GB/T 24421.1-2009 Guidelines for Standardization of Service Industry Organizations Part 1: Basic Requirements GB/T24421.1-2009 Standard download decompression password: www.bzxz.net
This part of GB/T 24421 specifies the terms and definitions, basic principles, tasks and contents, and management requirements for standardization of service industry organizations. This part applies to standardization of service industry organizations.

ICS 01.040.03
National Standard of the People's Republic of China
GB/T 24421.1—2009
Guidelines for standardization of organizations in service sector-Parl 1:Basic requirements
Issued on September 30, 2009
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China Administration of Standardization of the People's Republic of China
Implemented on November 1, 2009
GB/24421.1—2009
Normative references
Terms and definitions
Basic principles
Tasks and contents
Management requirements
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..4...|| GB/T24421 "Guidelines for Standardization of Service Industry Organizations" is divided into four parts: Part 1: Basic requirements Part 2: Standardization system Part 3: Standardization review Part 4: Standard implementation and evaluation This part is Part 1 of GB/T24421. This part is proposed and managed by the National Technical Committee for Service Standardization (SAC/TC264). Drafting units of this part: Jiangsu Quality and Technical Supervision Bureau. Jiangsu Standardization Research Institute. GB/r 24421.1—2009
The main drafters of this part are Jiang Shunxiang, Cai Zhenhua, Jie Shuitong, Gu Changqing, Hang Minhua, Qian Rongfu, Chen Weiqing, Hou Yueli, Liu Chengyang and Cao Lili.
1 Scope
Guidelines for standardization of service industry organizations
Part 1: Basic requirements
GB/T 24421.1-2009
This part of GB/T 24121 specifies the terms and definitions, basic principles, tasks and contents, and management requirements for standardization work of service industry organizations.
This part applies to the standardization work of service industry organizations. 2 Normative referenced documents
The clauses in the following documents become clauses of this part through reference in this part of GB/T 24421. For any dated referenced document, 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 the latest versions of these documents can be used. For any undated referenced document, the latest version shall apply to this part. ||tt ||（3/T15621.1 Guidelines for service standardization work Part 1: General principles GB/T19000 Quality management system fundamentals and vocabulary (GB/T19000-2008, ISO9000:2005, IDT) GF/T24421.2 Guidelines for standardization work of service industry organizations Part 2: Standard system GB/T24421.3 Guidelines for standardization work of service industry organizations Part 3: Standard writing GB/T24421.4 Guidelines for standardization work of service industry organizations Part 4: Standard implementation and evaluation 3 Terms and definitions
GB/T15624.1. The terms and definitions established in GB/T19000 and the following apply to this part of GB/T24421. 3. 1
Service industry organizationnrganizalinns in strvice sectnrOrganization that provides services to customers.
4 Basic principles
Service industry organizations should follow the following when carrying out standardization work: a) reflect the characteristics of the industry, highlight regional characteristics, and promote the healthy and orderly development of the industry; b) improve service quality, standardize service behaviors, and meet customer needs; c) pay attention to safety, environment and hygiene, and safeguard the rights and interests of customers and employees d) carry out comprehensive and coordinated work, implement unified management; e) insist on employee participation and continuous improvement
5 Tasks and contents
5.1 In service
5.1.1 Implement relevant laws, regulations and policies. 5.1.2 Formulate standardization work plans or plans. 5.1.3 Establish and improve the standard system.
5.14 Implement national standards and industry standards, formulate and implement the standards of this organization. GB/T 24421.1—2009
5.1.5 Participate in international and domestic service industry standardization activities, and adopt international standards and foreign advanced standards. 5.1.6 Supervise and evaluate the implementation of standards. 5.2 Content
5.2.1 Establishment of standard system
5.2.1.1 Service industry organizations should determine the framework of standard system, complete the content of system, and ensure the effective operation of the system step by step according to their own characteristics, business management needs and service quality assurance. 5.2.1.2 The standard system should be scientific and comprehensive. The standards within the system should be coordinated with each other and effective. 5.2.1.3 The structure, requirements and management of the standard system should comply with the provisions of GI3/T24421.2. 5.2.2 Standard formulation
5.2.2.1 Standards should be formulated in accordance with the prescribed procedures. 5.2.2.2 When formulating standards, international standards and advanced foreign standards should be given priority. 5.2.2.3 When formulating standards, they should be coordinated with other relevant standards currently in force in China. 5.2.2.4 Standards that have been issued and implemented should be reviewed and revised in a timely manner according to the requirements. 5.2.2.5 The selection of service standardization objects and requirements and the writing of content shall comply with the provisions of GB/T 24421.3. 5.2.3 Implementation, supervision, evaluation and improvement of standards 5.2.3.1 The implementation of standards shall be aimed at improving service quality, standardizing service behaviors, meeting customer needs and expectations, ensuring safety and protecting the environment. 5.2.3.2 All standards included in the standardization system shall be implemented conscientiously. 5.2.3.3 When implementing standards, an implementation plan shall be formulated to determine the implementation scope, implementation personnel, implementation progress and requirements. 5.2.3.4 The implementation of service standards shall be supervised and inspected, and behaviors that do not meet the standards shall be corrected in a timely manner. 5.2.3.5 The implementation effect of standards shall be evaluated and continuous improvement shall be adhered to. 5.2.3.6 The implementation, supervision, evaluation and improvement of service standards shall comply with the provisions of GB/T24421.4. 6 Management requirementsbzxz.net
6.1 Organization management
6.1.1 Establish corresponding standardization work organizations and provide necessary working conditions. 6.1.2 Clarify the roles of standardization organizations and their departments and positions in standardization work. 6.2 Personnel management
6.2.1 The leaders and responsibilities of standardization work should be clearly defined in the senior management of the organization. 6.2.2 According to the actual situation and needs, corresponding full-time or part-time standardization workers should be equipped and their roles should be clearly defined. 6.2.3 Strengthen the education and training of standardization practitioners to improve their professional skills. 6.3 Work management
6.3.1 A standardization work system suitable for the organization should be formulated and standardized documents should be formed. 6.3.2 The standardization activities carried out by the organization should be planned, arranged and the management of each link should be strengthened. 6.4 Information management
6.4.1 Establish corresponding collection channels to collect domestic and foreign standardization information related to the industry. 6.4.2 The collected information should be sorted and organized, a standardized information database should be established, and updated in a timely manner. 6.4.3 The research, analysis and comprehensive utilization of information should be strengthened, and suggestions for standardization implementation should be put forward in combination with the actual situation of the organization. 6.4.4 Important events and results in the process of establishing the service standard system, formulating, implementing, evaluating and improving service standards should be recorded and preserved.
GB/T 24421.1-2009
#I11[. 2010(E2H2111
People's Republic of China
National Standard
Guidelines for Standardization of Service Industry Organizations
Part 1: Basic Requirements
GB/T24421.1-2009
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