BS en 12507-2010

BRITISH STANDARD BS EN 12507:2005
Transportation
services — Guidance
notes on the
application of EN
ISO 9001:2000 to the
road transportation,
storage, distribution
and railway goods
industries
ICS 03.080.20; 03.100.10; 03.120.10; 03.220.01
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BS EN 12507:2005
National foreword
This British Standard is the UK implementation of EN 12507:2005. It

supersedes BS EN 12507:2000 which is withdrawn.
The UK participation in its preparation was entrusted to Technical
Committee TW/2, Transport logistics and services.
A list of organizations represented on this committee can be obtained on
request to its secretary.
This publication does not purport to include all the necessary provisions
of a contract. Users are responsible for its correct application.
Compliance with a British Standard cannot confer immunity
from legal obligations.
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This British Standard Amendments/corrigenda issued since publication

was published under the
authority of the Standards
Policy and Strategy Date Comments
Committee on 31 March
2010.
© BSI 2010
ISBN 978 0 580 53848 3

BS EN 12507:2005
EUROPEAN STANDARD EN 12507

NORME EUROPÉENNE
EUROPÄISCHE NORM September 2005
ICS 03.080.20; 03.100.10 Supersedes EN 12507:1999
English Version
Transportation services - Guidance notes on the application of

EN ISO 9001:2000 to the road transportation, storage,
distribution and railway goods industries
Services de transport - Conseils relatifs à l'application de Dienstleistungen im Transportwesen - Leitfaden zur

l'EN ISO 9001:2000 aux industries du transport routier, du Anwendung von EN ISO 9001:2000 auf den Straßen- und
stockage et de la distribution Schienengüterverkehr, die Lagerhaltung und die
Verteilerindustrie
This European Standard was approved by CEN on 8 August 2005.
CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European
Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national
standards may be obtained on application to the Central Secretariat or to any CEN member.
This European Standard exists in three official versions (English, French, German). A version in any other language made by translation
under the responsibility of a CEN member into its own language and notified to the Central Secretariat has the same status as the official
versions.
CEN members are the national standards bodies of Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia,
Slovenia, Spain, Sweden, Switzerland and United Kingdom.
EUROPEAN COMMITTEE FOR STANDARDIZATION

COMITÉ EUROPÉEN DE NORMALISATION
EUROPÄISCHES KOMITEE FÜR NORMUNG
Management Centre: rue de Stassart, 36 B-1050 Brussels
© 2005 CEN All rights of exploitation in any form and by any means reserved Ref. No. EN 12507:2005: E
worldwide for CEN national Members.
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BS EN 12507:2005
EN 12507:2005 (E)
Contents Page
Foreword ..........................................................................................................................................................4
Introduction......................................................................................................................................................5
1 Scope ...................................................................................................................................................6
2 Normative references .........................................................................................................................6
3 Terms and definitions.........................................................................................................................6
4 Quality management system..............................................................................................................6
4.1 General requirements .........................................................................................................................6
4.2 Documentation requirements ............................................................................................................7
4.2.1 General ................................................................................................................................................7
4.2.2 Quality manual ....................................................................................................................................7
4.2.3 Control of documents.........................................................................................................................7
4.2.4 Control of records...............................................................................................................................7
5 Management responsibility ................................................................................................................8
5.1 Management commitment ..................................................................................................................8
5.2 Customer focus...................................................................................................................................8
5.3 Quality policy ......................................................................................................................................8
5.4 Planning...............................................................................................................................................8
5.4.1 Quality objectives ...............................................................................................................................8
5.4.2 Quality management system planning..............................................................................................8
5.5 Responsibility, authority and communication..................................................................................8
5.5.1 Responsibility and authority ..............................................................................................................8
5.5.2 Management representative...............................................................................................................8
5.5.3 Internal communication......................................................................................................................9
5.6 Management review ............................................................................................................................9
5.6.1 General ................................................................................................................................................9
5.6.2 Review input........................................................................................................................................9
5.6.3 Review output .....................................................................................................................................9
6 Resource management.......................................................................................................................9
6.1 Provision of resources .......................................................................................................................9
6.2 Human resources................................................................................................................................9
6.2.1 General ................................................................................................................................................9
6.2.2 Competence, awareness and training ...............................................................................................9
6.3 Infrastructure.......................................................................................................................................9
6.4 Work environment...............................................................................................................................9
7 Product realization............................................................................................................................10
7.1 Planning of product realization........................................................................................................10
7.2 Customer-related processes............................................................................................................10
7.2.1 Determination of requirements related to the product...................................................................10
7.2.2 Review of requirements related to the product ..............................................................................10
7.2.3 Customer communication ................................................................................................................11
7.3 Design and development..................................................................................................................11
7.3.1 Design and development planning ..................................................................................................11
7.3.2 Design and development inputs ......................................................................................................11
7.3.3 Design and development outputs....................................................................................................11
7.3.4 Design and development review......................................................................................................11
7.3.5 Design and development verification..............................................................................................11
7.3.6 Design and development validation ................................................................................................11
7.3.7 Control of design and development changes.................................................................................11
7.4 Purchasing ........................................................................................................................................11
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7.4.1 Purchasing process..........................................................................................................................11

7.4.2 Purchasing information....................................................................................................................13
7.4.3 Verification of purchased product ...................................................................................................13
7.5 Production and service provision ...................................................................................................13
7.5.1 Control of production and service provision..................................................................................13
7.5.2 Validation of processes for production and service provision .....................................................13
7.5.3 Identification and traceability...........................................................................................................13
7.5.4 Customer property............................................................................................................................13
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7.5.5 Preservation of product....................................................................................................................14
7.6 Control of monitoring and measuring devices ...............................................................................14
8 Measurement, analysis and improvement ......................................................................................14
8.1 General ..............................................................................................................................................14
8.2 Monitoring and measurement ..........................................................................................................14
8.2.1 Customer satisfaction ......................................................................................................................14
8.2.2 Internal audit .....................................................................................................................................14
8.2.3 Monitoring and measurement of processes ...................................................................................14
8.2.4 Monitoring and measurement of product .......................................................................................14
8.3 Control of non-conforming product ................................................................................................14
8.4 Analysis of data ................................................................................................................................15
8.5 Improvement .....................................................................................................................................15
8.5.1 Continual improvement ....................................................................................................................15
8.5.2 Corrective action...............................................................................................................................15
8.5.3 Preventive action ..............................................................................................................................15

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EN 12507:2005 (E)
Foreword
This European Standard (EN 12507:2005) has been prepared by Technical Committee CEN/TC 320
“Transport - Logistics and services”, the secretariat of which is held by DS.
This European Standard shall be given the status of a national standard, either by publication of an identical
text or by endorsement, at the latest by March 2006, and conflicting national standards shall be withdrawn at
the latest by March 2006.
This European Standard supersedes EN 12507:1999.
According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following
countries are bound to implement this European Standard: Austria, Belgium, Cyprus, Czech Republic,
Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania,
Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland
and United Kingdom.
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BS EN 12507:2005
EN 12507:2005 (E)
Introduction
The introduction of EN ISO 9001 quality management systems to an organization providing national or
international goods transport services by road or rail, can present difficulties to those, unused to applying such
systems to a service environment. In addition, the frequently expressed split of responsibility for various
elements of the transport process can make it difficult to identify just how far that quality management system
can be expected to apply.
The guidance provided in this European Standard is designed to assist in resolving these difficulties by
highlighting those clauses of EN ISO 9001 where such differences of application, between the more usual
production environment and that of transport services, are likely to be found and by indicating what additional
actions or precautions should be taken to ensure that the resulting quality management system is effective.
This guidance European Standard does not add any requirement above those mentioned in EN ISO 9001.
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EN 12507:2005 (E)
1 Scope
This European Standard provides guidelines for the application of EN ISO 9001, Quality management system,
to the provision of freight transportation services by road and rail, including storage and distribution activities.
2 Normative references
The following referenced documents are indispensable for the application of this European Standard. For
dated references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
EN ISO 9000:2000, Quality management systems - Fundamentals and vocabulary (ISO 9000:2000)
EN ISO 9001:2000, Quality management systems – Requirements (ISO 9001:2000)
3 Terms and definitions

For the purposes of this European Standard, the general definitions of EN ISO 9000:2000 and EN ISO
9001:2000 apply.
The term "organization" refers to the service provider.
4 Quality management system
4.1 General requirements
The identified processes should include information on:
 quality aspects of the procedures;
 published rules, regulations, work instruction, etc.;
 quality records;
 contracts on co-operation between forwarding, transit and receiving service providers;
 contracts for performance with sub-contractors;
 training procedures quality system objectives.
No further guidance required.

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EN 12507:2005 (E)
4.2 Documentation requirements
4.2.1 General
All documentation should be cross-referenced for ease of use. When preparing procedures and instructions,
the skills/training of personnel should be considered. Operating procedures should address the requirements
of legislation applicable, e.g. speed limits and driving time according to the European Regulation or ADR/RID
Directives.
Concerning road transportation:
A "drivers handbook' on the organization's procedures regarding, for example, the following: daily vehicle
inspections and reporting, inspection and acceptance of customer's product, loading/unloading, incident
reporting, emergency procedures, inclusion or reference to legislation applicable to drivers, is regarded as an
operating procedure and an integral part of the quality system.
4.2.2 Quality manual
The quality manual should include:
 scope describing the nature of service provided;
 documented procedures needed to provide the service agreed with the customer, or reference to them;
and
 description of the interaction between the processes of the quality management system.
4.2.3 Control of documents
Documents required by the quality management system should include, in addition to the required
documented procedures for the provision of the service, applicable national or international standards, codes
of practice, legislative requirements, service manuals and data (when maintenance or repair work is
completed by the organization) etc.
4.2.4 Control of records
Examples of quality records include:
 results from customer surveys and market research;
 quality audit reports;
 agreements with the customer;
 customer complaints, feedback;
 applications for change of services;
 minutes of management reviews;
 personnel training verification;
 subcontractor evaluation documents;
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EN 12507:2005 (E)
 consignment notes;
 timetable documents;
 records of corrective and preventive action;
 verification of controlled document distribution;
 inspection, measuring and test equipment records;
 records on non-conformance of customers' product carried or handled; and
 records of customers' product identification and traceability.
5 Management responsibility
5.1 Management commitment
No additional guidance required.
5.2 Customer focus
5.3 Quality policy
5.4 Planning
5.4.1 Quality objectives
5.4.2 Quality management system planning
5.5 Responsibility, authority and communication
5.5.1 Responsibility and authority
The requirement is largely self-explanatory. The organization and management structure including lines of
authority and communication are usually documented in an organization chart. Responsibilities and levels of
authority for the personnel (incl. drivers) may be in the form of specific job description or covered within
individual documented processes.
5.5.2 Management representative
NOTE For multi-site companies, there should be an identified member of staff with responsibility for the functioning of
the quality system for each site, as well as in the individual company divisions.
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5.5.3 Internal communication
5.6 Management review
5.6.1 General
5.6.2 Review input
5.6.3 Review output
NOTE Records of management reviews should indicate the actions decided upon, the effectiveness of such actions
during subsequent reviews and the extent to which quality objectives have been achieved.
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6 Resource management
6.1 Provision of resources
Sufficient and appropriate resources in the form of equipment, facilities and trained personnel should be
provided, applicable to the service undertaken, to meet the needs of the business and its customers.
6.2 Human resources
6.2.1 General
6.2.2 Competence, awareness and training
NOTE Training documents should provide verification of the fact that personnel have been selected based on their
capabilities to satisfy specified workplace criteria.
6.3 Infrastructure
6.4 Work environment

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EN 12507:2005 (E)
7 Product realization
7.1 Planning of product realization
Where existing documented procedures do not cover the service agreed in the contract, additional plans
should be prepared to cover these aspects.
Care should be taken to ensure that these are compatible with the requirements of the existing quality
management system. Quality plans need not be stand-alone documents. They may be included within other
documentation but should clearly show how the quality of the services provided are to be controlled.
7.2 Customer-related processes
7.2.1 Determination of requirements related to the product
NOTE The product of the service provider is the service agreed with the customer.
7.2.2 Review of requirements related to the product
Every order from a customer, whether verbal, written or communicated electronically, should be regarded as a
contract and should clearly specify the service to be provided by the organization. This can range from, e.g. a
telephone request by an authorised person in the traffic office, to a long term major warehousing and
distribution contract which should need to be reviewed by top management. Contracts should be entered in an
appropriate and permanent format.
In the transportation industry the requirements related to the product can be identified by:
 means of quotations (tenders), wherein the intended service and conditions are provided in detail;
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 means of transport agreements with specification of the services agreed upon and the general terms;
 means of consignment notes, wherein the general physical terms for the transport of goods (contract of
carriage) are specified.
Transport feasibility should be checked before submission of tenders, the signing of a transport agreement or
acceptance of a consignment note.
Only the parties having concluded the contract. or their .authorized-representatives, should be permitted to
make amendments to the contract.
All amendments should be acknowledged and confirmed by all of the parties of their authorized
representatives.
If the amendment is concerned with a new technical area, that has not been incorporated previously, then
confirmation should also be obtained from this technical area.
Information concerning the type and manner of amendment of the personnel involved should be specified and
performed by the competent technical area.
Amendments to consignment notes/contracts of carriage should be implemented in accordance with existing

procedures.
Procedures should be established and documented to ensure that all amendments are communicated to the
relevant personnel.
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EN 12507:2005 (E)
7.2.3 Customer communication
7.3 Design and development
7.3.1 Design and development planning
This requirement applies in situations, where the organization is developing new services. The planning of
operations agreed with the customer falls in the scope of clause 7.2.
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
7.4 Purchasing
7.4.1 Purchasing process
The purchased product can be services or equipments, facilities etc., which are incorporated in the service
process offered to the customer.
The selection and control of a supplier and his performance should be based on their ability to meet the
requirements defined in the purchasing document. Criteria for selection could include:
 registration to a recognised European Standard (e.g. EN ISO 9001) by an accredited third party
certification body;
 historical evidence of consistent and reliable performance. There should be objective evidence of analysis
of past performance with defined acceptance criteria;
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 vendor appraisal - contractor assessment by means of a pertinent questionnaire and/or visit to a

supplier's premises to verify facilities, systems, records etc. (Procedure should define the criteria to be
applied and identify records to verify evaluation).

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EN 12507:2005 (E)
Evaluation of subcontractor supplies and services should be correspondingly documented. These records
may take the form of lists, files, or computer files in a specified form. These documents should contain
information regarding the selection guidelines employed for the evaluation procedure. Selection guidelines
should be reviewed on a regular basis with regard to validity.
Services/products provided by typical supplier could be:
 vehicles and trailers (including rental/leasing);
 vehicles/carriage maintenance/repair or inspection or carriages/testing;
 tank/carriage/tank cleaning;
 hose/coupling testing;
 tyre services;
 tachograph analysis and calibration;
 agency drivers;
 training establishments;
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 haulage and distribution;
 warehousing;
 maintenance of temperature controlled equipment;
 calibration services;
 computer software;
 pest control services;
 train transport and shunting services;
 private carriages (renting/leasing);
 handling of goods, vehicle/carriage loading and unloading;
 preparation of the necessary documents (consignment note, customs, invoices);
 monitoring, tracing and logging of the transport process;
 logistical support and provision of customer information;
 technical surveyance of transports (temperature monitoring of refrigerator wagons);
 computer software maintenance;
 railway infrastructure maintenance (connecting lines, lifting equipment, telephones and other facilities);
 outside training.
It should be noted that it may be necessary to notify the customer when part or the whole of a supplier’s
service is sub-contracted. This should be covered as part of contract review.
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EN 12507:2005 (E)
7.4.2 Purchasing information
NOTE An authorised record of details, including relevant specifications given in a telephone order is acceptable if
covered within purchasing process.
7.4.3 Verification of purchased product
7.5 Production and service provision
7.5.1 Control of production and service provision
7.5.2 Validation of processes for production and service provision
Temperature controlled storage/transportation, load bearing and structural welding are examples of processes
needing validation to ensure that specific requirements are met. The organization’s capabilities and the
efficiency of the pre-defined procedures in monitoring these processes should be demonstrated.
7.5.3 Identification and traceability
The degree of identification and traceability may be the subject of specific contract conditions.
All goods being conveyed should be identified and where necessary be traceable, by providing information on
the geographical position and status (in transit, expected, deferred, etc.). The commercial and technical
features should be clearly shown through carriage information: consignor, consignee, shipper, haulage
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company/forwarding agent, contract numbers, tractor units, trailers, tankers, or goods wagon numbers (and,
where possible, train numbers) goods type and bulk, packaging type and number, as well as the verification of
maintenance, repairs, testing etc.
No further guidance is required.
7.5.4 Customer property
These are products, that the customer owns and gives to the organization for use in providing their services.
The main customer property is the product, which the organization is transporting, storing and/or distributing.
The organization can only be held responsible for ensuring that the quality of the product is maintained to the
same or agreed standard whilst in his control.
Customer property may include:
 ISO tanks, containers, trailers;
 private goods wagons and inter-modal transport units;
 private loading facilities;
 returnable packaging;
 facilities for goods wagon receipt.
The procedures should contain the specifications, which are to be met by these products or services as well
as information on how non-conformity is to be determined, recorded and communicated to the customer.

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EN 12507:2005 (E)
7.5.5 Preservation of product
No additional guidance is required. It is expected that procedures covering these requirements have been
addressed under 7.5.1.
7.6 Control of monitoring and measuring devices
Equipment used to check conformity to specified requirements at any stage during the service delivery
process should be checked and calibrated.
The types of equipment, which should be covered may include for example:
 weighbridges and scales;
 pressure gauges;
 temperature gauges including continuous monitoring equipment for refrigerated vehicles/trailers;
 equipment associated with maintenance including torque wrenches, tyre pressure and depth gauges etc.;
and
 environmental monitoring equipment for special storage requirements, e.g. temperature and humidity.
8 Measurement, analysis and improvement
8.1 General
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8.2 Monitoring and measurement
8.2.1 Customer satisfaction
8.2.2 Internal audit
8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of product
8.3 Control of non-conforming product
A non-conforming product should be understood as a service, which does not meet specifications agreed
upon with the customer with regard to deadlines, condition of the goods or information provided or which runs
the risk of not meeting such requirements.
Procedures should be established to show who is responsible for dealing with problems and deciding what
should be to solve about the problem in company headquarters, shunting station, railway station etc. The
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EN 12507:2005 (E)
evaluation and handling, and the determination and notification (information system), as well as handling (new
obligations to customer, additional loading, etc.) and recording of non-conformities should be specified.
Defective equipment used in providing the service should be identified. Such equipment could include vehicles,
trailers, refrigeration plant, mechanical handling equipment, hoses, tyres and other parts removed from
vehicles.
8.4 Analysis of data
8.5 Improvement
8.5.1 Continual improvement
8.5.2 Corrective action
8.5.3 Preventive action

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BS EN
12507:2005
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BRITISH STANDARD BS EN 12507:2005

ICS 03.080.20; 03.100.10; 03.120.10; 03.220.01

NO COPYING WITHOUT BSI PERMISSION EXCEPT AS PERMITTED BY COPYRIGHT LAW

This British Standard is the UK implementation of EN 12507:2005. It

This British Standard Amendments/corrigenda issued since publication

ISBN 978 0 580 53848 3

Copyright British Standards Institution

EUROPEAN STANDARD EN 12507

ICS 03.080.20; 03.100.10 Supersedes EN 12507:1999

Transportation services - Guidance notes on the application of

Services de transport - Conseils relatifs à l'application de Dienstleistungen im Transportwesen - Leitfaden zur

This European Standard was approved by CEN on 8 August 2005.

EUROPEAN COMMITTEE FOR STANDARDIZATION

Management Centre: rue de Stassart, 36 B-1050 Brussels

Copyright British Standards Institution

7.4.1 Purchasing process..........................................................................................................................11

Copyright British Standards Institution

This European Standard supersedes EN 12507:1999.

Copyright British Standards Institution

EN ISO 9001:2000, Quality management systems – Requirements (ISO 9001:2000)

3 Terms and definitions

The term "organization" refers to the service provider.

4 Quality management system

4.1 General requirements

The identified processes should include information on:

 quality aspects of the procedures;

 published rules, regulations, work instruction, etc.;

 contracts on co-operation between forwarding, transit and receiving service providers;

 contracts for performance with sub-contractors;

 training procedures quality system objectives.

No further guidance required.

4.2 Documentation requirements

Concerning road transportation:

No further guidance required.

4.2.2 Quality manual

The quality manual should include:

 scope describing the nature of service provided;

4.2.3 Control of documents

No further guidance required.

4.2.4 Control of records

Examples of quality records include:

 results from customer surveys and market research;

 quality audit reports;

 agreements with the customer;

 customer complaints, feedback;

 applications for change of services;

 minutes of management reviews;

 personnel training verification;

 subcontractor evaluation documents;

Copyright British Standards Institution

 records of corrective and preventive action;

 verification of controlled document distribution;

 inspection, measuring and test equipment records;

 records on non-conformance of customers' product carried or handled; and

 records of customers' product identification and traceability.

No further guidance required.

5.1 Management commitment

No additional guidance required.

5.2 Customer focus

No additional guidance required.

5.3 Quality policy

No additional guidance required.

5.4.1 Quality objectives