Some standard content:
GB/T15624.1—1995
This standard is formulated on the basis of summarizing the practical experience of my country's service industry for many years. At the same time, it is also to make my country's service industry adapt to the needs of international trade and provide a unified basis for my country to keep pace with the international standards in terms of services. This standard is the first part of the national standard series of "Guidelines for Service Standardization Work". Other parts will be compiled in succession, such as "Guidelines for Service Standardization Work Part 2 Terminology". This standard will be implemented from January 1, 1996. This standard is proposed and managed by the China Institute of Standardization and Information Classification and Coding. The drafting units of this standard are China Institute of Standardization and Information Classification and Coding, the Institute of Standardization of the Ministry of Railways, the Standardization Institute of the Ministry of Transport, the Ministry of Health, the Ministry of Posts and Telecommunications, and the Ministry of Domestic Trade. The main drafters of this standard are Mao Jie, Wang Zheng, Huang Yinrong, Ning Guizhen, and Qu Nailiang. 1 Scope
National Standard of the People's Republic of China
Guidelines for standardization of services-Part 1:Ceneral rules
This standard specifies the basic principles, principles and general requirements for services and service standardization. GB/T15624.1—1995
This standard applies to services and service standardization work in the national service industry and various service enterprises and institutions. 2 Referenced standards
The provisions contained in the following standards constitute the provisions of this standard through reference in this standard. When this standard is published, the versions shown are valid. All standards will be revised, and the parties using this standard should explore the possibility of using the latest versions of the following standards. GB/T19004.2—1994 Quality Management and Quality Assurance System Essentials Service Guide (idtISO9004-2:1993) 3 Definitions
This standard adopts the following definitions.
3. 1 Customer
The recipient of the product provided by the supplier.
Note: ①In the case of a contract, the customer can be called the "purchaser". ②The customer can be, for example: the final consumer, the user, the beneficiary or the purchaser. @The customer can be both internal and external to the organization. 3.2 Service service
The result of the contact between the supplier and the customer and the internal activities of the supplier in order to meet the customer's needs. 3.3 Service standard service standard
The standard established for the requirements to be achieved in a certain service work. 4 Service principles and service standardization principles
4.1 Service source
4.1:1 Service standards and service strategies
4. 1. 1. 1 Service objectives
Meet the requirements and expectations of users and customers and make customers satisfied. The main driving force and ultimate goal for all service organizations and personnel to work hard. Service objectives should include service efficiency, safety, quality, trust, economic factors and social benefits. 4.1.1.2 Service strategy
To achieve service objectives, corresponding service strategies should be formulated and implemented. Different service organizations have different service strategies, which generally include determining the most suitable service objects, determining the image of the service organization, and the service standards and service standard systems to be adopted. In particular, regulations and standards related to safety and hygiene are required. Approved by the State Technical Supervision Bureau on July 17, 1995 and implemented on January 1, 1996
4.1.2 Service characteristics
GB/T15624.1—1995
4.1.2.1 Service cannot be prefabricated or stored before the customer's request, and most services are provided immediately. 4.1.2.2 Services are usually provided by the personnel or representatives of the service organization in direct contact and communication with the customer. 4.1. 2.3 Customers not only require service results, but also have requirements for the service provision process. 4.1.2.4 The process and results of many services are inseparable. Generally speaking, it is impossible to control the quality of services by means of final inspection. Whether the process of providing services is highly mechanized (such as direct dial telephone services) or completely personalized (such as medical services), the more specific the necessary restrictions on the service provision process are, the greater the chance of applying service principles and service standards to improve service quality.
4.1.3 Service characteristics
4.1.3.1 The characteristics of services or service provision include quantitative characteristics and qualitative characteristics. They should be clearly defined according to actual needs. 4.1.3.2 Quantitative service characteristics refer to characteristics that can be measured. Including: investment, capacity, personnel, quantity of materials, waiting time, service performance time, service accuracy, service technical regulations, service integrity, accuracy of billing, etc. 4.1.3.3 Qualitative service characteristics refer to service characteristics that are not easy to measure and require subjective evaluation. Including: etiquette, modality, credibility, perfection, safety, comfort, hygiene, environment, aesthetics, etc. 4.1.4 Service work process
4.1.4.1 The service work process includes three main service stages: service market process, service design process and service provision process. 4.1.4.2 The service market process includes selling services, further market research and market determination. 4.1.4.3 The service design process includes formulating market and customer needs into service design and service standards (including service specifications, service provision specifications, quality control specifications, etc.).
4.1.4.4 The service provision process includes the implementation of services and the evaluation of service results to improve services, improve service quality and meet customer needs.
4.2 Service standardization principle
4.2.1 Unification principle
4.2.1.1 Transform customer needs for the same service into the same service standard and meet customer needs by implementing the standard. 4.2.1.2 When selecting and unifying service needs, adopt the method of simplification and selection, remove duplicate and backward parts, and retain reasonable and advanced parts.
4.2.2 Coordination principle
4.2.2.1 Service standards should be coordinated and consistent. wwW.bzxz.Net
4.2.2.2 Service standards should be coordinated and consistent with other relevant standards. 4.2.3 Supporting principle
4.2.3.1 In the service standard system, various standards should be supported as a whole. 4.2.3.2 A supporting standard complex centered on key chain services should be established to ensure that key services are realized. 4.2.4 Ladder principle
4.2.4.1 The service standard level forms a ladder relationship with the service level. The service standard level remains relatively stable within a certain period of time. As the service level continues to improve, the standard level should be improved in a timely manner. 4.2.4.2 Service standards should be reviewed regularly, and conclusions on whether the standards are still valid or not should be made to maintain the effectiveness of the standards. 5 Basic Service Principles
5.1 Treat customers equally: treat customers regardless of race, ethnicity, nationality, wealth, closeness or distance, and do not judge people by appearance. 5.2 Politeness: be polite, enthusiastic and friendly to customers. 5.3 Honesty and integrity: be honest and fair to customers. 5.4 National dignity, respect national customs, be neither humble nor arrogant, and do not provide services that damage national dignity. 5.5 Comply with laws and regulations: abide by national laws and regulations, and protect the legitimate rights and interests of customers. 6 Basic Service Requirements
6.1 Service personnel
6.1.1 Appearance
GB/T15624.1-1995
6.1.1.1 Service personnel should wear dignified, generous and neat clothes, and should wear service badges. It meets the requirements of the job. 6.1.1.2 Service personnel should have a natural expression, be friendly and kind, and promote smiling service. 6.1.2 Behavior and Posture
6.1.2.1 Behavior should be civilized, attitude should be decent, and service should be proactive, in line with work requirements. 6.1.3 Language
6.1.3.1 Language should be civilized, polite, clear and concise. 6.1.3.2 Speaking Mandarin is encouraged.
6.1.3.3 When the customer's problem cannot be solved, it should be patiently solved. 6.1.4 Service Business Ability and Skills
Service personnel should have the service skills necessary for service, and service industry eyes. Service personnel should have the corresponding business knowledge and use it proficiently. 6.2 Service Facilities and Equipment
6.2.1 Service facilities, equipment and other material conditions should be consistent with the services provided and their levels. 6.2.2 Service facilities and equipment should be kept in good condition. 6.3 Safety, Health and Environment
6.3. 1 Safety
6.3.1.1 Service places and service processes should ensure the safety of personnel. 6.3.1.2 The service place and service process must ensure the safety of goods. 6.3.2 Health
6.3.2.1 The service place and service process must comply with relevant health regulations. 6.3.2.2 The goods sold must comply with relevant national health requirements. 6.3.3 Environment
6.3.3.1 The service place and service process shall comply with the relevant provisions of environmental protection. 6.3.3.2 The packaging of the goods sold shall be conducive to environmental protection. 6.4 Convenience measures
6.4.1 Each service enterprise shall provide necessary convenience measures according to the characteristics of the industry and the needs of customers. 6.4.2 Special services shall be provided for the elderly, the weak, the sick, the disabled, the pregnant and the young. 7 Service standard requirements
7.1 In order to realize the service policy, daily standards and ensure the quality of service, an enterprise service standard system shall be established. 7.1.1 The service standard system shall meet the needs in terms of service type, quantity, level and coordination between standards. 7.1.2 The service standard system shall include relevant national standards, industry standards, local standards and enterprise standards. 7.1.3 The service standard system shall be scientific and reasonable in terms of standard level and structure. 7.1.4 The service standard system may adopt the form of service standard system table, layered monthly record and standard complex. 7.1.4.1 Service Standard System Table: All service standards are arranged in layers on the table according to the scope of application and the size of the coverage. The ones with the largest scope of application and coverage are placed at the top, and the ones with the smallest are placed at the bottom. 7.1.4.2 Layered Directory: All standards are compiled into a directory according to the system and layers. 7.1.4.3 Standard Complex: It is a local standard system form that is centered on key service items and matched with relevant standards. 7.2 In order to ensure and cooperate with the implementation of service standards, the provisions on service quality management and quality system elements are shown in GB/T19004.2.
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