LB/T 026-2013 Guidelines for Standardization of Tourism Enterprises LB/T026-2013 |tt||Standard compression package decompression password: www.bzxz.net
This standard establishes the principles, tasks and requirements for standardization of tourism enterprises. This standard applies to standardization of tourism enterprises.

ICS03.200
Tourism Industry Standard of the People's Republic of China
LB/T026—2013
Guidelines for standardization of tourism enterprises2013-05-07Issued
National Tourism Administration of the People's Republic of China
2013-07-01Implemented
LB/T026—2013
This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed by the Supervision and Management Department of the National Tourism Administration. This standard is under the jurisdiction of the National Tourism Standardization Technical Committee (SAC/TC210). The drafting unit of this standard is Nanjing Zhibo Tourism Design Co., Ltd. The main drafters of this standard are Huang Zhenfang, Li Renzhi, Zhang Haiyan, Wang Liming, Liu Lili, and Zhang Yuan. 118
1 Scope
Guidelines for Standardization of Tourism Enterprises
This standard establishes the principles, tasks and requirements for standardization of tourism enterprises. This standard applies to standardization of tourism enterprises. 2 Normative references
LB/T026—2013
The following documents are indispensable for the application of this document. For any dated referenced document, only the dated version applies to this document. For any undated referenced document, its latest version (including all amendments) applies to this document. GB/T1.1 Guidelines for Standardization Work Part 1: Structure and Preparation of Standards LB/T023--2013 Guidelines for Tourism Enterprise Standard System LB/T027--2013 Guidelines for Implementation and Evaluation of Tourism Enterprise Standards 3 Terms and Definitions
The terms and definitions defined in IB/T023—2013 apply to this document. For ease of use, some terms and definitions in LB/T023-2013 are repeated below.
tourist enterprise
tourism enterprise
an operating entity that mainly serves tourists. Including but not limited to travel agencies, tourist hotels, tourist attractions, etc. 4 Basic principles
4.1 Scientific and feasible: scientifically formulate and implement tourism standards, in line with the enterprise's development strategy, goals and actual business management. 4.2 Characteristic innovation: reflect the characteristics of enterprise products and services, and innovate tourism enterprise standards and work mechanisms. 4.3 Focus on effectiveness: give full play to the normative and leading role of tourism standardization. Improve management level and service quality, and improve tourist satisfaction. 4.4 Overall coordination: take into account the environment, safety, hygiene and employee rights and interests, and carry out work in a comprehensive and coordinated manner. 5 Tasks
5.1 Implement relevant laws, regulations, guidelines and policies, and formulate standardization work plans and plans. 5.2 Establish and improve the standard system.
5.3 Implement national standards, industry standards and local standards. 5.4 Formulate enterprise standards.
5 Formulate feasibility implementation plans for various standards, organize implementation, and supervise and inspect the implementation of standards. 5.5
LB/T026--2013
6 Organization and personnel
6.1 Organization
6.1.1 A standardization work leading organization should be established according to product requirements to study and make decisions on major issues in standardization work. 6.1.2 A standardization work organization should be established to provide necessary working conditions, and special working groups can be established according to the needs of special standardization work. 6.1.3 Clarify the powers and responsibilities of the standardization work organization and relevant departments. 6.1.4 The enterprise organization system and business structure can be optimized and adjusted to meet the needs of enterprise development strategy and standardization work. 6.2 Personnel
6.2.1 The general person in charge of standardization work should be clearly defined at the highest level of the enterprise to lead the enterprise's standardization work. 6.2.2 The enterprise can equip special or part-time standardization workers according to product requirements. Each department should have a standardization work person in charge and clarify their responsibilities.
3 Standard internal auditors and standard trainers can be set up in the enterprise as needed. Standard internal auditors are responsible for the evaluation of standardization work. Standard trainers are responsible for standardization guidance and training within the enterprise. 6.2.4 Enterprise standardization management personnel should be familiar with and able to conscientiously implement the national standards, policies, laws and regulations. They should have the standardization knowledge and tourism professional knowledge required for engaging in tourism standardization work, be familiar with the business management and service status of the enterprise, and have certain organizational coordination skills and language expression skills. 7 System
7.1 Specify the management system for enterprise standardization work. 7.2 Establish a standardization work system suitable for the enterprise. 7.3 Specify the work requirements of each link of the enterprise's standard planning, formulation, revision, implementation, evaluation and improvement, etc., covering all types of management work and business operations of the enterprise.
7.4 Establish a reward and punishment mechanism and include the standardization work situation in the collective and individual performance appraisal. 7.5 Clarify the financial guarantee for the standardization work of tourism enterprises. Tourism enterprises with conditions can set up special funds for standardization work. 8 Information management
Clarify the staff and responsibilities of standardization information management. 8.1
8.2 Establish a standardization information collection channel. Collect domestic and foreign standardization information related to the enterprise. 8.3 Classify and organize the collected information, establish a standardization information database, and update it in a timely manner. 8.4 Pay attention to the analysis of various types of standardization information. On this basis, conduct standardization theory and practice research in combination with the actual situation of the enterprise, and put forward targeted suggestions and measures.
8.5 Record the process and results of various important standardization work of the enterprise and save them. 9 Planning and planning
Develop a complete standardization work plan.
9.2 According to the standardization work plan, formulate an annual standardization work plan and include it in the annual assessment requirements of the enterprise. 9.3 According to the enterprise standardization work, relevant scientific research project plans can be formulated. 12
10 Training and publicity
10.1 Training
10.1.1 Formulate a standardization training plan covering all employees. 10.1.2 Standardization training can be carried out in a classified and layered manner. For example, training is conducted for the decision-making level, management level and operation level respectively. 10.1.3 The content of standardization training should include: Basic standardization knowledge training:
----Related national standards, industry standards and local standards training: Enterprise standardization management system training:
--Enterprise standard implementation training:
Professional skills standardization training.
10.1.4 Have complete and specific training records (time, place, participants, training content, training materials). 10.1.5 There are test or assessment methods for training content, and they are used as important contents of comprehensive assessment of employees. LB/T026--2013
10.1.6 Trainers can be divided into internal trainers and external trainers. The enterprise standardization management system and enterprise standard training can be undertaken by internal trainers. Other related training can be undertaken by external trainers. 10.2 Publicity
10.2.1 Actively carry out publicity of standardization work within the enterprise to improve employees' awareness of standardization knowledge and related work. 10.2.2 Tourism enterprises with conditions can use social media to publicize the achievements of standardization work to improve the company's visibility and build and promote the corporate brand.
11 Implementation of national standards, industry standards and local standards for the tourism industry 11.1 The national standards and industry standards for the tourism industry should be actively implemented, and relevant local standards for the tourism industry should be implemented according to the characteristics of the location of the enterprise, the characteristics of the enterprise itself and the needs.
11.2 The implementation of national standards, industry standards and local standards for the tourism industry should be guided and managed by the tourism administrative department. 11.3 Formulate implementation plans for various national standards, industry standards and local standards for the tourism industry, conduct special training, organize standard implementation, evaluate the implementation, and continuously improve.
11.4 Clarify the main responsible units and persons for the implementation of various national standards, industry standards and local standards for the tourism industry. Multiple standards can be implemented at the same time, with division of labor and responsibility.
11.5 Tourism enterprises can reflect the requirements of relevant national standards, industry standards and local standards in various enterprise standards and incorporate them into the normalized management of enterprise standard implementation.
Enterprise standard system
12.1 Study and compile the enterprise standard system. Formulate the enterprise standard system table. Its basic requirements should comply with the provisions of 1B.T023. 12.2 The standard system should be designed according to the enterprise's policies, standards, characteristics and needs. It should be in line with its own reality and be operable, and avoid copying and applying fixed models.
12.3 After the enterprise standard system is compiled, its effective operation should be guaranteed. According to the operation effect, the standard system structure should be adjusted and the system content should be continuously improved.
LB/T026—2013
Enterprise standard compilation
13.1 Basic requirements
13.1.1. Enterprise standards should comply with and abide by the relevant national laws and regulations on safety, hygiene, quality, environment and protection of consumer rights. 13.1.2 The formulation of enterprise standards should be coordinated with relevant national standards and industry standards. The standard content and related requirements should be further refined in combination with the actual situation of the enterprise.
13.1.3 The preparation of enterprise standards shall comply with the provisions of GB/T1.113.1.4 The original normative documents of the enterprise involving management, technology and services can be converted into enterprise standards as needed13.1.5 Enterprise standards should reflect the innovation and characteristics of enterprise management and services. Build product and service brands through standardization13.1.6
The standards should have a reasonable structure, clear levels and comprehensive content. All requirements should be refined and quantified, and be operational and verifiable13.1.7
The relevant standards within the enterprise should be coordinated and consistent: terms, symbols and codes should be unified13.1.8
The text expression should be easy to understand on the basis of accuracy and prudentness, so as to facilitate the understanding and mastery of grassroots employees13.2 Scope
Enterprise standards that supplement, deepen or enhance national standards, industry standards or local standards13.2.2 Main and characteristic product standards, technical standards and service standards formulated for each link of the enterprise's various businesses and service provision. 13.2.3 Enterprise basic standards, job specifications, management standards and work standards formulated according to the standard system in the production and operation activities of the enterprise 4 Implementation of enterprise standards
14.1 The implementation of enterprise standards should be based on standardizing products and services, improving management level, improving infrastructure conditions, meeting tourists' needs and ensuring safety. bzxz.net
14.2 Clarify the responsible departments and persons for the implementation of various enterprise standards. 14.3 Formulate implementation plans for various enterprise standards, determine the implementation scope, implementation personnel and requirements. 14.4 Publicize and explain the standards to relevant personnel, and organize relevant departments to implement relevant standards in all links. 14.5 Carefully record the implementation of standards and conduct regular analysis and summary. 5 Supervision of Standard Implementation
15.1 Establish an enterprise standard implementation supervision and management mechanism. Identify the supervision department for standard implementation effect15.2 Formulate a supervision and inspection, assessment and evaluation, and reward and punishment system for standardization work15.3 Supervision of standard implementation can be carried out by combining regular inspections with irregular spot checks15.4 A combination of internal and external supervision can be adopted. Employ social supervisors to supervise and inspect the implementation of enterprise standardization through open or secret inspections.
15.5 Behaviors that do not meet the standards should be corrected and handled, and the results of the supervision and inspection of standard implementation should be linked to economic responsibility assessment or rewards and punishments.
16 Evaluation of Standard Implementation
The implementation of standards shall be evaluated in accordance with LB/T0272013. 122
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