Quality management and quality system elements－Part 2: Guidelines for services
Some standard content:
National Standard of the People's Republic of China
GB/T 19004.2—1994
idt IS0 9004-2:1991
Quality management and quality system elements
Part 2:
Service Guide
Quality management and quality system elements-Parl 2:Guidelines for services1994-11-29Release
1995-06-01Issued
State Administration of Technical SupervisionRelease
1Scope
2Referenced standards
3Definition"
Characteristics of services
Characteristics of services and provision of services
Control of the nature of services and provision of services
5Quality system principles and tests
Relevant aspects of the quality system
Responsibilities
Personnel and material resources
Quality partner system...
Interaction with customers
6Key points of quality system operation| |tt||Market development process
Design process,
Service provision process
6. Analysis and improvement of service industry...
Record A (suggestive appendix)
Record B (suggestive appendix)
Appendix (suggestive appendix)
This standard can be used as an example
Quality plan requirements comparison table
Research literature
This standard adopts the international standard [S09004-21993 edition) quality management and quality system ticket Part 2, service treatment guide.
This standard GB19000ISO9000 series The specific components of the standard are different from those of the GB/T19000-ISO9000 series of standards. Appendix A, Appendix B and Appendix C of this standard are all records of the time. This standard is proposed by the China Institute of Standardization and Information Classification and Coding. This standard is under the jurisdiction of the National Technical Committee for Quality Management and Quality Assurance of Standardization. The main starting units of this standard are: China Institute of Standardization and Information Classification and Coding, Beijing Institute of Technology, Ministry of Domestic Trade, Ministry of Railways, Ministry of Transport, Ministry of Posts and Telecommunications, Civil Aviation Administration of China, National Tourism Administration. ISO (International Organization for Standardization) is an industry-wide federation composed of national standardization groups (ISOs). Formulating international standards The work of the member groups can be accepted and completed by the technical committee. If the member groups are interested in the topics determined by a technical committee, they have the right to participate in the work of the committee. The international groups that are in contact with the IS can also participate in the relevant work in an unofficial manner. In the electrotechnical standardization center, S) maintains a cooperative relationship with the International Electrotechnical Commission (IE): the draft international environmental standards approved by the committee are submitted to the member groups for voting. The official release of the international standard is ISC) 4K14·3, which is formulated by the JS0)/TC.17G international group technical committee, which guarantees the quality of the standards. 190104 is a summary of the quality management and quality management system, including the following parts: Part 1: Guidelines Part 2: Service Completion Part 3: Material Guide Part 4: Quality Improvement Measures Part 5: Quality Based Planning Part 6: Project Management Quality Assurance Guidelines, etc. Part 1 will be the candidate version of ISO 14.1987. Parts 3 to 6 are under preparation. Appendices A, B and C of this part of JCSCG4 are used as suggestive materials. Quality reduction and customer satisfaction are issues that are receiving increasing attention worldwide. This standard reflects this pursuit and aims to promote service companies to manage their various aspects in a more effective way. This standard summarizes the quality principles of service items in the GE1190001509000CBT190041S09CC4 series of standards. This series of standards believes that if the quality standards are not met, it will have an adverse impact on the project and society, and it is the responsibility of the project manager to ensure that the project fails to meet the above requirements.
In an organization, the creation and maintenance of quality depends on the quality exposition method. It is written to understand the basis for the improvement of quality. In order to obtain the desired quality, the staff at all levels must believe in the quality rules, and based on the customer experience of the service provided, the quality management system should be continuously verified and improved. The service organization should provide the following opportunities to improve the customer satisfaction of the service industry! Improve business productivity, efficiency and reduce costs! Increase market share.
To achieve these benefits, the quality system of services should also reflect the factors of the people involved in providing services, including the following measures:
Manage the social process involved in the service
Taking into account the interaction between people is a vital part of the quality of services; bZxz.net
Recognizing the important impact of the image, culture and business continuity of the organization on the perception of the leadership,
Motivating people to achieve their goals
1 Scope
National Standard of the People's Republic of China
Quality management and quality system elements-Part 2:
Guidelines for far servicesGB/T 19004.2-1994
ide 150 GB/T 19004-2:1991 provides guidance for establishing and implementing quality systems within a company: it is based on the general principles of internal quality management summarized in GB/T 19004-2:1991, and specifically provides a comprehensive overview of the quality management system for services. This standard can be applied to the development of service quality systems for new or upgraded service projects, and it can also be directly used for the implementation of existing service quality management systems. The quality system includes all processes necessary to provide effective services, from market development to service provision, and includes analysis of the services provided to customers. The concepts, principles and quality system elements described in this standard are applicable to all types of services, whether they are services of a single nature or a combination of product manufacturing and product supply. This can be represented by a continuous range, from services directly related to products to situations that hardly involve products. Figure 1 shows the concept of three types. Product Content (High)
Some Services
Educational Services
Figure 1 Service Links to Product Content
Standard 1: The equipment or facility in question may also include the services provided by the owner, such as a cashier machine or an ATM, with a significantly lower product content)
Legal Services
The concepts and principles of this standard apply to both large and small organizations. Although small service organizations do not have and do not need the complex structures required by large companies, the same principles apply, with only a difference in precaution. First, the customer is the ultimate recipient of the service external to the organization, although the customer may often be a member of the organization, especially in larger organizations, and here the customer is referred to as a member of the current process. In principle, this standard refers to external customers, but in order to fully achieve the required quality, it can also refer to internal customers. The selection of operating requirements and the degree of their application are based on four factors, such as the market for the service, the choice of organization, the nature of the service, the need for mutual selection of services. The following examples of service industries that can be used in this standard are shown in Table A for reference only. These examples include the inherent service activities specified in the product manufacturing industry.
National Technical Supervision Bureau 1994-11-29 Approved 1995-06-01 Implementation
2 Referenced Standards
GH/T19004.2—1994
This standard refers to the relevant text of the standard. When this standard is issued, all other references are valid short versions. All standards will be revised, and therefore, the parties to the agreement based on this standard will apply as much as possible to the latest version of the following standards. IEC and its members and the relevant international standards currently in force.
GB653-1992 Terminology (i084021586)
GBT13000102 Quality Management and Quality Assurance Standards—Selection and Use of Products (IS09GG0: 1287) (H/120m%1992 Quality Management and Quality Assurance System Requirements 3 Documents
Lao Nan (id: 1509004:1987)
GB/5183-S0)840 and the following definitions apply to this standard. 2 "Supply group" This term may be used to indicate "supply group" in the title. 3. Supply group The definition is not specified in the title. The source is indicated in brackets. 3. Supply group A company, association, business, enterprise or organization with its own functional management organization, whether independent, public or private, which provides products or The service organization. 4: The supplier is the service provider. 3.3 The service organization is the subcontractor in the cooperation. 3.4 The customer is the recipient of the product or service. The customer can be the final consumer, beneficiary or purchaser. Is it called business? It can be a unit of the service group. 3.5 Service # scrvice || tt || is to meet the needs of customers, the supplier and the customer's activities and the results of the supplier's internal activities, juice || tt || 2 in the connection history can be two supply south rate that customers may be promised to all related conditions 19, uniform service must be safe, in the quality of the customer's activities may be the main business of the vehicle. Health responsibility limit product performance can be used as a part of the service medical compensation. 11 shares may be with the profit of tangible products supply, 3.5 service provider 3.7 Quality Quality The sum of characteristics and features of a product or service that meets the needs of a product or service, (GB/T6583-ISO9402) 3.8 Quality management The overall quality purpose and quality management system formally established by the highest management of the organization, (GB; T 6583 [S0 8402) 3.9 Quality management The overall management functions of formulating and implementing quality management. (GBT6583--1S08402) 3.10 Quality system CB/T 19004.2—1994
The management structure, procedures, processes and resources for the implementation of the management system. (GB/T63-[SU)8104) 4 Customer service characteristics
1.1 Service characteristics The characteristics of service provision
The service requirements must be specified in accordance with the characteristics that can be observed and evaluated by the customer: the service process must also be specified based on the customer's willingness. It cannot be judged by short-term observations, but the characteristics that directly affect the service industry must be specified. Both types of characteristics must be evaluated by the service organization against the specified service or service delivery characteristics. It can be either quantifiable (measurable) or quantitative (comparable), depending on how it is evaluated and whether it is done by the service organization or by the customer. Many of the qualitative characteristics that appear in customer evaluation criteria are also the source of quality measurement for the service organization. Examples of characteristics that may be specified in the service requirements document include: - Facilities, availability, number of personnel and materials, availability, time for delivery and time for the process: "sanitation, safety, availability and confidentiality; responsiveness, quality, appearance, suitability, environmental sensitivity, degree of success, availability, accuracy, completeness, technical quality, credibility and effective communication.
4.2 Control of service and service provision characteristics
In many cases, control points for service and service provision characteristics can be achieved by controlling the process of providing the service. Therefore, continuous measurement and control of the process is essential to achieving and maintaining the required quality of service. It is not usually possible to influence the quality of services during contact with customers by means of final inspection. Customer assessment of any nonconformity is the most direct, but in some cases, corrective measures should be taken as the service is provided.
The scope of the service provision process can range from highly mechanized services (such as direct telephone services) to highly manual services (such as legal, medical or consulting services); whether the service is performed by mechanization or by detailed procedures, the more specific the process is, the more structured and detailed the quality system principles need to be used. 5 Quality system principles
5.1 Key aspects of the quality system
2 indicates that the customer is the key point in the quality system chain. It also indicates that there are appropriate management responsibilities, human and material resources, and the quality system Only when the three parts of the structure cooperate with each other can customer satisfaction be guaranteed. 5.2 Definition
5.2. Overview
GB/T19004.2--1994
Specifies, 2:
Previous page
Figure 2 Key aspects of the quality system
Management responsibility is the goal of determining the quality of service that customers enjoy. The successful implementation of this policy depends on the managers' responsibility for the development and effective operation of the quality system.
5.2.2 Quality policy
Quality policy of the business organization is the responsibility of the senior management. The management shall be responsible for and committed to the quality policy of the service organization. Management shall establish and document the following aspects of the quality policy: The level of service to be provided; The image and reputation of the service organization in terms of quality; The objectives of service quality; The measures to be taken in achieving quality objectives; The approval of all personnel responsible for the implementation of quality objectives. Management shall ensure that the quality policy is disseminated, understood, implemented and maintained. 5.2.3 Points of quality objectives To achieve the quality policy, it is necessary to confirm the objectives and documents. The key is to ensure that customer satisfaction is consistent with the company's business standards and service standards; to continuously improve services; to consider social and environmental requirements; to provide efficient services. Management should transform the main requirements into a series of quality or monthly regulations and actions, such as: to formulate appropriate quality standards, clearly define customer needs; to take preventive measures and control measures to avoid customer dissatisfaction! In response to the requirements of the service business, etc., modern quality cost is formed within the service organization to share the responsibility of quality: CE/T 190D4.2—1994
Continuously evaluate service requirements and performance to identify opportunities for improvement in service quality policies: · Prevent adverse impacts of service organizations on the social environment. 5.2.4 Quality responsibilities and authorities
To achieve quality objectives, management should also implement a system structure to effectively control, evaluate and improve service quality at all stages of service provision:
General and specific responsibilities and authorities should be clearly defined for all personnel whose activities affect service quality, including ensuring effective relationships between all service groups and external customers and suppliers at all interfaces. The responsibilities and authorities should be consistent with the means and methods necessary to achieve service quality improvement.
Senior management should be responsible for ensuring that quality system requirements are established. They should be directly responsible or appoint a supervisory representative to be responsible for ensuring that the quality system is established, reviewed and continuously innovated for improvement. Although designated responsible individuals are responsible for meeting quality requirements, it should be noted that they are not the ones who create the quality base, they are the components of the quality base system. The scope of the quality base system includes all functions and requires all personnel in the service organization to participate, assume responsibilities, and work together effectively to achieve continuous quality improvement. 5.2.5 Management Evaluation
Management shall conduct formal, periodic and independent reviews of the quality system to determine whether the quality system is continuing to be stable and effective in implementing the quality policy and achieving quality goals. Particular emphasis shall be placed on the need for improvement and the possibility of improvement. The evaluation shall also be conducted by appropriate members of management or competent, independent persons who may report directly to senior management. Management audits should be a series of organized and comprehensive evaluations that include all relevant information, including: - Service performance analysis results, and information on the overall effectiveness and efficiency of the service delivery process in meeting service requirements and customer satisfaction (S).
The effectiveness of all elements of the quality system in meeting the specified service quality goals (see 6.4.4)
- Changes caused by various circumstances such as new technology, quality concepts, market strategies, social and environmental factors. Observations, conclusions and recommendations should be presented as the results of the evaluation and assessment and submitted to management in the form of documents: so that necessary measures can be taken in the formulation of service quality improvement plans. 5.3 Human and material resources
5.3.1 Overview
Management should provide sufficient and appropriate resources for the implementation of the quality system and the achievement of quality goals. 5.3.2 Human resources
5.3.2.1. Motivation is the most important source of motivation for any team. It is particularly important for a service organization. The behavior of each member of the organization directly affects the quality of service. As a way to motivate and improve personnel, communication and continuity, managers should: 1. Select personnel based on their ability to meet the specified work standards! 2. Provide a working environment that promotes good and stable working relationships; 3. Develop the motivation of each member of the team through a coordinated, creative working method and more opportunities. 4. Ensure that they understand the tasks to be completed and achieve the goals; 5. Make all partners aware of their overall impact on the quality of service provided to customers; 6. Regularly evaluate the feedback from motivated personnel on improving service quality; 7. Implement personnel identification and development strategies; 8. Formulate planned measures to improve personnel skills. 5.3.2.2 Training and Development
GB/T19004.2—1994
The training should be based on the necessary knowledge of the quality system and provide the necessary factors for the development of the product:
First, the personnel responsible for the product should be trained, including the evaluation of the quality cost and the effectiveness of the quality system. Personnel training should not be limited to personnel related to quality management; Second, the personnel should be educated on the quality policy, objectives and customer satisfaction concepts of the product. First, the quality management should include six plans, including the evaluation of the quality cost and the effectiveness of the quality system. Personnel training should not be limited to personnel related to quality management; Third, the personnel should be educated on the quality policy, objectives and customer satisfaction concepts of the product. The education and training courses for paid staff, as well as the practical knowledge of personnel engaged in long-term teaching work, need to be determined and tested by the state. The responsible persons must receive appropriate training procedures, carry out process control, classify and analyze teaching data. Identification and classification of new problems, corrective measures and improvements, teamwork and communication methods, etc.
One needs formal qualifications, and their requirements must be carefully assessed, and appropriate assistance and incentives must be given when necessary; one needs to evaluate the continuous selection of personnel in order to assess their development needs and measures. 5.3.2.3 Internal communication
Service personnel, especially those who deal directly with customers, should have appropriate knowledge and necessary skills in communication and liaison. They should form a natural working team and cooperate appropriately with external organizations and representatives to provide timely and smooth-running services. Activities such as discussion of issues and effective communication channels can effectively enhance the understanding of people and provide an opportunity for employees to participate in collaborative problem solving.
Service organizations should establish regular internal communication to meet the characteristics of each department. The existence of an appropriate information system is a basic tool for communication and service operation. Communication methods may include: - Information exchange meetings; - Documented information:
Information technology facilities.
5.3.3 Material resources
Material resources required for the operation of the service may include: equipment and storage materials used to provide the service;
- Equipment, storage materials and storage materials required for the operation of the service;
- Transportation and information systems necessary for the operation of the service; - Facilities, instruments and computer software used for quality assessment; - Operational and technical documentation.
5.4 Quality assurance system
5.4.1 Description
The service organization shall develop, establish, implement and maintain a quality system and document it as a means of achieving the specified service quality objectives and targets. The operation of the quality assurance system shall be described in Chapter 6. The various system elements shall be organized so that appropriate control and assurance are exercised over all operational processes that affect the quality of the service. The quality system should emphasize the preventive nature of the action to avoid occurrence, and when a failure occurs, the ability to respond and correct it should not be lost.
5.4.2 Service Quality
The quality system procedures are established to define the whole service process, including the three main processes (market development, design and service provision). Figure 3 shows the three main processes in the vehicle service quality cycle. The perceived service quality is directly affected by these processes and also by the service quality feedback measures that help improve the service quality. That is:
The evaluation of the service provided by the supplier;
The evaluation of the service received by the customer;
CB/T 19004.2—1994
A quality audit is conducted to verify the accuracy and effectiveness of all requirements of the quality system. Based on the service W standard
medical service content and results
financial labor law
through the progress
supply as the standard
stock service planning and insurance exchange
medical service most
Figure 3 Service Quality Island
In the key points of the quality environment that affect each other, a quality review course should also be established. 54.3 Quality documents and records
5. 4. 3. 7 Document system All service elements, requirements and regulations that make up the quality system should be determined and documented as an integral part of the overall documentation of the organization performing the service. The corresponding quality system documents include: A) Quality manual. The quality manual should provide a description of the quality system. It is a long-term document. It should include: A) Quality policy, quality objectives; B) Quality management system structure, including responsibilities; C) Description of the quality system, all elements and regulations that are part of the quality system; D) Quality management of the organization; C) Structure and distribution of quality system documents.1. The service organization shall develop, establish, implement and maintain a quality system and document it as a means of achieving the stated service quality objectives and targets. The operation of the quality system shall be described in Chapter 6. The various system elements shall be organized so as to provide appropriate control and assurance over all operational processes affecting the quality of the service. The quality system should emphasize the preventive nature of the action to avoid occurrence, and when a failure occurs, the ability to respond and correct it should not be lost.
5.4.2 Service Quality
The quality system procedures are established to define the whole service process, including the three main processes (market development, design and service provision). Figure 3 shows the three main processes in the vehicle service quality cycle. The perceived service quality is directly affected by these processes and also by the service quality feedback measures that help improve the service quality. That is:
The evaluation of the service provided by the supplier;
The evaluation of the service received by the customer;
CB/T 19004.2—1994
A quality audit is conducted to verify the accuracy and effectiveness of all requirements of the quality system. Based on the service W standard
medical service content and results
financial labor law
through the progress
supply as the standard
stock service planning and insurance exchange
medical service most
Figure 3 Service Quality Island
In the key points of the quality environment that affect each other, a quality review course should also be established. 54.3 Quality documents and records
5. 4. 3. 7 Document system All service elements, requirements and regulations that make up the quality system should be determined and documented as an integral part of the overall documentation of the organization performing the service. The corresponding quality system documents include: A) Quality manual. The quality manual should provide a description of the quality system. It is a long-term document. It should include: A) Quality policy, quality objectives; B) Quality management system structure, including responsibilities; C) Description of the quality system, all elements and regulations that are part of the quality system; D) Quality management of the organization; C) Structure and distribution of quality system documents.1. The service organization shall develop, establish, implement and maintain a quality system and document it as a means of achieving the stated service quality objectives and targets. The operation of the quality system shall be described in Chapter 6. The various system elements shall be organized so as to provide appropriate control and assurance over all operational processes affecting the quality of the service. The quality system should emphasize the preventive nature of the action to avoid occurrence, and when a failure occurs, the ability to respond and correct it should not be lost.
5.4.2 Service Quality
The quality system procedures are established to define the whole service process, including the three main processes (market development, design and service provision). Figure 3 shows the three main processes in the vehicle service quality cycle. The perceived service quality is directly affected by these processes and also by the service quality feedback measures that help improve the service quality. That is:
The evaluation of the service provided by the supplier;
The evaluation of the service received by the customer;
CB/T 19004.2—1994
A quality audit is conducted to verify the accuracy and effectiveness of all requirements of the quality system. Based on the service W standard
medical service content and results
financial labor law
through the progress
supply as the standard
stock service planning and insurance exchange
medical service most
Figure 3 Service Quality Island
In the key points of the quality environment that affect each other, a quality review course should also be established. 54.3 Quality documents and records
5. 4. 3. 7 Document system All service elements, requirements and regulations that make up the quality system should be determined and documented as an integral part of the overall documentation of the organization performing the service. The corresponding quality system documents include: A) Quality manual. The quality manual should provide a description of the quality system. It is a long-term document. It should include: A) Quality policy, quality objectives; B) Quality management system structure, including responsibilities; C) Description of the quality system, all elements and regulations that are part of the quality system; D) Quality management of the organization; C) Structure and distribution of quality system documents.
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