Guidelines for the implementation of the quality management system of cultural service—Part 2:Indoor museum
Some standard content:
ICS 03. 080. 01
National Standard of the People's Republic of China
GB/T 28227.2—2011
Guidelines for the implementation of the quality management system of cultural service Part 2 : Indoor museum
Promulgated on 2011-12-30
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China Administration of Standardization of the People's Republic of China
2012-05-01Implementation
1 Scope
2 Normative references
3 Terms and definitions
Quality management system
Management responsibilities
Resource management
Service realization
8 Measurement, analysis and improvement
References
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GB/T 28227.22011
GB/T28227 Guidelines for the Implementation of the Quality Management System for Cultural Services\ is divided into seven parts: Part 1: General Principles; Part 2: Indoor Museums; Part 3: Outdoor Museums; Part 4: Sales and Rental of Audiovisual Products; Part 5: Reproduction of Audiovisual and Electronic Publications; Part 6: Museums; Part 7: Theaters.
This part is Part 2 of GB/T28227. This part refers to the National Technical Committee for Service Standardization (SAC/TC264) GB/T 28227,2—2011
The drafting units of this part: China Institute of Standardization, China Social and Cultural Development Foundation, China Quality Association Quality Assurance Center, China Certification and Accreditation Association, China National Accreditation Service for Conformity Assessment, Zhoukoudian Peking Man Site Museum, Fangyuan Certification Group Co., Ltd., China Export Commodity Packaging Research Institute.
The main drafters of this part: Li Han, Liu Jing, Deng Zhenfei, Gao Xiaolong, Ren Liqiang, Chen Zhitian, Zhao Zongbo, Li Renliang, Yang Ming, Zhou Xiangmei, Yang Haifeng, Shang Shichuan, Li Jianhua, Zhu Qian. TTTKANTKACA
1 Scope
Guidelines for the implementation of cultural service quality management system Part 2: Indoor museums
GB/T 28227.2—2011
This part of GB/T 28227 gives the content of quality management system, management responsibilities, resource management, service realization, and quantity, analysis and improvement of indoor museums.
The requirements specified in this part are general to all types of indoor museums. If any requirement of this part is not applicable due to the characteristics of the museum and its services, it can be considered to be deleted: but the deletion is limited to those clauses in Chapter 7 of this part that do not affect the ability or responsibility of indoor museums to provide services that meet the requirements of customers and applicable laws and regulations. Otherwise, it cannot claim to meet the requirements of this part. 2 Normative references
The following documents are indispensable for the application of this document. For dated references, only the dated versions apply to this document. For undated references, the latest versions (including all amendments) apply to this document. GB/T 19000 Quality management system fundamentals and vocabulary (ISO 9000:2005, IDT) GB/T 19001 Quality management system requirements (ISO 9001:2008, IDT) 3 Terms and definitions
The following terms and definitions established in GB/T 19000 apply to this part of GB/T 28227. 3.1
Indoor museumindoormuscum
Indoor places for collecting, protecting, studying and displaying evidence of human activities and natural environment. 3.2
Collection
Evidence of nature and human civilization collected and preserved. 3.3
Museum servicesmaseunservice
Services directly related to museum business and supporting services. Note 1: Directly related services include the collection, publicity, display, explanation and ticket cancellation (refund) of souvenirs. Note 2: Supporting services include the delivery of souvenirs and the admission of seats. 4 Quality management system
4.1 General requirements
When indoor museums establish a quality management system in accordance with GB/T19001, they should document, implement and maintain it according to the provisions of this part, and continuously monitor its effectiveness. Includes: a) Determine the processes required for the quality management system and their application in indoor museums; b) Determine the sequence and interaction of these processes; c) Determine the principles and methods required to ensure the effective operation and control of these processes; d
Ensure the necessary resources and information to support the operation and monitoring of these processes; e) Monitor, measure (when applicable) and analyze these processes; f) Implement necessary measures to achieve the planned results of these processes and continuous improvement of these processes. If indoor museums choose to outsource any processes that affect the compliance of museum services, they should ensure the control of these processes. The type and degree of control over such outsourced processes should be specified in the quality management system. Note 1: The processes required for the quality management system mentioned above include processes related to management activities, resource supply, service realization, and measurement, analysis and improvement. Note 2: "Outsourced processes" are processes that are selected by the museum for the needs of the quality management system and are performed by external parties. Note 3: The museum's responsibility to ensure control over outsourced processes does not relieve it of its responsibility to meet all customer and statutory requirements. The type and degree of control over outsourced processes may be affected by factors such as: 1) the potential impact of the outsourced process on the museum's ability to provide services that meet the requirements; 2) the degree of sharing of control over the outsourced process; and 3) the ability to achieve the required control through the application of 7.1. 4.2 Documentation requirements
4.2.1 General
The documentation of the quality management system of the museum includes: a) documented quality policy and quality objectives; b) quality registers; c) documented procedures and records required by this part; and d) documents, including records, required to ensure the effective planning, operation and control of the museum's service processes. Note 1: Wherever "documented procedures" appear in this part, it requires that the procedures be established, documented, implemented and maintained. A document may include the requirements of one or more procedures, and the requirements of a documented procedure may be contained in more than one document. NOTE 2 The level of documentation and detail of the quality management system of an indoor museum may vary, depending on a) the size of the indoor museum and the type of activities; 6) the complexity of the processes and their interactions; and c) the competence of the personnel. NOTE 3 Documentation may be in any form or type of media. 4.2.2 Quality manual The indoor museum shall prepare and maintain a quality manual which shall include: a) the scope of the quality management system, including any exclusions and justification; b) documented procedures or references to them established for the quality management system; and c) a description of the interactions between the quality management system processes. 4.2.3 Document control Documented procedures shall be established to control the indoor museum's quality management system documentation. Records are a special type of document and should be controlled according to the requirements of 4.2.4. The control requirements for documents include: a) Approval before the document is issued to ensure that the document is sufficient and appropriate; b) Review and update the document when necessary, and re-approve it; c) Ensure that changes and current revision status of the document are identified; d) Ensure that the relevant version of the applicable document is available at the point of use; e) Ensure that the document remains clear and easy to identify; 2
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f) Ensure that the external documents required for the planning and operation of the quality expectation system determined by the indoor museum are identified and their distribution is controlled; stop the unintended use of obsolete documents, and if obsolete documents are retained for some purpose, they should be appropriately marked.
4.2.4 Record Control
Records established to provide evidence of conformity with requirements and the effective operation of the indoor museum quality management system should be controlled. The museum shall establish documented procedures to define the controls required for the identification, storage, protection, retrieval, retention period and disposal of records.
Records shall remain legible, easily identifiable and retrievable. Management Responsibilities
5.1 General management commitment
Top management shall provide evidence of its commitment to establish, implement and continually improve the effectiveness of the quality management system for indoor museums through the following activities:
a) Communicate the importance of meeting customer and statutory and regulatory requirements;
b) Develop the indoor museum quality policy;
|) Ensure the establishment of indoor museum quality objectives;
d) Conduct management reviews;
e) Ensure the availability of resources.
5.2 Customer focus
Top management shall ensure that customer requirements are identified and met with the goal of enhancing customer satisfaction (see 7.2.1 and 8.2.1). 5.3 Quality Policy
Top management shall ensure that the indoor museum quality policy: a) is appropriate to the objectives of the indoor museum service; b) includes commitment to meeting requirements and continual improvement of the effectiveness of the quality management system; c) provides a framework for setting and evaluating quality objectives; d) is communicated and understood within the indoor museum and its meaning is understood by all staff through training; e) is reviewed for its continuing suitability during internal audits and management reviews to enable continual improvement. 5.4 Planning
5.4.1 Quality objectives
Top management shall ensure that quality objectives are established at relevant functions and levels of the indoor museum. Quality objectives include the content required to meet the requirements of the indoor museum service [see 7.1a]. Quality objectives shall be measurable and consistent with the quality policy. 5.4.2 Quality management system planning
The top management shall ensure that:
a) the quality management system of the indoor museum is planned to meet the quality standards and the requirements of Section 4.1 of this chapter, and b) the integrity of the quality management system is maintained when planning and implementing changes to the quality management system of the indoor museum. TTTKAONTKACA
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5.5 Responsibilities, authorities and communication
5.5.1 Responsibilities and authorities
The top management shall ensure that the responsibilities and authorities of the indoor museum are defined and communicated. 5.5.2 Management representative
The top management shall designate a representative within the indoor museum, regardless of his/her other professional titles, who shall have the following responsibilities and authorities:
a) ensure that the processes required for the indoor museum quality management system are established, implemented and maintained; b) report to top management on the performance of the indoor museum quality management system and any need for improvement; and c) ensure awareness of meeting customer requirements is promoted within the indoor museum. NOTE: The responsibilities of the management representative may also include liaison with external parties on matters related to the quality management of indoor museum services. 5.5.3 Internal communication
The top management shall ensure that appropriate processes for monitoring are established within the indoor museum and that communication takes place on the effectiveness of the quality management system.
5.6 Management review
5.6.1 General
Top management shall review the indoor museum quality management system at planned intervals to ensure its continuing suitability, adequacy and effectiveness. The review should include evaluating opportunities for improvement and the need for changes to the indoor museum quality management system, including the need for changes to the quality policy and quality standards. Records of joint reviews should be maintained (see 4.2.4). 5.6.2 Review inputs The inputs to the management review should include information from the following areas: a) Audit results: Customer feedback: Poor performance of indoor museum services and service compliance; d) Status of preventive and corrective actions; Follow-up measures from previous management reviews; Changes that may affect the indoor museum quality management system and suggestions for improvements.
Review output
The output of the management review shall include any decisions and actions related to: a) Improvement of the effectiveness of the indoor museum quality management system and its processes; b) Improvement of services related to customer requirements: resource requirements,
6 Resource Management
6.1 Resource Provision
The indoor museum shall determine and provide the resources needed for: 4
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a) Implement, maintain and continually improve the effectiveness of the indoor museum quality management system; b) Enhance customer satisfaction by meeting customer requirements. 6.2 Human Resources
CB/T 2B227.2—2011
Personnel performing work that affects the compliance of indoor museum service requirements shall be competent for the job requirements based on appropriate education, training, skills and experience.
Indoor museums should
a) determine the required competencies of personnel performing work that affects the compliance of their service requirements, such as professional, language, health and other aspects; b) when applicable, provide training or take measures such as recruitment, skill transfer, internship, transfer, etc. to acquire the required competencies; evaluate the effectiveness of the measures taken, such as knowledge assessment, operation assessment, observation, and continuous effectiveness evaluation, and obtain relevant information through internal audits or feedback from visitors;
ensure that their personnel recognize the relevance and importance of the activities they are engaged in and how they contribute to the achievement of quality standards; d)
maintain appropriate records of education, training, skills and experience. 6.3 Infrastructure
Indoor museums should identify, provide and maintain the infrastructure needed to meet the service requirements of indoor museums, such as establishing infrastructure maintenance lists, establishing the responsibilities, frequency, methods for maintaining infrastructure and implementing them. When applicable, the infrastructure includes:
Buildings, workplaces and related facilities, such as exhibition halls, collection storage places, office spaces, audience rest facilities, barrier-free passages, decorations, safety railings, etc.:
Interpretation equipment (hardware and software): such as interpretation, demonstration, lighting, monitoring equipment, water, electricity, ventilation, emergency lighting, life-saving, safety, and sanitation equipment to ensure the conditions for visiting. The process equipment should ensure good performance, stable and complete working status: c) Support service facilities, such as communications, fire alarm systems, and information systems. 6.4 Working environment
Indoor museums should identify and manage the working environment needed to meet the service requirements. Where applicable, this includes controls over temperature, humidity, lighting, cleanliness, insect control, protection against harmful light, protection against wind, fire, water, moisture, corrosion, noise, air quality, fresh air volume and other ergonomic factors. If these controls require the cooperation of visitors or other personnel, they should be identified, determined and made clear or communicated through appropriate methods. bzxZ.net
7 Service realization
7.+ Planning of service realization
Indoor museums should plan and develop the processes required for museum services. The planning of museum services should be consistent with the requirements of other processes of the quality management system (see 4.1).
When planning museum services, indoor museums should determine appropriate content in the following areas: quality objectives and requirements for museum services, including requirements for infrastructure, collections, research, exhibitions, social education, service personnel, and service convenience, timeliness, comfort, information accessibility, etc.; b) the following processes determined for museum services, and the documents and resource requirements required for these processes: 1) Collection: acquired through solicitation, purchase, exchange, acceptance of donations and allocation; protection; such as identification, disinfection, classification, compilation, card making, inventory, storage, custody, restoration, out of warehouse, transportation, cancellation, etc.: 2)
Research: such as professional research, collection research, mathematical research, etc.: 1) Exhibition: such as the management, production, display and 5
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Use:
5) Education: such as explanation, lectures, school education, editing and publishing of dissemination materials, student exchanges, etc.; 6) Others: such as loan of collections, custody, etc. Verification, confirmation, monitoring, testing, inspection and testing activities required for museum service processes, and acceptance of museum services.
d) Records required to provide evidence that museum services meet requirements (see 4, 2.4), the output form of the plan should be consistent with the operation mode of the indoor museum. Note 1: For service items with specific requirements, the document that specifies the processes and resources of the quality system of the contract can be called a quality-based plan. Note 2: Indoor museums can also apply the requirements of 7.3 to the development of museum service processes. 7.2 Customer-related processes
7.2.1 Determination of requirements related to museum services Indoor museums should determine:
a) Requirements specified by customers, including requirements for delivery and post-delivery activities; b) Requirements necessary for specified use or known intended use, although not explicitly stated by customers; C) Legal and regulatory requirements applicable to museum services; d) Any additional requirements deemed necessary by indoor museums. 7.2.2 Review of requirements related to museum services Indoor museums should review requirements related to museum services. The review should be conducted before the indoor museum makes a commitment to provide museum services to customers (such as accepting changes in contracts or orders, providing publicity and advertising information, etc.), and should ensure that: a) museum service requirements have been specified; b) contract or order requirements that are inconsistent with previous statements have been resolved; e) indoor museums have the ability to meet the specified requirements. Records of review results and actions resulting from the review should be maintained (see 4.2.4). If the customer does not provide documented requirements, the indoor museum should confirm the customer's requirements before accepting them. If the museum service requirements change, the indoor museum should ensure that the relevant documents are modified and that relevant personnel are aware of the changed requirements.
Note: In some cases, such as online sales, a formal review of each order may be inappropriate. As an alternative, a detailed review of relevant museum service information, such as service content, advertising and promotional materials, can be conducted. 7.2.3 Customer Communication
Indoor museums should implement effective communication with customers in the following aspects: a) Provide museum service information, such as museum service content, time announcements, etc.; b) Handle inquiries, contracts or orders in a timely manner, including modifications. If services cannot be provided as planned, such as changes in the content, location, and time of the collection display caused by an emergency, the indoor museum needs to take appropriate measures to obtain the understanding of the customer; c) Obtain customer feedback, including customer complaints, by providing a customer message book, interviewing customers, and setting up a special agency to handle customer complaints.
7.3 Design and development of services
7.3.1 Design and development planning
The design and development of museum services refers to the design and development of new service items that are different from the previous service content, such as the display of new items, the collection and preservation of specific collections, the research or education and training of new topics, the formulation of interpretation words, etc. When carrying out design and development planning, museum members shall determine:
a) the stages of design and development and the specific work content, progress and requirements of each stage; b) the review, verification, confirmation activities and acceptance criteria suitable for each stage of design and development; and the responsibilities and authorities of design and development.
The museum shall manage the interfaces between different groups involved in design and development to ensure effective communication and clarify the division of responsibilities. The results of design and development shall be formed into planning documents. As design and development progresses, the planning documents shall be updated as appropriate. Note: The review, verification and confirmation of design and development have different purposes. Depending on the specific situation of the indoor museum and its services, they can be carried out and recorded separately or in a combination of ways.
7.3.2 Design and development inputs
The inputs related to the museum service requirements should be determined and recorded (see 4.2.4). These inputs should include: a) functional and performance requirements, such as exhibition style, content, route, interpretation, safety, time requirements, etc. b) applicable legal and regulatory requirements;
c) information from previous similar designs when applicable; d) other requirements necessary for design and development. The adequacy and suitability of these inputs should be reviewed. The requirements should be complete, clear and not contradictory. 7.3.3 Design and development outputs
The outputs of museum service design and development should be suitable for verification against the inputs of design and development and approved before release.
The output of museum service design and development should: a) meet the requirements of design and development input; 6) provide appropriate information on museum procurement and service provision, such as proposing staffing, providing exhibition design letters and specifications of decorative materials required for display, formulating service plans, service specifications, commentaries, etc., including or citing museum service acceptance criteria, such as providing exhibition hall lighting, air quality, decoration acceptance standards, and providing monitoring requirements for the museum service provision process;
The service characteristics necessary for the normal and safe provision of museum services should be determined, such as proposing environmental requirements, exhibit safety requirements, fire protection requirements, emergency plan requirements, etc.
7.3. 4 Design and development review
A systematic review of design and development should be conducted at appropriate stages based on the arrangements of the planned documents (see 7.3.1) to: a) evaluate the ability of the design and development results to meet the requirements h) identify any problems and propose necessary measures. Participants in the review should include representatives of functions related to the design and development stage being reviewed. Records of review results and any necessary actions shall be maintained (see 4.2.4).
7.3.5 Design and development verification
To ensure that the design and development outputs meet the input requirements, the design and development shall be verified in accordance with the planned document arrangements (see 7.3.1). Verification may include a variety of methods, such as evaluation of exhibition effects, on-site interpretation demonstrations, environmental monitoring reports, and approval of service plans. Records of verification results and any necessary actions shall be maintained (see 4.2.4). 7.3.6 Design and development confirmation
To ensure that museum services can meet the specified requirements or the requirements of known expected scenarios, the design and development shall be confirmed in accordance with the planned procedures (see 7.3.1). Whenever practicable, confirmation shall be completed before the museum service is provided. Confirmation may include evaluations after visits by representatives of marketing groups, donors, administrative management representatives, industry professionals, etc., and approval of design and development results by authorized personnel of the museum. Records of confirmation results and any necessary measures should be maintained (see 4.2.4). 7.3.7 Control of design and development changes
Identify design and development changes and maintain records. Design and development changes should be appropriately reviewed, verified and confirmed, and approved before implementation. The review of design and development changes should include an evaluation of the impact of the changes on the components of museum services and services already provided. Records of the review results of the changes and any necessary measures should be maintained (see 4.2.4). 7.4 Procurement
7.4.1 Procurement process
Indoor museums should ensure that the products (materials and services) purchased meet the specified procurement requirements, and the type and degree of control over suppliers and purchased products should be based on the impact of the purchased products on the subsequent provision of museum services. Suppliers in museum service activities usually include: a) Providers of products!
6) Institutions for collection appraisal, restoration, reproduction, model, specimen production, etc., exhibition companies, packaging and transportation companies, etc. that cooperate with indoor museums:
Production parties of exhibition stands, display boards, models, audio, etc.; c) Service providers for preservation, security and facility maintenance; d) Installation, decoration and downstream construction parties.
Indoor museums should evaluate and select suppliers based on their ability to provide products as required. Criteria for selection, evaluation and re-evaluation should be established. Records of evaluation results and any necessary measures arising from the evaluation should be maintained (see 4.2.1). 7.4.2
Purchasing information
Purchasing information should describe the products to be purchased, including, where appropriate: a) Approval requirements for purchased products, procedures, processes and equipment, such as requiring suppliers to provide qualification certificates, material test reports, production licenses and product certificates, etc.; b) Requirements for personnel qualifications
|Requirements for the quality management system.
Before communicating with suppliers, indoor museums should ensure that the specified purchasing requirements are sufficient and appropriate. 7.4.3 Verification of purchased products
Indoor museums should determine and implement inspections or other necessary activities to ensure that purchased products meet the specified purchasing requirements, such as inspecting purchased materials according to acceptance standards and keeping records, and conducting process inspections and temporary controls on the services provided by suppliers. When the indoor museum or its customers intend to implement verification at the supplier's site, the indoor museum should specify the verification arrangements and product release methods to be adopted in the procurement information. 7.5 Service provision
7.5.1 Control of service provision
Indoor museums plan and provide museum services under controlled conditions. When applicable, controlled conditions should include: a) obtaining information that describes the characteristics of museum services, such as customer requirements, relevant information about exhibitions, etc.; b) when necessary, providing procedure documents, work instructions, management systems, and other related activities for each service work site.Service specifications, etc. For example, GB/T 28227.2-2011, prepare procedure documents or operating instructions for activities such as collection, protection, research, exhibition, education, and borrowing; use appropriate equipment, such as electricity, lighting, ventilation, elevator equipment, interpretation, demonstration equipment, etc.; obtain and use monitoring and measurement equipment, such as monitoring equipment, early warning equipment, etc.; d) Implement monitoring regulations and measurements, such as formulating responsibilities, frequency, methods and requirements for monitoring and measuring processes; e) Implement service release, delivery and post-delivery activities. 7.5.2 Confirmation of service provision process Indoor museums should identify and determine the service processes whose results cannot be fully monitored or measured, including service processes that directly face customers (the problems of which will only appear after the service) and emergency preparation and response processes, such as the impact of various emergencies (power outages, elevator or equipment failures, fires, thefts, public security cases, personnel injuries and illnesses, etc.) and unpredictable natural disasters (floods, earthquakes, typhoons, hurricanes, etc.) on indoor museum facilities and collections, and implement comprehensive management of crises to seize the initiative of crisis management. Indoor museums should clearly define the control requirements for how to prevent these processes in advance and how to respond quickly afterwards, and establish control procedures or emergency plans. When applicable, control requirements include: a) the rules stipulated for the review and approval of processes; b) approval of equipment and assessment of personnel qualifications: use established methods and procedures;
record requirements (see 4.2.4);
e) reconfirmation.
7.5.3 Identification and traceability
Indoor museums shall identify the various types of service or status identification in the entire process of providing their services, and use appropriate methods to manage the identification. When applicable, identification includes:
Category identification: such as collection description, handover record, collection ledger, ledger and archives of each collection, product identification, etc.
b) Facility and equipment status identification: such as various equipment operation or good condition identification, etc.
c) Personnel identification: such as clothing, badge identification, etc.
d) Safety, environment, and auxiliary identification: such as safety warning signs, publicity signs, etc.
Indoor museums shall control the unique identification of their services and keep records (see 4.2.4). 7.5.4 Customer property
Indoor museums shall protect customer property under the control of the museum or used by the museum, such as intellectual property, customer personal information and valid property. Indoor museums should identify, verify, protect and maintain customer property provided for their use or as part of museum services. If customer property is lost, lost or found to be unsuitable, the indoor museum shall report to the customer and keep records (see 1.2.1). 7.5.5 Protection of services
Indoor museums should carry out effective protection throughout the entire process of internal management, service preparation, provision of museum services at the designated location and removal of exhibitions to ensure the safety of collections, materials, facilities, information, etc. and compliance with specified requirements. Where applicable, these protections should include identification, handling, packaging, storage and protection.
For warehouses that store collections, strict management systems and inspection systems for storage, entry and exit, disposal, equipment and facility management, safety precautions, etc. should be established to meet environmental control requirements. Where applicable, this includes fire prevention, theft prevention, waterproofing, moisture prevention, dust prevention, corrosion prevention, insect prevention, rodent prevention, protection against harmful light, temperature, humidity, air quality control requirements, etc. 7.6 Control of monitoring and measuring equipment
Indoor museums should determine the monitoring and measuring equipment to be implemented, such as intrusion alarm equipment, television monitoring equipment, etc.
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