This standard specifies the service quality requirements that mobile phone maintenance enterprises should follow when providing services to consumers. This standard applies to the service quality management of mobile phone maintenance enterprises, and can also be used as a basis for evaluating the service capabilities of mobile phone maintenance enterprises. DB33/T 781-2010 Mobile Phone Maintenance Service Quality Specification DB33/T781-2010 Standard download decompression password: www.bzxz.net
This standard specifies the service quality requirements that mobile phone maintenance enterprises should follow when providing services to consumers. This standard applies to the service quality management of mobile phone maintenance enterprises, and can also be used as a basis for evaluating the service capabilities of mobile phone maintenance enterprises. This standard
was drafted in accordance with the rules given in GB1.1-2009.
This standard was proposed and managed by Zhejiang Information Technology Standardization Technical Committee.
The drafting units of this standard: Zhejiang Information Industry Quality Association, Tianyi Telecom Terminal Co., Ltd. Zhejiang Branch, Oriental Communications Co., Ltd., Shenzhen Konka Communications Technology Co., Ltd., Phone World Digital Chain Group Co., Ltd., Lenovo Mobile Communications Technology Co., Ltd. Hangzhou Branch, Zhejiang Electronic Products Inspection Institute, Hangzhou Jiajun Communications Equipment Co., Ltd., Hangzhou Kairui Communications Co., Ltd., Wenzhou Tianyi Communications Equipment Co., Ltd., Hangzhou Chuanhai Communications Technology Co., Ltd., Qingdao Haier Communications Co., Ltd., Taizhou Tianmu Communications Technology Co., Ltd.
The main drafters of this standard: Liu Jing, Zhu Changfu, Liu Shaowu, Jiang Guanhua, and Pan Zhengliang.
The following documents are indispensable for the application of this document. For any dated referenced document, only the version with the date is applicable to this document. For any undated referenced document, the latest version (including all amendments) is applicable to this document. GB/T 19001 Quality Management System Requirements

ICS03.080
Zhejiang Province
Ordinary Standard
DB33/T781—2010
Quality specification of repairing services for mobile phone
Quality specification of repairing services for mobile phone2010-03-29 Issued
Zhejiang Quality and Technical Supervision Bureau
2010-04-29 Implementation
This standard was drafted in accordance with the rules given in GB1.1-2009. This standard was proposed and managed by Zhejiang Information Technology Standardization Technical Committee. DB33/T781—2010
The drafting units of this standard are: Zhejiang Information Industry Quality Association, Zhejiang Branch of Tianyi Telecom Terminal Co., Ltd., Dongfang Communication Co., Ltd., Shenzhen Konka Communication Technology Co., Ltd., Phone World Digital Chain Group Co., Ltd., Hangzhou Branch of Lenovo Mobile Communication Technology Co., Ltd., Zhejiang Electronic Product Inspection Institute, Hangzhou Jiajun Communication Equipment Co., Ltd., Hangzhou Kairui Communication Co., Ltd., Wenzhou Tianyi Communication Equipment Co., Ltd., Hangzhou Chuanhai Communication Technology Co., Ltd., Qingdao Haier Communication Co., Ltd., Taizhou Tianmu Communication Technology Co., Ltd.
The main drafters of this standard are: Liu Jing, Zhu Changfu, Liu Shaowu, Jiang Guanhua, Pan Zhengliang. 1 Scope
Mobile Phone Repair Service Quality Specification
DB33/T781—2010
This standard specifies the service quality requirements that mobile phone repair enterprises should follow when providing services to consumers. This standard applies to the service quality management of mobile phone repair enterprises and can also be used as a basis for evaluating the service capabilities of mobile phone repair enterprises.
Normative references
The following documents are indispensable for the application of this document. For dated references, only the version with the date is applicable to this document. For undated references, the latest version (including all amendments) is applicable to this document. GB/T19001
3 Terms and definitions
Quality management system requirements
The following terms and definitions apply to this standard. 3.1
Mobile phone repair enterprise
Economic organization that provides mobile phone product repair services to consumers. According to the current system of mobile phone repair industry, it can be divided into:
Mobile phone repair service enterprises established by manufacturers themselves: b)
Professional service providers:
After-sales service outlets of operators:
Other repair service enterprises.
Mobile phone maintenance service
A general term for providing mobile phone maintenance, restorative repair and other related activities to consumers by adopting corresponding technical means and capabilities to meet their requirements for normal use of mobile phone products. 3.3
Mobile phone maintenance service quality
The degree to which mobile phone maintenance enterprises meet the specified capability requirements in mobile phone product maintenance and related services. 3.4
Product acceptance
DB33/T781—2010
The inspection and confirmation of the appearance and status of the repaired products by mobile phone maintenance enterprises when accepting them. 4 General requirements
4.1 Mobile phone maintenance enterprises are established in accordance with national laws, regulations, standards and relevant industry management regulations, and obtain business qualifications through industrial and commercial registration in accordance with the law. Maintenance personnel should hold valid professional skills qualification certificates. 4.2 Mobile phone maintenance enterprises should operate in accordance with the law, be honest and trustworthy, provide standardized services and compete fairly in their maintenance-related business activities. 4.3 Mobile phone maintenance enterprises shall fulfill the responsibilities and obligations that repairers should bear as stipulated in the "Three Guarantees Regulations". 4.4 Able to provide customers with effective solutions. 4.5 Resources and service environment suitable for services should be provided and effectively managed. Including: a) Direct and indirect service personnel required for maintenance services; b) Fixed places and ancillary facilities such as business negotiations, product repairs, and spare parts reserves; c) Equipment (hardware and software) required for maintenance services; d) Maintenance parts and software that meet product quality requirements; e) Professional skills and technology;
f) Suitable service environment;
g) Good service attitude.
4.6 A quality management system suitable for service items should be established to ensure the quality of maintenance services. 4.7 A safety management system suitable for the service environment should be established to ensure the health and safety of employees, customers and related parties. 5 Service Requirements
5.1 Service Publicity
Mobile phone maintenance enterprises should hang up the "Industrial and Commercial Business License" at the business premises. Mobile phone maintenance companies should publicize the following contents at their business premises: 5.1.2
a) Business acceptance procedures:
b) Service quality commitment:
c) Telephone number of the company and industry management complaint department: d) Calculation method of maintenance costs.
5.1.3 Mobile phone maintenance services should have a detailed list of maintenance prices and material prices, and clearly indicate the source of accessories and make good markings. 5.2 Business reception
Reception staff should wear badges and have a proper appearance. 5.2.1
5.2.2 Reception staff should be enthusiastic and speak politely when receiving customers. 5.2.3 Reception staff should be familiar with industry regulations, standards and maintenance business processes, and be able to provide consulting services to customers in a timely manner. Fault diagnosis and quotation should be open and transparent.
5.2.4 Reception staff should be responsible for product inspection, signing maintenance contracts with customers, and clarifying maintenance prices, maintenance periods, and settlement methods. 5.3 Product Inspection
Mobile phone repair services should clearly define product inspection and the responsibilities of relevant personnel, as well as the process of notification, reception and repair inspection. Mobile phone repair services should set up special pre-inspection stations (areas), be equipped with necessary testing equipment, and implement inspections in accordance with regulationsDB33/T781—2010
5.3.3Mobile phone repair service personnel should record customer statements in detail, verify the fault with the customer in person, recommend repair items, work content, parts prices, repair time and costs, remind customers to back up personal information, record the appearance of the mobile phone and other conditions and customer requirements, and ask customers to confirm and sign to ensure the transparency of fault confirmation. 5.3.4Mobile phone repair services should keep customer privacy information (contacts, text messages, pictures, videos, etc.) confidential, and shall not save it after the repair is completed.
5.4 Contract Signing
5.4.1 Mobile phone maintenance service shall determine the maintenance items according to the inspection results, and sign a maintenance contract (maintenance work order) with the customer. All the elements of the maintenance contract shall be filled in completely. For the maintenance work order, please refer to Appendix A. 5.4.2 The maintenance contract shall include the following contents: a) Names of the contractor and the entrusting party:
b) Date and place of signing:
c) Contract number:
d) Model, number and barcode of the machine sent for repair; e) Maintenance category and items;
f) Estimated maintenance cost;
g) Quality assurance period;
h) Specifications, quantity, quality and cost settlement principles of the materials provided by the contractor: i) Acceptance standards and methods;
j) Liability for breach of contract:
k) Methods for resolving contract disputes:
1) Other terms agreed by both parties.
5.4.3 If the repair process exceeds the scope of the contract, the customer should be informed in a timely manner, and the repair work can only be carried out after the customer's confirmation. 5.4.4 Mobile phone repair companies should have full-time or (part-time) personnel responsible for contract management, and establish a registration account for the signed contracts and keep them well.
5.5Maintenance
Maintenance dispatch
Mobile phone maintenance service should fill in maintenance work orders according to the maintenance items confirmed by the reception staff, and do a good job in product handover: a)
b) The maintenance work order should specify the maintenance items, work parts, completion time and precautions in detail; 5.5.2Work process
a) Maintenance personnel should wear their badges when on duty:
b) Product maintenance work orders should flow with the process, the maintenance status should be clearly marked, and each link should be signed by the responsible person; c) If a faulty mobile phone that meets the "Three Guarantees" regulations cannot be repaired in time for more than seven days due to lack of materials, a spare phone should be provided for customer use:
d) The front desk staff should track the product maintenance status and feedback the maintenance progress to the customer as needed. 5.5.3Completion inspection
a) Mobile phone maintenance service should implement completion inspection according to product inspection standards; b) After maintenance, the product should be inspected by quality inspection personnel, and the completion inspection record should be filled in and signed for confirmation. 5.6 Product Delivery
DB33/T781—2010
5.6.1Mobile phone repair services should prepare for delivery (check the appearance, count the random items), notify the customer, settle the price, and summarize all documents
5.6.2Mobile phone repair services should inform customers of the contents related to the repair, cooperate with customers to accept the mobile phone, fill in the acceptance and handover record, and the customer signs for confirmation.
5.6.3After the product is repaired, the customer should be tested in person and provided with a repair certificate; non-warranty customers have the right to take back the disassembled old parts. 5.7Price Settlement
As a requirement for corporate self-discipline, the repair price and material price list should be reported to the industry association for filing. 5.7.1
The repair price should be determined in accordance with the publicly announced material prices and charging standards. Each charge must have a voucher, and the source of the accessories should be indicated in the settlement sheet. The customer should be provided with a fee list and repair certificate with clear repair costs. 5.8 Repair
During the repair quality assurance period or the promised quality assurance period, if the mobile phone cannot be used normally due to the repair quality, the repairer shall promptly repair it free of charge and shall not deliberately delay or unreasonably refuse. 5.8.2 Mobile phone repair services should establish mobile phone repair records, conduct technical analysis of the repair items, and formulate and implement response measures.
5.9 Handling
Mobile phone repair companies should clearly define the department or personnel responsible for accepting and handling customer complaints: 5.9.1
a) For complaints about service attitude, the company should organize self-inspection and make rectifications; b) For complaints about repair quality, if the damage is caused by the repair company, the company shall be responsible for compensation, and the method and amount of compensation shall be negotiated by both parties. If the negotiation fails, it can be submitted to a third-party intermediary agency for arbitration: c) For complaints about product quality, if it is consistent with the customer's judgment, it shall be handled according to procedures. If it is inconsistent with the customer's judgment, it is recommended to submit it to a third-party intermediary agency for appraisal and arbitration:
d) For problems caused by improper use by customers, explanations and persuasion should be given to customers. 5.9.2 Mobile phone maintenance companies should stipulate the process of accepting and handling customer complaints, and make a commitment to customers on the time limit for handling. 5.9.3 Mobile phone maintenance companies should keep records of complaint handling, and regularly analyze and summarize them as a basis for improving the quality of maintenance services.
5.9.4 Mobile phone maintenance companies should properly handle conflicts with consumers while safeguarding their own rights and interests. Any quality disputes can be brought to the relevant departments or industry associations for mediation. 6 Quality management requirements
6.1 General
Mobile phone maintenance companies should follow the requirements of GB/T19001 to carry out quality management including organization, personnel, on-site accessories, instruments and equipment, documents and materials.
6.2 Organizational management
Mobile phone maintenance companies should establish organizational structures based on actual conditions, and clarify functional departments, job responsibilities and authority. 6.2.1
6.2.2Mobile phone repair companies should establish quality management rules and regulations:A repair service quality management system should be established:a
Should have methods or measures to ensure the quality of repair services;b)
Should have training management methods related to current repair content and future repair tasks;Should have a material management system:
Should have management methods for records and files:e)
Should have a clear system for informing customers of repair costs in advance;f)
Should have methods for accepting, handling and responding to customer complaints. g
6.3 Personnel Management
DB33/T781—2010
Mobile phone repair companies should clearly define the job responsibilities of personnel at all levels, and should have relevant requirements for personnel training and personnel assessment. 6.3.2
Job Responsibilities
Job responsibilities should include a clear description of the following: a)
The responsibilities of the company's head for controlling and supervising the quality of repairs: the responsibilities of the quality supervisor for controlling and supervising the quality of repairs: the responsibilities of the technical supervisor for ensuring the normal operation of the repair work; the responsibilities of the quality inspectors for ensuring the quality of repair services; the responsibilities of the front desk staff for ensuring the quality of service to customers; the responsibilities of the maintenance personnel for ensuring the quality of repair services: the responsibilities of the material management personnel for ensuring the source, quality and correct use of materials; the responsibilities of the customer complaint acceptance and processing personnel for fairly accepting and processing customer complaints. 6.3.3
Personnel training
Mobile phone maintenance companies should formulate training plans for maintenance service activities and personnel capabilities. The content of training can be on-the-job training, technical training and continuing education. 6.3.3.2 Focused training should be conducted on positions such as front desk, maintenance, and quality inspection. 6.3.3.3 Encouragement should be given to personnel who participate in training, and the validity of their qualifications should be verified regularly. 6.3.4 Personnel evaluation
Mobile phone maintenance companies should organize relevant evaluations of employees' work performance, work ability and professional quality every year. 6.4 Site management
Mobile phone maintenance companies should have relatively independent receiving, maintenance and testing sites, and each site should have a prominent sign. 6.4.2
The reception site should have a reasonable layout, with all public notices clearly hung and the environment clean. 6.4.3 The maintenance site should implement fixed-location management, with tools and materials neatly placed and clearly marked. 6.4.4 Customers' repair items and repair parts should have independent storage space. 6.4.5 The maintenance site should post job safety operating procedures and safety precautions, and the workbench for maintenance and inspection should have effective anti-static equipment
6.4.6 Hazardous chemicals used in the maintenance process or various wastes generated should be properly placed and disposed of. 6.5 Accessories management
Mobile phone maintenance companies should have legal sources of accessories and consumables that can meet product quality requirements. 6.5.1
A dedicated person should be responsible for the management of the acquisition, storage and use of maintenance accessories and consumables. The use of accessories should follow the principle of first in first out. 6.6
Instrument and equipment management
Mobile phone maintenance companies should have special maintenance tools related to maintenance business. 6.6.1
DB33/T781—2010Www.bzxZ.net
Instruments and meters related to maintenance business should be available, and the measurement should be qualified, accurate and effective. The management of instruments and equipment should establish corresponding ledgers, and a dedicated person should be responsible. Document and data management
Mobile phone repair companies should establish files for the management, technology and quality control of the entire process of items sent by customers for repair. The acquisition, storage and use of repair parts and consumables should be recorded and traceable. Detailed records of user complaint information should be established, including customer information, complaint information, handling methods and results. Relevant information files of all staff should be established. There should be confidentiality measures for written records, protection and backup methods for electronically stored records. All records and files should be kept safe and complete for at least one year.
7 Service Improvement
7.1Mobile phone repair companies should conduct internal audits and management reviews. 7.2Develop detailed rules for the assessment of the post responsibility system, and regularly organize inspections and assessments of quality goals and work completion. 7.3For problems found during the inspection, the company should take effective corrective and preventive measures to continuously improve service quality. 6
See Table A.1, Table A.2, and Table A.3 for examples of repair work orders. Appendix A
(Informative Appendix)
Maintenance Work Order Example
Table A.1Customer credentials
Acceptance and period:
Customer information:
Customer name
Communication address
Mobile phone model
Purchase date
Fault description
Mobile phone comes with:Battery port
Backup mobile phone:Used port
Mobile phone pre-inspection:
Mobile phone number
Purchase store
Charger port
Unused port
Fault description:ACannot start
JCharger damaged
QAbnormal shutdown
Personal data backup port
Backup IMEI
BCannot recognize card
No vibration
Fault phenomenon code
Estimated cost
CNo signal
LAutomatic shutdown|| tt||D Signal ticket
M Secondary repair
Other (visual inspection)
Expected pick-up date
Repair outlet
Model used
E One-way call
DB33/T781—2010
Work order number:
Contact number
System version
Warranty status
Loan time
F Display failure
6 Poor appearance
Functions listed in the manual are invalid
H Poor buttons
0 No display on the screen Wrong characters or omissions
Reception staff
1 Battery failure
Poor contact of SIM card
Please read the following agreement carefully before repair. If you agree to the following agreement and agree to hand over the phone to the customer service outlet for repair. Customer signature confirmation instructions:
1. If the mobile phone fails, the customer can enjoy the three guarantees rights with the valid invoice and three guarantees certificate. 2. If the mobile phone fails due to human factors, such as private disassembly and repair, serious drop damage, liquid ingress, corrosion, replacement of the shell, etc., it must be repaired as non-warranty. 3. After the mobile phone is confirmed as non-warranty by the maintenance personnel, there is no guarantee that the mobile phone can be completely repaired during the disassembly or repair process, or can be restored to the state before the repair when it is confirmed that it cannot be repaired. If the mobile phone cannot be repaired, the maintenance company will cancel the original quotation and return the mobile phone to the customer. If the customer has paid the quotation, the service outlet should return the collected money to the customer. 4. When sending the phone for repair, the customer must leave accurate contact information and name so that the maintenance company can contact the customer in time. Any losses caused by inaccurate or wrong information provided by the customer shall be borne by the customer. 5. Before the customer hands over the mobile phone to the maintenance company, please save the data stored in the mobile phone (including phone numbers, pictures and ringtones, etc.) separately to avoid the data in the mobile phone being lost or damaged during the inspection and maintenance process.
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