ISO/TR 6083:2022

TECHNICAL ISO/TR
REPORT 6083
First edition
2022-12
Best practices for an internal BPoS
handbook
Bonnes pratiques pour un manuel interne de BPoS
Reference number
© ISO 2022
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Fundamental content structure of a BPoS handbook . 2
5 Key elements are listed in the BPoS description . 2
5.1 General . 2
5.2 Information regarding a BPoS description. 3
5.2.1 Key elements . 3
5.2.2 Suggestion for describing a key element in a BPoS handbook . 3
5.3 Information describing the BPoSP . 3
5.3.1 Key elements . 3
5.3.2 How to describe key elements in the BPoS handbook . 4
5.4 Information describing the credentials of a BPoS . 5
5.4.1 Key elements . 5
5.4.2 Suggestions on how to describe the key element in the BPoS handbook . 5
5.5 Information describing the financial characteristics of a BPoS . 5
5.5.1 Key elements . 5
5.5.2 Suggestions on how to describe a key element in the BPoS handbook . 6
6 Key elements added in BPoS handbook .10
6.1 General . 10
6.2 The version of the content of the BPoS handbook . 11
6.2.1 Content of description . 11
6.2.2 Purpose of description . 11
6.2.3 Suggestions for description . 11
6.3 Roles of departments and BPoSP staff involved in BPoS . 11
6.3.1 Content of description . 11
6.3.2 Purpose of the description . 11
6.3.3 Suggestions for description . 11
6.4 Applications involved in BPoS . . .12
6.4.1 Content of description .12
6.4.2 Purpose of the description .12
6.4.3 Suggestions for description .12
6.5 L egal documents involved in the BPoS .12
6.5.1 Content of description .12
6.5.2 Purpose of the description .12
6.5.3 Suggestions for description . 13
6.6 Bylaws involved in the BPoS . 13
6.6.1 Content of description .13
6.6.2 Purpose of the description . 13
6.6.3 Suggestions for description . 13
6.7 Formats and examples of files and forms . 13
6.7.1 Content of description .13
6.7.2 Purpose of the description . 13
6.7.3 Suggestions for description . 13
6.8 Approach for collecting customer comments and suggestions .13
6.8.1 Content of description . 13
6.8.2 Purpose of the description . 13
6.8.3 Suggestion for description . 14
Bibliography .15
iii
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
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ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
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expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see
www.iso.org/iso/foreword.html.
This document was prepared by Technical Committee ISO/TC 68, Financial services, Subcommittee SC 8,
Reference data for financial services.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html.
iv
Introduction
The key elements and attributes of banking products or services (BPoS) are described in ISO 21586.
The majority of providers of banking products or services (BPoSP) today are banks. The challenge of
describing a BPoS is understanding all of the BPoS attributes from the customer's perspective as well as
from the BPoSP’s perspective, as the same BPoS attribute might be understood differently by a BPoSP
or a customer.
In general, each individual BPoSP has its unique governance architecture as well as internal rules
and standards to help manage and support the delivery of BPoS to customers. The banking industry
is deeply dependent on information and communications technology (ICT) to manage BPoS, with its
many similar functions and configurations. To fulfil all the requirements of supervision, innovation and
market competition, BPoS are rapidly and continuously evolving, making the knowledge and operating
skills of BPoSP staff crucial.
The purpose of this document is to provide best practices on how to write a BPoS internal handbook
based on ISO 21586. It aims to help BPoSP staff to “translate” existing BPoS into an ISO 21586 form and
support customer-facing BPoSP staff in responding to customer requests in a consistent and unified
way.
A well-organized BPoSP handbook has the following characteristics:
— the structure is consistent;
— the information is kept up-to-date and accurate;
— contents are in accord with actively sold BPoS;
— the wording is clear and concise;
— the information is made available to staff and customers of a BPoS via various distribution channels.
This document provides a general framework for a BPoS handbook, including the governance,
architecture, rules, standards and ICT applications. This model helps to ensure a consistent and
integrated service to customers, lower the cost of training BPoSP staff, improve the quality of both
customer services and BPoSP operations and increase customer satisfaction.
In applying ISO 21586 to a BPoS handbook, it is possible to tailor and expand key elements. Feedback to
ISO/TC 68/SC 8 and the reasons for those adaptations are welcomed.
v
TECHNICAL REPORT ISO/TR 6083:2022(E)
Best practices for an internal BPoS handbook
1 Scope
This document provides best practices for writing a banking products or services (BPoS) handbook.
It is applicable to any providers of banking products or services (BPoSP) that issue and operate BPoS.
NOTE 1 A BPoS handbook is edited by either product managers or personnel in charge of key elements
mention
...