Mandatory certification of services. Law on certification of products and services

In Russia, there are a number of services that must be certified by law. These include services related to the life and health of people, as well as their property. The issue is regulated by the law "On certification of products and services". Let's consider it in more detail.

Services and certification bodies

Objects of the institute of certification in this case are:

• Services;
• Organizations for their provision;
• staff;
• Process of production;
• Quality management system.

Formation of the certification system is carried out in accordance with the Rules for Conducting Certification in Russia. According to the document, its participants are:

• Gosstandart;
• Central organizations;
• VNIIS;
• Bodies that conduct certification, and laboratories that have received appropriate accreditations for doing business.

Types and content of certification schemes

Under Russian law, there are seven schemes that are carried out simultaneously in relation to services and works. They include:

• Evaluation;
• Verification of results;
• inspection control.

For services of a material kind, the process usually involves the following actions:

• Attestation of professional skills and inspection control;
• Attestation of service provision and inspection control;
• Spot check;
• Certification of quality systems and inspection control.

Certification of non-material services includes such schemes as:

• Procedure at the enterprise with inspection control;
• Certification of the quality assurance system with inspection control.

There are Rules for certification of works and services, as well as Regulations on the GOST R system. In accordance with these documents, they select the necessary measures.

Service Features

When providing services, they highlight some of the features that affect the process. Among them are the following:

• An object may be a person, and his right to property limits the conduct of tests;
• The consumer evaluates the skill of the performer;
• The evaluator is sometimes required to attend the implementation of the service;
• The properties of the service may depend on the region where it is offered.

Organizations that provide certification

There are many organizations that can be awarded service certification. Among them are the following:

1. Ministry of Commerce.
2. Ministry of transportation.
3. Agency for Physical Education and Tourism.
4. Gosstandart.
5. Rosbytsoyuz.

Rules and regulations

The regulatory framework for the implementation of activities consists of both international and state and regional standards, sanitary and hygienic rules and norms, as well as those that are approved within the framework of a specific service.

Mandatory certification of services is carried out on the basis of certain requirements, which specify the safety standards for life and health of people, as well as their property, environmental rules, certain methods of checking the service, the executive process and the skill of the person who provides it.

Quality control is carried out by experts who are registered in the State Register of GOST R. It is usually carried out in the place where the service is provided. With positive results, the center for the procedure draws up a certificate and issues a license for the right to use the conformity mark. If the evaluation is negative, then the applicant receives a decision on the refusal.

When inspecting services that are intangible, consumers are questioned through questionnaires, interviews and other means. This task, as a rule, is entrusted to social centers, marketing services, MOUs and performers. Control is planned and unplanned. The frequency of implementation is determined by the center, which is the certification of services.

The first systems that provided them covered areas such as:

• Repair and maintenance of radio electronic equipment, machines and appliances for electrical purposes;
• Dry cleaning and paint;
• Hotel and tourist services;
• public catering;
• Transportation of passengers.

Criteria for evaluation

At any estimation it is necessary to adhere to certain criteria. Their choice is the most difficult decision to get an objective assessment. Consider how this issue is treated in Japan. Classification is made on the basis of significance for the consumer. In this case, distinguish:

• Internal quality that is out of sight of customers;
• The material that the consumer sees;
• The intangible that the consumer sees;
• Psychological;
• Elapsed service time.

Thanks to this approach, certification of works and services is evaluated most reliably, and at the same time certain criteria are worked out.

The ISO 9004-02 international standard, "Guidelines for services", has become the basis for the development of internal standardization of services in many countries, including Russia.

General characteristics here include:

• Waiting time;
• Execution of deadlines;
• number of staff;
• Consumer confidence;
• convenience;
• Aesthetics;
• politeness;
• Other quality requirements.

International organizations

The issue of certification of products and services arises not only on a national scale. There are regional as well as international organizations that conduct similar procedures. Known, for example, is an organization such as the International European Technical Cleaning Center. He conducts attestation at the enterprises of Holland, Switzerland, Belgium and other countries. Among other organizations are:

• International Social Insurance Association;
• European association of autotourism;
• Universal Postal Union;
• World Tourism Organization and other organizations.

Conclusion

According to official statistics, by 2000 business activity had shifted to service provision up to 70%. And now this percentage is even higher. This market is characterized by high competition and an even greater increase in the number of services of the same type. Thus, quality is in many ways the determining factor for competitiveness. Therefore, certification of services is becoming an important institution, ensuring compliance with high standards of service.