T/UNP 38-2023 Active

Main technical content: 1 Scope 2 Normative reference documents 3 Terms and definitions 4 General requirements 4.1 Quality policy and objectives 4.2 Human resource management 4.3 Facility and equipment management 5 Service requirements 5.1 Service demand confirmation and review 5.2 Service implementation and monitoring 5.2.1 Service personnel 5.2.2 Service process control 5.2.3 Service records and reports 5.2.4 Determination of monitoring indicators and methods 5.3 Service issues and corrective actions 5.3.1 Problem identification and classification 5.3.2 Problem recording and tracking 5.3.3 Corrective action formulation 5.3.4 Evaluation of corrective action effectiveness 5.3.5 Continuous improvement of corrective actions 5.4 Service quality requirements 6 Safety requirements 6.1 Information security management 6.2 Confidentiality requirements 7 Customer satisfaction requirements 7.1 Information acquisition methods 7.2 Customer complaint handling and improvement 8 Audit and evaluation requirements 8.1 Audit and evaluation 8.2 Continuous improvement References