Some standard content:
ICS 03.080.01
Registration No.: 17956--2006
People's Republic of China Domestic Trade Industry Standard SB/T10401—2006
Evaluation criteria for after-sale services of goods2006-05-12 Issued
Digital anti-injury
Ministry of Commerce of the People's Republic of China
2006-10-01 Implementation
Terms and definitions
Evaluation method
Evaluation method
Evaluation management
Assessor
Assessment procedure
Appendix A (Normative Appendix)
Appendix B (Normative Appendix)
Evaluation index of after-sales service of goods of production-oriented enterprises Evaluation index of after-sales service of goods of sales service-oriented enterprises Product Partner Network htt
SB/T10401—2006
Appendix A and Appendix B of this standard are both normative appendices. This standard is proposed by the China General Chamber of Commerce. This standard is under the jurisdiction of the Ministry of Commerce of the People's Republic of China. The drafting unit of this standard is the Exhibition Department of the China General Chamber of Commerce. Introduction
The main drafters of this standard: Wang Min, Liang Rong, Tan Xinzheng, Shao Peng, Chu Jun, http://www.foodmate.net
SB/T10401—2006
1 Scope
Commodity after-sales service evaluation system
This standard specifies the evaluation method, evaluation index, evaluation procedure and evaluation criteria for commodity after-sales service. SB/T10401—2006
This standard applies to the evaluation of after-sales service level of production enterprises and sales service enterprises within the territory of the People's Republic of China. 2 Terms and Definitions
The following terms and definitions apply to this standard. 2.1
Products
Tangible products produced or sold by enterprises, whose quality level meets the requirements of relevant standards and laws and regulations, are allowed to be sold within the territory of the People's Republic of China.
Commoditygoods
Enterprise products that have entered the market.
productscorporation
Production-oriented enterprise
A production enterprise that has its own products and has established a sales system. 2.4
SalescorporationA commercial enterprise that does not produce its own products but only sells other companies' products. 2.5
After-saleservices
A general term for various forms of services that are consistent with the attributes of the goods provided by the enterprise to customers after purchasing the goods. 2.6
Appraisal system
A general term for evaluation indicators, which is composed of a set of specific evaluation indicators. 3 Evaluation method
3.1 The basis for the evaluation of after-sales service of goods is the implementation of the evaluation indicators specified in this standard during the after-sales service process of the enterprise. 3.2 The evaluation indicators for the after-sales service level of production-oriented enterprises shall be implemented in accordance with Appendix A. 3.3 The evaluation indicators for the after-sales service level of sales-oriented enterprises shall be implemented in accordance with Appendix B. 3.4 The evaluation of the after-sales service level of the above two types of enterprises shall be carried out in accordance with the evaluation methods and evaluation procedures specified in this standard. 4 Evaluation method
4.1 When implementing the evaluation of product after-sales service, the scoring system shall be used to evaluate the after-sales service level of the enterprise, and the enterprise's after-sales service work shall be evaluated based on the scoring value.
4.2 When implementing the evaluation of product after-sales service, the enterprise questionnaire shall be designed according to the appendix of this standard. 4.3 When implementing the evaluation of product after-sales service, professionals in the industry of the participating enterprises shall be selected as assessors to participate in the scoring of the enterprise questionnaire.
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4.4 When implementing the evaluation of product after-sales service, the scoring rules shall be formulated according to the scoring rules of this standard to score the enterprise questionnaire. 5 Evaluation Management
The evaluation of enterprise product after-sales service adopts the method of voluntary application by enterprises and unified centralized evaluation. 5.13
5.2 All production enterprises and sales service enterprises established in the People's Republic of China can apply to participate. 5.3 The evaluation of enterprise product after-sales service evaluation shall be completed by a special evaluation organization recognized by the state. 5.4
Enterprises can refer to this standard to conduct self-evaluation of after-sales service. 6 Reviewers
The evaluation of enterprise product after-sales service shall implement the reviewer system. Reviewers shall be appointed.
Reviewers shall be professionals with rich experience in relevant industries. Evaluation Procedure
7.1 Evaluation Announcement
A special evaluation organization recognized by the state shall issue an announcement on product after-sales service evaluation activities and stipulate the details of the evaluation activities. 7.2 Enterprise Application
Enterprises applying to participate in the evaluation shall fill in the enterprise survey and evaluation materials and send them to the evaluation organization. 7.3 Qualification Review
The review organization shall conduct a qualification review of the enterprises applying for the review, verify the authenticity of the enterprise questionnaire and the materials submitted by the enterprise, and determine the list of participating enterprises.
7.4 Formal Review
The reviewer shall evaluate the after-sales service level of the enterprise according to the review activity rules formulated in this standard, as well as the questionnaire and review materials submitted by the enterprise.
7.5 Review Results
The review organization shall announce the review results. 7.6 Enterprises may evaluate and score themselves according to the terms of this standard and submit them to the review organization for reference. Product Partner Network h
Appendix A
(Normative Appendix)
Evaluation Indicators for After-sales Service of Products of Production Enterprises SB/T10401—2006
This appendix specifies 27 indicators for 8 individual items to evaluate the after-sales service level of products of production enterprises. The specific conditions for meeting the standards for each indicator are as follows:
A.1 Service culture
A.1.1 Service concept
A.1.1.1 The enterprise has a clear after-sales service concept, which can run through all aspects of the enterprise's after-sales service and guide the enterprise's after-sales service work.
A.1.1.2 The enterprise's after-sales service personnel are familiar with the enterprise's after-sales service concept and implement it conscientiously and completely during the after-sales service process. A.1.1.3 The enterprise publicizes its after-sales service concept and accurately conveys it to customers. A.1.2 Service commitment
A, 1.2.1 The enterprise has a clear after-sales service commitment and ensures that it can be accurately and effectively conveyed to customers. A.1.2.2 The after-sales service commitment stated by the enterprise in product advertisements, promotional pages, warranty cards, sales contracts and other sales materials must be accurate and consistent.
A.1.2.3 The enterprise fully fulfills its after-sales service commitment. A,1.3 Service strategy
A.1.3.1 The enterprise has a clear after-sales service strategy, which can guide the entire after-sales service work. A,1.3.2 The enterprise's after-sales service strategy can not only meet the needs of customers, but also keep the enterprise's after-sales service costs at a reasonable level. A.1.4 Service goals
The enterprise has clear after-sales service work goals, and formulates long-term goals, medium-term goals and annual A.1.4. 1
goals according to the actual situation of the enterprise.
A,1.4.2 The enterprise's after-sales service work goals include quantitative indicators, which can be used to assess the enterprise's after-sales service department and personnel. A,1.4.3 The enterprise should adjust the after-sales service goals in a timely manner. A.2 Service system
A.2.1 Service specifications
A.2.1.1 The enterprise formulates a complete after-sales service rules and regulations that can cover all aspects of the enterprise's product after-sales service. A.2.1.2 The after-sales service rules and regulations formulated by the enterprise are reflected in the form of enterprise documents, thus forming a unified and complete after-sales service standard system.
A.2.1.3 The after-sales service rules and regulations formulated by the enterprise include: after-sales service personnel employment standards, product distribution service standards, quality and technical service standards, product return and exchange service standards, installation and maintenance service standards, complaint handling service standards, customer tracking service standards, etc. A.2.1.4 The after-sales service work and service personnel of the enterprise strictly implement the after-sales service rules and regulations formulated by the enterprise. A.2.2 Service process
A.2.2.1 The enterprise formulates a complete after-sales service process. The entire process must be unified, standardized, reasonable, and operational, so that the entire after-sales service can be in an orderly state.
A.2.2.2 The after-sales service personnel of the enterprise strictly work in accordance with the after-sales service process. A.2.2.3 The enterprise shall make the after-sales service process clear to customers through certain channels. A.2.3 Service supervision and rewards
A.2.3.1 The enterprise shall establish an internal after-sales service supervision organization, the person in charge of which shall be a full-time staff, who can effectively supervise the operation of the enterprise's after-sales service system in a long term and coordinate the work of the entire after-sales service system in a timely manner. A.2.3.2 The enterprise shall be able to effectively implement rewards and punishments on the after-sales service department and staff in a long term and standardize the entire after-sales service work. A.2.4 Service system management
A.2.4.1 The enterprise shall formulate various after-sales service systems in accordance with strict procedures. A.2.4.2 The enterprise shall regularly revise various after-sales service systems. A.3 Service system
A.3.1 Organization management
A.3.1.1 The enterprise shall establish a special after-sales service organization, which shall be an important functional department of the enterprise. A.3.1.2 The enterprise's after-sales service organization shall have a complete functional design, clear organizational division of labor, sufficient staffing and a good operation mechanism.
A.3.2 Service outlets
A.3.2.1 The enterprise shall set up after-sales service outlets in areas where product sales are relatively concentrated. A.3.2.2 The enterprise's after-sales service outlets cover more than 70% of its product sales range. A.3.2.3 The enterprise shall strictly manage the service outlets entrusted to establish among the after-sales service outlets. A.3.3 Staffing
A.3.3.1 The enterprise must have full-time after-sales service management personnel and supervisors. The enterprise must have a group of full-time after-sales service staff, and the staff structure and number should be kept at a reasonable level according to the characteristics of the industry. A.3.3.2
A.3.3.3 The enterprise must have professional maintenance technicians and have corresponding qualification certificates. A,3.4 Business training
A.3.4.1 The enterprise has a complete service training system for after-sales service personnel, and is equipped with corresponding training plans, training courses and training costs.
The enterprise must conduct on-the-job training for after-sales service personnel. A.3.4.2
The enterprise has sufficient funds for training after-sales service personnel, and the annual training funds account for no less than 2% of the annual after-sales service investment.
A.3.5 Service Investment
A.3.5.1 The enterprise has a certain fixed asset investment in after-sales service, and invests in necessary and complete after-sales service facilities according to the characteristics and requirements of the industry.
A.3.5.2 The enterprise has sufficient annual funds for after-sales service. The annual funds account for no less than 1% of the total sales. A.4 Distribution and Installation
A.4.1 Product Packaging
A.4.1.1 The packaging of the goods sold by the enterprise must be complete, safe, and easy to transport or carry. A.4.1.2 The outer packaging of the goods sold by the enterprise has complete enterprise and product information, which is easy for customers to identify and understand. A.4.2 Delivery service
A.4.2.1 The enterprise establishes a complete delivery system to provide convenient delivery services to customers at the sales terminal. A.4.2.2 The enterprise continuously improves the delivery system to improve delivery efficiency. A.4.2.3 The enterprise promptly delivers on the delivery scope and delivery time promised to customers. A4.3 Installation and commissioning
A.4.3.1 The enterprise provides free product installation and technical commissioning services. The enterprise provides timely installation and commissioning services to customers to ensure normal use of the product. A.4.3.2
A.4.3.3 The enterprise provides complete product use guidance services and accurately answers various questions of customers. 4
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A.5 Maintenance service
A.5.1 Maintenance guarantee
A.5.1.1 The enterprise provides technical consulting services required for product maintenance for a long time. A.5.1.2 The enterprise clearly states the product warranty period, maintenance charges, maintenance commitment and other service regulations. A.5.1.3 The enterprise shall establish convenient and effective repair channels and arrange special personnel to be responsible for repair registration or reception services. A.5.1.4 The enterprise shall formulate and abide by perfect service procedures and service specifications for repair, delivery or on-site repair. A.5.1.5 The enterprise's repair charges shall be clearly marked and reasonable, and customers shall be informed in a timely manner after the repair price is adjusted. A.5.1.6 The enterprise shall have a perfect product return and exchange system to ensure that customers can return and exchange products quickly and conveniently. A.5.1.7
SB/T10401—2006
The enterprise shall have service remedial measures. When the product has quality problems that the enterprise has not foreseen and are difficult to repair, it can implement product recalls or other remedial compensation measures.
A.5.2 Repair facilities
A.5.2.1 The enterprise shall establish necessary repair facilities and equip them with advanced repair equipment and technical service personnel. A.5.2.2 The enterprise shall regularly inspect the repair facilities, equipment and instruments to ensure the normal operation of the repair service. A.5.2.3 The enterprise shall establish a complete supply system for maintenance materials and accessories to ensure the fast supply necessary for product maintenance. A.5.3 Technical Support
The enterprise shall provide customers with various types of continuous technical support services during the validity period of the product. A.5.3.2 The enterprise shall provide complete product manuals, product technical data and safety instructions. A.5.3.3 The enterprise shall provide free customer training necessary for product use. A.5.3.4 The enterprise shall provide customers with various forms of technical support services through various channels such as telephone, Internet, and printed materials. A.6 Customer Complaints
A.6.1 Complaint Channels
The enterprise shall establish a complaint reception system to provide customers with various forms of complaint channels. A.6.2 Complaint Records
The enterprise shall establish a complete complaint record and promptly feedback the complaint handling results to the complainant. A.6.3 Complaint Handling
A.6.3.1 The enterprise shall handle customer complaints in a timely manner and resolve customer complaints objectively, fairly and effectively. A.6.3.2 The enterprise product complaint rate shall be less than 1%, and there shall be no lawsuits filed by customers against the quality of the enterprise's products. A.6.3.3 The enterprise's product complaint resolution rate should not be lower than 97%. A.6.3.4 The enterprise can promptly make up for the deficiencies in after-sales service, take measures to reduce customer complaints, and effectively reduce customer complaints. A.7 Customer Management
A.7.1 Communication Channels
A.7.1.1 The enterprise shall establish a corporate website, which shall include pages and content for after-sales service. The website shall provide online service functions, and shall have an online customer forum or a corporate email address where customers can contact the enterprise. A, 7.1.2 The enterprise shall establish a customer service hotline, complaint telephone, and repair telephone, and enterprises are encouraged to open call centers and 800 toll-free telephones. A, 7.1.3 The enterprise shall establish anti-counterfeiting query facilities so that users can conduct anti-counterfeiting queries by phone or online. A.7.1.4 The enterprise shall have a complete mechanism for receiving customer feedback information, which can effectively collect customer feedback information and transmit the feedback information to relevant enterprise departments.
A.7.2 Customer Relationship
A.7.2.1 The enterprise shall establish a complete customer management file and encourage the enterprise to establish a computerized customer management system, which can effectively track customer usage.
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A.7.2.2 The enterprise shall have a complete customer return visit system and use a variety of methods to carry out customer return visit activities. A.7.2.3 The enterprise shall establish a customer evaluation system and hold an evaluation activity for the service quality of the enterprise's after-sales service outlets with customer participation every year.
A.7.2.4 The enterprise shall conduct a customer satisfaction survey every year to timely grasp the opinions of customers. A.7.2.5 The enterprise shall provide customers with targeted and proactive service activities and encourage enterprises to proactively carry out various after-sales service activities with high coverage, long duration and obvious effects.
A.8 Service Improvement
A.8.1 Product Improvement
A.8.1.1 Enterprises shall improve and upgrade their products every year, and enterprises are encouraged to improve product quality. A, 8.1.2 Enterprises shall pass relevant quality and safety certifications recognized domestically, and enterprises are encouraged to pass relevant quality and safety certifications recognized internationally. A.8.2 Service Improvement
A.8.2.1 Enterprises shall take measures to reduce the product return rate year by year. A.8.2.2 Enterprises shall take measures to ensure the quality of maintenance and minimize the secondary return rate. A.8.3 Management Improvement
A.8.3.1 Enterprises shall take relevant measures to improve the internal service quality management level and strengthen external supervision. A, 8.3.2 Enterprises shall determine specific service improvement goals, and the service improvement goals shall be quantified and operational. A.8.3.3 Enterprises shall carry out various research work to improve the level of after-sales service in a timely manner, and enterprises are encouraged to set up special after-sales service research institutions or entrust professional research institutions to conduct research and consultation. A.9 Scoring Standards
This Appendix stipulates that the total score for the after-sales service evaluation of production enterprises is 100 points. In terms of specific score distribution, durable consumer goods and fast-moving consumer goods will be scored separately, see Table A.1 and Table A.2. Table A.1
Major categories of indicators
Service system
Service culture
Major categories of indicators
A.10 Compliance standards
Service culture
Evaluation indicators and scores for after-sales service of durable consumer goodsService system
Distribution and installation
Customer complaints
Maintenance service
Customer managementService improvement
Table A.2 Evaluation indicators and scores for after-sales service of fast-moving consumer goodsService system
Service system
Customer complaints
Service improvement
This appendix stipulates that the compliance standard for after-sales service compliance units of production enterprises is 70 points of the total enterprise score, and stipulates that the score of each individual item should not be less than 50% of the score of the individual item. 6
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Appendix B
(Normative Appendix)
Evaluation Indicators for After-Sales Service of Sales Service-Oriented Enterprises SB/T10401—2006
This appendix specifies 23 indicators for 8 individual items to evaluate the after-sales service of sales service-oriented enterprises. The specific conditions for reaching the standard for each indicator are as follows:
B.1 Service Culture
B.1.1 Service Concept
B.1.1.1 The enterprise has a clear after-sales service concept, which can run through all aspects of the enterprise's after-sales service and guide the enterprise's after-sales service work.
B.1.1.2 The enterprise's service personnel are familiar with the enterprise's after-sales service concept and implement it conscientiously and completely during the after-sales service process. B.1.1.3 The enterprise should communicate its after-sales service concept to the outside world and accurately convey it to customers. B.1.2 Service Commitment
B.1.2.1 The enterprise has a clear after-sales service commitment and guarantees that it can be accurately and effectively delivered to every customer. B.1.2.2 The enterprise fully fulfills its after-sales service commitment. B.1.3 Service Strategy
B.1.3.1 The enterprise has a clear after-sales service strategy, which can guide the entire after-sales service work. B.1.3.2 The enterprise's after-sales service strategy can not only meet the needs of customers, but also keep the enterprise's after-sales service costs at a reasonable level. B.1.4 Service Objectives
B.1.4.1 The enterprise has clear after-sales service work objectives and formulates long-term goals, mid-term goals and annual goals based on the actual situation of the enterprise.
B.1.4.2 The enterprise's after-sales service work objectives include quantitative indicators, which can be used to assess the enterprise's after-sales service department and personnel. B.1.4.3 The enterprise adjusts its after-sales service objectives in a timely manner. B.2 Service system
B.2.1 Service specification
B.2.1.1 The enterprise shall formulate complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise's products. B.2.1.2 The after-sales service rules and regulations formulated by the enterprise shall be reflected in the form of enterprise documents, thus forming a unified and complete after-sales service specification system.
B.2.1.3 The after-sales service work and service personnel of the enterprise shall strictly implement the after-sales service rules and regulations formulated by the enterprise. B.2.2 Service process
B.2.2.1 The enterprise shall formulate a complete after-sales service process. The entire process shall be unified, standardized, reasonable, and operable, so that the after-sales service can be in an orderly state.
B.2.2.2 The service personnel of the enterprise shall work strictly in accordance with the after-sales service process. B.2.2.3 The enterprise shall make the after-sales service process clear to customers through certain channels. B.2.3 Service Supervision and Rewards and Punishments
B.2.3.1 The enterprise shall establish an internal after-sales service supervision organization, the person in charge of which shall be a full-time staff, who shall be able to effectively supervise the operation of the enterprise's after-sales service system in a long-term and timely coordinate the work of the entire after-sales service system. B.2.3.2 The enterprise shall effectively implement rewards and punishments on each service department and staff in a long-term and regular manner, and standardize the entire after-sales service work. ?
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B.2.4 Service System Management
B.2.4.1 The enterprise shall formulate various after-sales service systems in accordance with strict procedures. B.2.4.2 The enterprise shall regularly revise various after-sales service systems. B.3 Service System
B,3.1 Organizational Management
The enterprise shall establish a special after-sales service department, which shall have sufficient staffing and a good operation mechanism. B.3.2 Staffing
B.3.2.1 The enterprise must have full-time after-sales service management personnel, service staff and supervisory personnel. B.3.2.2 The structure and number of the enterprise's after-sales service personnel are kept at a reasonable level. B.3.3 Business training
B.3.3.1 The enterprise has a complete after-sales service personnel training system, and is equipped with corresponding training plans, training courses and training expenses. B.3.3.2 The enterprise has sufficient funds for after-sales service personnel training and must conduct on-the-job training for after-sales service personnel. B.4 Product guarantee
B.4.1 Quality guarantee
The products distributed by the enterprise do not contain counterfeit or inferior products, and are all regular enterprise products that meet national quality standards. B.4.2 Product return and exchange
The enterprise has a complete product return and exchange system to ensure that customers can return and exchange products quickly and conveniently. B.4.3 Maintenance outlets setup
All products that the enterprise distributes and needs maintenance services are equipped with maintenance outlets. Through entrustment and self-construction, a complete maintenance outlet system is established for customers.
B.5 Delivery and installation
B.5.1 Delivery service
B.5.1.1 The enterprise establishes a complete delivery system to provide convenient delivery services for customers. B.5.1.2 The enterprise continuously improves the delivery system and improves delivery efficiency. B.5.1.3 The enterprise promptly honors the delivery area and delivery time promised to customers. B.5.2 Installation and debugging
B.5.2.1 The enterprise provides free product installation and technical debugging services. B.5.2.2 The enterprise provides timely installation and debugging services for customers to ensure normal use of customers. B.5.2.3
The enterprise provides complete product use guidance services and accurately answers various questions of customers. B.6 Customer Complaints
B.6.1 Complaint Channels
The enterprise shall establish a complaint reception system and provide customers with various complaint channels. B.6.2 Complaint Records
The enterprise shall establish a complete complaint record and promptly feedback the complaint handling results to the complainant. B.6.3 Complaint Handling
B.6.3.1 The enterprise shall promptly handle customer complaints and objectively, fairly and effectively resolve customer complaints. B.6.3.2 The customer complaint resolution rate shall not be less than 97%. B.6.3.3 The enterprise shall maintain contact and communication with the product supplier, promptly feedback customer information, and effectively reduce customer complaints. 8
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B.7 Customer Management
B.7.1 Communication Channels
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B.7.1.1 The enterprise shall establish a corporate website, which shall include pages and content for after-sales services and be able to provide online service functions. B.7.1.2 Enterprises should set up service hotlines and complaint telephones, and encourage enterprises to set up call centers and 800 toll-free telephones. B.7.1.3 Enterprises have a complete customer feedback information receiving mechanism, which can effectively collect customer feedback information and transmit the feedback information to relevant enterprise departments.
B.7.2 Customer Relationship
B.7.2.1 Enterprises establish a complete customer management file, and encourage enterprises to establish a computerized customer management system, which can effectively track customer usage.
B.7.2.2 Enterprises have a complete customer return visit system and use a variety of methods to carry out customer return visit activities. B.7.2.3 Enterprises establish a customer evaluation system, which can hold customer participation and after-sales service quality evaluation activities for different sales departments every year.
Enterprises conduct customer satisfaction surveys every year to keep abreast of customer opinions. B.7.2.5 Enterprises provide customers with targeted and proactive service activities, and encourage enterprises to take the initiative to carry out after-sales service activities with high coverage, long duration and obvious effects.
B.8 Service Improvement
B,8.1 Service Improvement
B.8.1.1 The enterprise should take measures to reduce the customer complaint rate year by year. B.8.1.2 The enterprise should take measures to ensure service quality and improve the customer complaint resolution rate. B.8.2 Management Improvement
B.8.2.1 The enterprise should take relevant measures to improve the internal service quality management level and strengthen external supervision. B.8.2.2 The enterprise should determine specific service improvement goals, quantify the service improvement goals, and make them operational. B.8.2.3 Enterprises should conduct various research work to improve the level of after-sales service in a timely manner. Enterprises are encouraged to set up special after-sales service research institutions or entrust professional research institutions to conduct research and consultation. B.9 Scoring standards
This appendix stipulates that the total score of the after-sales service evaluation of sales service-oriented enterprises is 100 points. The score distribution is shown in Table B.1: Table B.1
Indicator categories
Service culture
Service system
B.10 Compliance standards
Sales service-oriented enterprise commodity after-sales service evaluation indicators and scores Service system Product guarantee
Delivery and installation
Customer complaints
Customer management
Service improvement
This appendix stipulates that the compliance standard for sales service-oriented enterprise commodity after-sales service compliance units is 70 points for the total enterprise score, and stipulates that the score of each individual item should not be less than 50% of the total score of the individual item. Top-quality partner area
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