Standard number: GB/T 27400-2020
Standard name: Conformity assessment--General rules for service certification techniques
English name: Conformity assessment--General rules for service certification techniques ||
tt||Standard format: PDF
Release time: 2020-03-06
Implementation time: 2020-10-01
Standard size: 656K
Standard introduction: This standard specifies general technology for service certification, including technical principles and service certification technology requirements.
This standard applies to third-party conformity assessment activities for specific services, and can be used as a reference for first-party and second-party conformity assessment activities. This standard
was drafted in accordance with the rules given in GB/T1.1-2009.
This standard was proposed by the National Technical Committee on Certification and Accreditation (SAC/TC261) and is under the jurisdiction of the drafting units of this standard: China Certification and Accreditation Association, Shanghai Beiheng Testing Technology Co., Ltd., China National Accreditation Service for Conformity Assessment, Shanghai Quality Management Science Research Institute, China National Institute of Standardization, China Environmental United (Beijing) Certification Center Co., Ltd., Shenzhen Institute of Standards and Technology Research
, China University of Metrology, China Electronics Technology Standardization Institute, Shanghai Quality System Audit Center, Guangzhou CETC Certification Center Service Co., Ltd.
, China Council for the Promotion of International Trade Commercial Industry Committee, Zhongbiao Hexin (Beijing) Certification Co., Ltd.
The main drafters of this standard: Li Xijun, Chen Hua, Sheng Fei, Fu Binyou, Wang Qinzhi, Zhou Ji, Guo Hongtao, Cao Lili, Zhang Shengchun, Zhang Xiaodan, Wen Lifeng, Le Wei, Liang Qiaoling, Zhang Boyu, Dong Tao, Tan Ping, Liu Xiaoyin, Yao Xin, Li Kewei
This standard specifies the general technology of service certification, including service certification technical principles and service certification technology requirements. This standard applies to third-party conformity assessment activities for specific services and can be used as a reference for first-party and second-party conformity assessment activities.

ICS 03.120.20
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National Standard of the People's Republic of China
GB/T27400—2020
Conformity assessment
General rules for service certification techniques
Conformity assessment-General rules for service certification techniques2020-03-06Published
State Administration for Market Regulation
National Standardization Administration
Implementation on 2020-10-01
GB/T27400—2020
Normative reference documents
Terms and definitions
Technical principles for service certification
Service certification technology
Definition of certification scope
Selection of certification criteria||tt| |irikAa~cJouakAa
Certification mode selection and application
Certification evaluation arrangement
Experience program planning
Methods for using and marking certification documents
Methods and principles for establishing certification programs
Methods for suspending, canceling and revoking certification
References
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This standard was drafted in accordance with the rules given in GB/T1.1-2009. This standard was proposed and managed by the National Technical Committee for Certification and Accreditation Standardization (SAC/TC261). GB/T27400—2020
The drafting organizations of this standard are China Certification and Accreditation Association, Shanghai Beiheng Testing Technology Co., Ltd., China National Accreditation Service for Conformity Assessment, Shanghai Institute of Quality Management Science, China National Institute of Standardization, China Environmental United (Beijing) Certification Center Co., Ltd., Shenzhen Institute of Standards and Technology, China University of Metrology, China Electronics Technology Standardization Institute, Shanghai Quality System Audit Center, Guangzhou CETC Certification Center Service Co., Ltd., China Council for the Promotion of International Trade Commercial Industry Committee, and Zhongbiao Hexin (Beijing) Certification Co., Ltd. The main drafters of this standard: Li Xijun, Chen Hua, Sheng Fei, Fu Binyou, Wang Qinzhi, Zhou Ji, Guo Hongtao, Cao Lili, Zhang Shengchun, Zhang Xiaodan, Wen Lifeng, Le Wei, Liang Qiaoling, Zhang Bojian, Dong Tao, Tan Ping, Liu Xiaoyin, Yao Xin, Li Kewei1
GB/T27400—2020
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With the rise and globalization of the service economy, people are increasingly eager to judge whether services meet their needs and expectations. Usually, the service industry provides and implements evaluation activities based on the resources, processes and capabilities of service organizations; social organizations provide and implement satisfaction evaluation activities based on the subjective feelings of customers. These evaluation activities have alleviated customers' concerns about the services they receive to a certain extent. However, services are the result of the interaction between service providers and customer experience. In order to meet customer needs and expectations, service providers establish service characteristics through service design, provide and deliver services in customer experience, and enable customers to experience service characteristics. In essence, it shows that whether customer needs and expectations are met depends on the degree to which service characteristics are realized. As a result, service certification came into being. Based on service characteristic evaluation and service management review, it not only objectively evaluates customer experience results, but also objectively evaluates the degree to which service providers have the ability to continuously meet customer needs. GB/T27065 "Requirements for Certification Bodies for Conformity Assessment Products, Processes and Services" provides general certification requirements, but there are typical differences between service certification and product certification. These differences come from, for example: services are usually intangible, and products are usually tangible; a)
b) services require contact between service providers and customers; the formation and delivery of services often occur at the same time, and product production and delivery are usually in different distinguishable stages; c)
The success of a service is related to customer interaction, and the results of the service are subject to the interaction between the service provider and the customer, that is, the same service, d)
, will affect the success of the service due to different customers. This standard takes service characteristics as the core, is based on the functional method of conformity assessment, focuses on customer needs and expectations, takes customer experience results or performance as the goal, and provides the relevant technologies required for service certification, aiming to alleviate the information symmetry problem between service providers and customer feelings and their interests, establish and enhance the good reputation and brand image of service providers, improve service capabilities, enhance the ease of use of services and the trust of society in the service industry, and promote the normal and orderly development of the standardized service industry. This standard provides technical support for the establishment of service certification systems, specifications and standards, builds confidence for customers, regulators, service providers and users and other stakeholders that specific services meet the specified requirements, and provides customers, service providers and society with certification results with comparable service levels, which helps to break through technical barriers to international trade and ensure that service certification can promote market access, fair competition and consumer recognition in service trade at the national, regional and global levels. I
1Scope
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Conformity Assessment
General Technical Rules for Service Certification
GB/T27400—2020
This standard specifies the general technology for service certification, including technical principles for service certification and requirements for service certification technology. This standard applies to third-party conformity assessment activities for specific services, and can be used as a reference for first-party and second-party conformity assessment activities. 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 any undated referenced documents, the latest version (including all amendments) applies to this document GB/T24421.2—2009
GB/T27000—2006
GB/T270652015
GB/T27067—2017
GB/T27205—2019
Terms and Definitions
Guidelines for Standardization of Service Industry Organizations Part 2: Vocabulary and General Terms for Conformity Assessment of Standard Systems Principles for use (ISO/IEC 17000:2004, IDT) Requirements for bodies certifying products, processes and services for conformity assessment (ISO/IEC 17065:2012.IDT) Conformity assessment
Fundamentals of product certification and guidance on product certification schemes (ISO/IEC 17067:2013, IDT) Conformity assessment
Guidance and examples for service certification schemes
The following terms and definitions defined in GB/T 27000-2006 and the following apply to this document. 3.1
service
Output of a service provider in which at least one activity is necessarily carried out between the service provider and the customer. NOTE 1 Typically, the main elements of a service are intangible. NOTE 2 Typically, a service involves activities at the interface with the customer and may involve establishing an ongoing relationship with the customer in addition to determining the customer's requirements in order to provide the service, such as services provided by a bank, accounting firm or public organization (such as a school or hospital). Note 3: The provision of services may involve, for example: Activities performed on a tangible product provided by a customer (e.g. a car that needs repairs). Activities performed on an intangible product provided by a customer (e.g. a profit and loss statement required to prepare a tax return). The delivery of an intangible product (e.g. the provision of information for knowledge transfer). The creation of an atmosphere for customers (e.g. in hotels and restaurants): Note 4: Typically, services are experienced by customers.
Note 5: Rewrite GB/T 19000—2016, define 3.7.73.2
Service provider
serviceprovider
The entity that provides service activities.
Note: An entity can be an organization or an individual.
［GB/T24620—2009.Definition 3.3]
Customer service
customerservicebzxZ.net
The interaction between the service provider and the customer during the entire service provision phase GB/T27400—2020
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Note: Rewrite GB/T24620—2009.Definition 3.11. 3.4
characteristic
distinguishing characteristics.
NOTE 1: A characteristic can be inherent or imparted. NOTE 2: A characteristic can be qualitative or quantitative. NOTE 3: There are various categories of characteristics, such as:
a) physical (e.g. mechanical, electrical, chemical or biological characteristics); b) sensory (e.g. smell, touch, taste, vision, hearing); e) behavioral (e.g. politeness, honesty, integrity); temporal (e.g. punctuality, reliability, availability, continuity); d)
ergonomic (e.g. physiological characteristics or characteristics related to personal safety); functional (e.g. maximum speed of an aircraft). [GB/T19000—2016, definition 3.10.1] 3.5
service characteristic
servicecharacteristic
a distinguishing characteristic or set of distinguishing characteristics of a service (3.3) experienced by a customer, usually intangible. Note 1: Service characteristics can be proposed from the aspects of functionality, sensory, behavioral, temporal, ergonomics, etc. Note 2: Service characteristics can be qualitative or quantitative. 3.6
servicemanagement
Service management
The activities of directing, coordinating and controlling the process of contact with customers by the service provider in order to achieve specific goals. 3.7
evaluation
The combination of selection and determination functions in conformity assessment. Note: The conformity assessment function method given in Appendix A of GB/T27000-2006 consists of three functions in an orderly manner, namely: \selection (sampling)\\determination" and \review and certification (determination)", among which the determination function includes but is not limited to measurement, inspection, testing and auditing activities. [GB/T27065-2015. Definition 3.3]
Service certification
service certification
The third-party certification that the service provider's services and management meet the requirements. 3.9
service certification techniquesService certification techniques
Common methods and principles related to conformity assessment activities and their results in the service certification evaluation process. 3.10
Service certification scheme
service certification scheme
A certification system that applies the same requirements, rules and procedures to specific services. Note: Rewrite GB/T27067-2017. Definition 3.2. 3.11
reliability
Under certain conditions, the consistency and stability of the measurement results obtained when multiple measurements are made, [GB/T19038-2009. Definition 3.13]
validity
The degree to which the measuring tool or means can correctly measure the true situation of the measured object, 4
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[GB/T19038-2009. Definition 3.14]
Technical principles for service certification
Service certification It should be in accordance with the relevant requirements of GB/T27065-2015 and GB/T27067-2017 4.1
GB/T27400-2020
4.2 The service certification evaluation should implement the functional approach of conformity assessment given in Appendix A of GB/T27000-2006, and take into account the following factors: a) basic characteristics of services such as intangibility, simultaneity, non-storage and heterogeneity; b) classification of service certification business scope and risk level; c) service provision and delivery and customer experience requirements 4.3 Service certification technology should focus on the service characteristics of customer experience to ensure the reasonable selection and objective evaluation of the reliability and credibility of specific service certification results.
Service certification technology
5.1 General
5.1.1Service certification technology should provide common technologies related to the functions of selection, determination, review and certification, specifically: Certification scope definition related to the selection function; Certification criteria selection, certification model selection and application certification evaluation arrangement and experience program planning related to the determination function; Certification document use and annotation methods related to the review and certification functions 5.1.2Service certification technology should provide common technologies related to conformity assessment activities and results, such as: - Methods and principles for establishing certification schemes; - Methods for suspending, canceling and revoking certification. 5.2 Certification scope definition
5.2.1The service certification scope should describe the service name, service provider, main contact processes and key service characteristics, and determine the service location (including physical location or non-physical location, such as website) when feasible. 5.2.2 The scope of service certification shall be proposed by the applicant, and the certification body shall define it according to the classification of service certification business scope, specific service categories, service products, projects and (or) functions. 5.3 Selection of certification criteria
5.3.1 The service certification criteria shall consist of two parts: service requirements and management requirements. 5.3.2 Service requirements shall:
a) describe the service characteristics given in the service blueprint; b) meet the requirements of 7.2 in GB/T24421.2-2009; c) be three measurable.
Management requirements should:
Cover the service provision and delivery process, including service design when applicable; b) Meet the requirements of 7.3~7.6 in GB/T24421.2-2009, including general management requirements (such as GB/T19001, GB/T22000) and specific management requirements c
Certification model selection and application
5.4.1 The selection of certification model should take into account the characteristics of service requirements and management requirements, including but not limited to: a) Service feature inspection, including public and mystery customer (unannounced visits); GB/T27400—2020
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Service feature inspection, including public and mystery customer (unannounced visits); b)
Customer survey;
Service footprint assessment;
Service capability confirmation or verification;
Service design review;
Service management review.
Note: Optional certification modes are given in 5.5 of GB/T27205-2019. 5.4.2
The selection of certification mode should take into account the service format, contact method, service characteristics, service provision and delivery process and its risk status. 5.4.3 The selection and application of certification mode should follow the following principles: a) Consider the complete certification cycle, including the needs of initial/recertification and continuous supervision and evaluation activities; b) The selection and determination in initial/recertification should cover the complete service characteristics, service provision and delivery process; C) The supervision and certification activities within a certification cycle cover the complete service characteristics, service provision and delivery process. The selection and application of certification mode shall comply with the requirements of Chapter 6 of GB/T27205-2019. 5.5
Certification Evaluation Arrangements
5.5.1 The service certification evaluation shall be organized and a certification review team shall be appointed according to the certification scheme, including but not limited to: a) Considering the professional reviewers and non-professional reviewers in the certification field to form a certification review team to implement the certification evaluation work; b) Service certification evaluation includes service management review (service design review when applicable) and service feature evaluation. Customer survey, service footprint evaluation and other methods shall be adopted when necessary;
c) Public evaluation of service features shall be undertaken by professional reviewers, with the help of facilities and equipment when necessary. 5.5.2 Service certification should arrange evaluation activities according to the service certification plan, combined with specific service characteristics and its service provision and delivery, as well as the evaluation workload required for experience samples, experience methods, etc. 5.5.3 Service certification evaluation should implement selection activities according to the arrangement of the service certification plan, including: sampling plan and technology. If sampling is implemented, the sampling can have significant statistical characteristics or not. The key is to achieve the certification objectives. 5.5.4 Service certification evaluation should implement determination activities according to the arrangement of the service certification plan. Measurable methods should be adopted, including service management audit and service characteristic evaluation. Usually:
a) Service management audit aims to confirm the ability of specific service provision and delivery activities to continuously meet and comply with service certification criteria, and its results are output in the form of service management audit report; service characteristic evaluation aims to confirm the degree to which service characteristics meet and comply with service certification criteria. Reliability and validity calibration techniques can be used to ensure its reliability and credibility. The results are output in the form of service characteristic evaluation report. 5.5.5 The handling of non-conformities or unqualified matters involved in the service certification evaluation should include: a) any issues found in the service management audit that may be judged as unqualified shall be notified to the applicant in the form of an unqualified item report; and the applicant shall be required to take measures within the specified period. After verification that the requirements are met, the service characteristic evaluation can be implemented; b) any issues found in the service characteristic evaluation that may be judged as unqualified shall be notified to the applicant in the evaluation result report and other appropriate means. When necessary, resampling and re-implementation of the service characteristic evaluation shall be considered, or the certification shall be terminated. 5.6 Experience program planning
5.6.1 Service certification shall specify the experience method or program of service characteristics, including but not limited to: a) using mystery customers;
b) using visits, surveys and (or) enjoying services. 5.6.2 Service characteristic evaluation shall be carried out after the successful completion of the service management audit, usually: a) within 3 months for initial certification or recertification; b) within 2 months for supervisory evaluation within a complete certification cycle. 4
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GB/T27400—2020
5.6.3 The service feature experience plan should provide a response plan or method for matters that may cause concern or risk conditions. 5.7 Methods for using and marking certification documents
5.7.1 Service certification documents should meet the relevant requirements of 7.7 in GB/T270652015. 5.7.2 The design of service certification documents should be targeted at the characteristics of service certification, and specify their use and marking methods. 5.7.3 Service certification documents can be in the form of text, pattern, or logo. The carrier of service certification documents can be in any applicable form, such as paper or electronic.
5.7.4 The release of service certification documents shall be after all evaluation activities have been satisfactorily completed, including publicity activities when feasible, that is, the publicity period has ended, no major customer complaints have occurred, all customer feedback information has been satisfactorily resolved, and the certification decision has been approved. 5.7.5 When unauthorized use, misuse or misleading use of service certification documents is discovered, action should be taken, including legal action or corrective measures, until all foreseeable risks are eliminated. 5.8 Methods and principles for establishing certification schemes
Service certification schemes are generally divided into general description schemes and special description schemes. 5.8.1
5.8.2 The general description of the service certification scheme shall comply with the provisions of 6.5.1 of GB/T27067-2017. 5.8.3 The certification scheme for a specially described service shall include, but not be limited to, the following: a) Scope of certification;
Certification criteria;
Applicable laws, regulations and other requirements;
Certification evaluation workload and professional competence requirements and configuration, as well as the establishment of a certification review team; d)
Certification modes and their combinations;
Selection;
Determination;
Review;
Public notice period (where feasible);
Certification documents and markings (such as logos, marks, certificates); k) Supervision.
5.8.4 Where feasible, the certification scheme for a specially described service should provide for a public notice period after the "review" stage of initial certification. Methods for suspension, cancellation and revocation of certification
The suspension, cancellation and revocation of service certification shall meet the relevant requirements of 7.11 of GB/T27065-2015. 5.9.2 The circumstances in which the certification is suspended during its validity period are usually as follows: a) The monitoring results do not meet the certification criteria, but their nature does not belong to the situation that requires immediate revocation; b) Improper use of certification documents, and no appropriate measures are taken to resolve them after discovery; c) Violation of the certification scheme or procedure requirements of the certification body; d) Specific services have not been provided to customers for a period of time. After negotiation between the two parties, it can be suspended. 5.9.3 The conditions for cancelling the suspension of certification shall be specified. 5.9.4 The service certification client shall be formally notified of the suspension of certification in an effective manner, such as email. 5.9.5 After the certification suspension period ends, it shall be investigated whether the prescribed conditions for the restoration of the certification license have been met. Once the conditions have been met, the service certification client shall be formally notified in an effective manner. 5.9.6 The circumstances under which the certification is revoked during the validity period are usually as follows: a) The supervision results do not meet the certification criteria, the nature is serious, and immediate revocation is required; b) Any violation of the license agreement or certification requirements occurs; 5
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During the suspension period, no effective measures are taken: d) Failure to fulfill the financial settlement responsibilities that should be borne. 5.9.7 The service certification client should be formally notified of the revocation of the certification in an effective manner, such as by email, and it should be allowed to file an appeal during the period. 5.9.8
Provisions should be made for the reception and handling of appeals, and appeals should be treated fairly, and whether to maintain the revocation of certification should be decided depending on the nature of the situation. []
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References
GB/T156242011
GB/T24620—2009
GB/T27020—2016
Guidelines for service standardization
Guidelines for the formulation of service standardsConsidering consumer needsConformity assessmentOperation requirements for various types of inspection agenciesGB/T27025
General requirements for the competence of testing and calibration laboratoriesGB/T270282008
Conformity assessment
Guidelines for the application of third-party product certification systems
GB/T27400—20202 The circumstances under which the certification is suspended during its validity period are usually as follows: a) The monitoring results do not meet the certification criteria, but their nature does not require immediate revocation; b) Improper use of certification documents, and failure to take appropriate measures to resolve the issue after discovery; c) Violation of the certification scheme or procedure requirements of the certification body; d) Specific services have not been provided to customers for a period of time. Suspension may be allowed after consultation between the two parties. 5.9.3 The conditions for cancelling the suspension of certification should be specified. 5.9.4 The service certification client should be formally notified of the suspension of certification in an effective manner, such as by email. 5.9.5 After the certification suspension period ends, it should be investigated whether the prescribed conditions for reinstating the certification license have been met. Once the conditions have been met, the service certification client should be formally notified in an effective manner. 5.9.6 The circumstances under which the certification is revoked during the validity period are usually as follows: a) The supervision results do not meet the certification criteria, the nature is serious, and immediate revocation is required; b) Any violation of the license agreement or certification requirements occurs; 5
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During the suspension period, no effective measures are taken: d) Failure to fulfill the financial settlement responsibilities that should be borne. 5.9.7 The service certification client should be formally notified of the revocation of the certification in an effective manner, such as by email, and it should be allowed to file an appeal during the period. 5.9.8
Provisions should be made for the reception and handling of appeals, and appeals should be treated fairly, and whether to maintain the revocation of certification should be decided depending on the nature of the situation. []
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References
GB/T156242011
GB/T24620—2009
GB/T27020—2016
Guidelines for service standardization
Guidelines for the formulation of service standardsConsidering consumer needsConformity assessmentOperation requirements for various types of inspection agenciesGB/T27025
General requirements for the competence of testing and calibration laboratoriesGB/T270282008
Conformity assessment
Guidelines for the application of third-party product certification systems
GB/T27400—20202 The circumstances under which the certification is suspended during its validity period are usually as follows: a) The monitoring results do not meet the certification criteria, but their nature does not require immediate revocation; b) Improper use of certification documents, and failure to take appropriate measures to resolve the issue after discovery; c) Violation of the certification scheme or procedure requirements of the certification body; d) Specific services have not been provided to customers for a period of time. Suspension may be allowed after consultation between the two parties. 5.9.3 The conditions for cancelling the suspension of certification should be specified. 5.9.4 The service certification client should be formally notified of the suspension of certification in an effective manner, such as by email. 5.9.5 After the certification suspension period ends, it should be investigated whether the prescribed conditions for reinstating the certification license have been met. Once the conditions have been met, the service certification client should be formally notified in an effective manner. 5.9.6 The circumstances under which the certification is revoked during the validity period are usually as follows: a) The supervision results do not meet the certification criteria, the nature is serious, and immediate revocation is required; b) Any violation of the license agreement or certification requirements occurs; 5
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During the suspension period, no effective measures are taken: d) Failure to fulfill the financial settlement responsibilities that should be borne. 5.9.7 The service certification client should be formally notified of the revocation of the certification in an effective manner, such as by email, and it should be allowed to file an appeal during the period. 5.9.8
Provisions should be made for the reception and handling of appeals, and appeals should be treated fairly, and whether to maintain the revocation of certification should be decided depending on the nature of the situation. []
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References
GB/T156242011
GB/T24620—2009
GB/T27020—2016
Guidelines for service standardization
Guidelines for the formulation of service standardsConsidering consumer needsConformity assessmentOperation requirements for various types of inspection agenciesGB/T27025
General requirements for the competence of testing and calibration laboratoriesGB/T270282008
Conformity assessment
Guidelines for the application of third-party product certification systems
GB/T27400—2020
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