BUREAU OF INDIAN STANDARDS (BIS)

Aug. 26, 2018

Bureau of Indian Standards (BIS) has initiated the process to set new standards to measure quality of services offered to consumers across different sectors.

About:

  • Status: It is a statutory body established in 1987 under the BIS Act 1986. It replaced the Indian Standards Institution (ISI), a body set up under the Societies Registration Act, 1860.

  • Parent ministry: Ministry of Consumer Affairs, Food and Public Distribution.

  • HQ: New Delhi.

  • Objective: BIS is the National Standard Body of India for achieving harmonious development of the activities of standardization, certification marking and quality certification of goods.

  • Functions: BIS is involved in various activities such as Standards Formulation, Product Certification Scheme, Hall Marking Scheme, Laboratory Services etc.

Benchmarking of services:

  • To ensure quality in the services sector, BIS has decided to establish a framework for quality services and benchmarks to deal with consumer complaints

  • For this, a separate ‘divisional council’ for services will be setup. Under this, technical committees will be set up for each service, having representation from govt. and industry.

  • The initial focus will be the 12 champion services sectors identified by the government (which includes IT, tourism, transport, finance services, legal services etc).

  • Need for benchmarking of services: According a survey by ‘Local Circles’
    • In the absence of defined customer service standards in the country, a majority of consumers were not happy with after-sales services.

    • Customer service numbers of many companies do not work.



Source : The Hindu

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