ISO/IEC TR 17028:2017 適合性評価 — サービスの認証スキームのガイドラインと例 | ページ 6

3.1

service

output of a service provider with at least one activity necessarily performed between the service provider and the customer

Note 1 to entry: The dominant elements of a service are generally intangible.

Note 2 to entry: Service often involves activities at the interface with the customer to establish customer requirements as well as upon delivery of the service and can involve a continuing relationship, such as services provided by banks, accountancies or public organizations, e.g. schools or hospitals.

Note 3 to entry: Provision of a service can involve, for example, the following:— an activity performed on a customer-supplied tangible product (e.g. a car to be repaired);— an activity performed on a customer-supplied intangible product (e.g. the income statement needed to prepare a tax return);— the delivery of an intangible product (e.g. the delivery of information in the context of knowledge transmission);— the creation of ambience for the customer (e.g. in hotels and restaurants).

Note 4 to entry: A service is generally experienced by the customer.

[SOURCE: ISO 9000:2015, 3.7.7, modified — The word “organization” has been replaced by “service provider” in two places in the definition, and the words “services provided by” have been added before “banks” in Note 2 to entry.]

3.2

customer

person or organization that could or does receive a service that is intended for or required by this person or organization

Note 1 to entry: A customer can be internal or external to the organization.

[SOURCE: ISO 9000:2015, 3.2.4, modified — The words “product or” have been deleted before “a service” in the definition, and the words “product or” have been deleted before “service” in the Example.]