Guidelines for standardization of organizations in service sector—Part 2:Standard system
Some standard content:
ICS 01. 040.03
National Standard of the People's Republic of China
GB/T 24421.22009
Guidelines for standardization of organizations in service sectorPart 2: Standard system
Issued on September 30, 2009
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaStandardization Administration of the People's Republic of China
Implemented on November 1, 2009
GB/T 24421.2—2009
Normative references
Terms and definitions
Overall structure and requirements of the standard system
General basic service standard system
Service guarantee standard system
Service provision standard system
GB/T24421 "Guidelines for Standardization of Service Organizations" is divided into four parts: Part 1, Basic requirements;
Part 2: Standardization promotion system;
Part 3: Standard writing;
Part 4: Standard implementation and evaluation.
This part is Part 2 of GB/T24421
This part is proposed and managed by the National Technical Committee for Service Standardization (SAC/TC264). GB/T 24421.2—2009
The drafting units of this part are: Beijing Municipal Bureau of Quality and Technical Supervision, Beijing Institute of Quality and Technical Supervision and Standardization, Beijing Capital Agriculture Group Co., Ltd., Beijing Social Welfare Industry Association. The main drafters of this part are: Chen Yankai, Song Guojian, Song Fenghua, Liu Junjie, Liu Xuetao, Peng Jialin, Xiao Xu, Liu Chengyang, Li Li. 1 Scope
Guidelines for standardization of service industry organizations
Part 2: Standard system
GB/T 24421.2—2009
This part of GB/T24421 specifies the terms and definitions, overall structure and requirements of the service industry organization standard system, as well as the composition and requirements of the service common basic standard system, service guarantee standard system, and service provision standard system. This part applies to the establishment and management of the service industry organization standard system. 2 Normative referenced documents
The clauses in the following documents become the clauses of this part through reference in this part. For any referenced document with an H date, all subsequent amendments (excluding errata) or revisions are not applicable to this part. However, parties to an agreement based on this part are encouraged to study whether it is possible to The latest versions of these documents shall apply. For any referenced document without a date, the latest version shall apply to this part. GB/T1 (all parts) Guidelines for standardization work GB2891 Guidelines for safety signs and their use
GB/T10001 (all parts) Graphic symbols for common information for signs G13/T13016 Principles and requirements for the compilation of standard system tables GB/T13017 Guidelines for the compilation of enterprise standard system tables GB/T20000 (all parts) Guidelines for standardization work GB/T20001 (all parts) Rules for the compilation of standards 3 Terms and definitions
The following terms and definitions apply to this part of GB/T24421. 3.1
Service general and basic standard is a normative document that is widely used in service industry organizations and has broad guiding significance. Note: Service general and basic standards serve as the basis for the formulation and implementation of other standards and are not limited by factors such as the industry type, operation mode, and technical level of service industry organizations.
Service guarantee standard is a normative document formulated to support the effective provision of services. 3.3
Service provision standard is a normative document that regulates the direct or indirect contact process between suppliers and customers to meet the needs of customers. 4 Overall structure and requirements of the standard system
4. 1 Overall structure of the standard system
The standard system of service industry organizations consists of three major systems: the service general basic standard system, the service guarantee standard system, and the service provision standard system. The service general basic standard system is the basis of the service guarantee standard system and the service provision standard system. The service guarantee standard system is the direct support of the service provision standard system, and the service provision standard system promotes the improvement of the service guarantee standard system. This standard system is the basis and integration of other systems of service industry organizations, such as the quality management system and the environmental management system. Service industry organizations should study and establish a coordinated, scientific and reasonable standard system based on their own characteristics, and operate it effectively. The relationship between the systems is shown in Figure 1. General basic service standard system
Service guarantee standard system
Service provision standard system
Figure 1 Standard system relationship diagram
4.2 General requirements
4.2.1 Standards within the standard system should comply with relevant national laws and regulations. 4.2.2 Standards within the standard promotion system should give priority to national standards, industry standards and local standards. 4.2.3 In combination with the needs of service industry organizations, formulate standards and continuously improve the standard system. 4.2.4 Standards within the standard system should be coordinated with each other. 4.2.5 The standard system can be expanded and reduced based on this part and combined with the actual situation of service industry organizations. 4.2.6 The standards within the standard system should comply with the national requirements for the classification and compilation of service standards. 4.2.7 The compilation of standard system tables should comply with G3/T13016 and G13/T13017. 5 General basic standard system for services
5.1 Structure
The structure of the general basic standard system for services of service industry organizations is shown in Figure 2. General basic standard system for services
5.2 Standardization guidelines
Language and symbol symbols
Quantity and unit standards
Figure 2 System diagram of the general basic standard system for services
5.2.1 Relevant national standards, industry standards and local standards applicable to the standardization work of this organization and industry, such as GB/T1.GB/T20001, GB/T13016.GB/T20000, etc.
5.2.2 Standards related to standardization work formulated by service industry organizations. 5.3 Terminology and abbreviation standards
5.3.1 National standards, industry standards and local standards for terminology and abbreviations applicable to this organization and this industry. 5.3.2 Concept definitions and (or) technical meaning standards formulated by service industry organizations for internal information communication, which should include Chinese names, English names and term definitions.
5.3.3 Service industry organizations can shorten and omit long words and phrases commonly used in the organization into shorter sentences and formulate the corresponding relationship into abbreviations.
Note: Abbreviations are generally divided into Chinese abbreviations and English abbreviations. For example, "政治** is the abbreviation of the Chinese People's Political Consultative Conference and the local political consultative conferences at all levels, and \1so\ is the abbreviation of \International :ganizetionfor Siandardizatinn\. 2
5. 4 Symbols and signs standards
GB/T 24421.2-2009
5.4.1 Symbols and signs applicable to this organization and industry Relevant national standards, industry standards, local standards, such as CB/T10001, GR 2894, etc.
5.4.2 Normative documents formulated by service industry organizations on the style, color, font, structure and meaning of symbols and logos. 5.5 Numerical and data standards
5.5.1 National standards, industry standards and local standards related to numerical values and data involved in the operation and management activities of service industry organizations. 5.5.2 Standards formulated by service industry organizations for the determination and expression of various numerical values and data. 5.6 Quantity and unit standards
5.6.1 National standards related to quantities and units used in the operation and management activities of service industry organizations. 5.6.2 Standards formulated by service industry organizations for the selection and determination of quantities and units. 5.7 Measurement standards
5.7.1 National standards, industry standards and local standards related to measurement methods and measurement equipment used in the operation and management activities of service industry organizations. 5.7.2
Measurement-related standards formulated by service industry organizations include but are not limited to: a)
Technical specifications of measurement methods, basis and procedures; h)
Technical specifications for the use of measuring equipment;
Verification procedures and calibration, installation and use procedures for measuring equipment; d)
Qualification and skill requirements for personnel using measuring equipment; measurement benchmarks and standards for measurement values, and measurement and calibration time intervals; e)
Monitoring points and scope of measurement system;
Measurement records and statistical methods;
Requirements for the use of measurement marks, certificates, etc.,
6 Service guarantee standard system
6.1 Structure
The structure of the service guarantee standard system of service industry organizations is shown in Figure 3. Service guarantee standard system
6.2 Environmental standards
Figure 3 Service guarantee standard system structure diagram
The environmental conditions and environmental protection standards that service industry organizations should collect and formulate include but are not limited to: management measures that should be taken to implement the requirements of national laws, regulations and standards; a) Environmental quality, monitoring methods, and environmental protection measures standards; b) Limits and treatment standards for waste gas, waste water, waste residue and toxic and hazardous substances in business and management activities; d) Management requirements for environmental thresholds, implementation, operation and continuous improvement; Requirements for basic conditions such as temperature, humidity, light, air quality, hygiene, cleanliness, noise, site area, etc. required for the provision of contracted services; e) General environmental management standards for service industry organization premises. f)
6. 3 Energy standards
Energy consumption and energy conservation work collects and formulates standards, including but not limited to: 3
GB/T 24421.2—2009
Energy product standards, such as coal, electricity, oil, gas fuel, heat, water and other product quality standards; a) Economic operation standards for energy equipment and its systems, such as energy conversion equipment, energy supply and transmission equipment, energy consumption of energy terminal equipment; b) Quota standards and equipment economic operation specifications, etc.: Energy-saving material standards, such as technical standards for energy-saving materials and energy conduction materials; d) Energy-saving adjustment and collection standards; e) Storage and use standards for various energy management records; f) Energy measurement and energy consumption analysis standards; g) Economic operation and evaluation standards.
6.4 Safety and emergency standards
Standards collected and formulated with the purpose of protecting the lives and property of customers, including but not limited to: safety goal setting and management standards:
b) safety standards such as safety signs, alarm signals, and hazard factor classification; emergency classification standards, response plans, reporting procedures, inspection and disposal procedures; risk identification, risk assessment, and risk control management standards; d) safety management, safety protection, and other management standards; e) safety personnel deployment and safety training standards; f) facilities, equipment, and other facilities; g) safety standards; h) safety standards; i) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; j) safety standards; Equipment safety standards, such as electrical appliances, pressure vessels, boilers, elevators and other special equipment safety standards, barrier-free infrastructure standards;
Shu-type risk control and emergency work plans and handling procedures: 1)
Safety monitoring technology and evaluation, control technology standards, such as food poisoning, fire, medical accidents, etc. Monitoring. Evaluation and prevention specifications:) Implement the management measures required by national laws, regulations and standards; k) Risk control and emergency technical requirements that require customer attention; 1) Prevention, remediation and corrective measures standards; Safety and emergency information communication forms, processes and their management standards. m)
Occupational health and integrity standards
In order to eliminate and reduce occupational safety risks generated in the process of providing services, the standards collected and formulated for the health damage, safety hazards and harmful factors of employees in their occupational activities, including but not limited to: a) Air, noise, temperature and humidity limit standards in the workplace; b) Hazardous substance limit standards in the workplace; c) Labor prevention standards; d) Occupational safety risk statistical analysis standards; e) Occupational hazard prevention and corrective measures standards; Occupational safety training standards; Occupational mental illness diagnosis and management standards. 6.6 Information standards
General information standards, including but not limited to
Information terminology and abbreviation standards; b) Software and equipment standards; Storage technology and management standards; Network technology and information security.
Information application standards, including but not limited to: 6.6.2
Data element and code standards;
File format standards;
c) Business process and application standards;
Information exchange standards;
Data processing standards.
Information management standards, including but not limited to: 6.6.3
Information classification and control requirements, scope of application and effectiveness management; requirements for information issuance, collection, borrowing and destruction; bh)
Information evaluation and update approval requirements;
Recognition and retrieval of information;
Retraceability requirements for information use.
6.7 Financial management standards
GB/T 24421.2—2009
According to the requirements of laws, regulations and standards, manage, collect and formulate standards for cost accounting and income and expenditure in financial activities, including but not limited to
a) investment management standards, assessment and accounting of fund raising ratio, investment project assessment and management. Cost management; working capital management standards, management of current assets and current liabilities; b)
c) profit distribution management standards;
financial decision management, financial plan analysis and control, 6.8 Facilities, equipment and supplies standards
purchase standards, including but not limited to:
facilities, equipment and supplies demand assessment and procurement plan management; b)
technical requirements for facilities, equipment and supplies; e
quality inspection items and inspection methods for incoming goods acceptance; d
supplier management of facilities, equipment and supplies, approval procedures, and procurement procedures management. Storage and transportation standards include but are not limited to:
Standards for the storage and transportation methods, methods, conditions, etc. of facilities, equipment and supplies; standards for the management and inventory of facilities, equipment and supplies entering and leaving the warehouse; standards for the storage and transportation management of perishable, flammable, explosive and harmful and radioactive materials; 6.8.3 Installation and commissioning standards, including but not limited to: technical conditions for installation acceptance, provisions for technical requirements and methods for trial operation after installation is completed;
Acceptance procedures, sampling and test methods;
Installation and delivery management requirements.
Use and maintenance standards include but are not limited to: 6.8.4
Operation and operation requirements of facilities and equipment in use; technical requirements for maintenance of facilities and equipment: requirements for maintenance management of facilities and equipment, including maintenance plans, daily management, white inspections and patrol inspection management of facilities and equipment. Decommissioning, transformation and scrapping standards, including but not limited to: 6.8.5
Facility and equipment failure evaluation standards;
Equipment and facility decommissioning and transformation management requirements: Equipment and facility scrapping evaluation and disposal management. Human resources standards
Standards for staffing and management in service industry organizations, including but not limited to: a) Personnel qualification requirements;
b) Personnel employment standards:
t) Personnel education and training standards;
CB/T 24421.2—2009
d) Personnel work performance evaluation standards.
6.10 Contract management standards
Service industry organizations document or verbally agree on customer needs, reach consensus and organize the implementation of the relevant standards for the entire process, including but not limited to:
Contract classification and format requirements;
1) Contract evaluation requirements, such as demand assessment, capability assessment, economic and legal assessment; c) Authority and procedure requirements for contract signing, authorization or entrustment; d) Contract implementation management requirements.
7 Service provision standard system
7.1 Structure
The service industry standard system structure is shown in Figure 4. Service provision standard system
7.2 Service specifications
Figure 4 Service provision standard system structure diagram
In order to meet customer needs, service industry organizations stipulate characteristic requirements based on the links, types and other attributes of service items. The characteristic requirements are quantitative or qualitative. Service standards should standardize the level and requirements of services from six aspects, including functionality, safety, timeliness, comfort, economy, and civilization. Based on the general service process, the following service standards can be collected and formulated: a) Reception and service requirements; b) Service organization and implementation requirements; e) Service acceptance and settlement requirements; d) After-sales service requirements. 7.3 Service provision specifications
In the process of service realization, the standards for the requirements, methods and procedures of service provision, including but not limited to: a) the methods and means of providing services, such as the number and structure of various facilities, equipment and supplies required in the process of service provision; b) the methods and requirements for the division of service processes and links, as well as the operating specifications, work content and input and output requirements of each link; c) the communication and confirmation requirements of services,
7.4 Service quality control specifications
In the process of service provision, identify and analyze the key processes that have the most important impact on service quality, and control them; The standards collected and formulated for the organization and operation management of the service industry include but are not limited to: a) evaluation methods and control measures for service provision; b) handling standards for dissatisfaction with customer complaints, etc.; c) correction and management of unqualified services, such as analysis, identification, review and handling control methods; e) requirements and evaluation standards for preventive measures; e) management specifications for handling quality disputes; 7.5 Operation management specifications The standards collected and formulated in combination with the requirements for operation management of service industry organizations include but are not limited to: management measures to be taken to implement the requirements of national laws, regulations and standards; a) GB/T 24421.2-2009
Requirements for balancing various factors in the process of service provision, such as maximizing economic benefits and ensuring social benefits, demand and production capacity, technical level and capital scale, etc.;
Organization and management requirements for marketing, customer relationship management requirements; d)
General requirements for service resource adjustment and organization; orderly organization and deployment requirements for service personnel; configuration standards for facilities, equipment and supplies;
Requirements for various information communication and feedback channels at the work site; requirements for sorting, reorganizing, cleaning and sweeping the work site. 7.6 Service Evaluation and Improvement Standards
Evaluate the effectiveness, suitability and customer satisfaction of services, and collect feedback on services that do not achieve the expected results. The standards formulated include but are not limited to:
Basic conditions, principles and basis for evaluation; Evaluation organization and personnel;
Evaluation procedures and methods;
Evaluation content and requirements:
Inspection and verification;
Data analysis, processing and evaluation;
Improvement principles and methods;
Development and design of service products.
GB/T 24421. 2-2009
Printed on: February 21, 2010
People's Republic of China
National Standardization
Guidelines for Standardization of Service Industry Organizationswww.bzxz.net
Part 2: Standardization System
GB/T 24121. 2—2009
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