overview of relevant guidelines, including on labelling

How can standards help suppliers communicate effectively? Overview of relevant guidelines By Kevin McKinley, Deputy Secretary-General

ISO/COPOLCO workshop: Building confidence in a business-to-consumer relationship – roles and expectations Milan, 14 May 2014

ISO – A Global System

Vision &

Strategy

Customer

Financial

Learning Growth

Internal Process

164 national members 98% of world GNI

97% of world population

Central Secretariat in Geneva

138 FTE staff from 19

Countries

Collection of 19 777 ISO Standards

Over 649 organizations

in liaison 1 103 standards

produced in 2013

229 active TG’s 3 483 technical

bodies 4 518 documents

under development

Updated January 2014

2013 − Sludge recovery, recycling, treatment and disposal − Biotechnology − Sustainable purchasing − Anti-bribery management system – Requirements − Innovation process: interaction, tools and methods − Management consultancy − Fine bubble technology − Water re-use − Occupational Health & Safety MS requirements − Clean cookstoves and cooking solutions − Collaborative business relationship management –

Framework − Chain of Custody of Forest Based Products –

Requirements − Educational organizations management systems -

Requirements with guidance for use 2014

− Brand evaluation

2010 − Asset management − Natural gas fuelling stations − Pigments, dyestuffs & extenders − Safety amusement rides and devices − Treated wastewater re-use for irrigation − Biogas − Energy savings

2011 − Project, programme & portfolio mgt − Additive manufacturing − Facilities management − Outsourcing − Risk management − Bionics − Fireworks − Coal bed methane − Carbon capture and storage

2012 − Railway applications − Sustainable development in communities − Plastics and rubber machines − Compliance programs − Forensic sciences − Customer contact centres − Light and lighting

ISO’s work in recent years

New ISO groups touching upon sustainability pillars of: Environment Economic Societal

Contributions of ISO/COPOLCO ISO/IEC Guides on consumer information issues

• Guide 14, Purchase information on goods and services intended for consumers

• Guide 37, Instructions for use of products by consumers

• Guide 41, Packaging – recommendations for addressing consumer needs

• Guide 74, Graphical symbols – Technical guidelines for the consideration of consumers’ needs

Presenter

Presentation Notes

This is just a selection of the complete collection of COPOLCO Guides. ISO/IEC Guide 14 is primarily intended for standards writers but also helpful to manufacturers. Revision has begun on this with the working group taking account notably of technological advances for transmitting information (internet, bar codes, QR codes, etc.). Work on Guide 41 will start shortly. In the meantime both Guides operate on the premise that High quality consumer information at the outset is vital and reduces time and money spent dealing with consumer complaints ISO/IEC Guide 37:2012 is written in non-technical language to explain the principles of what has to be considered when writing instructions for use. It offers a simple introduction to these factors to anyone with a professional interest: experts developing standards, product designers, manufacturers, writers of technical information and instruction for use, importers, regulators, inspection bodies and researchers. The guide alerts instruction writers to the needs of older consumers and consumers with disabilities – for example, who may have problems with small print sizes. It also takes into account that since publication of the second edition of this guide in 1995 there has been an increase in cross-border travel of both fully packaged products and of consumers through migration and tourism, relocation of manufacturing and personal imports via the Internet, all of which mean that consumers are less likely to understand the language of the country from which a product, and its accompanying instructions, was marketed. ISO/IEC Guide 74 comes in where the written word is inadequate or too complex and is critical to safety and health. This is particularly important for prohibitions and warnings.

Contributions of ISO/COPOLCO (continued)

International Standards initiatives

Product safety • ISO 10393, Consumer product recall - Guidelines for suppliers • ISO 10377, Consumer product safety - Guidelines for suppliers

Customer satisfaction: • ISO 10001, Quality management – Customer satisfaction – Guidelines for codes

of conduct for organizations • ISO 10002, Quality management – Customer satisfaction – Guidelines for

complaints handling in organizations • ISO 10003, Quality management – Customer satisfaction – Guidelines for

dispute resolution external to organizations • ISO 10008, Quality Management – Customer satisfaction – Guidelines for

business-to-consumer electronic commerce transactions

Presenter

Presentation Notes

ISO 10393 and ISO 10377 were initiated by COPOLCO: dealing respectively with an internationally agreed way to allow any organization to conduct a global product recall, and Guidance for manufacturers and distributors on identifying, evaluating and eliminating risk in development of consumer products. Communication is an essential and integral part of applying these standards. Any organization that applies communication principles in the standards themselves also intrinsically sends a powerful message to customers – and consumers as whole – that safety is a high priority for the supplier. The result is to build marketplace and public confidence in the supplier. ISO

Helping organizations communicate effectively

Some ISO 26000 actions and expectations - deceptive, misleading, omissions - sharing relevant information for

comparison of informed choice - clearly identify advertising and

marketing - total prices, taxes, credit, rates - substantiate claims, assertions

- not perpetuating stereotypes - consider interests when advertising,

marketing to vulnerable groups - complete, accurate, understandable

point of sale information - contracts that are clear, legible,

understandable and fair

Environmental management, carbon and communication

ISO 14001 minimum external and internal communication on EMS and environmental aspects ISO 14063 more detailed principles, policy, strategy and activities relating to both internal and external environmental communication ISO 14020 and series on environmental labelling – Types I, II, III ISO/TS 14067 principles, requirements and guidelines for the quantification and communication of the carbon footprint of products (CFPs)

Nanotechnologies and communication

ISO/TC 229 - ISO/TS 13830:2013 guidance on the content of voluntary labels for consumer products containing manufactured nano-objects

- ISO/TC 229 initiatives on

- Plain language - Sustainability - Consumer and societal dimensions

ISO/CASCO communicating confidence

Simpler, central communication with pilot database of certified organizations

Checking validity of certificates

Help identify fraudulent certificates

Support and improve consistent implementation of MSS standards

Simplify and better communicate - benefit for consumers and industry

ISO/CASCO ongoing projects support improved communication for customers

Brochure for regulators

• ISO/CASCO is developing an interactive online tool for national regulators to promote a harmonized approach to conformity assessment based on the ISO/CASCO toolbox.

Complaints on ISO MS standards

• Together with COPOLCO, ISO/CASCO has developed an information toolkit for ISO member bodies and consumer organizations on the complaints' handling process for Management System Standards

ISO Survey certifications

• ISO/CASCO manages the ISO Survey of management system standard certifications. The latest results are on the ISO website free of charge here. The 2013 edition is in preparation.

http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO 9001&countrycode=AF

IAF-ILAC-ISO Joint Strategic

group

• coordinates actions to ensure good conformity assessment in relation to MSS and to assist in protecting the ISO brand and image

Suppliers declaration of

conformity

• A brochure will be developed in 2014 with guidelines on 1st party conformity assessment in collaboration with COPOLCO

Verification and validation activities

• A position paper will be developed to clarify the relationship with other conformity assessment activities

• Possible NWIP

ISO/CASCO ongoing projects support improved communication for customers

More communication issues in “Key Areas for Consumers”

(Annex 3 to COPOLCO 15/2014)

- Toys - Product recall - Food safety - E-commerce - Personal data - Financial services - Customer contact centers - Counterfeiting and fraud - …

- How effective? - New standards? - New ways to support

implementation? - Role of COPOLCO?

overview of relevant guidelines, including on labelling

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