TS EN 17371-3
Provision of services - Part 3: Management of Performance Measurement - Guidance on the mechanism to measure performance as part of service contracts
This document provides guidance on setting up the mechanism for Performance Measurement management as a part of an entire service contract. This document is applicable to: a) Service buyers and service providers regardless of type, size or the nature of the services; b) Service providers who may be inside or outside the service buyers’ organization; and c) Any interested parties who are directly or indirectly involved in or affected by a procurement process. This document is not applicable to business-to-consumer (B2C) service contracts or for works contracts. NOTE 1 ‘Works contracts’ are contracts that have as their object the execution, or both the design and execution, of a work are not covered. Contracts having as their object only the design of a work are covered. NOTE 2 ‘Work’ means the outcome of building or civil engineering works taken as a whole which is sufficient in itself to fulfil an economic or technical function.
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About This Item
TS EN 17371-3 is a guidance standard for managing how performance is measured within service contracts. Its focus is the mechanism used to track service performance, align expectations between the parties, and embed measurement into the wider contract structure, rather than prescribing a single service activity or a fixed set of operational tests.
Why performance measurement matters in service contracts
In general service-management practice, performance measurement is built around indicators such as service levels, response times, continuity, availability, timeliness, customer satisfaction, or other agreed metrics. These indicators turn expectations into something measurable and create a common language between the service buyer and the service provider. This standard gives guidance on how such a mechanism can be organised across different service types and organisation sizes.
Where the guidance applies and where it does not
The document is applicable to service buyers, service providers, and other interested parties directly or indirectly involved in a procurement process. It does not apply to business-to-consumer service contracts or to works contracts. In general technical terms, works contracts concern the execution, or the design and execution, of a work, which is a different contractual context from service-performance management. As a result, the document is most useful for understanding how performance measurement is structured in professional and organisational service procurement.
- Publication Date: 9.11.2020
- Standard Status: U (Yürürlükteki Standard/Standard)
- Publisher: TSE
- Document Language: en
- ICS Classification: 03.080.01 Hizmetler (Genel)
- Pages: 37
- Source Standard: EN 17371-3:2020
- International Equivalents: EN 17371-3-EQV
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