GB/T 15624-2011 Guidelines for Service Standardization GB/T15624-2011 Standard compression package decompression password: www.bzxz.net
This standard specifies the scope of service standardization, the types of service standards, the formulation, implementation, evaluation and improvement of service standards. This standard is applicable to service standardization.
This standard was drafted in accordance with the rules given in GB/T1.1-2009.
This standard replaces GB/T15624.1-2003 "Guidelines for Service Standardization Part 1: General Principles".
Compared with GB/T15624.1-2003, the main changes of this standard are as follows:
———Modified the terms and definitions (see Chapter 3);
———Modified the general principles (see Chapter 4);
———Modified the scope of service standardization (see Chapter 5);
———Modified the types of service standards (see Chapter 6);
———Deleted the basic content of service standards;
———Added the formulation of service standards (see Chapter 7);
———Modified the implementation, evaluation and improvement of service standards (see Chapters 8 and 9).
This standard was proposed and managed by the National Technical Committee for Service Standardization (SAC/TC264).
The drafting unit of this standard: China National Institute of Standardization.
The main drafters of this standard: Liu Chengyang, Zeng Yi, Cao Lili, Li Han, Wang Shichuan, Zhu Yan.
The following documents are indispensable for the application of this document. For any dated referenced document, only the version with the date is applicable to this document. For any undated referenced document, the latest version (including all amendments) is applicable to this document.
GB/T1.1 Guidelines for standardization work Part 1: Structure and preparation of standards
GB/T24620 Guidelines for the formulation of service standards Considering consumer needs
GB/T28222—2011 General principles for the preparation of service standards

ICS 03.080
National Standard of the People's Republic of China
GB/T156242011
Replaces GB/T15624.T--2003
Guidelines for standardization of services
Guidelines for standardization of services Issued 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
2012-04-01 Implementation
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard replaces GB/T15624.1--2003 Guidelines for standardization of services Part 1: General principles. Compared with G13/T15624.1-2003, the main changes of this standard are as follows: the terms and definitions have been modified (Chapter 3); the general principles have been modified (see Chapter 4); the scope of service standardization has been modified (now Chapter 5); the types of service standards have been modified (see Chapter 6); the basic content of service standards has been deleted: the formulation of service standards has been added (see Chapter 1); the implementation, evaluation and improvement of service standards have been revised (see Chapters 8 and 9). This standard was proposed and managed by the National Technical Committee for Service Standardization (SAC/TC 264). The drafting unit of this standard is China Institute of Standardization and Chemical Industry. The main contributors to this standard are Liu Chengyang, Zeng Yi, Cao Lili, Li Han, Sheng Shichuan, and Zhu Yan. GB/T15624-2011
1 Scope
Guidelines for Service Standardization
GB/T 15624—2011
This standard specifies the scope of service standardization, the types of service standards, the formulation, implementation, evaluation and modification of service standards. This standard applies to service standardization work. 2 Normative references
The following documents are indispensable for the application of this document. For all referenced documents with a date, the version with the date is applicable to this document. For all referenced documents without a date, the latest version (including all amendments) is applicable to this document. GB/T1.1 Guidelines for standardization work Part 1: Structure and abbreviations of standards GB/T24620 Guidelines for the formulation of service standards Considering consumer requirements GB/T28222—2011 General principles for the preparation of service standards 3 Terms and definitions
The following terms and definitions apply to this document. 3.1
Service service
The process and results of a series of activities produced in the process of contact between service providers and customers, and the results are usually intangible. EGB/T 28222—2011, Definition 2.1]
Service industryservice industry
General term for industries engaged in service activities.
Note: The service industry mainly includes transportation, warehousing, postal and logistics industries, information services, wholesale, retail and leasing industries, accommodation and catering industries, finance, real estate, business services, scientific research and technical services, water conservancy, environment, public facilities management and public utilities, resident services, repair and maintenance services, education, training and human resources services, health, social security, social welfare and social work, culture, leisure, entertainment and tourism, public management and public safety, agriculture, forestry, animal husbandry and fishery services, etc. 3.3
Service standardsservice starnidarl
Standards that specify the requirements that services should meet to ensure their applicability. 4. Summary
4.1 Focus on customer needs
Service standardization should be customer-oriented. In the process of standardization and implementation, customers should be fully involved, especially consumer representatives, to improve customer satisfaction and protect the legitimate rights and interests of consumers. 4.2 Closely linked to industrial development
Service standardization should rely on the development of related industries, conform to the actual development of the industry, and standardize the service industry market: At the same time, it should focus on promoting independent innovation through standardization, promoting the application of advanced experience, technology and management methods in the service industry, and realizing the rapid and sound development of services. 4.3 Fully consider service characteristics
Service standardization should fully consider the characteristics of services such as intangibility, non-storage, simultaneity and initiative, innovate the methods and means of service standardization, and enhance the effectiveness of the work. 5 Scope of service standardization The scope of service standardization mainly includes service activities in the service industry, including service activities in agriculture and industry. 6 Types of service standards 6.1 Overview Service standards mainly include three types: service basic standards, service provision standards, and service evaluation standards. The content of each type of service standard should be considered when compiling C/T 28222-Service basic standards Service basic standards are used to estimate the service quality of the service; ...
Standards mainly include
service provision;
-service personnel;
-service environment;
-service facilities and equipment;
-service supplies;
-service contract;
service provision process;
-service results, etc. Www.bzxZ.net
6.4 Service evaluation standards
Service evaluation standards are standards for evaluating the effectiveness, suitability and customer satisfaction of services, and for improving services that do not achieve the expected results, and mainly include:
-customer satisfaction;
-service classification and grading;
service quality evaluation, etc.
7 Formulation of service standards
7.1 Procedure for formulating service standards
GB/T 15624—2011
The formulation of national, industry and local service standards can generally be divided into nine stages: the preliminary stage, the project establishment stage, the drafting stage, the stage of soliciting opinions, the review stage, the approval stage, the publication stage, the re-examination stage and the abolition stage. The formulation of enterprise service standards can omit some stages according to actual conditions, but it should at least include the drafting stage, the stage of soliciting opinions, the review stage, the approval stage and the re-examination stage. 7.2 Basic requirements for service standard formulation
Drafting stage
The drafting of service standards must meet the following requirements
Comply with the standards and meet the requirements of GB/1.1; take consumption as the impact and meet the requirements of GB/T24620; before in-depth investigation and
service standards should have
service standards should have
public
welfare
solicitation stage
service standards should have
public
solicitation stage
solicitation stage
my opinion!
“…· For opinions that are more controversial, extensive consultation should be conducted. 7.2.3 Review and re-examination stage
Or:
Prevent the possibility of inadvertently ensuring the scientific content of the standard
Opinions from other parties:
The review of service standards should meet the following requirements: - The market inspection of service standards should meet the requirements of national, industry and national intellectual property laws and regulations; - For market inspection of service standards, the inspection committee should at least include representatives of consumers, service organizations, research institutions, etc.;
…If the age of the standard exceeds a certain period of time, or the technology and service content included in the standard undergoes major changes, the standard should be reviewed in a timely manner. Conduct a review to determine whether the standard remains valid, is revised or abolished. 8 Implementation of service standards
8.1 Implementation methods of service standards
Service standards should choose appropriate implementation methods based on their content, the characteristics of applicable objects and other factors, mainly including: as the basis for certification and accreditation;
referenced by policies and regulations;
as a requirement for government procurement;
GB/T15624—2011
-as the basis for quality supervision and management;-adopted by agreement between suppliers and buyers;
-used voluntarily by public service organizations.
8.2 Implementation requirements of service standards
8.2.1. Implementation preparation
Before implementing the service standard, the following work should be carried out: - Formulate a work plan or program, which includes the scope, method, content, steps, responsible personnel, time arrangement, requirements to be achieved and goals of the implementation of the standard; - Establish a corresponding organizational structure to unify the implementation of the standard; - Equip with corresponding facilities and equipment, service supplies, tools, funds and environmental conditions suitable for the implementation of the standard; - Key positions involved in the implementation of the standard should be equipped with staff with corresponding qualifications and skills; - Increase publicity to the media, consumers and government departments to create an atmosphere for the implementation of the standard; - Carefully organize the publicity and implementation work so that relevant personnel have a correct and comprehensive understanding of the importance of implementing the standard, master the relevant content of the standard, understand the key points and difficulties of the implementation of the standard, and conduct professional training for standards with more complex content or higher technical requirements.
8.2.2 Implementation process
When implementing service standards, the following requirements should be met: 1. The facilities, equipment, service supplies, tools and corresponding environmental conditions involved in service activities should be confirmed to meet the standard requirements through certain methods and put into use. 2. Service personnel should be allowed to take up their posts after being confirmed to meet the standard requirements through assessment; 3. The service quality requirements and service provision requirements stipulated in the service standards should be converted into specific work requirements for each position and implemented; 4. Effective measures should be taken to solve various problems encountered during the implementation process to ensure the implementation of all requirements of the standards; 5. An information feedback mechanism should be established to discover problems in the standardization and revise and improve them. 6. Evaluation and improvement of service standardization work
9.1 Evaluation methods for service standardization work
The evaluation of service standardization work includes self-evaluation by the organization and evaluation by external organizations. 9.2 Evaluation Procedure for Service Standardization Work
The evaluation procedure for service standardization work may include: Determine the evaluation method and subject;
The evaluation subject determines the evaluation requirements and their corresponding indicators: Collect data and information of the evaluation object;
-Use relevant data and information and conduct preliminary evaluation;-Determine the evaluation results;
-Form an evaluation report:
9.3 Improvement of Service Standardization Work
GB/115624—2011
Organizations that carry out service standardization work should continuously seek improvements in the effectiveness and efficiency of service standardization. Organizations that carry out service standardization work should absorb personnel from different fields to participate in the corrective action process. When taking measures, service organizations should emphasize the effectiveness and efficiency of the process and monitor the measures to ensure that the expected goals are achieved. .
GB/T15624-2011
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Print date: May 2012 17F055
People's Republic of China
National Standards
Guide to Service Standardization
GR/T 15G24—2011
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