Guidelines for the implementation of quality management system of cultural service—Part 7:Theatre
Some standard content:
ICS 03. 080. 01
National Standard of the People's Republic of China
GB/T 28227.7--2011
Guidelines for the implementation of quality management system of cultural service-Part 7: Theatre
Issued on 2011-12-30
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
2012-05-01Implementation
Normative references
Terms and definitions
Quality management system
Management responsibilities
Resource management
Implementation of services
Measurement, analysis and improvement
References
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GB/T 28227.7--2011
GB/128227 Cultural Service Quality Management System Implementation Guide\ is divided into seven parts: Part 1: General Principles; Part 2: Indoor Museum Decoration, Part 3: Outdoor Museums + Part 4: Sales and Rental of Audiovisual Products; Part 5: Reproduction of Audiovisual and Electronic Publications; Part 6: Cinemas; Part 7: Theatres This part is Part 7 of GB/T 28227 and is under the jurisdiction of the National Service Standardization Technical Committee (SAC/TC264). GB/T 28227.7—20 11
Original units of this part: China Standards Promotion and Research Institute, China Social and Cultural Development Foundation. China Certification and Accreditation Association, China National Accreditation Service for Conformity Assessment, Fangshe Mark Certification Group Co., Ltd., China Quality Association Quality Assurance Center, Journalism Theater, Poly Theater Major drafters of this part: Zeng Jiao, Zhou Xiangmei, Chen Zhiri, Deng Zhenfei, Li Renliang, Ren Liqiang, Yue Zongqin, Yang Ming, Lu Lili, Zhang Xiguang, Tang Fuhua, Wu Yin, Wang Shichuan, Zhu Yan. Objectives
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1 Scope
Guidelines for the implementation of cultural service quality management system Part 7: Theaters
GB/T28227.7—2011
This part of GB/T28227 provides guidelines for theaters to implement service quality management systems, and stipulates the general requirements and documentation requirements of theater service quality management systems, management responsibilities, resource management, the realization of theater services, and measurement, analysis and improvement. This part applies to professional theaters and independent or relatively independent fixed performance venues. 2 Normative references
The following documents are indispensable for the application of this document. For all dated references, only the dated version applies to this document. For all undated references, the latest version (including all amendments) applies to this document. GB/T19001 Quality Management System Requirements (IS) 900I:2008, IDT) GB/T28227, 1 Guidelines for the Implementation of Cultural Service Quality Management System Part 1: General 3 Terms and Definitions
The terms and definitions defined in GB/T28227.1 and the following terms and definitions apply to this part of GB/T28227. 3.1
Theater
Provides a place for performing drama, singing and dancing, music, folk art, etc. 3.2
Theater Services Services in the Theater
Services directly related to the theater performance and supporting services. Note 1: Directly related services, such as performances, theater environment management, performance publicity, program distribution, stage management, ushering, ticket sales (refunds), etc. Note 2: Supporting services, such as food retail, book sales, cultural media services, clothing storage, etc. 4 Quality Management System
4.1 General Requirements
When establishing a service quality management system in accordance with GB/T19001-2008, the theater shall document, implement and maintain it in accordance with the provisions of this part, and continuously improve its effectiveness. Including: a) Identify the theater service processes, determine the sequence and interaction of these processes, and determine the service flow b) Determine the required criteria, procedures and methods to ensure the effective operation and control of these processes C) Ensure the necessary resources and information to support the operation of the quality management process and monitor and measure it; d
According to the characteristics of the service, implement necessary measures to achieve the results of the theater service process planning, and continuously improve these processes.
If the theater chooses to outsource processes that affect service quality, it should ensure that these processes are controlled to meet the specified requirements. If the food business is outsourced to others, it is necessary to verify their business license, health permit, chain health certificate of food contact personnel, etc., and check the food hygiene situation.
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GB/T 282277--2011
4.2 Document requirements
4.2.1 General
According to the provisions of GB/T19001 and this part, the theater service quality management system documents should include: a)
The documented theater service quality policy and quality standards b)
The theater service quality manual, including the details deleted from GB/T19001 and the description of the interaction between processes; d) The documented procedures required by this part; d) The documents required to ensure the effective planning, operation and control of the theater service process; Records required by this part (records are a special type of document and should be controlled according to the requirements of 4.2.3). 4.2.2
Quality Manual
A quality manual should be prepared and maintained. The quality manual includes: the scope of the quality management system;
procedure documents;
a statement of the interactions between the processes of the quality management system; and the structure of the documents used.
4.2.3 Document Control
A documented procedure should be established to control the documents of the theatre service quality management system, including a) approval of documents before issuance to ensure that the documents are sufficient and appropriate; b) reviewing and updating documents and re-approving them when necessary; ensuring that changes to documents and the current revision status are identified; ensuring that the relevant versions of applicable documents are available at the point of use; d
ensuring that documents are clear and easily identifiable;
ensuring that external documents are identified and their distribution is controlled; preventing the unintended use of obsolete documents; and appropriately marking obsolete documents if they are retained for any reason. 4.2.4 Record Control
Records shall be established and maintained to provide evidence of conformity to requirements and the effective operation of the theatre services quality management system. Records shall be kept legible, easily identifiable and retrievable. A documented procedure shall be established to define the controls necessary for the identification, storage, protection, retrieval and disposal of records. 5 Management responsibilities
5.1 Management commitment
The top management shall provide evidence of its commitment to establishing, implementing and continually improving the effectiveness of the quality management system through the following activities: a) Communicate to the organization the importance of meeting customer and legal, regulatory, policy and standard requirements; formulate the theater service quality policy;
c) Determine the theater service quality objectives, such as formulating specific quality standards for service venues, service facilities, service supplies, service personnel, as well as service levels, service content, service procedures, service methods, service time, etc.; d) Conduct a management review. According to the operation of the theater service quality management system, the top management shall conduct a management review at prescribed intervals;
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e) Ensure the acquisition of resources. The resources required for the theater service quality management system shall be provided. 5.2 Focus on customers
GB/T28227.7—2011
The top management of the theater should focus on enhancing customer satisfaction and ensure that customer requirements are determined and met. Note: The theater's customers include audiences and theater renters. 5.3 Quality policy
The top management ensures that the quality policy:
a) is suitable for the theater's service characteristics; b) includes a commitment to meet service requirements and continuously improve the effectiveness of the service quality management system; c) complies with laws, regulations and other requirements related to theater services; provides a framework for setting and reviewing quality objectives; d
e) is communicated and understood internally, and through publicity and training, every employee understands its connotation; d) its continued suitability is reviewed during internal audits and management reviews for continuous improvement. 5.4 Planning
5.4.1 Quality objectives
Top management shall ensure that quality objectives are established at relevant functions and levels of the theatre. Quality objectives include what is required to meet service requirements. The results of quality objectives are measurable and consistent with the quality policy. 5.4.2 Quality management system planning
Top management shall ensure that:
a) the quality management system is planned to meet the quality objectives and the general requirements of the quality management system (4.1); b) the integrity of the quality management system is maintained when planning and implementing changes to the quality management system. 5.5 Responsibilities, authorities and communication
5.5.1 Responsibilities and authorities
Top management shall ensure that responsibilities and authorities are defined and communicated within the organization. Top management shall determine the relationships between all personnel involved in management, execution and verification work that affects quality and shall ensure the independence and limitations necessary to carry out these tasks. 5.5.2 Management representative
The top management shall appoint an alternate person within the theatre to represent the top management, who shall have the following responsibilities and authority, regardless of the other responsibilities of the member:www.bzxz.net
a) Ensure that the processes required for the theatre's service quality management system are established, implemented and maintained; b) Report to the top management on the continuity of the theatre's service quality management system and any need for improvement; c) Ensure that all employees are aware of meeting regulatory requirements and customer requirements; d) External liaison matters related to the quality management system. 5.5.3 Internal communication
The top management shall ensure that appropriate communication processes are established and that communication is carried out on the effectiveness of the theatre's service quality management system. 3
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GB/T 28227.7—2011
5.6 Management review
5, 6. 1 General
The top management shall review the theatre's service quality management system at planned intervals to ensure its continuing suitability, adequacy and effectiveness. The review shall include an evaluation of the possibility of improvement and the need for change, including the need for change in the quality policy and quality objectives. Records of management reviews shall be maintained.
5. 6.2 Review Inputs
The inputs to the management review shall include the following information: a) Audit status; b) Feedback; c) Continuity of the theatre service quality management process and conformity of services; Status of preventive and corrective actions; Follow-up actions from previous management reviews; f) Changes that may affect the theatre service quality management system; g) Recommendations for policy improvements; new or revised regulations.
Review Outputs
The outputs of the management review shall include any decisions and actions related to: a) Improvements needed to maintain the effectiveness of the theatre service quality management system and its processes; b) Improvements in services related to customer requirements; c) Resource requirements.
6 Resource Management
6.1 Resource Provision
The theatre shall determine and provide the resources needed for the following aspects: a) Implement, maintain and continuously improve the effectiveness of the theatre service quality management system; b) Meet regulatory and customer requirements and enhance customer satisfaction. 6.2 Human Resources
The staff engaged in theatre services shall meet the job requirements based on appropriate education, training, skills and experience. Theaters should:
a) determine the necessary abilities and qualifications of personnel engaged in theater services, for example, relevant requirements in terms of professional skills (lighting technicians, sound engineers, stage mechanics, etc.), safety (special operations personnel, security personnel, etc.), and health (personnel in contact with customers and food); b) when appropriate, provide training or adopt recruitment, skill transfer, internship, job transfer and other measures to acquire the required abilities; c) clarify the awareness and professional ethics of all personnel engaged in service work, and establish a service concept, such as civility, service etiquette, and service standards;
d) evaluate the effectiveness of education and training;
e) keep appropriate records of education, training, skills and experience. 6. 3 Infrastructure
In order to ensure the quality of theatre services, the necessary facilities should be identified, provided and maintained to ensure that service facilities, process equipment, equipment and facilities supporting sexual services come into contact with customers under controlled conditions: including: GB/T 28227.7-2011
a) Service facilities: unobstructed passages, performance stages (main stage, auxiliary stage), control rooms (lighting control room, sound control room, stage machinery control room, projection room), auditorium (auditorium seats, chairs), audience lounge, merchandise department, toilets, actors’ dressing rooms, actors’ lounges, elevators, etc., should be clearly marked and meet relevant requirements. b) Process equipment: including lighting equipment, audio equipment, stage machinery equipment, scenery, sound, subtitle machine, simultaneous voice transmission equipment, etc.: the process equipment should be ensured to have good performance, stable and normal working condition, and usually there should be spare light source and spare audio equipment; the performance equipment should ensure the safety of the performers and staff,
c) Support service equipment and facilities: such as air conditioning system, water and electricity supply system, fire protection system (fire alarm, white sprinkler, fire extinguisher. Emergency smoke exhaust equipment, fire door, emergency light), power distribution system and spare diesel generator, safety inspection facilities, safety monitoring facilities, maintenance service equipment, etc. The air conditioning system should be maintained and maintained to make it work in the best operating conditions to achieve energy saving and consumption reduction.
6.4 Environment
The theater environment should be kept clean and beautiful: the seat covers in the auditorium should be cleaned regularly, the decorative materials in the auditorium should be harmless to the human body, and air disinfection should be carried out when appropriate.
In order to achieve a good viewing effect, the auditorium should be guaranteed to have appropriate temperature, relative humidity, volume, wind speed, lighting illumination, indoor air quality and fresh air volume, and measures should be taken to ensure quietness in the auditorium; the seat height, seat spacing, seat distance, sight distance and sight distance of the auditorium should also meet the relevant requirements.
6.5 Safety
The theater should formulate and implement corresponding measures to ensure the safety of performers and audiences. For example: the curtains and stage should be flame retardant; the lights and scenery should be kept at a safe distance, equipped with appropriate fire-fighting facilities, emergency lights, and safety monitoring equipment; set up emergency evacuation signs and keep emergency evacuation routes unobstructed, etc.:
Inform the audience that they cannot bring flammable, explosive, corrosive, infectious and toxic books into the theater. 7 Service Implementation
7.1 Service Implementation Planning
When planning the process required for the theater service implementation, it should be consistent with the general requirements of the theater service quality management system and determine the requirements in the following aspects!
Identify and determine the quality objectives and requirements related to the characteristics of theater services, such as the service characteristics of theater buildings, stages, props, service personnel and various resources.
Determine the processes for theater services, including the identification, confirmation, review, service provision process and procurement process related to customer requirements, and determine the documents and resource requirements for these processes; theater performances include self-operated performances and performances with rented venues. When the theater conducts self-operated performances, its processes include: market research, planning, production, signing performance contracts with performance units, advertising, ticket sales, and distribution. When the theater provides venue rental services, its processes include: negotiation with suppliers, signing venue rental contracts, providing infrastructure and related services in performances. Determine the verification, confirmation, monitoring and measurement criteria required for theater services. d) Build records required to prove that the theater service implementation process and its results meet the requirements. For theater services, planning outputs can be achieved in accordance with this part or on this basis. When planning a service item, contract or process with specific requirements, a quality plan or clear management procedure is prepared to identify responsibilities, interfaces, processes, resources and required documentation.
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GB/I 28227.7—2011
7.2 Customer-related processes
7.2.1 Determination of customer-related requirements
7.2.1.1 Determination of audience-related requirements
When a theater conducts commercial performance planning, it shall determine the requirements related to the theater service, including: a) relevant laws, regulations, policies and standards, social ethics, conventions or social customs, and cultural requirements; b) audience needs, including service standards not explicitly stated by the audience; c) performance time, number of performances, required actors, program, ticket price 7.2.1.2 Determination of requirements related to the theater rental unit When a theater provides venue rental services, it shall determine the requirements related to the supplier, including: b) requirements for hardware facilities such as stage, stage technology and musical instruments; c) rental price and time requirements; c) requirements for entrusted rental items.
7.2.2 Review of customer-related requirements
Requirements related to theater services should be reviewed. The requirements should not conflict with relevant laws and regulations. After the review, the theater will sign a performance contract with the performer. The theater should review the following aspects: 1) Before making advertisements, the organizer of the performance should review the external publicity commitments, such as the participating art performance groups, main actors, ticket prices, performance time, and main program content. The content and form of the advertisement should be true and legal to avoid misleading future audiences:
6) Review all requirements put forward by the performance company, such as venue time, dance, stage, and product list of required goods:
Any additional requirements confirmed in the service. The evaluation of theater services should ensure that:
a) the theater service requirements are specified;
b) the theater services meet the requirements of laws and regulations; the theater and customers reach an agreement on the requirements; d) the theater has the ability to meet the specified service requirements. 7.2.3 Customer Communication
When the theater communicates with customers, it should meet the following requirements:
a) When the theater provides venue rental, it should conduct a preliminary evaluation of the lessee. Before signing the contract, it should understand the purpose of renting the venue, the content of the activities, the source and number of the audience, the content and form of the performances, the qualifications and legal status of the organizer in the case of commercial performances, the reputation and financial payment ability, etc. The venue rental contract will be signed after the preliminary evaluation is qualified. After the venue rental expires and is returned, an evaluation should be conducted on the contract performance, the use of equipment and facilities, and the management of the performance site. b) Before the performance, timely provide customers with advance information about the performance (performance time, major festivals, ticket prices, and performance organizers) in the form of announcements.
If important program content, performance time, ticket prices, or main actors of the performance cannot be fulfilled due to emergencies or other reasons, the theater should take appropriate measures to apologize and explain to the audience through appropriate means (such as posting notices) to obtain the audience's understanding and refund the tickets, including making certain financial compensation. If the audience/actors suffer losses, financial compensation should be made in accordance with the law.
d) After the performance, obtain the opinions of the audience, theater contractors, and main actors on the theater's service quality through surveys. 6
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7.3 Control of service process design and development7.3.1 Planning of design and development
GB/T 28227.7--2011
For independent performances, the theater is responsible for its service process and service quality. The theater should control and manage the design and development process of the proposed new services (new repertoires, new types, new performance methods, etc.) or services for special audiences to ensure that they meet the specified requirements. The output of design and development will form service specifications, service provision specifications, and service quantity control specifications, which will be approved for delivery after necessary review, verification, and confirmation.
Planning should clarify the development content, responsibilities and authorities of the new service items, as well as the development progress and quality requirements to ensure that the new service items meet the specified requirements and form a "new project concurrent planning document". 7.3.2 Inputs to design and development
When developing new service items, the inputs related to the item should be determined: a) National laws, regulations, policies and standards; b) Tangible service characteristics, intangible service characteristics and service quality standards c) Environmental protection, safety and hygiene requirements d) Audience needs for cultural entertainment;
e) Special requirements of the performance company;
1 Other information and requirements.
Paired design inputs should be reviewed to ensure the suitability and adequacy of the inputs. The requirements put forward should be complete and clear. The review of the inputs should be recorded.
7.3.3 Outputs of design and development
The outputs of the theater service design and development should be suitable for verification against the inputs of design and development and approved before release. The output of the design and development should:
a) meet the requirements of development input;
6) provide information on the requirements for additional equipment and other resource requirements;
7.3.4 Review and verification of project development
After the implementation plan of the new service project is formed, relevant personnel should be organized to conduct a review. The review content includes: whether it meets the requirements of input, whether it is complete, whether the plan is feasible, and whether the resources can be met. After the review is completed, the implementation plan of the new project should be improved and perfected according to the review opinions.
The purpose of verification is to ensure that the new project can be implemented smoothly and achieve the expected purpose. The verification can be carried out by consulting customers, trial operation, and comparison with similar service projects.
7.3.5 Confirmation of project development
The confirmation of the development of the new project can be carried out in the form of an appraisal meeting or a customer satisfaction survey. When the confirmation results meet the requirements, the new project can be formally implemented after approval by relevant leaders. 7.3,6 Changes in project development
During the implementation process, if there are unreasonable designs, new requirements in laws, regulations and policies, difficulties in implementation or major changes in customer requirements7
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, the new project implementation plan needs to be changed. The changes also need to be approved by relevant leaders. If necessary, re-evaluation and confirmation will be carried out. 7.4 Procurement
7.4.1 Procurement process
7.4.1.1 The suppliers and contractors in the theater management and housekeeping process generally include the following categories: a) Suppliers of equipment and spare parts for the performance process, including lighting, sound, stage machinery and equipment, etc., contractors, including: ticketing companies for ticket sales services, professional companies for maintenance of air-conditioning, elevators, fire-fighting and alarm equipment, water and electricity supply equipment, professional companies for cleaning and cleaning (seats, carpets, cloths, belts) and security, etc.; c) Performing groups or brokerage companies during performances. 7.4.1.2 The theater should formulate evaluation criteria based on the type of purchased materials and the impact of the types of contracted services on the performance. The evaluation of the main suppliers may include legal status (business license), production capacity (production equipment and facilities, inspection equipment, management level, management personnel, technical personnel, etc.), timeliness of supply, price, quality of goods and on-site service volume, etc. The evaluation of contractors may include legal status (business license), timeliness of service provision, price, service attitude and service quality. The evaluation of performance groups and brokers may include the performance contract performance, legal status (professional performance license and business license, government approval), performance price, audience feedback, etc. Suppliers and contractors should be evaluated in a timely manner to determine qualified suppliers and contractors. 7.4.1.3 The theater should re-evaluate suppliers, contractors, brokers or performance groups and confirm the annual list of qualified suppliers and contractors.
7. 4. 2 Procurement information
7.4.2.1 Procurement information shall describe the products purchased, including: a) supplier situation investigation, supplier name and qualification certificate; provide product identification report when necessary,
7.4.2.2 Implementation of relevant regulations on book performances for performance companies and brokerage companies, and other items procurement shall be carried out in accordance with the following requirements: a) Formulate procurement requirements, including product name, model, supplier, etc.; b) Procurement requirements shall clearly state procurement information such as quality requirements for procurement. 7.4.3 Verification of purchased products
Pairs of purchased products shall be verified.
The verification content shall comply with the specified requirements in the procurement information. Verification records of purchased materials shall be kept. 7.5 Service provision
7.5.1 Control of the theater service supply process
The theater shall plan and provide services under controlled conditions. When applicable, the controlled components shall include: a) According to relevant regulations, control the ticket sales (refunds), ushering, performances, security (including security, fire protection and vehicle traffic management in the management area), audience exit, cleaning, food and beverage provision, etc.; by
Establish procedures to regulate the behavior of service personnel in the process of ticket sales (refunds), ushering, and food provision, such as the service personnel's civilized and polite language, dress regulations, service process requirements, etc. Personnel who directly provide services to customers should meet the conditions stipulated in relevant regulations;
c) Formulate operating procedures for various equipment and establish and improve various technical files, such as the operating procedures for stage lighting systems and corresponding equipment, the operating procedures for sound systems and corresponding equipment, the operating procedures for stage mechanical systems and corresponding on-stage and off-stage equipment, and record 5
GB/T 28227.7—2011
Operational procedures for the assistance of equipment, lighting control systems, tuning control systems, subtitle machines, simultaneous interpretation equipment, etc. Establish an equipment operation log. If an equipment accident occurs, it should be recorded in detail in the log, and the cause of the accident should be analyzed and corrective measures should be taken;
d) After the performance, the actors' makeup gates in the auditorium should be cleaned and disinfected when necessary to ensure that the indoor air and facilities meet the stage hygiene requirements:
During the performance, there should be a dedicated person to supervise in order to deal with various emergencies such as power outages, fires, public security incidents, and the treatment of actors in the theater being frightened or suddenly ill; f>
Formulate emergency measures and plans for various events, and regularly review emergency measures and plans for rent and drills: Maintain and maintain various emergency and fire-fighting facilities (fire equipment, fire sprinkler systems, emergency lighting, fire doors, smoke exhaust equipment, alarm equipment, and self-provided generators to ensure that they are operating in a normal state and meet relevant standards. 7.5.2 Processes related to the performance Control of
Since the activities related to performances provided by the theater are similar to processes in which problems only appear during or after the performance, and there are certain uncertainties in the influencing factors of each performance, at least each new performance month or before the theater is rented out for use should be confirmed, such as the rehearsal before the performance. The key points of process control are: a) Review criteria (for example, confirmation content and methods, review basis), approval criteria; b) Confirmation content, such as operating procedures and equipment maintenance points, confirmation of lighting, sound, stage machinery, recording before the performance,
confirmation of operator qualifications, process coordination time and requirements, pending methods, materials, props, etc. c
For equipment involving personal safety, such as ropes or wire ropes of lifting equipment, lifting stage, etc., it is necessary to postpone the inspection to ensure its safety. When a performance requires the use of pyrotechnic effects, the theater should adopt corresponding pyrotechnic measures and confirm them before the performance:
) Record content and requirements:
1) Reconfirmation conditions and requirements.
7.5.3 Identification and traceability
The theater's identification is divided into service identification and service status identification. All identification should comply with the provisions of the standard and should be eye-catching and clear. Service identification includes: service area identification, ticket office identification, emergency exit identification, toilet identification, emergency passage identification, theater prohibition and warning signs, evacuation route identification, seat number identification, employee clothing and badges, etc. Status identification of service facilities and equipment, including: performance in progress identification, toilet cleaning status identification, equipment maintenance identification, etc. 7.5.4 Customer property
The organization should maintain and preserve customer property under the control of the organization or used by the organization. The organization shall identify, verify, protect and maintain customer property for its use or incorporated into the product. When the customer's property is lost, damaged or found to be unsuitable, it should be recorded and reported to the customer.
7.5.5 Protection of theater services
Maintenance of stage design and props should be done in accordance with relevant requirements. 7.6 Control of monitoring and measuring equipment
The monitoring and measuring equipment used in theater services involves two categories: hardware and measuring software. For example, theater monitors, etc., the equipment maintenance process provided by the service and the operation process of the monitoring equipment should be controlled, and the control requirements to ensure its accuracy should be clearly specified, and calibration should be carried out in accordance with relevant regulations.
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