Guidelines for standardization of organizations in service sector—Part 4:Standard actualize and appraise
Some standard content:
ICS 01.040.03
National Standard of the People's Republic of China
GB/T 24421.4—2009
Guidelines for standardization of organizations in service sector--Part 4: Standard actualize and appraise2009-09-30Issued
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaStandardization Administration of China
2009-11-01Implementation
Normative references
3 Implementation of standards
Evaluation of standard implementation and evaluation of standard system
GB/T 24421.4--2009
G13/T24421 Standardization of Service Industry Organizations is divided into four parts: Part 1: Basic requirements; Part 2: Standard system; Part 3: Standard writing; Part 4: Standard implementation and evaluation. This part is Part 4 of G3/T24421. This part is proposed and managed by the National Technical Committee for Service Standardization (SAC/TC264). GB/T 24421.4-2009
The main drafting units of this part are: Hebei Provincial Quality and Technical Supervision Bureau, Hebei Provincial Standardization Research Institute, Shijiazhuang Sixth Hospital. The main drafters of this part are: Guo Shuizhi, Hu Hong, Chen Yugang, Dai Shuijun, Du Yimin, Wei Shengjuan, Zheng Wei, Liu Chengyang, and Zun Lili. 1 Scope
Guidelines for Standardization of Service Industry Organizations
Part 4: Standard Implementation and Evaluation
GB/T24421.4——2009
This part of GB/T24421 gives the requirements for the implementation of standards, evaluation of standard implementation and evaluation of standard systems in service industry organizations. This part applies to the implementation of standards by service industry organizations and evaluates the implementation of standards and standard systems. 2 Normative references
The clauses in the following documents become the clauses of this part through reference in this part of GB/T24421. For any dated referenced document, all subsequent amendments (excluding errata) or revisions are not applicable to this part. However, parties to an agreement based on this part are encouraged to study whether the latest versions of these documents can be used. For any undated referenced document, the latest version shall apply to this part.
CB/T24421.1 Guidelines for Standardization of Service Industry Organizations Part 1: Basic Requirements GB/T24421.2 Guidelines for Standardization of Service Industry Organizations Part 2: Standard System GFI3/T24421.3 Guidelines for Standardization of Service Industry Organizations Part 3: Standard Writing 3 Implementation of Standards
3.1 Basic Principles
3.1.1 Systematic Principle
The implementation of service industry organization standards should adhere to the principle of systematicity, be comprehensive, and be carried out in a planned and step-by-step manner. In the process of implementing standards, attention should be paid to the coordination between related standards. All service standards should be implemented as a whole to ensure the overall effect of standard implementation. 3.1.2 Principle of Effectiveness
The implementation of service industry organization standards should adhere to the principle of effectiveness, and take ensuring safety, protecting the environment, and promoting the healthy development of service industry organizations and the entire industry as the primary goal. When implementing standards, measures should be taken according to local conditions, and practical results should be emphasized to achieve the most humanized benefits. 3.1.3 Principle of Sustainability
The implementation of service industry organization standards should adhere to the principle of sustainability. The implementation of the standard should make each link meet the requirements of the standard, and continuously improve the implementation method to improve the implementation effect.
3.2 Implementation method
Depending on the characteristics of the standard, the following implementation methods can generally be selected: a) Process method: the method of implementing the standard in the time sequence of the service process. This method can generally be used to implement the relevant standards formulated for the service process. When the process method is used to implement the standard, attention should be paid to the connection between the various stages. h) Element method: the method of implementing the standard according to the service elements. When the standard gives requirements according to the various elements of the service activities or results, the element method can be used to implement the standard. The element method should pay attention to the correlation between the elements. Note: While implementing the standard using the above methods, the method of conformity evaluation can often be used to ensure the implementation of the standard. 3.3 Implementation procedure
3.3.1 Plan
Before the implementation of the standard, a plan or program should be formulated, including the scope, method, content, steps, responsible personnel, time arrangement, requirements and goals to be achieved, etc.
GB/T 24421.4--2009
3.3.2 Preparation
3.3.2.1 Organizational preparation
A corresponding organization should be established to coordinate the implementation of the standard. For the implementation of important standards or standard systems, a leadership organization and corresponding working organization headed by the decision-making level managers of the service industry organization and participated by the heads of relevant units should be established, equipped with necessary standardization staff, to study the specific measures for the implementation of the standards, and coordinate and solve the relevant problems of the implementation of the standards; for the implementation of single, simpler standards, at least a dedicated person or department should be appointed to be responsible for the implementation of the standards. 3,3,2,2 Personnel preparation
Key positions involved in the implementation of the standards should be equipped with staff with corresponding qualifications and skills. Before the implementation of the standards, the publicity and implementation work should be carefully organized so that the relevant personnel have a correct and comprehensive understanding of the importance of implementing the standards, master the relevant contents of the standards, understand the key points and hot spots of the implementation of the standards, and conduct professional training for standards with more complex contents or higher technical content.
3.3.2.3Material preparation
Appropriate facilities and equipment, service supplies, tools, funds and environmental conditions suitable for the implementation of the standard should be equipped. 3.3.2.4Technical preparation
When implementing a new standard, when it involves the improvement of service technology, corresponding technical preparation should be carried out, and technical research and technical transformation should be carried out when necessary.
3.3.3 Implementation
The implementation of the standards should be organized according to the plan so that the requirements specified in the standards can be realized in all links of the service process and meet the following requirements:
a) The facilities, equipment, service supplies, tools and corresponding environmental conditions involved in the service activities should be confirmed by certain methods to meet the standard requirements before being put into use; service personnel should be allowed to take up their posts after being assessed and confirmed to meet the standard requirements; h) The service quality requirements and service provision requirements specified in the service standards should be converted into specific work requirements for each position and implemented;
) The standard requirements for safety, security, etc. should be implemented to specific key points and have corresponding guarantee measures. d) Effective measures should be taken to solve various problems encountered during implementation to ensure the implementation of all requirements of the standards. 3.3.4 Information Feedback and Improvement
In the process of implementing the standards, various records should be carefully kept, and the data and relevant information generated in each link should be reported to the relevant departments for reference. The relevant information shall be promptly fed back to the organization and coordination department for standard implementation so as to timely coordinate and promote the implementation of the standard. When the standard is found to be imperfect, the situation shall be fed back to the standard approval and release department in a timely manner.
3.3.5 Implementation evaluation
Carry out in accordance with the provisions of 4.1 and 4.2.
4 Standard implementation evaluation and standard system evaluation
4.1 Evaluation principles
The implementation evaluation and standard system evaluation of the standard shall adhere to the following principles: a) Objective b) the principle of scientific rigor; () the principle of comprehensiveness and accuracy, 4.2 Standard Implementation Evaluation 4.2.1 Evaluation Preparation 4.2.1.1 Organizational Preparation A standard implementation evaluation working group should be established, and its responsibilities and powers should be clearly defined. The number of members of the evaluation working group should be determined according to the complexity of the evaluation work. 4.2.1.2 Personnel Preparation GB/T 24421.4—2009
Evaluators should have the corresponding standardization knowledge and corresponding professional knowledge, be familiar with the standards and the relevant requirements for implementation, and be able to skillfully use the evaluation methods.
4.2.1.3 Material preparation
Necessary measuring equipment, tools, test supplies, and evaluation record sheets should be prepared. 4.2.1.4 Determine the evaluation plan
Before evaluating the implementation of the standard, a thorough evaluation plan should be formulated to ensure the accuracy of the evaluation results. The evaluation plan should include the following:
8) Give the overall arrangement of the evaluation work:
b) Determine the evaluation method. For standards with a wide range of coverage and complex content, sampling can be used,The selected indicators or items should reflect the overall situation of the implementation of the standard. For standards with simple or more important contents, the method of item-by-item inspection should be adopted. The individual items can be evaluated by measurement, process reproduction or inspection through the traces of standard implementation (including various records, reports, etc.).
c) Establish an evaluation indicator system. The indicator system should be able to reflect the requirements of the standard as much as possible and accurately measure the implementation effect of the standard: reasonable sampling plans and judgment rules should be determined according to the indicator system and evaluation requirements. 4.2.2 Evaluation content
4.2.2.1 Conformity evaluation
According to the various provisions of the standard, confirm whether each link of the implementation process meets the requirements of the standard. For standard requirements with quantitative indicators in service facilities and equipment, environmental conditions, service processes and service quality, quantitative data should be obtained by measurement, testing and other methods; qualitative provisions in the standard can be measured by comparison methods and give a conclusion on whether the implementation of the standard is qualified. 4.2.2.2 Implementation effect evaluation
Evaluation should be carried out according to the indicator system, sampling plan and judgment rules that reflect the implementation effect of the standard determined by the evaluation plan. By verifying and checking the indicators in the indicator system, determine the degree of implementation effect of the standard and give corresponding conclusive opinions. 4.2.3 Evaluation report
The evaluation report should generally include the basis for evaluation, evaluation personnel, evaluation time, brief evaluation process, evaluation results of each sub-item indicator, overall conclusion, existing problems and treatment suggestions. 4.3 Standard system evaluation
4.3.1 Evaluation basis and basic conditions
4.3. 1. 1 Evaluation basis
The standard system evaluation is based on relevant standards such as GB/T24421.1, 24421.2, 24421.3 and evaluation rules and methods issued by relevant departments.
4. 3. 1. 2 Basic conditions
The service industry organization being evaluated should meet the following requirements: a) Establish a standard system that meets the service, operation and management requirements of the organization, and implement it effectively after the standard system documents are approved and issued;
Establish a special standardization management organization, equipped with full-time or part-time personnel, and clear standardization responsibilities; c) All employees should undergo professional standardization training, be familiar with the company's strengths, standards and the responsibilities and powers of their departments and positions, and master the various standard requirements implemented in their work; d) The top managers, middle-level managers, and staff of key departments and positions should be familiar with relevant national laws, regulations and rules, and master the relevant contents of the service industry organization standard system documents. 4.3.2 Organizational structure and personnel
4.3.2.1 Organizational structure of evaluation
The standard system evaluation should be completed by a corresponding evaluation organization. The evaluation organization shall consist of 3 persons who are familiar with standardization work and related business work. The evaluation tasks and responsibilities shall be clear.
4.3.2.2 Evaluation personnel
The evaluation personnel shall at least have the following conditions:
a) Familiar with the relevant national standards, policies, laws and regulations on standardization, and master the series of national standards and relevant professional knowledge of the standardization work guideline for service industry organizations;
Familiar with the industry characteristics of the evaluated organization, able to identify and foresee the problems existing in the service, operation and management process of the organization, with college degree or above and intermediate or above professional title, certain work experience, organizational management and comprehensive evaluation capabilities, and able to solve practical problems arising in the evaluation process;
Abide by laws and regulations, adhere to principles, seek truth from facts, and keep the business secrets of the evaluated organization. 4.3.3 Evaluation procedures and methods
4.3.3.1 Evaluation procedures
a) Establish an evaluation organization;
Develop an evaluation plan or program, and determine the evaluation method, indicator system and judgment rules: c) Evaluation preparation;
d) Evaluation implementation;
e) Prepare an evaluation report;
) Disposal of evaluation results
4.3.3.2 Evaluation methods
The following methods are generally used for standard system evaluation: a) Check records and reports;
h) Process verification;
c) Observation and questioning;
d) Satisfaction evaluation.
4.3.4 Evaluation content and requirements
4.3.4. 1 Evaluation of standard system documents
The evaluation of standard system documents includes the following contents: a) System integrity evaluation: Standard coverage of major business activities; b) System normativeness evaluation: Standard system framework, standard system table, standard detailed table, standard summary table and standard text; c) System coordination evaluation: Coordination between standards and relevant laws and regulations, and coordination between standards; d) System effectiveness evaluation: The situation of meeting the needs of business activities, and measures to ensure the normal operation and continuous improvement of the system. 4.3.4,2 Evaluation of standard implementation
Evaluate the implementation of each standard in the standard system, according to 4.2. 4.3.4.3 Evaluation of the implementation effect of the standard system
4.3.4.3.1 Benefit evaluation
Evaluate the service industry organizations to improve service efficiency and reduce service costs, enhance market competitiveness, and improve economic and social benefits through the establishment and implementation of the standard system. 4.3.4.3.2 Service quality evaluation
Service quality evaluation includes the following two aspects: a) Service quality characteristic evaluation: evaluate the functionality, safety, timeliness, civilization and economy of service quality. b) Satisfaction evaluation: conduct customer satisfaction evaluation by issuing questionnaires, telephone interviews or online surveys. The content of the survey should fully reflect the service quality requirements, and the scope of the survey should be as wide as possible. The satisfaction evaluation results are given by quickly performing statistical calculations on the information fed back by the survey.
5 Data analysis, processing and evaluation report
GB/T 24421.4-2009
Analyze and process the data obtained in the evaluation process, give the evaluation results of each evaluation item, summarize the evaluation results of each item, give the standard system evaluation conclusion, and issue an evaluation report. An evaluation report should generally include the following contents: Name and number of the evaluation report:
b) Time, location, and participants of the evaluation; Purpose and scope of the evaluation;
Brief process of the evaluation. Problems identified and suggestions for improvement of the evaluated organization; Evaluation conclusion.
GB/T24421.4-2009
Printed 1st issue: 2010 200021H
People's Republic of China
National Standards
Guidelines for Standardization of Service Industry Organizations
Part 4: Implementation and Evaluation of Standards
GR/T 24421.4-- 2009
Published and distributed by China Standards Press
No. 16, Sanlihebei Street, Fuxingmenwai, Beijing
Postal code: 100045
Website: spc. net. cn
Tel: 6852394668517548
Printed by China Standards Press Huangdao Printing
Distributed by Xinhua Bookstores in various places
Format: 880×12301/16
2009 October 2009, first edition
Sheet C. 75
Word count: 11 characters
October 2009, first printing
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 685335332 Implementation effect evaluation
The evaluation should be carried out according to the indicator system, sampling scheme and judgment rules that reflect the implementation effect of the standard determined in the evaluation plan. Through verification and verification of each indicator in the indicator system, the degree of implementation effect of the standard is determined, and corresponding conclusive opinions are given. 4.2.3 Evaluation report
The evaluation report should generally include the basis for evaluation, evaluation personnel, evaluation time, brief evaluation process, evaluation results of each sub-item indicator, overall conclusion, existing problems and treatment suggestions. 4.3 Standard system evaluation
4.3.1 Evaluation basis and basic conditions
4.3. 1. 1 Evaluation basis
The standard system evaluation is based on relevant standards such as GB/T24421.1, 24421.2, 24421.3 and evaluation rules and methods issued by relevant departments. wwW.bzxz.Net
4. 3. 1. 2 Basic conditions
The service industry organization being evaluated should meet the following requirements: a) Establish a standard system that meets the service, operation and management requirements of the organization, and implement it effectively after the standard system documents are approved and issued;
Establish a special standardization management organization, equipped with full-time or part-time personnel, and clear standardization responsibilities; c) All employees should undergo professional standardization training, be familiar with the company's strengths, standards and the responsibilities and powers of their departments and positions, and master the various standard requirements implemented in their work; d) The top managers, middle-level managers, and staff of key departments and positions should be familiar with relevant national laws, regulations and rules, and master the relevant contents of the service industry organization standard system documents. 4.3.2 Organizational structure and personnel
4.3.2.1 Organizational structure of evaluation
The standard system evaluation should be completed by a corresponding evaluation organization. The evaluation organization shall consist of 3 persons who are familiar with standardization work and related business work. The evaluation tasks and responsibilities shall be clear.
4.3.2.2 Evaluation personnel
The evaluation personnel shall at least have the following conditions:
a) Familiar with the relevant national standards, policies, laws and regulations on standardization, and master the series of national standards and relevant professional knowledge of the standardization work guideline for service industry organizations;
Familiar with the industry characteristics of the evaluated organization, able to identify and foresee the problems existing in the service, operation and management process of the organization, with college degree or above and intermediate or above professional title, certain work experience, organizational management and comprehensive evaluation capabilities, and able to solve practical problems arising in the evaluation process;
Abide by laws and regulations, adhere to principles, seek truth from facts, and keep the business secrets of the evaluated organization. 4.3.3 Evaluation procedures and methods
4.3.3.1 Evaluation procedures
a) Establish an evaluation organization;
Develop an evaluation plan or program, and determine the evaluation method, indicator system and judgment rules: c) Evaluation preparation;
d) Evaluation implementation;
e) Prepare an evaluation report;
) Disposal of evaluation results
4.3.3.2 Evaluation methods
The following methods are generally used for standard system evaluation: a) Check records and reports;
h) Process verification;
c) Observation and questioning;
d) Satisfaction evaluation.
4.3.4 Evaluation content and requirements
4.3.4. 1 Evaluation of standard system documents
The evaluation of standard system documents includes the following contents: a) System integrity evaluation: Standard coverage of major business activities; b) System normativeness evaluation: Standard system framework, standard system table, standard detailed table, standard summary table and standard text; c) System coordination evaluation: Coordination between standards and relevant laws and regulations, and coordination between standards; d) System effectiveness evaluation: The situation of meeting the needs of business activities, and measures to ensure the normal operation and continuous improvement of the system. 4.3.4,2 Evaluation of standard implementation
Evaluate the implementation of each standard in the standard system, according to 4.2. 4.3.4.3 Evaluation of the implementation effect of the standard system
4.3.4.3.1 Benefit evaluation
Evaluate the service industry organizations to improve service efficiency and reduce service costs, enhance market competitiveness, and improve economic and social benefits through the establishment and implementation of the standard system. 4.3.4.3.2 Service quality evaluation
Service quality evaluation includes the following two aspects: a) Service quality characteristic evaluation: evaluate the functionality, safety, timeliness, civilization and economy of service quality. b) Satisfaction evaluation: conduct customer satisfaction evaluation by issuing questionnaires, telephone interviews or online surveys. The content of the survey should fully reflect the service quality requirements, and the scope of the survey should be as wide as possible. The satisfaction evaluation results are given by quickly performing statistical calculations on the information fed back by the survey.
5 Data analysis, processing and evaluation report
GB/T 24421.4-2009
Analyze and process the data obtained in the evaluation process, give the evaluation results of each evaluation item, summarize the evaluation results of each item, give the standard system evaluation conclusion, and issue an evaluation report. An evaluation report should generally include the following contents: Name and number of the evaluation report:
b) Time, location, and participants of the evaluation; Purpose and scope of the evaluation;
Brief process of the evaluation. Problems identified and suggestions for improvement of the evaluated organization; Evaluation conclusion.
GB/T24421.4-2009
Printed 1st issue: 2010 200021H
People's Republic of China
National Standards
Guidelines for Standardization of Service Industry Organizations
Part 4: Implementation and Evaluation of Standards
GR/T 24421.4-- 2009
Published and distributed by China Standards Press
No. 16, Sanlihebei Street, Fuxingmenwai, Beijing
Postal code: 100045
Website: spc. net. cn
Tel: 6852394668517548
Printed by China Standards Press Huangdao Printing
Distributed by Xinhua Bookstores in various places
Format: 880×12301/16
2009 October 2009, first edition
Sheet C. 75
Word count: 11 characters
October 2009, first printing
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 685335332 Implementation effect evaluation
The evaluation should be carried out according to the indicator system, sampling scheme and judgment rules that reflect the implementation effect of the standard determined in the evaluation plan. Through verification and verification of each indicator in the indicator system, the degree of implementation effect of the standard is determined, and corresponding conclusive opinions are given. 4.2.3 Evaluation report
The evaluation report should generally include the basis for evaluation, evaluation personnel, evaluation time, brief evaluation process, evaluation results of each sub-item indicator, overall conclusion, existing problems and treatment suggestions. 4.3 Standard system evaluation
4.3.1 Evaluation basis and basic conditions
4.3. 1. 1 Evaluation basis
The standard system evaluation is based on relevant standards such as GB/T24421.1, 24421.2, 24421.3 and evaluation rules and methods issued by relevant departments.
4. 3. 1. 2 Basic conditions
The service industry organization being evaluated should meet the following requirements: a) Establish a standard system that meets the service, operation and management requirements of the organization, and implement it effectively after the standard system documents are approved and issued;
Establish a special standardization management organization, equipped with full-time or part-time personnel, and clear standardization responsibilities; c) All employees should undergo professional standardization training, be familiar with the company's strengths, standards and the responsibilities and powers of their departments and positions, and master the various standard requirements implemented in their work; d) The top managers, middle-level managers, and staff of key departments and positions should be familiar with relevant national laws, regulations and rules, and master the relevant contents of the service industry organization standard system documents. 4.3.2 Organizational structure and personnel
4.3.2.1 Organizational structure of evaluation
The standard system evaluation should be completed by a corresponding evaluation organization. The evaluation organization shall consist of 3 persons who are familiar with standardization work and related business work. The evaluation tasks and responsibilities shall be clear.
4.3.2.2 Evaluation personnel
The evaluation personnel shall at least have the following conditions:
a) Familiar with the relevant national standards, policies, laws and regulations on standardization, and master the series of national standards and relevant professional knowledge of the standardization work guideline for service industry organizations;
Familiar with the industry characteristics of the evaluated organization, able to identify and foresee the problems existing in the service, operation and management process of the organization, with college degree or above and intermediate or above professional title, certain work experience, organizational management and comprehensive evaluation capabilities, and able to solve practical problems arising in the evaluation process;
Abide by laws and regulations, adhere to principles, seek truth from facts, and keep the business secrets of the evaluated organization. 4.3.3 Evaluation procedures and methods
4.3.3.1 Evaluation procedures
a) Establish an evaluation organization;
Develop an evaluation plan or program, and determine the evaluation method, indicator system and judgment rules: c) Evaluation preparation;
d) Evaluation implementation;
e) Prepare an evaluation report;
) Disposal of evaluation results
4.3.3.2 Evaluation methods
The following methods are generally used for standard system evaluation: a) Check records and reports;
h) Process verification;
c) Observation and questioning;
d) Satisfaction evaluation.
4.3.4 Evaluation content and requirements
4.3.4. 1 Evaluation of standard system documents
The evaluation of standard system documents includes the following contents: a) System integrity evaluation: Standard coverage of major business activities; b) System normativeness evaluation: Standard system framework, standard system table, standard detailed table, standard summary table and standard text; c) System coordination evaluation: Coordination between standards and relevant laws and regulations, and coordination between standards; d) System effectiveness evaluation: The situation of meeting the needs of business activities, and measures to ensure the normal operation and continuous improvement of the system. 4.3.4,2 Evaluation of standard implementation
Evaluate the implementation of each standard in the standard system, according to 4.2. 4.3.4.3 Evaluation of the implementation effect of the standard system
4.3.4.3.1 Benefit evaluation
Evaluate the service industry organizations to improve service efficiency and reduce service costs, enhance market competitiveness, and improve economic and social benefits through the establishment and implementation of the standard system. 4.3.4.3.2 Service quality evaluation
Service quality evaluation includes the following two aspects: a) Service quality characteristic evaluation: evaluate the functionality, safety, timeliness, civilization and economy of service quality. b) Satisfaction evaluation: conduct customer satisfaction evaluation by issuing questionnaires, telephone interviews or online surveys. The content of the survey should fully reflect the service quality requirements, and the scope of the survey should be as wide as possible. The satisfaction evaluation results are given by quickly performing statistical calculations on the information fed back by the survey.
5 Data analysis, processing and evaluation report
GB/T 24421.4-2009
Analyze and process the data obtained in the evaluation process, give the evaluation results of each evaluation item, summarize the evaluation results of each item, give the standard system evaluation conclusion, and issue an evaluation report. An evaluation report should generally include the following contents: Name and number of the evaluation report:
b) Time, location, and participants of the evaluation; Purpose and scope of the evaluation;
Brief process of the evaluation. Problems identified and suggestions for improvement of the evaluated organization; Evaluation conclusion.
GB/T24421.4-2009
Printed 1st issue: 2010 200021H
People's Republic of China
National Standards
Guidelines for Standardization of Service Industry Organizations
Part 4: Implementation and Evaluation of Standards
GR/T 24421.4-- 2009
Published and distributed by China Standards Press
No. 16, Sanlihebei Street, Fuxingmenwai, Beijing
Postal code: 100045
Website: spc. net. cn
Tel: 6852394668517548
Printed by China Standards Press Huangdao Printing
Distributed by Xinhua Bookstores in various places
Format: 880×12301/16
2009 October 2009, first edition
Sheet C. 75
Word count: 11 characters
October 2009, first printing
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 685335332 Evaluators
The minimum conditions that evaluators should possess are:
a) Be familiar with the relevant national standardization guidelines, policies, laws and regulations, and master the national standards and relevant professional knowledge of the standardization work guide series of service industry organizations;
Be familiar with the industry characteristics of the organization being evaluated, be able to identify and foresee the problems existing in the service, operation and management of the organization, have a college degree or above and a professional title of intermediate level or above, have certain work experience, have organizational management and comprehensive evaluation capabilities, and be able to solve practical problems arising in the evaluation process; d
Observe laws and regulations, adhere to principles, seek truth from facts, and keep the business secrets of the organization being evaluated. 4.3.3 Evaluation procedures and methods
4.3.3.1 Evaluation procedures
a) Establish an evaluation organization;
Develop an evaluation plan or program, and determine the evaluation method, indicator system and judgment rules: c) Evaluation preparation;
d) Evaluation implementation;
e) Prepare an evaluation report;
) Disposal of evaluation results
4.3.3.2 Evaluation methods
The following methods are generally used for standard system evaluation: a) Check records and reports;
h) Process verification;
c) Observation and questioning;
d) Satisfaction evaluation.
4.3.4 Evaluation content and requirements
4.3.4. 1 Evaluation of standard system documents
The evaluation of standard system documents includes the following contents: a) System integrity evaluation: Standard coverage of major business activities; b) System normativeness evaluation: Standard system framework, standard system table, standard detailed table, standard summary table and standard text; c) System coordination evaluation: Coordination between standards and relevant laws and regulations, and coordination between standards; d) System effectiveness evaluation: The situation of meeting the needs of business activities, and measures to ensure the normal operation and continuous improvement of the system. 4.3.4,2 Evaluation of standard implementation
Evaluate the implementation of each standard in the standard system, according to 4.2. 4.3.4.3 Evaluation of the implementation effect of the standard system
4.3.4.3.1 Benefit evaluation
Evaluate the service industry organizations to improve service efficiency and reduce service costs, enhance market competitiveness, and improve economic and social benefits through the establishment and implementation of the standard system. 4.3.4.3.2 Service quality evaluation
Service quality evaluation includes the following two aspects: a) Service quality characteristic evaluation: evaluate the functionality, safety, timeliness, civilization and economy of service quality. b) Satisfaction evaluation: conduct customer satisfaction evaluation by issuing questionnaires, telephone interviews or online surveys. The content of the survey should fully reflect the service quality requirements, and the scope of the survey should be as wide as possible. The satisfaction evaluation results are given by quickly performing statistical calculations on the information fed back by the survey.
5 Data analysis, processing and evaluation report
GB/T 24421.4-2009
Analyze and process the data obtained in the evaluation process, give the evaluation results of each evaluation item, summarize the evaluation results of each item, give the standard system evaluation conclusion, and issue an evaluation report. An evaluation report should generally include the following contents: Name and number of the evaluation report:
b) Time, location, and participants of the evaluation; Purpose and scope of the evaluation;
Brief process of the evaluation. Problems identified and suggestions for improvement of the evaluated organization; Evaluation conclusion.
GB/T24421.4-2009
Printed 1st issue: 2010 200021H
People's Republic of China
National Standards
Guidelines for Standardization of Service Industry Organizations
Part 4: Implementation and Evaluation of Standards
GR/T 24421.4-- 2009
Published and distributed by China Standards Press
No. 16, Sanlihebei Street, Fuxingmenwai, Beijing
Postal code: 100045
Website: spc. net. cn
Tel: 6852394668517548
Printed by China Standards Press Huangdao Printing
Distributed by Xinhua Bookstores in various places
Format: 880×12301/16
2009 October 2009, first edition
Sheet C. 75
Word count: 11 characters
October 2009, first printing
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 685335332 Evaluators
The minimum conditions that evaluators should possess are:
a) Be familiar with the relevant national standardization guidelines, policies, laws and regulations, and master the national standards and relevant professional knowledge of the standardization work guide series of service industry organizations;
Be familiar with the industry characteristics of the organization being evaluated, be able to identify and foresee the problems existing in the service, operation and management of the organization, have a college degree or above and a professional title of intermediate level or above, have certain work experience, have organizational management and comprehensive evaluation capabilities, and be able to solve practical problems arising in the evaluation process; d
Observe laws and regulations, adhere to principles, seek truth from facts, and keep the business secrets of the organization being evaluated. 4.3.3 Evaluation procedures and methods
4.3.3.1 Evaluation procedures
a) Establish an evaluation organization;
Develop an evaluation plan or program, and determine the evaluation method, indicator system and judgment rules: c) Evaluation preparation;
d) Evaluation implementation;
e) Prepare an evaluation report;
) Disposal of evaluation results
4.3.3.2 Evaluation methods
The following methods are generally used for standard system evaluation: a) Check records and reports;
h) Process verification;
c) Observation and questioning;
d) Satisfaction evaluation.
4.3.4 Evaluation content and requirements
4.3.4. 1 Evaluation of standard system documents
The evaluation of standard system documents includes the following contents: a) System integrity evaluation: Standard coverage of major business activities; b) System normativeness evaluation: Standard system framework, standard system table, standard detailed table, standard summary table and standard text; c) System coordination evaluation: Coordination between standards and relevant laws and regulations, and coordination between standards; d) System effectiveness evaluation: The situation of meeting the needs of business activities, and measures to ensure the normal operation and continuous improvement of the system. 4.3.4,2 Evaluation of standard implementation
Evaluate the implementation of each standard in the standard system, according to 4.2. 4.3.4.3 Evaluation of the implementation effect of the standard system
4.3.4.3.1 Benefit evaluation
Evaluate the service industry organizations to improve service efficiency and reduce service costs, enhance market competitiveness, and improve economic and social benefits through the establishment and implementation of the standard system. 4.3.4.3.2 Service quality evaluation
Service quality evaluation includes the following two aspects: a) Service quality characteristic evaluation: evaluate the functionality, safety, timeliness, civilization and economy of service quality. b) Satisfaction evaluation: conduct customer satisfaction evaluation by issuing questionnaires, telephone interviews or online surveys. The content of the survey should fully reflect the service quality requirements, and the scope of the survey should be as wide as possible. The satisfaction evaluation results are given by quickly performing statistical calculations on the information fed back by the survey.
5 Data analysis, processing and evaluation report
GB/T 24421.4-2009
Analyze and process the data obtained in the evaluation process, give the evaluation results of each evaluation item, summarize the evaluation results of each item, give the standard system evaluation conclusion, and issue an evaluation report. An evaluation report should generally include the following contents: Name and number of the evaluation report:
b) Time, location, and participants of the evaluation; Purpose and scope of the evaluation;
Brief process of the evaluation. Problems identified and suggestions for improvement of the evaluated organization; Evaluation conclusion.
GB/T24421.4-2009
Printed 1st issue: 2010 200021H
People's Republic of China
National Standards
Guidelines for Standardization of Service Industry Organizations
Part 4: Implementation and Evaluation of Standards
GR/T 24421.4-- 2009
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2009 October 2009, first edition
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October 2009, first printing
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Word count: 11 characters
First printing in October 2009
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 6853353375
Word count: 11 characters
First printing in October 2009
Book number: 155066: 1-38865
If there is any printing error
Price: 16.00 yuan
Replaced by our publishing center
Copyright reserved
Infringements must be investigated
Report phone: (010) 68533533
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