Frameworks and Standards


The field of service management draws upon a vast array of 'frameworks', international and national standards.  This category within the University's course catalog offers selective lessons on the most commonly used.  To this purpose, the University offers a definition of each, which may be selected from the following tabs.

University Definition of Framework

  • A model or hypothetical description of a complex entity or series of related process or practices;
  • An underlying structure, a starting point;
  • A set of key terms, concepts, artifact descriptions and operational practices that may be referenced, adopted and adapted into a system or systematic method by a profession, or industry professional.

In general a framework is regarded as a starting point, a valuable contribution towards a system, and therefore an incomplete specification requiring careful analysis and completion by an industry professional.

University Definition of Standard

  • a basis for comparison; a reference point against which other things can be evaluated and developed by a recognized standards organization
  • an international standard is a standard specification developed by the International Organization for Standardization, widely known as ISO, an international-standard-setting body composed of representatives from various national standards organizations
  • a national standard is a standard specification developed by a national standards organization, such as the American National Standards Institute, ANSI.

Standards form the basis for audit and inspection procedures designed to determine the degree of conformity or compliance with the requirements described within the standard specification. Standards are generally recognized as representing a minimum level of achievement by a product, person, or organization.

The University offers lessons on the following categories of frameworks and standards:

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