标准编号：ISO 24510:2007
中文名称：与饮用水和废水业务相关的活动 消费者服务的改进和评定指南
英文名称：Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users
发布日期：2007-12
标准范围
This International Standard specifies the elements of drinking water and wastewater services of relevance andinterest to users. It also provides guidance on how to identify users’ needs and expectations and how toassess whether they are being met.The following are within the scope of this International Standard:- the definition of a language common to the different stakeholders;- the definition of key elements and characteristics of the service to users;- the objectives for the service with respect to users’ needs and expectations;- guidelines for satisfying users’ needs and expectations;- service to users assessment criteria;- introduction to performance indicators;- examples of performance indicators.The following are outside the scope of this International Standard:- methods of design and construction of drinking water and wastewater systems;- the regulating management structure and methodology of operation and management of activities relatingto drinking water and wastewater services, including contracting;- topics relating to the system inside buildings.NOTE 1 This International Standard, ISO 24511 and ISO 24512 comprise a series of standards addressing waterservices. It is therefore advisable to use these three International Standards in conjunction with each other.NOTE 2 The list of terms and definitions in Clause 2 is common to this International Standard, ISO 24511 andISO 24512.NOTE 3 Annex A contains three tables of correspondence between equivalent terms in English, French and Spanish.
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