Economic Interferences

CONSIDERATIONS REGARDING THE STANDARDIZATION OF SERVICES

(Consideraii cu privire la standardizarea serviciilor)
Prof. univ. dr. Dinu Vasile

Prof. univ. dr. Tchiciu Laureniu

Academy of Economics Studies - Bucharest

dinu_cbz@yahoo.com

Academy of Economics Studies - Bucharest

laurentiu.tachiciu@gmail.com

Abstract

Rezumat

The present article provides an overview

of European Union preoccupations regarding
services standardization, in the way they were
perceived by the authors with the occasion of
their participation at the Madrid World Caf
organized as part of the on-going project
CEN Horizontal European Services
Standardization
Strategy
(CHESSS).
Authors share the idea largely supported by
experts and various stakeholders that there is
a potential for services standardisation to
offer advantages in terms of fostering competitiveness and improving satisfaction of
consumers and client companies needs, as
well as in removing barriers to trade, particularly within the European Union internal
market. To date, this potential remains unfulfilled, in part because service providers seek
to conserve the information asymmetry that
protect them against increased competitive
pressures and in part due to a lack of understanding of the nature and process of standardisation and the benefits it can bring This
is also the situation in Romania, and thus policy makers are urged to give to services standardization an importance equivalent with
the role of services for the socio-economic
development. .

Prezentul articol prezint, ntr-o perspectiv

general, preocuprile care exist la nivelul
Uniunii Europene cu privire la standardizarea serviciilor aa cum au fost acestea cunoscute de
autori cu ocazia participrii la manifestarea de tip
World caf organizat la Madrid n cadrul proiectului privind Strategia standardizrii orizontale n
domeniul serviciilor coordonat de ctre Comitetul
European pentru Standardizare (CEN). Autorii
mprtesc ideea care se bucur de o larg
recunoatere n rndul experilor i al diferitelor
pri interesate c standardizarea serviciilor poate
contribui mult la ntrirea competitivitii i mai
buna satisfacere a necesitilor consumatorilor i
firmelor beneficiare, precum i la nlturarea barierelor din faa comerului cu servicii, n particular
la nivelul pieei interne a Uniunii Europene. Pn
n prezent acest potenial este valorificat ntr-o
foarte mic msur, att datorit dorinei furnizorilor de servicii de a conserva asimetria informaional ce i protejeaz fa de presiuni concureniale sporite, ct i datorit nenelegerii
naturii standardizrii serviciilor i beneficiilor pe
care le poate aduce. Aceast situaie exist i n
Romnia, fiind prin urmare necesar ca autoritile
s acorde o mult mai mare atenie standardizrii
serviciilor, echivalent cu contribuia acestui sector la dezvoltarea social i economic.

Keywords:
services standardization

internal market of services
competitiveness
JEL Casification: L15, L80.

Cuvinte cheie:
standardizarea serviciilor

piaa intern a serviciilor
competitivitate
Clasificare JEL: L15, L80.

Introduction
According to the European Commission
the economic growth is currently mainly determined by service activities which contribute
about 70% of GDP and employment in the
majority of European Union Member States.
Between 1991 and 2001 the value added by the
services sector grew in average by 3.1% annually.
Increasingly, services are a key factor in
competing for new markets, in the context of
globalization, a larger participation at the
international trade with services being an

Introducere
Conform datelor furnizate de ctre Comisia
European, n prezent, creterea economic este, n
principal, determinat de servicii care contribuie n
proporie de 70% la crearea PIB i ocuparea din
majoritatea Statelor Membre ale Uniunii Europene.
n perioada 1991-2001, valoarea adugat a sectorului servicii a nregistrat n Uniunea European
un ritm mediu de cretere de 3,1% anual.
Serviciile sunt, n tot mai mare msur, un
factor cheie n competiia pentru noi piee,
intensificarea participrii la schimbul internaional de servicii reprezentnd un atu

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important strength of highly performing
economies.
As the dependence on services of modern
economies is increasing, stronger preoccupation for improving the functionality of domestic and international markets of services is raising. Such preoccupations are even more accentuated at the level of European Union, being
the objective of accelerating the integration of
Member States economies within the internal
market, including with regard to services (see
Directive 123/2006 on services in the internal
market). It is considered that progress in the
field of services standardization (keeping in
mind it was neglected in the past) may bring a
decisive contribution at the consolidation of
services market with favorable effects for the
entire economy.
The lagging behind of standardization in
the field of services is accompanied by a
series of knowledge and practice shortcomings:

lack of knowledge about the specificity of the nature and the process of services
standardization;

undervaluation of the benefits of services standards (also due to lack of significant
experience in this field);

reluctance in establishing European
and international standards because of supplementary rules which should be observed;

difficulties in defining requirements
and other elements to be included in the standard due to service activities particularities
(their intangible nature, limited duration,
interaction with the client in their production
and so on);

difficulties in establishing common
structures and formulation of service standards, due to the heterogeneity of service
activities;
1. The necessity of services
standardization and its benefits
The main issue related to services that
makes services standardization a necessary
act is the information asymmetry, much
higher in services trading as compared to
products. This asymmetry maintain the fragmentation of services markets and do not
allow competitive pressures to become manifest, in order to push service industries to
improve their financial and economic per-

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important al economiilor performante, n contextul adncirii globalizrii.

Pe msur ce dependena de servicii a
economiilor moderne este tot mai pronunat,
cresc preocuprile pentru perfecionarea
funcionrii pieelor de servicii att pe plan
naional ct i pe plan internaional. Astfel de preocupri sunt cu att mai accentuate la nivelul
Uniunii Europene, cu ct aceasta i propune
accelerarea integrrii economiilor Statelor
Membre n cadrul pieei interne inclusiv n privina sectorului serviciilor (a se vedea Directiva
123/2006 privind serviciile pe piaa intern). n
acest sens, se apreciaz c progresul n domeniul
standardizrii serviciilor - mult rmas n urm
fa de stadiul atins n privina produselor ar
putea aduce o contribuie hotrtoare la consolidarea pieelor de servicii cu efecte favorabile
asupra ntregii economii.
Rmnerea n urm a standardizrii n
domeniul serviciilor este nsoit de un numr
de neajunsuri care se manifest n planul
cunoaterii i n cel al practicii:

lipsa cunotinelor privind specificitatea
standardizrii serviciilor n ce privete natura i
procesul acesteia;

subaprecierea beneficiilor pe care standardele pentru servicii le pot genera (motivat i de lipsa
unor experiene semnificative n aceast privin);

existena unei reticene privind elaborarea
unor standarde europene sau internaionale de servicii datorit regulilor suplimentare ce s-ar impune

dificulti n identificarea cerinelor i
elementelor ce trebuie cuprinse n standard,
datorate particularitilor serviciilor (caracter intangibil, existena limitat n timp,
interaciune cu clientul n producerea lor
etc.);

dificulti n stabilirea unor structuri i
formulri comune pentru standardele de servicii datorate eterogenitii activitilor prestatoare de servicii;
1. Necesitatea standardizrii serviciilor
i avantajele acesteia
Principala problem legat de servicii care
face ca standardizarea s fie necesar, este asimetria informaional, mult mai pronunat n cazul
serviciilor dect n cazul produselor. Aceast
asimetrie mpiedic funcionarea normal a
pieelor de servicii, prin aceea c ntreine fragmentarea acestora i nu permite manifestarea presiunilor concureniale care s determine creterea
performanelor financiare i economice n industri-

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Economic Interferences
formance. Clients are affected by high transaction and switching costs, and service
providers at their turn, face difficulties in
properly managing their companies.
Standardization is the only solution to fight
on a large scale the information asymmetry
that can be imagined.
Improved performance in services sector
is crucial to the overall economic development.
Besides the increase of efficiency in exploitation of a large share of economic resources
allocated to the service sector, it worth mentioning the contribution to raising consumer
satisfaction and welfare, as well as the contribution that better services have to the competitiveness of industries that use services as an
intermediate input.
It results that services standardization may
provide a number of benefits, among which:

stimulating competition;

removal of barriers in the trade with
services;

facilitation of contracting, monitoring
execution and pricing in services provision;

improving the quality of services;

increasing protection of consumers (standards including security related provisions)

raising confidence and satisfaction of
consumers due to their improved capacity to
compare alternative offers;

raising productivity and competitiveness of service industries and industries that
use services as intermediate input.

2. Clarifications regarding services

standardization
Services standardization consists of specification of requirements which should be complied with by:

companys internal procedures,
processes, performances and methods of
evaluation;

resources and capacities necessary for providing a service (without detailed specification of
the requirements related to the service as such);

necessary conditions to provide a service;

terminology;

information that should be provided to
the service beneficiary;
So, two groups of service standards can be
identified (Holger Muehlbauer):

250

ile prestatoare de servicii. Clienii sunt afectai de

costuri de tranzacionare i costuri de nlocuire
ridicate, iar prestatorii ntmpin, la rndul lor, dificulti n alctuirea ofertei i gestionarea intern a
ntreprinderii. Singura soluie ce poate fi imaginat
pentru combaterea pe scar larg a asimetriei informaionale o reprezint standardizarea.
O performan mai ridicat a sectorului serviciilor este crucial pentru dezvoltarea economic de ansamblu. Dincolo de eficiena
sporit a utilizrii resurselor economice alocate
sectorului serviciilor care reprezint o pondere
nsemnat este util s menionm contribuia
pe care servicii realizate n condiii de performan ridicat o pot avea la creterea satisfaciei
consumatorilor i a bunstrii acestora, precum
i contribuia acestora la creterea competitivitii industriilor ce folosesc pe scar tot mai
larg serviciile pentru consum intermediar.
Prin urmare, standardizarea serviciilor
promite o serie de avantaje, printre care se numr:

stimularea concurenei;

nlturarea barierelor din calea comerului cu servicii;

nlesnirea contractrii, urmririi execuiei i tarifrii n prestrile de servicii;

creterea calitii serviciilor;

ntrirea proteciei consumatorilor (standardele includ elemente de siguran)

creterea ncrederii consumatorilor de
servicii i a satisfaciei lor ca urmare i a posibilitii de a compara diferite oferte;

creterea productivitii i competitivitii ntreprinderilor prestatoare de servicii i a
ntreprinderilor care au un consum intermediar
semnificativ de servicii.
2. Clarificri privind standardizarea
serviciilor
Standardizarea n domeniul serviciilor
reprezint specificarea cerinelor care trebuie
s fie ndeplinite de:

procedurile din cadrul organizaiei, procesele, performanele i metodele de evaluare a
unui serviciu;

resursele i capacitile necesare pentru
un serviciu (fr detalierea unor cerine de produs);

condiiile necesare pentru furnizarea
serviciului;

terminologia utilizat;

informaiile care trebuie s ajung la
destinatarul serviciului;
Astfel, pot fi conturate dou grupe de standarde (Holger Muehlbauer):

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standards

standards

related to the service industry;

related to service consumers;
In the mean time, one should take into consideration both standards specific to a certain
service industry, and the standards so called
generic that are the result of a horizontal
standardization process
Given the comprehensive nature of generic standards topics, by contrast with the specificity of industry related ones, amplified by the
heterogeneity of service activities, in the present article we give priority to horizontal standardization. The generic standards give useful
solution for standards quality specification and
clients satisfaction improvement without any
consideration of the particular nature of the
service in cause, as well as a unitary framework
for drafting industry specific standards.
Some generic standards focus on the
result (the service provided), other focus on
the process (best practices). (Bernard
Averous).
Examples of generic standards are the following:

the standard regarding the reception
and the attitude towards the client;

the standard on metering that specify
why metering is necessary, what measures
should be metered (internal quality measuresconformity- or external -customer satisfaction), how frequently metering should be done
and to whom information should be made
available.
Another issue requiring clarification is
the relationship between standardization of
products and services standardization. The
objectives in both cases are similar, but still
there are important differences: while product standardization follows, in principle, the
functional structure, the compliance with the
requirements being important, and not the
way in which the operator achieve the compliance, in the case of services, standardization is more related to processes in which the
customer play an important role. Several
factors should be taken into consideration in
standardizing a process, priority being given
to one or another depending on the different
nature of services that are standardized:
process description, concrete quantified
requirements, information to be provided to
the customer. Additionally services standardization involves a different kind of testing and evaluation in which service characteristics determination replaces the usual
reproducible testing used in the case of products.

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standarde privind industria de servicii;

standarde privind consumatorii de servicii.

Totodat, se au n vedere att standarde

specifice unei industrii prestatoare de servicii
(rezultate dintr-un proces sectorial de standardizare) ct i standarde generice rezultat al
unui proces de standardizare orizontal
Dat fiind caracterul cuprinztor al problematicii standardelor generice, n contrast cu
interesul sectorial al problematicii standardelor
specifice amplificat de eterogenitatea activitilor prestatoare de servicii, accentul prezentului articol cade asupra standardizrii orizontale.
Standardele generice propun soluii utile pentru
specificarea calitii serviciilor prestate i pentru
creterea satisfaciei clienilor, indiferent de
natura serviciului n cauz, precum i un cadru
unitar pentru redactarea standardelor sectoriale.
Unele standarde generice de servicii vizeaz
rezultatul, adic caracteristicile serviciului
furnizat, n timp ce altele vizeaz n special procesul, respectiv bunele practici. (Bernard Averous).
Exemple de standarde generice sunt:

standardul privind recepia i atitudinea fa de client;

standardul cu privire la msurare care
specific asemenea lucruri cum sunt: de ce este
necesar msurarea, ce anume trebuie msurat
(respectiv elemente interne calitii conformitatea sau externe satisfacia), frecvena
msurrii, ori cui trebuie s i se transmit informaia.
Relaia dintre standardizarea n domeniul
produselor i cea n domeniul serviciilor este o alt
chestiune care necesit clarificare. Obiectivele
celor dou tipuri de standardizare sunt similare,
dar ntre acestea exist importante deosebiri: n
timp ce standardizarea produselor urmeaz, n
principiu, structura funcional, fiind important
ndeplinirea de ctre produs a cerinelor, nu modul
n care productorul realizeaz acest lucru, n
cazul serviciilor standardizarea are n vedere procesele de servire, procese n care clientul i interaciunea dintre acesta i prestator au un rol important. n cazul standardizrii proceselor se au n
vedere mai muli factori, accentul caznd pe unul
sau altul dintre acetia n funcie de natura diferit
a serviciului n cauz. Printre aspectele vizate n
mod preponderent se numr: descrierea procesului, determinarea cerinelor concrete cuantificabile, specificaia informaiilor furnizate clientului.
n plus, standardizarea serviciilor presupune un
sistem modificat de testare i evaluare, n cadrul
cruia determinarea caracteristicilor serviciilor
nlocuiete testele reproductibile i metodele
tehnice utilizate n cazul produselor.

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3. The European services
standardization strategy
The European services standardization
strategy includes sectoral standardization, horizontal standardization, as well as generic standards related to quality and quality management systems.
The strategy proposed by the European
standardization bodies has the following features:

it takes into consideration real identified
needs of the society, industry and public
administration;

it indicates sectors in which services
standardization would be more appropriate;

it identifies difficulties related to services standardization and solutions for overcoming such issues;

it identifies new standardization projects
in new sectors.
The European Committee for Standardization (CEN) plays the main role in coordinating the efforts towards services standardization at
European level, with regard at both sectoral and
horizontal standardization activities.
For instance, the CEN sectoral standardization activity is carried on by several
Technical Committees:

319 - maintenance;

320 - transport-logistics and services;

328 - standard measuring system for
cleaning performance;

329 - tourism services;

331 - postal services;

348 - facility management.
Currently there is a large diversity of
activities aiming at establishing standards. The
following are just few examples of already
published European standards:

Tourism services - Travel agencies and
tour operators Terminology;

Language study tour providers
Requirements;

Maintenance - Guideline on preparation
of maintenance contracts;

Postal services - Quality of service Measurement of complaints and redress procedures;

Transport services - Logistics - Glossary
of terms.
At the beginning of 2003 CEN has initiated
a large scale survey at European Union level in
order to evaluate the necessity of services standards. The survey has shown that both the continuation of ongoing activities and the develop-

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3. Strategia european privind

standardizarea serviciilor
Strategia european privind standardizarea serviciilor include standardizare sectorial i pe cea orizontal precum i standardele
generice privind calitatea i sistemele de management al calitii.
Strategia propus de ctre organismele
europene de standardizare are o serie de trsturi, ntre care menionm:

luarea n considerare a necesitilor
reale, identificate, ale societii, industriei i
ale administraiei publice;

indicarea sectoarelor n care iniierea
standardizrii serviciilor ar fi cea mai adecvat;

identificarea barierelor n standardizarea
serviciilor i a soluiilor pentru depirea acestora;

identificarea proiectelor de standardizare a serviciilor n sectoare noi.
Principalul rol n orchestrarea eforturilor
privind standardizarea serviciilor la nivel
European revine Comitetului European pentru
Standardizare (CEN), att n standardizarea
sectorial ct i n cea orizontal.
De exemplu, n activitatea de standardizare sectorial a CEN se desfoar n cadrul
mai multor comitete tehnice:

319 - mentenan;

320 - transport-logistic i servicii;

328 sistem standard de msurare a performanei curirii; (sa nu mai punem cuvintul sistem)

329 - servicii de turism;

331 - servicii potale;

348 - administrarea cldirilor.
De asemenea, au fost preocupri pentru
elaborarea a unei largi diversiti de standarde.
Urmtoarele reprezint doar cteva exemple de
standarde europene publicate:

Servicii de turism agenii de turism i
turoperatori Terminologie;

Furnizori de excursii pentru studierea
limbilor strine Cerine;

Mentenan Ghid privind pregtirea
contractelor;

Servicii potale Calitatea serviciului
Msurarea procedurilor privind plngerile i
msurile reparatorii;

Servicii de transport logistic Glosar
de termeni.
La nceputul anului 2003 CEN a iniiat o
anchet pe scar larg la nivelul Uniunii
Europene, pentru a evalua necesitatea standardelor pentru servicii. Ancheta a artat c
att continuarea activitilor curente ct i dez-

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ment of new standardization projects in the field
are considered as necessary and feasible.
Given the raising importance of services
standardization, the European Commission
gave a first programming mandate to CEN and
the other European standardization bodies in
2003, and a second programming mandate in
2005.
The main issue within the new programming mandate is related to the feasibility of
horizontal standardization in the field of services and the identification of the fields where
European horizontal standards are more needed, feasible and can add more value on different time horizons.
CEN Horizontal European Service
Standardization Strategy (CHESSS) is based
on the believe that a good service is a good
service independently of the concrete nature
of service in cause, addresses a number of topics that European standardization experts consider to be main horizontal issues:

Safety in delivery of services;

The assessment of customer satisfaction;

Complaints and redress systems;

Billing and innovative metering practice;
Also there is a specific interest for common issues regarding specification, sourcing
delivery and quality of business related services and two contributions of a methodological
nature to services standardization in general:

Guidance in the preparation of service
standards;

Glossary of terms and definitions relevant to services standardization.
Each of these topics generates complex
discussions and requires careful choice making. Nonetheless, a number of conclusions are
obvious already, including the fact that a large
majority of stakeholders support horizontal
standardization. more detailed results of the
consultations carried on during the project will
be made public in April at CHESSS final seminar that will take place in Brussels.
Conclussions
Services standards favor a better functionality of relevant markets as well as a better overall economic dynamic. Different
stakeholders also benefit from services standardization, especially consumers and, more
generaly, service customers that are empowered to make more informed and more secure
choices.

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voltarea de noi proiecte de standardizare n

domeniul serviciilor sunt necesare i fezabile.
Recunoscndu-se importana crescnd a
standardizrii serviciilor, Comisia European a
ncredinat CEN i celorlalte organisme
europene din domeniul standardizrii un mandat de programare n 2003, i un al doilea n
2005.
Principala problem cuprins n cel de-al
doilea mandat de programare se refer la fezabilitatea standardizrii orizontale n domeniul serviciilor la nivel european i identificarea domeniilor n
care standardele europene orizontale sunt mai
necesare, mai fezabile si pot avea o contribuie
mai important, pe diferite orizonturi de timp.
Proiectul intitulat Strategia CEN privind
standardizarea european orizontal n domeniul
serviciilor (CHESSS), se bazeaz pe ideea c un
serviciu bun este un serviciu bun indiferent de
natura lui concret, este ndreptat ctre aspecte
considerate de experii europeni c se bucur de
cel mai larg interes n sfera serviciilor, cum sunt:

sigurana n furnizarea serviciului;

evaluarea satisfaciei clientului;

sisteme privind plngerile i msurile
reparatorii;

facturarea i practici inovative de msurare;
De asemenea, se urmresc aspecte specifice serviciilor ctre ntreprinderi precum i
unele contribuii cu caracter metodologic la
standardizarea serviciilor:

ghid de elaborare a standardelor de ser-

vicii;

glosar de termeni si definiii pentru standardizarea serviciilor.
Fiecare dintre aceste teme determin discuii complexe i necesitatea unor alegeri atente.
Totui, un numr de concluzii sunt deja evidente,
ntre acestea faptul c prile interesate susin cu
o larg majoritate standardizarea orizontal.
Rezultate mai detaliate ale consultrilor ntreprinse pe durata proiectului vor fi fcute cunoscute, n luna aprilie 2008, cu ocazia seminarului
final al CHESSS care va avea loc la Bruxelles

Concluzii
Standardele de servicii ofer avantaje att
n ce privete funcionarea pieelor relevante i
dinamica economic de ansamblu, ct i din perspectiva intereselor diferitelor pri interesate,
ntre acestea, n special a consumatorilor.
Acetia beneficiaz prin standardizare de posibiliti mai largi de a compara ntre ele ofertele
de servicii i de a o alege pe cea care promite s
corespund cel mai bine ateptrilor.

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Service providers also get advantages
from service standardization, primarily by the
rationalization of internal processes and also
from better interpretation of market signals and
the opportunity to position their offer in relation with the standard. Nevertheless they are
not the main supporters of services standardization because they face lower pressures under
current circumstances of asymmetrical information.
Service providers also fear that European
standards will increase the regulatory and
administrative burden. Related to this, one
should note that, similarly to product standards,
European standards will not be added to
national ones, but will replace them and generally will provide a more comprehensive and
transparent framework.
In Romania services standardization is
regarded with reluctance. Service providers
enjoy the power to provide customers with low
quality services, giving fictional justification
for their under-performance and no redress to
customers affected by it.
General public especially claim the lack of
solicitude and the corruption of the public
administration, general interest service
providers and state-owned service companies.
From this point of view, proper services standardization may be seen as a healing device.
Romania should be interested, therefore,
in accelerated formulation, adoption and
implementing of service standards. More than
this, there is an opportunity for the national
standardization body, professional organizations, consumer representatives and other
stakeholders to play an active role in influencing choice making at European level. In this
respect, Romanian policy makers should
encourage activities aiming at:

improvement of the knowledge and
understanding related to service standardization;

identification, from a Romanian perspective,
of priorities in approaching services standardization;

mobilization of interested parties;

establishment of Technical Committees
and adoption of clear timed work programs by
each of them;

close follow-up of, and participation at
the work carried on at European level.
The authors of the present article consider
that services standardization should be given
much more attention, because it represent represents a very important process that will
deeply influence the economy in the near
future.

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i furnizorii de servicii obin avantaje din

standardizarea serviciilor, n primul rnd n ce
privete raionalizarea proceselor interne, dar
i printr-o mai bun interpretare a semnalelor
pieei i oportunitatea de a-i poziiona oferta
n raport cu standardul. Totui, furnizorii de
servicii nu sunt principali suporteri ai standardizrii, ntruct actuala asimetrie informaional
atenueaz presiunile concureniale pe care, altfel, ar trebui s le nfrunte.
Furnizorii de servicii se tem i de faptul c
standardele europene se vor aduga celor
naionale, sporind povara legal i administrativ.
Legat de aceasta, trebuie spus c temerea este
nejustificat; n mod similar cu ceea ce s-a ntmplat
cu standardele de produse, standardele europene vor
nlocui standardele naionale asigurnd foarte probabil - un cadru mai cuprinztor i mai transparent.
n Romnia, standardizarea serviciilor
este privit cu reinere. Furnizorii de servicii
profit de posibilitatea de a furniza servicii de
proast calitate, oferind pentru aceasta justificri fictive, ei neacordnd nici un fel de
reparaii clienilor lezai.
Publicul se plnge de lipsa de solicitudine
i de corupia administraiei, furnizrilor de servicii de interes general i a prestatorilor de servicii cu capital de stat. Din punctul de vedere al
societii romneti standardizarea serviciilor ar
putea fi vzut ca un remediu eficace.
Romnia ar trebui s fie interesat, prin
urmare, n accelerarea formulrii, adoptrii i implementrii standardelor de servicii. Mai mult dect
att, exist oportunitatea ca organismul naional de
standardizare, organizaiile profesionale, reprezentanii consumatorilor i alte pri interesate s participe activ la formularea soluiilor la nivel european. Avnd acest lucru n vedere, cei care rspund
n Romnia de politicile economice ar trebui s
ncurajeze i s stimuleze activitile care urmresc:

mbuntirea cunoaterii i nelegerii
cu privire la standardizarea serviciilor;

identificarea prioritilor Romniei n
domeniul standardizrii serviciilor;

mobilizarea prilor interesate;

constituirea de comitete tehnice i
adoptarea de programe i calendare de lucru
clare pentru fiecare comitet;

urmrirea ndeaproape a activitilor derulate
la nivel european i participarea activ la acestea.
Autorii prezentului articol apreciaz c
standardizrii serviciilor ar trebui s i se acorde
mult mai mult atenie, ntruct aceasta reprezint un proces deosebit de important, care va influena n mod profund economia n anii urmtori.

Amfiteatru Economic

Interferene economice
References
[1] Arnold Pindar and Dana Kissinger-Matray, Standardizarea serviciilor, Revista Standardizarea,
nr. 5, mai 2006, pag. 10
[2] Bernard Averous, Convergena demersurilor din domeniul produselor i serviciilor, Revista
Standardizarea, nr. 4, aprilie 2006, pag. 27
[3] Dinu Vasile, Standardizarea i certificarea produselor i serviciilor, Editura A.S.E., Bucureti,
2006
[4] Holger Muehlbauer, Standardele pentru servicii faciliteaz relaiile de afaceri, Revista de
Standardizare nr. 6, iunie 2006, pag. 24
[5] Lars Flink, Standardizarea n domeniul serviciilor. Abordarea european, Revista
Standardizarea, nr. 7, iulie 2006, pag. 23
[6] *** Directiva Parlamentului i Consiliului privind serviciile pe piaa intern nr. 123/2006
[7] *** Interim Report to Programming Mandate M/371, SA/CEN/ENTR/371/2006-27
[8] *** CHESSS Project web-page http://www.chesss.eu/

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