakeholders. The selection of team members shall be done
in a transparent reamer, the details of which are accessible
to public.

a) ensure that processes needed for the service, service

delivery, citizens charter and complaints handling
are implemented and maintained;
b) act as public grievance oftlcer and
c) report regularly to the nodal ofllcer at the apex
level, on the performance of the service quality,
3

IS 15700:2005

a) selected on the basis of capability to satis~ defined

job specifications,

citizens charter and complaints handling with

recommendations for improvement.

b) trained to ensure that they understand the tasks to

be performed and the objectives to be achieved
including how they contribute to the achievement
of objectives,

5.6.4 Internal Communication

Top management shall ensure that appropriate
communication processes are established within the
organization so that effective communication takes place
for the various processes related to service, citizens charter
and complaints handling.
5.7 Management

c) aware of their responsibilities including promptly

reporting on complaints/feedback which have a
significant impact on the organization, and
d) aware of procedures to be followed and information
to be given to the customers,

Review

5.7.1 Top management shall review the organizations

management systems for service quality, citizens charter
and complaints handling at planned intervals to ensure their
continuing suitability,
adequacy, efficiency and
effectiveness. This review shall include assessing
opportunities for improvement and the need for changes,
including the service quality policy and objectives. Records
of management reviews shall be maintained (see 4.4).

6.2.1 The training records shall be maintained (see 4.4).

6.2.2 The organization shall ensure that the personnel,
who are in direct contact with the customers
a) are available and accessible, as specified;
b) are sensitized to treat customers in a courteous
manne~
c) respond promptly to customers enquigdcomplain~

5.7.2 The input to management review shall include

information on

d) provide accurate,
information; and

a) follow-up actions fi-omprevious reviews,

updated

and complete

good
interpersonal
e) possess
communication skills.

b) results of audit,

and

good

c) customer feedback including results of customer

satisfaction surveys,

6.3 Infrastructure

d) changing customer requirements,

The organization shall determine, provide and maintain

e) feedback from other stakeholders,

the infrastructure and work environment necessary for

achieving service quality and complaints handling.

extent to which objectives are achieved,

g) status of preventive/corrective actions,

h) review of processes performance, and
j)

and Work Environment

7 CITIZENS CHARTER, SERVICE

AND COMPLAINTS HANDLING

recommendations for improvement.

PROVISION

7.1 Citizens Charter

5.7.3 Review output shall include any decisions and

actions related to

7.1.1 The citizens charter shall contain

a) vision and mission statement of the organization,

a) improvement in service quality standards;

b) list of key service(s)

organization, and

b) improvement in customer satisfaction;

c) improvement in the management systems for
service quality, citizens charter, and complaints
handling; and

being offered by the

c) measurable service standards for the service(s)

provided and remedies available to the customer
for non-compliance to the standards.

d) Resource needs.
7.1.2 The citizens charter shall
6 RESOURCE

a) represent a systematic effort of the organizationto

focus on its commitment towards its customers;

MANAGEMENT

The organization shall determine and provide

resources for effective implementation of management
systems for service quality, citizens charter and complaints
handling. The resources shall include human resources,
infrastructure and work environment.

6.1

b) be simple and easily understandable and also

printed in local languages, as require~
c) be non-dkcriminatory;
d) describe or refer to complaints handling process;
e) include the name, address, telephone number and
other contact details of the public grievance offlce~

6.2 The organization shall ensure that the personnel are

4

IS 15700:2005

0 be periodically reviewed for updation and continual

c) Widely publicizing the information about

complaints handling process through print, web
and other media. The name, address, telephone
number and other contact details of the public
grievance ofllcer of the organization shall also be
displayed prominently at the reception and other
convenient places in the organization;

improvement;

d highlight expectations of the organization from its

customers, wherever required; and
h) provide information on the date of issue of the
citizens charter and persons who were consulted
during its preparation.

d) Unique identification of the complaint and

recording necessary information including relevant
details of complaint, remedy requested, due date
of redress, relevant data related to the complaint
and immediate action to be taken (if any);

7.2 Service Provision

The organization shall
a) ensure that services being provided by the
organization take into account expectations of the
customer and regulatory requirements;

e) Scrutiny of the complaint and its categorization as

critical, major or minor depending upon its
seriousness and severity;

b) ensure that the service delivery processes are in

line with the objectives defined by the organization;

f) Acknowledgement of each complaint promptly

c) assure the quality of the products and/or services

purchased and/or outsourced, which affects its
service quality;

giving the complaint number along with an

indication of the redress time and the name,
designation and telephone number of the employee
to be contacted for all future correspondence;

d) ensure availability ofprocedures/work instructions,

information, wherever necessary, and their
implementation so that service delivery processes
are carried out as specified;

a Investigation

of relevant circumstances and

information relating to the complaint. The level
of investigation shall be commensurate with the
seriousness and severity ef the complaint. If the
complaint cannot be immediately resolved, it shall
be dealt in a manner which would lead to its
effective redress as soon as possible and the
complainant shall be intimated;

e) ensure availability and use of suitable equipment,

monitoring and measuring devices;
f) ensure calibration or verification of measuring
equipment at specified intervals, or prior to use,
wherever necessary;

h) Communication of the decision to the complainant

regarding his complaint immediately after the
decision is taken and getting his feedback. In case
the decision is not in line with the remedy requested
by the complainant, the justification for the decision
taken along with alternative internal and external
recourse available for appeal shall also be intimated
aflerwhich the complaint shall be closed; and

g) identi& the verification status of the service or

service delivery process at relevant stages;
h) identi~, veri~, protect and safeguard the customer
property, whenever provided by the customer for
its use in service; and
.j)

ensure implementation
of monitoring and
measurement including time norms as specified in
the citizens charter.

j) Nominating

Ombudsman
who could be
approached if normal service delivery mechanism
does not respond.

7.3 Complaints Handling

The organization shall establish a documented procedure
for complaint handling process. Various steps in the
complaints handling process shall include the following:

8
IMPLEMENTATION,
MONITORING,
MEASUREMENT AND IMPROVEMENT

a) Identification of complaint prone areas in a

systematic manner and determine the time norms
for their redress;

8.1 Implementation
The organization %hall
a) establish single-window system at points of public
contact to facilitate disposal of applications;

b) Providing information concerning complaints

handling process in clear language and formats
accessible to all. Such information shall include:
to be provided by

b) set up information and facilitation centres and helplines for information on procedures, application
status, etc;

3) time limitswithin which the complaint will be

closed.

c) widely publicize Ihe citizens charter through

organizations website, media and sending copies
to all stakeholders;

1) where and how the complaints can be made,

2) minimum information
complainant, and

IS -15700:2005
d) prominently display the citizens charter in the
organization; and

designed methodology. This information shall be used for

continual improvement.

e) publishannually thedata relating toperforrnance,

namely commitment relating to citizens charter
in the annual report or by some other suitable
means.
8.2 Monitoring

8.3 Internal Quality Audit

The organization shall conduct internal audits at planned
intervals to determine whether the management system for
service quality c-onforms to the requirements of this
standard and to the documents established by the
organization. An audit plan shall be documented indicating
the scope, frequency of audit, auditor(s), auditee and audit
date(s)/time. Selection of auditors and conduct of audits
shall ensure objectivity and impartiality of.the audit
process. Auditms shall not audit their own work. The
auditee shall ensure that actions are taken without undue
delay to eliminate detected non-conformities and their
causes. Follow-up activities shall incIude the verification
of the actions taken and reporting of verification results.
Records of the audits shall be maintained (see 4.4).

and Measurement

8.2.1 The organization shall monitor and measure

a) the characteristics of the service and service
delivery processes to veri@ that the service quality
objectives and service standards have been met.
This shall also be carried out at all stages and
locations where the organization has an interface
with the customer;
b) the performance, namely commitment made in the
citizens charter and complains
handling
procedure on a regular basis and report to top
management
with recommendations
for
improvement; and

8.4 Analysis of Data

The organization shall analyze the data collected during

monitoring and measurement (see 8.2. 1) and customer

satisfaction (see 8.2.2) to determine current level of
performance and opportunities for continual improvement,
particularly where non-conformities are recurring.

c) the workhg of the complaints handling machinery

through random checks.
8.2.1.1 In addition, the editors/grievance column of the
local newspapers shall be regularly examined by the
organization for picking up cases, as appropriate.

8.5 Improvement
8.5.1 Corrective and Preventive Actions

The organization shall take action to eliminate the cause(s)

of non-conformities and potential cause(s) in order to
prevent recurrence and occurrence respectively. These
shall be appropriate to the effects of the non-conformities
encountered and potential problems. Records of action
taken and improvements effected shall be maintained
(see 4.4).

8.2.1.2 Records of the evidence of conformity shall be

maintained (see 4.4).
8.2.2 Customer Satisfaction
The organization shall establish and implement a system
for measuring customer satisfaction through suitably

Bureau of Indian Standards

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harmonious development of the activities of standardization, marking and quality certification of goods
and attending to connected matters in the country.
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without the prior permission in writing of BIS. This does not ~reclude the free use, in the course of
implementing the standard, of necessary details, such as symbols and sizes, type or grade designations.
Enquiries relating to copyright be addressed to the Director (Publications), BIS.
Review of Indian Standards
Amendments are issued to standards as the need arises on the basis of comments. Standards are also reviewed
periodically; a standard along with amendments is reaffirmed when such review indicates that no changes are
needed; if the review indwates that changes are needed, it is taken up for revision. Users of Indian Standards

should ascertain that they are in possession of the latest amendments or edition by referring to the latest issue of
BIS Catalogue and Standards : Monthly Additions.
This Indian Standard has been developed from Doc : No. MSD 2 (3 13).

Amendments

Amend No.

Issued Since Publication

Date of Issue

Text Affected

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