Some standard content:
(1T1562 Service Standardization 1 Guide is divided into 3 parts: Part 1: General provisions:
Part 2 Service Standardization:
Part 3: Service Standardization Preparation Requirements and Detailed Rules The public part is G/1624 Part 1
Part Notice: Work 156:1-155 Service Standardization 1 Notes, Part 1: General Provisions 3GB/T 15624.1—2003
According to the rapid development of my country's service industry and the requirements of the General Provisions on Trade in Services after the implementation of the World Trade Organization, this time we will revise the format of G3/T1524.1—1995: Compared with G3/T15624.11995, this part has the following major changes:
The text structure of this part is extended to 8;
The terminology of this part is adjusted (see Chapter 1); the final terms and conditions are revised and added (3.1, 3.2, 1.3, 3.41); the fourth part is added;
The terms of service standardization are added (see Chapter 4); the types of service standards are added (see Policy); the basic contents of service standards are expanded; the implementation and evaluation of service standards are added (See Section 1.) This part was proposed and issued by the China Standard Research Center. The main drafting units of this part are: China Standard Research Center, General Administration of Sport of China. The main drafters of this part are: Feng Wei, Chen Wanling, etc., and it was published in 2001. The first part is 1 Scope. Guidelines for service standardization. Part 1: General principles. GB/T15624.1—2003. This part of GB/T15624 sets out the scope of service standardization. The types of service standards, the contents of service standards, and the implementation and evaluation of service standards are all applicable to the standardization work of the service industry. 2 Normative references. The clauses in the following documents are adopted by this part of B/T15624. The following are the terms and conditions of the six parts: A. For dated references, all subsequent rectification orders (excluding errata) or revisions are not applicable to this part. However, service parties that have reached an agreement based on this part are encouraged to use the latest versions of these documents. For undated references, their revised versions are applicable to this part.
GR/T19001 Quality Management System Requirements (GB/T1SUU-2UU0,idt[SOD0CI200U) 3 Terms and Definitions
The following terms and definitions apply to this part of CB/T15624 3.1
Service
The activities in the link between supply and service to meet customer needs and the results of multiple activities within the supplier. Including the activities of providing personnel and labor for a period of time. The result of the activity: the supplier supplies physical objects to the customer through the performance of services by personnel; the result of the activity of providing physical objects to the customer. For example:
Activities completed on tangible products provided to the customer (such as a car); Activities completed on intangible products provided to the customer (such as the income statement required for tax reporting); delivery of intangible products (such as information on planning and design); creating a bottle for the customer (such as building a restaurant) Note: Change the definition of 3.4.2
Service standards
Service requirements are met to ensure the usability of the standards, note that services can be compiled according to the law, such as energy, psychology, inspection, car protection, selection, communication, insurance, sex, and ease of use. GB/T 2010-23J2 Definition 2.5, 6] 3. 3
Organization
A group of people and facilities whose functions, powers and relationships are arranged, such as a company, group, firm, whole enterprise, research institute, labor agency, association or part or combination of the above organizations. 1; The organization is generally therapeutic,
These organizations can be public or private.
[GE19000--2500, definition X3.3.1]
GR/T 15G24.1-20C3
Characteristics
Distinguishing characteristics.
Note! , characteristics can be inherent in the components, 2: characteristics can be qualitative, new characteristics can be qualitative,
-, physical characteristics such as: machine recovery, 4, sensory characteristics such as: chemical or physical characteristics, limited, single range, taste, party hearing and behavior, social cost, implementation, industry point) one: punctuality, reliability, availability - "ergonomics" four: physiological characteristics - including: physical safety and high performance.
K/T193002000, definition 3.5.1
4 total ticket
4.1 meet the requirements of the service industry to establish a quality management system, implement and improve the quality management system and complete the standard, busy for the ability to meet the legal partner, legal requirements, etc., to make customers satisfied sub-sections: ||tt ||4.2 Satisfy the requirements of performance
When formulating service qualification standards, benefits compilation and other relevant standards, the industry should meet the requirements of the stock market, and should not be a complete service trade product. 4.3 Satisfy customer expectations
The service specifications and service provision specifications in the service quality standards should fully consider the needs and framework of certain customers. 5 Scope of service standardization
The service standardization methods given in this section should be used as the basis for establishing the relevant service standard system. 5.1 Wholesale, sales and accommodation, catering services
This type of service includes: wholesale and other services, agency services related to sales, as well as new distribution services (such as direct sales services, mail order sales services, e-commerce sales services), hotels, hotels, fast food products and other services in the process of advertising products. : 5.2 Transportation, postal and warehousing services This type of service includes: air transport, express, water transport, pre-transportation services, loading and unloading, distribution, warehousing, temporary and delivery services, etc. 5.3 Financial and real estate services This type of service includes: banking, securities, insurance and joint venture services, production services, material delivery services, etc. 5.4 Business, professional and technical research services This type of service includes: using professional knowledge and technical level to provide customers with case-based services, including legal services, audit and financial services, computer services, printing services, consulting services, etc. Marketing and management business, financing and asset management services, advertising services, conference and exhibition services, security services, research and development of various disciplines 5.5 Tourism, culture, entertainment and sports services This type of service includes services related to tourism (such as travel planning, tourism consultation, tourism promotion services, etc.): news and advertisement services, broadcasting, film, television and audio-visual services, the promotion and organization of cultural and artistic activities, the management and financing services of cultural and artistic venues, sports and cultural assistance services, etc. 5.6 Social services and other services This type of service includes government services, municipal facilities services, health, social security and social welfare services, education services, community services, library services, etc.; international organization services and exhibition services, 6. Types of services standards GB/T 15624.1—2003
Types of service standards·Service standards can be divided into service management standards, service quality standards, service qualification standards, service standards, service safety and hygiene standards: service environment protection standards and consumer protection standards. The above 8 types of standards can be included in a standard according to the actual situation of the target market. Each type can be used as a separate standard, or each type can be used as a separate part of a standard. 6.1 Service standards
Service standards are used to meet the application standards of various service industries or the general standards of the first-class service industry. 6.2 Service supervision standards
Service standards are used to meet the requirements of service planning! G.3 Service quality or standard
Service quality or standard is the standard for the quality characteristics of the service, the requirements of various service standards and the methods and standards formulated for the period 6.4 Service qualification standard
Service qualification standard is the evaluation and approval of the service ability provided by the service organization, 6.4.tService provision capability standard
Standard formulated for the basic conditions of service equipment, facilities, supplies, quality and other basic conditions related to the operation of the organization. 5.4.2 Professional qualification standards
Standards formulated for the professional qualities, professional behaviors, number of professional jobs, types of jobs, etc. of service practitioners. 6.5 Service facility standards
Service facilities are standards formulated for the equipment conditions and safety requirements of the service products provided by service organizations. 6.E Service safety and hygiene standards
Service safety and hygiene standards are standards formulated for the safety and hygiene requirements of the service products provided by service organizations: 6.7 Service environmental protection standards
Service environmental protection standards are standards formulated for the environmental protection requirements of the service products provided by service organizations. 6.B Consumer protection standards
Consumer protection standards are standards formulated for the requirements of service organizations to improve the service products in terms of protecting the rights of consumers.
7: Basic content of service standards
7.1 Basic content of basic service standards
Basic service standards include service standardization operation guidelines, service classification standards, service terminology standards, and user manual standards for providing consumers with service information or service restrictions, etc. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terminology
: Specification of service standardization, service standard types;
: Requirements for writing instructions for use of product packages for consumers. 7.2 Specific content of service management standards
Service management standards put forward requirements for quality policy, quality standards, quality coordination, and evaluation in the service management system.
Basic content includes:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, communication skills, credibility and price-effectiveness, etc.), the basic requirements for the types of service personnel and the types of professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisable to carry out social evaluation of service quality, service methods and service effectiveness: Social evaluation may include:
Open customer service inspection:|| tt||Use radio, television regulations and related publications to publish the service quality evaluation results: consumer organizations, quality and technical supervision departments carry out monitoring and evaluation of service quality. 3. Establish a service quality certification system
On the basis of forming complete national standards and industry standards in various service industries, it is advisable to gradually establish a service quality certification system, such as conducting quality or certification for a particular service, service qualification certification, service level certification, etc. Reference documents
EGB/19000:·2U90 Quality management system basis and terminology (IDT IS0000:2C90) GB/T 15624.1—2003
! 2"GT/20CC0,1-2002 Standardization 1. Guide to standardization Part 1: Common vocabulary for standardization and related activities (150/1EL Guide 2:I99e, Standardization and related activities (iencral vocabulary, MOD)5. Service facility standards
Service facilities are standards designed for the configuration of service products and safety requirements of service organizations. 6.E Service safety and hygiene standards
Service safety and hygiene standards are standards designed for the service products provided by service organizations to meet various safety and hygiene requirements: 6.7 Service environmental protection standards
Service environmental protection standards are standards designed for the service products provided by service organizations to meet various environmental protection requirements. 6.B Consumer protection standards
Consumer protection standards are standards designed for service organizations to improve the protection of consumer rights and interests.
7: Basic content of service standards
7.1 Basic content of basic service standards
Basic service standards include service standardization operation guidelines, service classification standards, service terminology standards, and user manual standards for providing consumers with service information or service restrictions, etc. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terminology
: Specification of service standardization, service standard types;
: Requirements for writing instructions for use of product packages for consumers. 7.2 Specific content of service management standards
Service management standards put forward requirements for quality policy, quality standards, quality coordination, and evaluation in the service management system.
Basic content includes:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, communication skills, credibility and price-effectiveness, etc.), the basic requirements for the types of service personnel and the types of professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisable to carry out social evaluation of service quality, service methods and service effectiveness: Social evaluation may include:
Open customer service inspection:|| tt||Use radio, television regulations and related publications to publish the service quality evaluation results: consumer organizations, quality and technical supervision departments carry out monitoring and evaluation of service quality. 3. Establish a service quality certification system
On the basis of forming complete national standards and industry standards in various service industries, it is advisable to gradually establish a service quality certification system, such as conducting quality or certification for a particular service, service qualification certification, service level certification, etc. Reference documents
EGB/19000:·2U90 Quality management system basis and terminology (IDT IS0000:2C90) GB/T 15624.1—2003
! 2"GT/20CC0,1-2002 Standardization 1. Guide to standardization Part 1: Common vocabulary for standardization and related activities (150/1EL Guide 2:I99e, Standardization and related activities (iencral vocabulary, MOD)5. Service facility standards
Service facilities are standards designed for the configuration of service products and safety requirements of service organizations. 6.E Service safety and hygiene standards
Service safety and hygiene standards are standards designed for the service products provided by service organizations to meet various safety and hygiene requirements: 6.7 Service environmental protection standards
Service environmental protection standards are standards designed for the service products provided by service organizations to meet various environmental protection requirements. 6.B Consumer protection standards
Consumer protection standards are standards designed for service organizations to improve the protection of consumer rights and interests.
7: Basic content of service standards
7.1 Basic content of basic service standards
Basic service standards include service standardization operation guidelines, service classification standards, service terminology standards, and user manual standards for providing consumers with service information or service restrictions, etc. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terminology
: Specification of service standardization, service standard types;
: Requirements for writing instructions for use of product packages for consumers. 7.2 Specific content of service management standards
Service management standards put forward requirements for quality policy, quality standards, quality coordination, and evaluation in the service management system.
Basic content includes:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, city integrity, credit and price-effective communication ability, etc.), the types of service personnel and the basic requirements of the professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisable to carry out social evaluation of service quality, service methods and service effectiveness: Social evaluation may include:
Open customer service inspection:|| tt||Use radio, television regulations and related publications to publish the service quality evaluation results: consumer organizations, quality and technical supervision departments carry out monitoring and evaluation of service quality. 3. Establish a service quality certification system
On the basis of forming complete national standards and industry standards in various service industries, it is advisable to gradually establish a service quality certification system, such as conducting quality or certification for a particular service, service qualification certification, service level certification, etc. Reference documents
EGB/19000:·2U90 Quality management system basis and terminology (IDT IS0000:2C90) GB/T 15624.1—2003bzxZ.net
! 2"GT/20CC0,1-2002 Standardization 1. Guide to standardization Part 1: Common vocabulary for standardization and related activities (150/1EL Guide 2:I99e, Standardization and related activities (iencral vocabulary, MOD)E. Service safety and hygiene standards
Service safety and hygiene standards are designed to ensure that the service products provided by the service organization meet the requirements of various safety and hygiene requirements. 6.7 Service environmental protection standards
Service environmental protection standards are standards formulated for the service products provided by the service organization to meet their various environmental protection requirements. 6.B. Standards for protecting consumer rights and interests
Standards for protecting consumer rights and interests are formulated to ensure that the service products provided by the service organization meet the requirements of various environmental protection requirements.
7. Basic content of service standards
7.1 Basic content of basic service standards
Basic service standards include service standardization work guidelines, service classification standards, service terminology standards, and service information for consumers. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terms
: Service standardization scope, service standard type
: Service cost
: Preparation of instructions for use of product packages for consumers. 7.2 Specific contents of service management standards
Service management standards shall set up quality policy, quality standards, quality control responsibilities, and evaluation requirements in the service management system.
Basic contents are as follows:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, communication skills, credibility and price-effectiveness, etc.), the basic requirements for the types of service personnel and the types of professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisable to carry out social evaluation of service quality, service methods and service effectiveness: Social evaluation may include:
Open customer service inspection:|| tt||Use radio, television regulations and related publications to publish the service quality evaluation results: consumer organizations, quality and technical supervision departments carry out monitoring and evaluation of service quality. 3. Establish a service quality certification system
On the basis of forming complete national standards and industry standards in various service industries, it is advisable to gradually establish a service quality certification system, such as conducting quality or certification for a particular service, service qualification certification, service level certification, etc. Reference documents
EGB/19000:·2U90 Quality management system basis and terminology (IDT IS0000:2C90) GB/T 15624.1—2003
! 2"GT/20CC0,1-2002 Standardization 1. Guide to standardization Part 1: Common vocabulary for standardization and related activities (150/1EL Guide 2:I99e, Standardization and related activities (iencral vocabulary, MOD)E. Service safety and hygiene standards
Service safety and hygiene standards are designed to ensure that the service products provided by the service organization meet the requirements of various safety and hygiene requirements. 6.7 Service environmental protection standards
Service environmental protection standards are standards formulated for the service products provided by the service organization to meet their various environmental protection requirements. 6.B. Standards for protecting consumer rights and interests
Standards for protecting consumer rights and interests are formulated to ensure that the service products provided by the service organization meet the requirements of various environmental protection requirements.
7. Basic content of service standards
7.1 Basic content of basic service standards
Basic service standards include service standardization work guidelines, service classification standards, service terminology standards, and service information for consumers. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terms
: Service standardization scope, service standard type
: Service cost
: Preparation of instructions for use of product packages for consumers. 7.2 Specific contents of service management standards
Service management standards shall set up quality policy, quality standards, quality control responsibilities, and evaluation requirements in the service management system.
Basic contents are as follows:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, city integrity, credit and price-effective communication ability, etc.), the types of service personnel and the basic requirements of the professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisable to carry out social evaluation of service quality, service methods and service effectiveness: Social evaluation may include:
Open customer service inspection:|| tt||Use radio, television regulations and related publications to publish the service quality evaluation results: consumer organizations, quality and technical supervision departments carry out monitoring and evaluation of service quality. 3. Establish a service quality certification system
On the basis of forming complete national standards and industry standards in various service industries, it is advisable to gradually establish a service quality certification system, such as conducting quality or certification for a particular service, service qualification certification, service level certification, etc. Reference documents
EGB/19000:·2U90 Quality management system basis and terminology (IDT IS0000:2C90) GB/T 15624.1—2003
! 2"GT/20CC0,1-2002 Standardization 1. Guide to standardization Part 1: Common vocabulary for standardization and related activities (150/1EL Guide 2:I99e, Standardization and related activities (iencral vocabulary, MOD)1 Basic content of basic service standards
Basic service standards include service standardization operation guidelines, service classification standards, service terminology standards, and usage instructions for providing consumers with service information or service restrictions, etc. The requirements should reflect that such standards have the characteristics of general guidance in the service industry. These contents may include:
- Definition of service terminology
Scope of service standardization, types of service standards
Requirements for writing instructions for use of product packages for consumers. 7.2 Specific content of service management standards
Service management standards put forward requirements for quality policy, quality standards, quality coordination, and evaluation in the service management system.
Basic content includes:
B/T 15624.1—2003
According to the data of service quality assurance
- The image and leadership of the service quality team in terms of quality: various items of service quality:
The measures taken in the quality standards (such as safety and health, environmental protection measures, protection of consumer rights and interests) are pursued in accordance with the standards. 4
The responsibility and authority of relevant positions, the role of all personnel in charge of the implementation of the service plan (actual responsibilities of personnel): efficiency of service provision:
- The format of the service contract text
Quality evaluation, etc.
7.3 The basic content of service quality standards
The service quality standards are divided into service specifications and service provision specifications. Their basic content is both the quality of all services that meet the requirements and the quality of the services. In order to describe the methods and techniques used in the service provision process, when standardizing service activities, it is advisable to put forward requirements for service characteristics: service standards that need to be implemented; service characteristics that can affect the service system; various service performance indicators; acceptance criteria for each service characteristic, etc. The service characteristics can be measured or qualitative (comparable). 7.3.1 Basic content of service specifications Service specifications can describe the characteristic requirements that the results of the service provision process should meet. When standardizing a service specification (such as taxi stocks), requirements can be put forward from the following aspects: comfort; convenience; safety; timeliness; |tt||Aesthetics:
Economical requirements:
Information availability;
Sanitary requirements
Environmental beautification quality requirements, etc.:
7.3.2 Basic content of service provision specifications
Service provision specifications can divide the service provision process into various work stages according to the requirements, and stipulate the contents of each work stage. It should also be noted that the contents, steps and completeness of each work stage can be determined according to the type of requirements. 7.4 Basic content of service qualification standards
Service qualification standards should include the service provision capabilities of the service organization and the professional qualifications of the service practitioners.
7.4.1 Basic content of the service provision capability qualification of the service organization The basic contents include: requirements for the venue of service operation; basic conditions and quality requirements for service equipment, materials and supplies; requirements for equipment, instruments and information systems obtained through quality evaluation; requirements for service operation supervision (including service quality management, service provision specifications, and consumer rights protection); 4.2 Basic contents of the professional qualifications of service practitioners The professional qualifications of service practitioners should comply with the provisions of relevant national industry regulations on industry qualifications. The basic contents may include: professional quality requirements for service practitioners (such as performance level, coping ability, education level, etc.); CB/I 15624,:—2003
Service facilities standards should include the behavioral requirements of service personnel (such as communication, courtesy, invitation requirements, communication skills, credibility and price-effectiveness, etc.), the basic requirements for the types of service personnel and the types of professional qualifications, etc. 7.5 Basic content of service facility standards
Service facility standards should give the basic requirements for the equipment and facilities required for service provision. Specific contents may include: - the quantity and grade of equipment and facilities for providing services; - the technical requirements for basic equipment, facilities and information (hardware and software) necessary for service management; - the technical requirements for the equipment and facilities and grade of various equipment and facilities. 7.6 Basic safety and sanitation standards for services. The basic service and sanitation standards shall comply with national laws and regulations on safety and health. Specific contents may include: - the safety and sanitation requirements for service places; - the safety and sanitation requirements for service supplies; - the safety and sanitation requirements for service facilities; - the health and health requirements for service practitioners; - the safety protection requirements for national buildings and objects; - the basic contents of service environmental protection standards; - the provisions of environmental protection laws and regulations. The basic contents include: - the emission requirements of pollutants; - the voice-controlled steps; Requirements, environmental protection requirements for items provided for services:
a natural environment protection requirement, etc. .8 The basic content of the standards for protecting consumer rights and interests The standards for protecting consumer rights and interests should comply with the provisions of national laws and regulations on protecting consumer investment interests. When formulating service regulations, organizations can recognize the rights of consumers to protect the privacy of consumers and put forward specific measures and requirements for the basic public requirements of service objects in order to protect the public interests. The rights and interests of consumers can be raised from the following aspects: the right to be informed when registering services; the right to choose samples when receiving services; the right to obtain compensation when receiving services: the right to obtain relevant knowledge and education: ... - the right to be respected when receiving services: - the right to supervise and make suggestions on the services received. GB/T 15624.12003
8 Implementation and evaluation of service standards
8.1 Establishing an internal quality management self-evaluation system in each organization After each group has a complete set of standards and documents for quality management, it is advisable to establish a self-evaluation system within the organization. The internal evaluation system of the organization should meet the relevant provisions of GB/T19001. 8.2 Establishing a social evaluation system for service quality
On the basis of implementing service standards: it is advisabl
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