SB/T 10903-2012 Business Service Specification for Home Furnishing Industry SB/T10903-2012 |tt||Standard compression package decompression password: www.bzxz.net
This standard specifies the terms and definitions, general requirements, home furnishing sales, home furnishing decoration services and other aspects of the home furnishing industry. |tt||This standard applies to business services and related management activities in the home furnishing industry.
This standard was drafted in accordance with the rules given in GB/T1.1-2009.
This standard was proposed by the China General Chamber of Commerce.
This standard is under the jurisdiction of the Ministry of Commerce of the People's Republic of China.
The drafting units of this standard are: China General Chamber of Commerce Retail Supplier Professional Committee, Beijing Wuzhou Tianyu Certification Center, Beijing Wuzhou Creative Marketing Planning Co., Ltd., Renmin University of China, Beijing Easyhome Investment Holding Group Co., Ltd., Red Star Macalline Home Furnishing Group Co., Ltd., Beijing Jutailong Building Decoration Engineering Co., Ltd., Jiangsu Mido Decoration Co., Ltd., Sichuan Guodong Construction Co., Ltd., Shengxiang Group Co., Ltd., RRS Home Furnishing Service Co., Ltd., Guangdong Midea Microwave Appliance Manufacturing Co., Ltd., Jomoo Group Co., Ltd., Zhongyu Building Materials Group Co., Ltd., Del International Home Furnishing Co., Ltd., Guangdong Federal Furniture Group Co., Ltd., Boloni Home Furnishing (Beijing) Co., Ltd., Boloni Flagship Decoration Engineering (Beijing) Co., Ltd., Guangdong Xingbang Industrial Information Communication Co., Ltd. The
main drafters of this standard are: Tan Xinzheng, Yang Jinfei, Lu Chengxu, Chu Jun, Ren Cheng, Zhang Xian, Wang Zhongyi, Yang Suohong, Wang Yunlu, Wang Desong, Jie Juzhi, Luo Feifei, Zhu Zhougang, Xie Xiaojun, Zeng Tiansheng, Zhang Lixin, Zhou Shanlin, Yan Fang, Hu Yongming, and Yao Xiaohong.
The following documents are indispensable for the application of this document. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, the latest version (including all amendments) applies to this document.
GB/T27922 Product After-Sales Service Evaluation System
GB/T27925 Guidelines for Brand Evaluation and Corporate Culture Construction of Commercial Enterprises
GB50325 Code for Indoor Environmental Pollution Control of Civil Construction Engineering
GB50327 Construction Code for Residential Decoration and Renovation Engineering
SB/T10409 Standard for Customer Satisfaction Evaluation of Commercial Services Industry
SB/T10467 Code of Conduct for Fair Trade between Retailers and Suppliers

ICS 03. 080. 01
Registration number: 39277—2013
National Trade Industry Standard of the People's Republic of China SB/T10903—2012
Standard of business & service for household industry
The staadard of business & service for household industry2013-01-23Released
Ministry of Commerce of the People's Republic of China
Implementation on 2013-09-01
This standard was drafted in accordance with the rules given in GB/T 1.1—2009. This standard was proposed by the China General Chamber of Commerce. This standard is under the jurisdiction of the Ministry of Commerce of the People's Republic of China. SB/T10903--2012
The drafting units of this standard are: Retail Supplier Professional Committee of China General Chamber of Commerce, Beijing Wuzhou Tianyu Certification Center, Beijing Wuzhou Creative Marketing Planning Co., Ltd., Renmin University of China, Beijing Easyhome Investment Holding Group Co., Ltd., Hongken Macalline Home Furnishing Group Co., Ltd., Beijing Jutailong Building Decoration Engineering Co., Ltd., Jiangsu Mido Decoration Co., Ltd. Sichuan Guodong Construction Co., Ltd., Shengxiang Group Co., Ltd., HH Shun Home Furnishing Service Co., Ltd., Guangdong Midea Microwave Electric Manufacturing Co., Ltd., Jiu Group Co., Ltd., Zhongyu Building Materials Group Co., Ltd., Del International Home Furnishing Co., Ltd., Guangdong Federal Furniture Group Co., Ltd., Boloni Home Furnishing (Beijing) Co., Ltd., Boloni Flagship Decoration Engineering (Beijing) Co., Ltd., Guangdong Xingbang Industrial Information Communication Co., Ltd. The main drafters of this standard are: Tan Xinzheng, Jin Xie, Lu Chengxu, Chu Junrenjie, Zhang Xian, Wang Zhongyi, Ju Suohong, Zhu Yunlu, Zhu Desong, Xie Juzhi, Luo Feifei, Zhu Zhougang, Xie Xiaojun, Zeng Tiansheng, Zhang Lixin, Zhou Shanlin, Wen Fang, Hu Yongming, Yao Xiaohong. 1 Scope
Business Service Specification for Home Furnishing Industry
SB/T 10903—2012
This standard specifies the terms and definitions, general requirements for home furnishing sales, home furnishing decoration services, etc. for the home furnishing industry. This standard applies to the business services and related management activities of the home furnishing industry. 2 Normative References
The following documents are indispensable for the application of this document. For referenced documents with a date, only the version with the date is applicable to this document. For referenced documents without a date, the latest version (including all amendments) is applicable to this document. GB/T27922 Product after-sales service evaluation system GB/T27925 Guidelines for brand evaluation and corporate culture construction of commercial enterprises GB50325 Specification for control of environmental pollution in civil construction projects Specification for construction of residential decoration and renovation projects
GB50327
SB/T10409
Specification for customer satisfaction evaluation in commercial services Standard for fair trade behavior of retailers and suppliers SB/T 10467
3 Terms and definitions
The following terms and definitions apply to this document. 3.1
Household sales
Organization for household sales Activities that sell household products to customers and provide related services. 3.2
Household sales organization
Organization for household sales Organization that sells household products.
Includes but is not limited to the following types:
a) Production organizations that sell household goods by themselves; b) Third-party stores that provide business premises and property services to production and sales companies and home decoration and other related companies; c) Organizations that act as agents and sell products of home furnishing manufacturers; d) Organizations that provide home decoration services to customers; Organizations that provide home design services.
Home decorationhnusehrlddecaration
In order to meet the practical functions and cultural, artistic, beautiful, emotional, and style needs of residences, a series of activities such as measurement, design, selection of furniture and materials, construction, facility installation, and decoration and beautification of residences are carried out. 3.4
Household articleshousehold articles
Commodities used in daily household life such as furniture, lamps, home textiles, kitchen and bathroom facilities, supporting household appliances, and decorative artworks, as well as tiles, doors and windows, coatings, floors, wallpapers, curtains, furs, ceramics, hardware equipment, etc. used for home decoration, which are functional and meet a certain degree of aesthetic needs.
Household designhouse huld design
Planning the spatial structure, water, electricity, sound, light, and heat environment, facilities and equipment, and decorative points of indoor buildings, beautifying, rationalizing, transforming, and re-creating and perfecting the design.
Note: Including courtyard and terrace design related to interior design. 3.6
Packaged house decorationProvides customers with home decoration design solutions and household products that meet the solutions, and implements the business model of decoration engineering services, and its related activities form a complete system.
Customized home furnishingscustomizcdhouscholdarticlesHome furnishings designed, processed and manufactured according to the personalized needs of customers. 4 General requirements
4.1 Qualification conditions
4.1.1 Home furnishing sales organizations should have legal business qualifications. 4.1.2 Home furnishing sales organizations should have a fixed monthly installation, construction and maintenance team with corresponding qualifications. Plumbers and electricians involved in home decoration and renovation projects must have corresponding professional qualifications and must hold a certificate before they can take up their posts. 4.2 Customer relations
4.2.1 Establish an effective information disclosure system and customer complaint handling system. 4.2.2 Establish a customer return visit system to understand the use of goods and facilities, and solve problems on site in a timely manner. 4.2.3 A compensation system and other relevant measures should be established to protect the rights and interests of customers. 4.2.4 The establishment and operation of the customer service system shall be carried out in accordance with GB/T27922. 4.3 Social Responsibility
4.3.1 Innovation, research and development of various energy-saving materials and products, energy-saving methods and processes, energy-saving design, production of recyclable and renewable products, advocacy of energy-saving home and green home concepts.
4.3.2 Publicize energy-saving, low-carbon and environmentally friendly life concepts, and enhance the social responsibility awareness of employees and customers. 4.4 Evaluation
The organization can conduct internal training and learning according to relevant national standards, and conduct self-evaluation. 4.4.1
4.4.2 The organization can invite customers to evaluate it, or entrust a third-party organization to evaluate its business service behavior. 4.4.3 The organization's service level shall be evaluated according to GB/T27922. 4.4.4 The organization's brand and corporate culture construction level shall be evaluated according to GB/T27925. 4.4.5 The organization's customer satisfaction shall be evaluated according to SB/T10409. 2
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5 Home Furnishing Sales
5.1 Marketing Services
5.1.1 The terms used in product names, technical terms, process descriptions, etc. shall be standardized. SB/T 10903—2012
5.1.2 Provide customers with documents or promotional materials with detailed product introductions or home furnishing process descriptions at the product sales outlets, and strictly fulfill the service commitments of the promotion.
5.1.3 Marketing personnel shall accurately convey various home furnishing knowledge to customers during the sales process, and the promotion shall be realistic. 5.1.4 The products sold shall clearly indicate the product name, origin, model, specification, grade, material, price, environmental protection qualification certificate and other information. 5.1.5 When using foreign trademark products and selling imported products, the certification materials of joint venture, cooperation, pledge, approved use of importing country, origin, etc. shall be publicly announced or provided according to customer needs.
5.1.6 It is advisable to establish a traceability system for products, clearly indicate relevant information, and provide anti-counterfeiting query channels. 5.1.7 The sales contracts and annexes of goods and services provided to customers should comply with relevant national laws and regulations, with standardized content, clear organization, and accurate expression.
5.1.8 Promotional activities should comply with the requirements of relevant laws and regulations. 5.2 Quality Assurance
5.2.1 The organization should require manufacturers and sellers to establish quality assurance measures and require them to provide complete national product quality certificates and warranty certificates.
5.2.2 After being sold, household goods shall be responsible for the relevant national regulations, and the warranty items shall be guaranteed for at least one year (except for fragile and consumable items that the organization has clearly stated in advance that they are under limited warranty). If there are charges for returns and shortages due to customer reasons, they should be clearly stated in advance. 5.3 Protection of Customer Rights
5.3.1 The home furnishing sales organization should open a service hotline and clearly indicate the rights protection and complaint process at the product display location in the store. 5.3.2 Home sales organizations can provide test reports on product quality, materials, environmental protection, etc. in accordance with relevant regulations and standards. 5.3.3 Home furnishings stores should implement the advance payment system, and promptly refund or compensate customers when the products are defective or defective, and provide customers with corresponding after-sales and maintenance services after the seller leaves the store. 5.3.4 Feedback should be given to customer complaints within 24 hours. 5.3.5 Home furnishings stores should establish a security system, provide security measures, and keep surveillance videos for 15 days or more. 5.3.6 The integrity requirements for home furnishings manufacturers and sellers shall be implemented in accordance with SB/T10467. 5.4 Installation service
5.4.1 Home furnishings sales organizations should clearly state their service commitments to customers and establish comprehensive distribution, installation and after-sales service measures. 5.4.2 The installation, use and maintenance instructions and other documents provided by home furnishings manufacturers on the products should be operational. 5.4.3 For customized household products, bathroom equipment, ceramic appliances, supporting household appliances, flooring, etc., the home furnishing sales organization shall provide measurement and installation, use specifications, clarify the warranty period, and the relevant charges shall be clearly marked. 5.4.4 For goods involved in home decoration and renovation projects, installation shall be provided or customers shall be assisted in installation. 6 Home decoration services
6.1 Preliminary services
6.1.1 Pre-decoration measurement services shall be provided to customers as the basis for the decoration design plan. 3
SB/T 10903—2012
6.1.2 If the decoration plan is not adopted by the customer, the measurement and design fees may be charged according to the contract agreement. However, the fee standard shall be clearly stated to the customer before the measurement.
6.1.3 The public information of the designer shall include traceable design capabilities, integrity level, satisfaction and other aspects. 6.1.4 The home decoration design fee shall be reasonably charged according to the relevant standards. When the customer is not satisfied with the design plan, a second plan modification shall be provided free of charge. 6.1.5 Provide customers with a variety of home decoration materials to choose from, and all materials sold by the enterprise should be quoted at the actual price. 6.1.6 Explain to customers the risks of various types of decoration materials and household items and the amount of air pollution they may cause, and provide methods and tips to avoid or reduce air pollution.
6.1.7 Do not make excessive or false promises when designing a plan. 6.1.8 The design plan should ensure the safety of the building, avoid changing the original structure of the house as much as possible, and comply with the relevant national fire prevention and safety regulations. 6.1.9 Promote the use of unified and standardized home decoration contracts formulated by the Industrial and Commercial Bureau. In the absence of a unified home decoration contract, the enterprise should formulate its own contract and the relevant design plan and contract should be detailed. The budget and actual price should be quoted, and the relevant costs should be clarified. It is prohibited to use misleading and ambiguous words in the plan.
6.1.10: The budget quotation for the project contract issued by the organization should not be over-reported or under-reported in terms of project items and project numbers. If there is a situation of missing project reports, the organization shall bear the corresponding responsibility; if there is a situation of underreporting of the number of projects, if the underreported amount exceeds 8% of the contract amount, the excess amount shall be borne by the organization (except for the projects that the customer actively requests to increase). 6.1.11 The main links and processes of decoration should be detailed in the project contract or effective plan to make customers understand the consumption. 6.1.12 The possible problems during the actual installation and construction shall be clearly stated in advance, and the responsibility for modification, rework, and delayed work shall be clearly stated to reduce disputes.
6.t.13 Other service fees besides design fees shall be notified to customers in advance, and the charges shall be reasonable. 6.2 Project Management
6.2.1 Establish a project leader system. The project leader shall organize and construct scientifically, and be able to protect the rights and interests of customers, and record and supervise the project throughout the month.
6.2.2 Make clear provisions for the qualifications and service content of the project leader, designer, construction personnel, etc., and clearly state them to customers before sales to prevent construction personnel from maliciously adding items.
6.2.3 The project quality acceptance standards should be provided to the customer. After the agreed nodes of the construction process are completed, the project responsible person shall accept the project and sign the acceptance.
6.2.4 The relevant details of the construction shall be recorded (including pictures or videos) for the customer to review. 6.2.5 The designer shall provide technical support throughout the project and arrive at the site at the key links of the construction. 6.2.6 The customer has the right to ask the relevant personnel to explain various issues such as missing items, adding items, reducing items, etc., and evaluate their services. 6.2.7 The organization shall establish a judgment and accountability mechanism to facilitate customers to provide timely feedback to the company's superior judgment and accountability department, and the judgment and accountability department shall coordinate to resolve disputes.
6.2.8 The organization shall establish a project delay early warning mechanism to effectively manage the construction period. Designers and project leaders shall participate in the formulation of the construction plan.
6.2.9 The enterprise shall be responsible for all design defects, work delays, rework and other problems caused by various reasons other than customer reasons, and shall make compensation in accordance with the contract. The relevant compensation commitment shall be clearly stated before the sale. 6.3 Engineering Construction
6.3.1 Construction materials shall be delivered and inspected as agreed, and the finished products shall be well protected. 6.3.2 The quality requirements of construction shall comply with the provisions of GB50327. 6.3.3 Indoor pollution control and material acceptance of construction shall comply with the provisions of GB 50325. 6.3.4 Organizations are encouraged to actively show the construction process standards of each link to customers through videos, pictures, etc., and accept customer supervision. 6.3.5 Establish strict construction site management specifications and stack materials and facilities in an orderly manner. 4
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6.3.6 Safety warning signs should be posted in the construction area, fire extinguishing facilities must be equipped, and the original water, electricity and gas facilities should be protected to avoid damage during construction.
6.3.7 Construction personnel should be certified, uniformly dressed, and use standardized language. Smoking is strictly prohibited at the construction site. 6.3.8 Environmental protection should be carried out during the construction process, and construction time should be reasonably arranged to avoid dust, noise and other nuisances. The site should be cleaned after work every day. 6.3.9 The removal of construction waste should comply with relevant regulations. 6.3.10 Construction personnel should receive vocational skills training and service awareness training, and an effective supervision reward and punishment system should be established. 6.4 Acceptance and delivery
6.4.1 The project acceptance should be carried out in accordance with the relevant national acceptance standards and specifications and based on the contract, and the acceptance nodes, standards and other information should be clearly stated to the customer.
6.4.2 If there is a quality problem or the design requirements are not met in the home improvement project, the company shall not shirk responsibility or delay the time, and shall make compensation or rework in accordance with the construction contract.
6,4.3 When the customer needs it, the company shall cooperate with the customer to carry out indoor environmental testing services including formaldehyde, benzene, ammonia, methylbenzene, xylene, TVOC, etc. The test results shall comply with the requirements of GB50325, and the customer shall be present to supervise and sign for confirmation during the acceptance. 6.4.4 When there is a dispute over environmental quality, a qualified testing agency recognized by both parties shall be selected for testing. 6.4.5 Provide instructions and pollution control services for the project related to home facility maintenance, environmental protection and sanitation. 6.5 After-sales service
6.5.1 It is necessary to provide customers with water and electricity modification drawings, structural drawings, etc., and clearly indicate the specific warranty scope, warranty period and sequence of floors, doors and windows, ceilings, tiles, water and electricity systems, walls, supporting home appliances, kitchens and bathrooms, etc. The warranty period for the basic decoration project is 2 years, and the warranty period for the waterproofing project is 5 years. 6.5.2 When problems arise with the supporting household appliances in the overall home decoration, the home decoration company shall be responsible for coordination, handling the relevant disassembly work, and installing them for the customer after the repairs are completed:
6.5.3 Provide long-term repair and maintenance services to customers outside the warranty period, and the relevant daily charges shall be clearly marked. 5
SB/T10903—2012
References
5 Fire protection code for interior decoration design of buildings
GB 50222—1995
GI3/T20238—2006
Code for installation, acceptance and use of wooden flooring Provisions on the management of construction enterprise qualifications, Order No. 159 of the Ministry of Construction of the People's Republic of China [3]
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SB/T 10903-2012
Print date: August 23, 2013 F009
People's Republic of China Domestic Trade
Industry Standard
Household Industry Operation and Service Standard
SB/T 10903--2012
Published by China Standards Press
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