Cars

2009. These standards are developed through more than 200 ISO technical committees which, in turn, draw input from many more hundreds of national mirror committees, the extended system involving the contri- bution of some 300 000 experts. That's a lot of custom- ers to keep satisfied ! Thirdly, in 2009, at a time when many organizations experienced reduced business, ISO actually increased its scope and introduced two new technical commit- tees ( TC) and two new " project committees (PC) ". These are a new structure, set up to concentrate on develop- ing a single standard, after which they are disbanded. The new entities are : ISO/TC 247, • Fraud countermeasures and controls ISO/PC 248, • Sustainability criteria for bioenergy ISO/TC 249, • Traditional Chinese medicine ISO/PC 250, • Sustainability in event management. 2009 also saw the first meetings of : ISO/TC 238, • Solid biofuels ISO/PC 239, • Network services billing ISO/PC 240, • Product recall ISO/PC 241, • Road-Traffic Safety Management System ISO/PC 242, • Energy management ISO/TC 244, • Industrial furnaces and associated thermal processing equipment ISO/PC 246, • Anti-counterfeiting tools ISO/TC 247 • , Fraud countermeasures and controls. ISO customer ere is interna- tional growing awareness of the need for a balance of social, economic and environmental responsibility. It is obvious that sustain- ability is something the customer of the future will demand. e future ISO 20121, Sustainability in event management, provides a frame- work for the event industry to identify, address and monitor issues of sustain- ability. e event industry is now in the position to take action and implement sustainability to meet and even antici- pate customer demand. is is key for an industry whose prod- uct's purpose is often to inspire behav- iour change. For example, London 2012 Olympic Games (the catalyst for this standard) will provide their customers with a number of ways to experience a sustainable event supported by their use of the ISO 20121 framework. Fiona Pelham, Chair, ISO/PC 250, Sustainability in event management. Building customer satisfaction Customer satisfaction is a core strategy for most com- panies. For ISO – the world's largest developer of Inter- national Standards – building a strong community of satisfied customers has been a key goal since its crea- tion over 60 years ago. ISO looks for innovative ways to leverage customer satisfaction, and three signature events in 2009 highlight that ISO not only satisfies its broad customer base, but its end product – the suite of globally relevant International Standards – continues to drive growth in today's volatile markets. Firstly, the ISO family of its national members has been growing from year to year, and, in 2009, this figure grew to an unprecedented 162 countries – setting a new record for membership of the organization. This is five more than at the end of 2008 when membership rep- resented 98 % of the world economy and 97 % of its population. ISO Secretary-General Rob Steele commented : "It's sig- nificant that even in times of global financial crisis, the ISO family is growing. The benefits that ISO standards can deliver to business, government and society as a whole are increasingly recognized." Secondly, an intensive focus on customer satisfaction led the portfolio of International Standards and stand- ard-type documents to exceed 18 000 by the end of 4 Annual Report 2009

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