SIST EN 14873-2:2005

SLOVENSKI STANDARD
SIST EN 14873-2:2005
01-november-2005
6HOLWYHQHVWRULWYH±6NODGLãþHQMHSRKLãWYDLQRVHEQLKSUHGPHWRY±GHO1DYRGLOD
]DXUHGLWHYSRGMHWMDVVHOLWYHQRVWRULWYLMR
Furniture removal activities - Storage of furniture and personal effects for private
individuals - Part 2: Provision of the service
Umzugsdienste - Lagerung von Möbeln und persönlichen Gegenständen für
Privatpersonen - Teil 2: Bereitstellung der Dienstleistung
Activités de déménagement - Entreposage des meubles et objets mobiliers de
particuliers - Partie 2: Mise en oeuvre du service
Ta slovenski standard je istoveten z: EN 14873-2:2005
ICS:
03.080.30 Storitve za potrošnike Services for consumers
SIST EN 14873-2:2005 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------

SIST EN 14873-2:2005

---------------------- Page: 2 ----------------------

SIST EN 14873-2:2005
EUROPEAN STANDARD
EN 14873-2
NORME EUROPÉENNE
EUROPÄISCHE NORM
June 2005
ICS 03.080.30
English version
Furniture removal activities - Storage of furniture and personal
effects for private individuals - Part 2: Provision of the service
Activités de déménagement - Entreposage des meubles et Umzugsdienste - Lagerung von Möbeln und persönlichen
objets mobiliers de particuliers - Partie 2 : Mise en oeuvre Gegenständen für Privatpersonen - Teil 2: Bereitstellung
du service der Dienstleistung
This European Standard was approved by CEN on 4 May 2005.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the Central Secretariat or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official
versions.
CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,
Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36  B-1050 Brussels
© 2005 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 14873-2:2005: E
worldwide for CEN national Members.

---------------------- Page: 3 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
Contents page
Foreword. 4
Introduction . 5
1 Scope. 6
2 Normative references. 6
3 Delivery of a customer oriented service.6
3.1 General . 6

3.2 Information prior to commencement of service. 6
3.2.1 Preliminary information . 6
3.2.2 Further information . 7
3.2.3 Elements of the agreement. 7
3.2.4 Human resources . 8
3.2.5 Technical skills. 8
3.3 Receipt and release of stored Items (minimum provision) . 8
3.3.1 Action at receipt of items for storage (does not apply to self storage). 8
3.3.2 Action at release of stored items (does not apply to self storage). 8
3.3.3 Human resources (does not apply to self storage). 9
3.3.4 Technical means. 9
3.4 After sales service. 9
3.4.1 Monitoring. 9
3.4.2 Response to feedback. 9
3.4.3 Resolution of dispute. 9
4 The formal quality policy . 10
4.1 Establishing the quality policy . 10
4.2 Maintenance of the quality policy . 10
4.3 Communication of the quality policy . 10
5 Conducting, controlling and reviewing quality policy responsibilities. 10
6 Quality manual. 10
6.1 General . 10
6.1.1 Purchasing. 10
6.1.2 Personnel . 10
6.1.3 Mechanical or electrical equipment . 11
6.1.4 Incidents/accidents . 11
6.1.5 Quality control . 11
6.2 Control of quality-related documents . 11
2

---------------------- Page: 4 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
6.3 Subcontractors. 12
6.4 Elimination of non-standard service. 12
6.5 Corrective action . 12
6.6 Training . 12

3

---------------------- Page: 5 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
Foreword
This document (EN 14873-2:2005) has been prepared by Technical Committee CEN/TC 320
“Transport -Logistics and services”, the secretariat of which is held by DS.
This European Standard shall be given the status of a national standard, either by publication of an
identical text or by endorsement, at the latest by December 2005, and conflicting national standards
shall be withdrawn at the latest by December 2005.
This document has been prepared by CEN/TC 320/WG 4 "Furniture removals activities" as the
second part of a two part draft European Standard and has been submitted to CEN Technical
Committee CEN/TC 320 “Transport - Logistics and Services" for approval as a draft for CEN Formal
Vote.
No existing European Standard will be superseded by the eventual publication of this standard.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the
following countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech
Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy,
Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia,
Spain, Sweden, Switzerland and United Kingdom.
4

---------------------- Page: 6 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
Introduction
This European Standard is the second part of a two-part standard, intended to establish a minimum
level of service and performance, in enterprises dealing with the storage of furniture and personal
effects, for private individuals. Together with Part 1 and EN 12522-1 and EN 12522-2 Furniture
removal activities- Furniture removal for private individuals, it forms a suite of European Standards
developed to ensure that appropriate, minimum, standard of services and facilities for the removal and
storage of household furniture and effects for private individuals are available on an equal basis,
across the European Community.
Within each activity, it has been necessary to make a distinction between the "service" on the one
hand, and the "provision of the service" on the other:
 the service: all the services agreed upon between the service provider and the customer within
the framework of the contract; include characteristics which allow this said service to be
assessed;
 provision of the service: all the factors employed by the service provider which include the
personnel, the equipment, the organization and the budget with a view to carrying out the service.
The systems of reference constitute a beneficial means of achieving the following objectives:
 create a dialogue with the consumers which is favourable to the profession;
 permit customers to identify and compare the services offered by companies in order to benefit
from the positive spin-off of fair competition in an open market;
 protect customers against provision of services, the characteristics of which may not be in
compliance with the standards;
 allow the professionals of the trade to conduct their activity with the aid of technical specifications
that are clearly defined by a common understanding;
 finally, as regards the single market, to allow the activity to position itself efficiently in order to
meet the needs of the European customer by having at its disposal, in particular, harmonized
general conditions of contract.
5

---------------------- Page: 7 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
1 Scope
This European Standard specifies service activities designed to ensure a customer oriented service
for the storage of furniture and personal effects for private individuals. Part 1 specifies minimum
requirements for the provision of storage facilities, and is applicable to all forms of such storage,
whatever the means of containment employed.
2 Normative references
The following referenced documents are indispensable for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
EN 12522-1, Furniture removal activities — Furniture removal for private individuals — Part 1: Service
specification
EN 12522-2, Furniture removal activities — Furniture removal for private individuals —
Part 2: Provision of service
EN 14873–1:2005, Furniture removal activities — Storage of furniture and personal effects for private
individuals — Part 1: Specification for the storage facility and related storage provision
3 Delivery of a customer oriented service
3.1 General
The operation of the quantitative and qualitative elements necessary for the provision of a generally
acceptable, customer oriented furniture storage service requires the timely delivery of accurate and
relevant information and the application of human and technical skills and means, at each of the
following three phases of the delivery of the service:
1) Preparation/ presentation of preliminary information.
2) Provision of the service.
3) After sales service.
The administrative, commercial and operational personnel involved in each of these three phases
shall be familiar with the provisions of EN 12522-1 and EN 12522-2 and with the requirements that
stem from their implementation (does not apply to self storage).
3.2 Information prior to commencement of service
3.2.1 Preliminary information
At initial enquiry the service provider shall provide the following information, as a minimum.
 Information concerning types of storage available and technical procedures adopted.
 Details of any ancillary services offered.
6

---------------------- Page: 8 ----------------------

SIST EN 14873-2:2005
EN 14873-2:2005 (E)
3.2.2 Further information
Offer of service shall be in written for
...