Once a robot leaves a test area, it encounters pedestrians, changing routes and unexpected ways of use. Service management should make clear who can stop the service on site, who can take over manually and who confirms that it may resume.
Who may consider this and when
Organizations operating service robots in occupied spaces such as restaurants, shopping centres and hospitals can review responsibilities before launch, site expansion or service changes. Equipment suppliers, site operators and maintenance providers should confirm their interfaces together.
Common challenges
A site operator may think only the equipment supplier can stop the robot, while maintenance waits for the operator's approval. Staff may know the start-up steps but not how to escalate exceptions. A past product test does not address risks that change with real sites and users.
Approach and applicable requirements
ISO 31101:2023 specifies a safety management system for service robot applications in unstructured spaces where people are active. It is a service-management standard and does not replace product safety testing or technical conformity assessment. ISO catalogue
Potential project topics include:
- Service context and shared responsibilities: Identify intended users, other people on site, routes and equipment limitations; confirm decision responsibilities for operations, site management, suppliers and maintenance.
- Activation, maintenance and staff capability: Organize pre-start checks, routine review, maintenance, user information and training. Define stopping, manual takeover and service-resumption steps.
- Changes and incident review: Include software, hardware, site-layout and use changes in reassessment. Use exceptions, reports and internal reviews to drive improvements.
Support and work stages
Walk through the service scenario
Follow the actual service route, identify people and environmental constraints, and list questions requiring technical or safety expertise.
Agree on controls and takeover authority
Discuss stopping, reporting, maintenance and resumption conditions with partners, and identify an on-site backup contact.
Pilot activation and exception handling
Under authorized and controlled conditions, check procedures and staff understanding; record steps that could not be completed.
Review changes and incident information
Check whether updates or site changes require renewed confirmation, and track training, audits and management improvements.
Possible outputs include a service-scenario register, shared-responsibility matrix, activation and takeover process, change-review form and pilot records. A site exception should be traceable through stop, notification, response and resumption responsibilities.
Information to prepare
- Service purpose, site layout and user profile.
- Equipment information, limitations and an index of relevant test evidence.
- Operations and maintenance contracts, authorization and training information.
- Software and hardware updates, stop/resume and incident records.
Start with an information index and de-identified samples. Confirm purpose, access and retention arrangements before sharing project information.
Schedule and fees
Site conditions, pedestrian flows, service types and partner numbers affect the review. Product testing, software or hardware development and engineering changes require separate specialist arrangements. Confirm available third-party management-system certification schemes separately.
Frequently asked questions
Does a compliant robot product mean the service needs no controls?
Product and application-service scopes differ. Actual routes, users and staff responsibilities still need management.
Must every site rewrite all documents?
Common procedures may be reused, but environmental, pedestrian-flow and service differences need explicit review.
What should happen after a supplier updates software?
Check whether behaviour, limitations or controls are affected, then determine the necessary tests, approvals and staff communications.
Who can press stop or authorize resumption?
The organization and its partners should agree on authority and conditions in advance so site staff know how to act and escalate.
Can existing maintenance forms be a starting point?
Review whether they connect service limitations, exceptions and resumption conditions, then close any gaps.
What certification is promised on this page?
No product or management system is presumed to have passed assessment. This page uses the 2023 edition; any third-party scheme must be confirmed separately.
Related services and enquiries
Share one planned deployment site, robot use and partner responsibilities to identify service-accountability questions. Contact Captain International