www.quality-partnerships.cn international symposium on technical communication and product marketing...
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www.quality-partnerships.cn
International Symposium on Technical Communication and Product Marketing
WHAT MAKES A GOOD INSTRUCTION?
Klaus Ziegler, Quality Partnerships LLC
Guiyang, 25 May 2013
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Mr Klaus Ziegler has been living for over fifteen years in the Pacific Asia region. An expert in questions of quality infrastructure and technical market access, he has been working for many year is the fields of standardization, conformity assessment, and certification.
For the last 7 years, Klaus Ziegler represented the European standardization organizations CEN, CENELEC, ETSI in China; in this function he supported global harmonisation of standards and advised the European industry on standardization in China. Previously, he was working for many years for SGS, a global inspection, testing and certification company, in senior management functions in Taiwan and Japan.
Klaus Ziegler holds a MBA "with honours" from Thunderbird School of Global Management in Phoenix Arizona, and a Diploma (master equivalent) in Civil and Rural Engineering from the Swiss Federal Institute of Technology in Zurich Switzerland.
In 2009 he founded the company Partnerships LLC, focussing on supporting foreign companies
with questions of technical market access in China.
Speaker: Klaus Ziegler
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Content:1. DIN Consumer Council2. Relevance of Technical Instructions3. DIN and Global Standards4. Harmonization of ISO/IEC 82079-1
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DIN Consumer Council
Consumer Products Groups in Need of Special Protection
IKT
En
vir
on
men
t
Con
su
mer
Food Safety
Spie
lzeu
g
Auß
er-H
aus-
Verp
flegu
ng Food
Services
Kund
en-
zufr
iede
nhei
t
Geb
rauc
hs-
anle
itung
en
Cross-cutting IssuesH
ausg
erät
e
Household
Spie
lpla
tz-
gerä
te
Sports and Leisure
Barr
iere
-fr
eihe
it
Construction / Housing
Cars / Accessories
Elek
tro-
mob
ilitä
t ICT
e-En
ergyToys
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DIN Consumer Council + Instructions for Use
Consumer Protection – A Core Activity of DIN:
• Good instructions are an essential part for ensuring consumer safety and functionality
• The large majority of consumers in Europe do indeed read instructions – if they are understandable
• Several studies in preparation of IEC 82079-1– Instructions: Problems as identified by consumers,
and suggested solutions– Instructions: Consequences of faulty instructions,
and suggested solutions
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Study Reports of DIN Consumer Council
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Some Key Findings
• Most important: Quality control measures during writing process
• Consumer View – Define the target group! Prior knowledge need to be established before
writing instructions– Checklists for technical writers are helpful– Guide on how to write “consumer-friendly” instructions– Glossaries, indices, search help, structure are relevant for user friendliness– Training of technical writers (qualification?)
• Learning from faulty and incomplete instructions– Legal requirements to be derived from many different legislations– 25% of products registered in ICSMS and notified in RAPEX show also
deficiencies in technical instructions– Enterprises do not estimate sufficiently the need for high quality
instructions– No unified conformity assessment method for high quality instructions
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Consumer: Targeted Use of Information
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Focus on Information Process of Consumers:Finding > Understanding > Proper use
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Technical Writing: Development Process
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Focus on Information Compilation Process of Authors:Make Available < Edit < Select
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Instructions for Use – Interdependencies
Source: DIN Consumer Council: Study on Problems in Technical Instructions; Berlin 2009
Quality Control Measures
Focus on Information Process of Consumers:Finding > Understanding > Proper use
Focus on Information Compilation Process of Authors:Make Available < Edit < Select
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Instructions are Part of Product Quality
Instructions
The Tiger Eats Everything
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DIN an International Standardization
National
Regional
Inter-national
German Institute for Standardization
Sectors
Engineering
Construction
Services
Informationtechnology
Aerospace
Medical technology
Precision engineering
...
Electrotechnology
Tele- communications
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IEC 82079-1
• Active contributions through DIN Consumer Council
• Mirror Committee of IEC/SC 3D and IEC/TC 3 in Germany: DKE/K 133
• Close cooperation with European mirror committee CENELEC/SR 3
• Integration of environmental aspects in cooperation with DKE/K 191 and Cenelec/TC 111X
• Will also be involved in future standard IEC/ISO 82079-2
• Other work of DKE/K 133 include IEC 60617 DB (multilingual database on Graphical Symbols) in German
• Harmonization of IEC/82079-1 in Germany planned
• Bei Überarbeitung IEC 62079:2001 Einbezug des japanischen Vorschlags zu „Preparation of instructions – Structuring, content and presentation – Application to consumer products”
• mit Dual-Logo (IEC/ISO) wichtiger Standard für Gebrauchsanleitungen elektrischer/elektronischer UND nicht-elektrischer/elektronischer Produkte
• 2 Studien des Verbraucherrats zu Gebrauchsanleitungen
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Legal Aspects of IEC/ISO 82079-1
Main Issue for Chinese Exporters: Does use of IEC/ISO 82079 assure producer compliance with regulations in Germany?
Different Aspects:• Contract Law• Product Liability Legislation• Product Safety Law• EU Product Directives and Regulations
Fundamentals:• IEC/ISO 82079 = State of the Art• Covers all aspects of technical documentation• Requires adaptation to concrete case
How about Chinese legislation: Is a harmonization planned?
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Harmonization of IEC/ISO 82079-1
• Contract Law– Standard defines how a technical instruction should look like– Used as reference by experts
• Product Liability Legislation– Standard reflects technical knowledge at the date of issuance– Non-compliance might lead to assumption of negligence
• Product Safety Law– Technical instructions are part of product safety measures– Harmonization of standard is planned use of standard leads to
presumption of conformity (same as EN 62079)
• EU Product Safety Directives and Regulations– New Legislative Framework: Manufacturer shall ensure that …
equipment is accompanied by safety information in a language which can be easily understood by consumers and other end-users
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Instructions for Products Assembled by Consumer …
The next Topic forIEC/ISO 82079 ?
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Contacts – More Information
Ernst-Peter ZiethenDirector International Cooperation
Dr. Gabriela FleischerDIN Consumer Council
DIN Deutsches Institut für Normung
e.V.Burggrafenstr. 6
10787 BerlinTel +49 (30) 2601-0
Fax +49 (30) 2601-1260www.din.de
Klaus ZieglerPresident
[email protected] Mobile +86 139 1091 0826
Beijing Quality Partnerships LLC
Suite 1510, Zhongyu Plaza, A6 Gongti Beilu, Chaoyang District
Beijing 100027Tel +86 (10) 8523 6268Fax +86 (10) 8523 6238
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