Useful references relating to standards development and procedures
Useful references for general background
My ISO job (ISO publication)
A brochure on 24 A4 pages giving guidance to delegates and experts on ISO technical committees and working groups. Also available in French on ISO Online.
Joining in: Participating in International Standardization (ISO)
A brochure that goes into greater detail and expands on the guidance provided to experts involved in ISO work given in My ISO job (published in 2007).
The following are relevant articles from ISO magazines: ISO Focus, ISO Bulletin and ISO Management Systems
Managing complaints: from prevention to handling through to resolving disputes, by Dana Kissinger-Matray and Kernaghan Webb, ISO Management Systems Sept-Oct 2003
A three-page article introducing and describing briefly the content and role for the three ISO standards which can contribute to a robust system for managing complaints (ISO 10001:2007, Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations, ISO 10002:2004, Quality management - Customer satisfaction - Guidelines for complaints handling in organizations and ISO 10003:2007, Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations.)
Standards for customer service by Bill Dee and others. ISO Focus July-Aug 2005.
A four-page article introducing and describing briefly the content and role for the three ISO standards mentioned above. Note: these standards were renumbered subsequent to the publication of this article.
Graphical symbols to address consumer needs by John Perry. ISO Bulletin March 2003.
A two-page article showing that graphical symbols need to be developed carefully and that there is a body of knowledge about their design for maximum recognition. It also acts as an introduction to ISO/IEC Guide 74, Graphical symbols-Technical guidelines for the consideration of consumers’ needs.
Instructions for use of products of consumer interest by Gordon Hayward. ISO Focus July-Aug 2005.
A two-page article which shows the poor quality of some existing instructions, and introduces the breadth of content and applicability of the revised Guide 37. When applied by standards developers, this Guide aims to improve the quality of instructions.
Giving more to older and disabled people. By Yasuyuki Hoshikawa. ISO Focus July-Aug 2005
A three-page article containing relevant background information about ageing populations and the relevance of ‘design for all’ principles. Indicates the relevance of the ISO/IEC Guide 71, Guidelines for standards developers to address the needs of older persons and persons with disabilities and details the influence it has in the EU and in Japan.
Standards to address child injury control and safety. By Dirk van Aken. ISO Bulletin December 2002.
A practical four-page article reviewing how the revised ISO/IEC Guide 50 –Safety aspects-Guidelines for child safety could be applied when developing (or revising) standards.