This standard specifies the basic principles and basic contents of after-sales service for industrial products. This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises. GB/T 16784.1-1997 After-sales service for industrial products Part 1: General GB/T16784.1-1997 Standard download decompression password: www.bzxz.net
This standard specifies the basic principles and basic contents of after-sales service for industrial products. This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises.

GB/T16784.1-1997
This standard is formulated based on the needs of my country's market economic development, summarizing my country's experience in after-sales service of industrial products and absorbing international advanced experience.
It is published under the general title of "after-sales service of industrial products", including the following parts: Part 1: General Principles. It stipulates the basic concepts, basic principles and basic contents of after-sales service of industrial products. Part 2: Repair. It stipulates the basic items and requirements of repair service in after-sales service. This standard is proposed and coordinated by China Institute of Standardization and Information Classification and Coding. The coordinating units of this standard are: China Institute of Standardization and Information Classification and Coding, Hemisphere Industrial Group Co., Ltd. The main drafters of this standard: Shi Zheng, Mao Jie, Dong Jiang, Feng Zhenghu 1 Scope
National Standard of the People's Republic of China
After-sales service of industrial products
Part 1: General
After-gale service of industrial praduets---Part T; General principle This standard specifies the basic principles and basic content of after-sales service of industrial products. This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises' after-sales service documents. 2 Referenced Standards
GB/T 16784.1--- 1997
The provisions contained in the following standards constitute the provisions of this standard through reference in this standard. When this standard is released, the versions shown are valid: All standards will be revised. The party using the name of this standard should explore the possibility of using the latest version of the following mark. GB5296.185 General principles for instructions for use of consumer products T3/T6583,1-1994 Quality management and certification language (dtIS08402,1994GB9969.188 General principles for instructions for use of industrial products GH/T14436-93 General provisions for industrial product warranty documents 3 Definitions
This standard adopts the following definitions:
3.1 After-sale service After the product is sold, in order to meet the needs of the customer, the result of the contact activities between the supplier and the customer: 3.2 ristomerbzxz.net
The recipient of the product provided by the supplier (see 1.9 in (13/T6583.1-1994). 3.3 supplier
The group that provides products to customers (see 1.10 in GB/T6583.1-1994) 3.4 quality
The sum of characteristics that reflect the ability of an entity to meet explicit and implicit needs (see 2.1 in GH/T6583,1-1994). 4 basic principles
4.1 The manufacturer should For industrial supporting products, important products of the national defense industry, products that are subject to the "three guarantees" policy of the state, and other products that customers require services, after-sales service standards or documents shall be formulated as the service basis for after-sales service activities. The enterprise's after-sales service standards or documents shall not be lower than the requirements of the corresponding national standards or industry standard documents. 4.2 The manufacturing enterprise shall have an organization responsible for after-sales service and clarify its responsibilities. 4.3 The manufacturing enterprise shall have the resources, means and conditions to meet the requirements of after-sales service. 4.3.1 The instructions for use of industrial products shall be provided in a timely manner. The instructions for use shall comply with the requirements of (13 9969.1; the instructions for use of products shall be provided in a timely manner. The instructions for use shall comply with the requirements of GB5255.1. 4.3.2 The enterprise shall provide product guarantee documents when delivering products. The product guarantee documents shall comply with GB/T 14436 4.3.3 The enterprise shall have sufficient logistical support, including technical consultation, spare parts, accessories supply and maintenance services. 4.3.4 The enterprise shall promptly grasp the failure and defect of products, especially new products, and establish an early reporting system to ensure timely after-sales service.
4.3.5 The enterprise shall establish a feedback system for product use functions to monitor the quality characteristics of the product during its life cycle. The system shall be able to continuously analyze the degree to which the product meets the customer's requirements for quality, safety and reliability. 4.4 The enterprise shall establish after-sales service files for the product as needed. 5 Basic content
5.1 The technical documents and technical information required for normal use provided by the enterprise to the customer shall be expressed in a language suitable for the user: when the design is improved or changed, the relevant technical documents and technical information shall be modified in a timely manner. 5.2 The enterprise provides technical training to customers
The enterprise shall provide technical training to customers and relevant personnel according to the needs of customers or the agreement between the two parties, so that users can understand the performance and structural characteristics of the product and can use and operate it correctly. 5.3 The enterprise provides maintenance services to customers
5.3.1 Under normal circumstances, the enterprise provides maintenance services according to the characteristics of the product and the needs of use. The maintenance services should comply with the requirements of the second part of the maintenance of industrial product after-sales service.
5.3.2 Under special circumstances, the enterprise can provide emergency maintenance services based on the urgent needs of customers. 5.4 The enterprise provides spare parts to customers
5.4.1 The enterprise provides customers with the necessary supporting parts and components for the products in accordance with the regulations. 5.4.2 When the user requires an emergency order, the enterprise should provide it in time. 5.5 The enterprise provides on-site technical services to customers 5.5.1 The enterprise should provide on-site services to the user's unit regularly during the life of the product. 5.5.2 The on-site technical services provided by the enterprise should generally include the following: 1. Undertake installation, commissioning and guidance on the correct use and maintenance of products; provide relevant technical consultation:
1. Assist in solving problems caused by improper storage, use and maintenance; participate in regular inspections of products. 5.6 The enterprise shall promptly handle the quality problems in the use of the product 5.6.1 After receiving the information that the product has quality problems, the enterprise shall promptly find out the situation, deal with it quickly, and notify the user. 5.6.2 During the specified storage period and warranty period, if there are design and manufacturing quality problems, the production agency shall repair or replace them. 5.6.3 Outside the specified storage period and warranty period, if the product is improperly used or improperly stored, causing damage and loss of value, the production enterprise shall provide paid services according to the requirements of the user. 5.6.4 If the user unit requires the production enterprise to participate in the investigation of the product accident, the production enterprise shall participate.
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