Guidelines for the implementation of the quality management system of cultural service—Part 5:Audio-video products and electronic publications reproductions
Some standard content:
ICS 03.080.01
National Standard of the People's Republic of China
GB/T 28227.5—2011
Guidelines for the implementation of the quality management system of cultural service-Part 5 : Audio-video products and electronic publications reproductions2011-12-30Issued
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of ChinaAdministration of Standardization of the People's Republic of China
2012-05-01Implementation
Normative references
Terms and definitions
Quality management systembzxz.net
Management responsibilities
Resource management
Service realization
Measurement, analysis and improvement·
References
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GB/T 28227.5—2011
GB/T28227 "Guidelines for the Implementation of the Quality Management System for Cultural Services" is divided into seven parts: Part 1: General Principles Part 2: Indoor Museums 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: Theaters This part is Part 5 of GB/T28227. This part is under the jurisdiction of the National Technical Committee for Service Standardization (SAC/TC264). GB/T 28227.5—2011
This part was drafted by: China National Institute of Standardization, China Social and Cultural Development Foundation, China Quality Association Quality Assurance Center, China Certification and Accreditation Association, China National Accreditation Service for Conformity Assessment, Fangyuan Mark Certification Group Co., Ltd., and China Export Commodity Packaging Research Institute. The main drafters of this part: Cao Lili, Liu Bing, Deng Zhenfei, Luo Hongtao, Ren Liqiang, Zhao Zongbo, Chen Zhitian, Yang Ming, Li Renliang, Zhou Xiangmei, Li Jianhua, Wang Shichuan, Yan.
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1 Scope
Guidelines for the implementation of the quality management system for cultural services Part 5: Reproduction of audio-visual and electronic publications GB/T 28227.52011
This part of GB/T 28227 provides guidelines for the implementation of the quality management system for the reproduction of audio-visual and electronic publications, and specifies the general requirements and delivery requirements, management responsibilities, resource management, service realization, and measurement, analysis and improvement of its quality management system. This part applies to the reproduction of audio-visual and electronic publications. 2 Normative references
The following documents are indispensable for the application of this document. For all dated referenced documents, only the dated version applies to this document. For any undated referenced document, the latest version (including all compensation and modification orders) shall apply to this document. GB/T19000 Quality Management System Fundamentals and Technical Specifications (ISO9000:2005, IDT) GR/T19001 Quality Management System Requirements (IS09001:2008, IDT) GB/T28227.1 Guidelines for the Implementation of Cultural Service Quality Management System: Part 1: General GB/T28227.4 Guidelines for the Implementation of Cultural Service Quality Management System: Part 4: Sales and Rental of Audiovisual Products 3 Terms and Definitions
GR/T19000, GB/T28227, 1, GB/T28227.4 and the following terms and definitions apply to this part. 3.1
Electronic publications are mass media that edit and process text, audio, and video information in digital code and store them on magnetic, optical, and electrical media in a fixed form of logistics, and are read and used by computers or other devices with similar functions to express ideas, spread information, popularize knowledge, accumulate culture, and enrich life.
Duplication
The process of making a sub-plate from a master plate.
4 Quality Management System
4.1 General Requirements
When establishing a service quality management system in accordance with GB/T 19001, the audio-visual and electronic publication reproduction organization shall document, implement and maintain the provisions of this part, and continuously improve its effectiveness, including: a) Determine the processes required for the audio-visual and electronic publication reproduction management system and their application throughout the organization; b) Determine the sequence and mutual role of these processes and determine the service flow; Determine the necessary criteria and methods to ensure the effective operation and control of these processes; d) Ensure that the necessary resources and information are available to support the operation of these processes and monitor and measure them; 1
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e) Implement necessary measures according to the characteristics of the service to achieve the planned results of these processes and continuously improve these processes. When establishing a quality management system for audio-visual and electronic publication reproduction, outsourced processes that affect the quality of products and services should be identified to ensure the control of these processes. The type and extent of control over such outsourced processes should be specified in the quality management system. Note: "Outsourced processes" are processes selected by the organization and implemented by external parties for the needs of the quality management system. For example, the outer packaging of CDs is usually also printed on the CD copy factory. The CD copy factory will entrust the packaging box professional factory to do the printing. This process can be regarded as an outsourced process. The organization ensures control over outsourced processes, which does not relieve it of its responsibility to meet all customer and legal requirements. The type and extent of control over outsourced processes may be affected by factors such as: a) the impact of the outsourced process on the organization's ability to provide products that meet the requirements; b) the degree of sharing of control over the outsourced process; e) the ability to achieve the required control by applying 7.4. 4.2 Document requirements
4.2.1. General provisions
According to the provisions of GB/T 19001 and this part, the quality management system documents of audio-visual and electronic publication reproduction organizations should include a) the documented quality policy and quality standards of the audio-visual and electronic publication reproduction organization, 6) the quality manual of the audio-visual and electronic publication reproduction organization, including the details deleted from B001 and the description of the interaction between the reasonable performance processes;
c) the documented procedures required by this part, d) the documents required to ensure the effective planning, operation and control of the audio-visual and electronic publication reproduction process, and e) the records required by this part.
4.2.2 Document Control
A documented procedure shall be established to control the quality management system documents of the audiovisual and electronic publication reproduction organization, including: a) approval of documents before they are issued to ensure that they are adequate and appropriate; b) review and update documents when necessary, and re-approval; c) ensuring that changes to documents and the current revision status are identified; d) ensuring that relevant versions of applicable documents are available at the point of use; e) 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; g
4.2.3 Record Control
Records shall be established and maintained to provide evidence of compliance with requirements and the effective operation of the quality management system of the audiovisual and electronic publication reproduction organization. Records shall be kept clear, easily identifiable and retrievable. A documented procedure shall be established to specify the control of the identification, storage, protection, retrieval, retention period and disposal of records.
5 Management Responsibilities
5. 1 Management Commitment
The top management of the audiovisual and electronic publication reproduction organization shall provide evidence of its commitment to establish, implement and continually improve the effectiveness of the audiovisual and electronic publication reproduction quality management system through the following activities: a) Communicate to the organization the importance of meeting customer and legal, regulatory, policy and standard requirements b) Formulate a quality policy:
c) Determine quality objectives, such as the quality of master discs, the quality of discs and the specific quality targets for the reproduction process; 2
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d) Conduct management review. Based on the operation of the audiovisual and electronic publication reproduction quality management system, the top management shall conduct management review at prescribed time intervals:
e) Ensure the availability of resources. The resources required for the audiovisual and electronic publication reproduction quality management system shall be ensured. 5.2 Customer Focus
The top management of the audiovisual and electronic publication reproduction organization shall ensure that customer requirements are determined and met with the goal of enhancing customer satisfaction. Special attention shall be paid to laws and regulations, religious beliefs, national customs and habits, etc. 5.3 Quality Policy
The top management of the audiovisual and electronic publication reproduction organization shall ensure that the quality policy: a) is consistent with the service purpose and mission of the audiovisual and electronic publication reproduction organization; b) includes a commitment to meet audiovisual and electronic publication reproduction requirements and continuously improve the effectiveness of the quality management system; d) complies with laws, regulations and other requirements related to audiovisual and electronic publication reproduction! d) provides a framework for setting and reviewing quality objectives; d) is communicated and understood within the organization and its meaning is understood by each employee through publicity and training; and its continued suitability is reviewed during internal audits and management evaluations for continuous improvement. 5.4 Planning
5.4.1 Quality objectives
The top management of the audiovisual and electronic reproduction organization shall ensure that quality objectives are established at relevant functions and levels and include those necessary to meet the basic quality requirements for audiovisual and electronic reproduction products and services. Quality objectives shall be measurable and consistent with the quality policy.
5.4.2 Planning of the quality management system for audiovisual and electronic reproduction The top management of the audiovisual and electronic reproduction organization shall ensure that: a) the audiovisual and electronic reproduction quality management system is planned to meet the quality objectives and the general requirements of the audiovisual and electronic reproduction quality management system (4.1); and b) the integrity of the quality management system is maintained when changes are made to the audiovisual and electronic reproduction quality management system.
5.5 Responsibilities, authorities and communication
5.5.1 Responsibilities and authorities
The top management of the audiovisual and electronic reproduction organization shall ensure that responsibilities and authorities are defined and communicated within the organization. 5.5.2 Quality Management System Management Representative
The top management shall designate a management representative within the organization's management, regardless of the other responsibilities of this member, who shall have the following responsibilities and authorities:
) Ensure that the processes required for the audiovisual and electronic publication reproduction quality management system are established, implemented and maintained; b) Report to the top management of the audiovisual and electronic publication reproduction organization on the effectiveness of the audiovisual and electronic publication reproduction quality management system and the need for improvement;
c) Ensure that all employees of the audiovisual and electronic publication reproduction organization provide customers with the necessary information; d) Be responsible for external liaison matters related to the audiovisual and electronic publication reproduction quality management system. 3
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5.5.3 Internal Communication
The top management of the audiovisual and electronic publication reproduction organization shall ensure that appropriate communication processes are established and that communication on the effectiveness of the quality management system takes place.
5. 6 Management review
5. 6.1 General
The top management of the audiovisual and electronic reproduction organization shall review the quality management system at planned intervals to ensure its continuing suitability, adequacy and effectiveness. The review shall include an assessment of the possibility of improvement and the need for changes to the audiovisual and electronic reproduction quality management system, including the quality policy and quality objectives of the audiovisual and electronic reproduction organization. Records of management reviews shall be maintained.
5. 6.2 Review inputs
The inputs to management reviews shall include information on: a) audit results;
) customer feedback;
the performance of the audiovisual and electronic reproduction quality management process and product conformity; d) the status of preventive and corrective actions;
follow-up actions from previous management reviews;
changes that may affect the audiovisual and electronic reproduction quality management system; f) suggestions for policy improvements.
Review output
The output of the management review should include any decisions and actions related to: a) Improvement of the effectiveness of the audiovisual and electronic reproduction quality management system processes; b) Product improvements related to customer requirements; Resource requirements of the audiovisual and electronic reproduction quality management system. 6 Resource management
6.1 Resource provision
The audiovisual and electronic reproduction organization shall determine the resources needed to provide the following: a) Implement, maintain and continually improve the effectiveness of the audiovisual and electronic reproduction organization's services; b) Meet customer requirements and enhance customer satisfaction. 6.2 Human Resources Based on appropriate education, training, skills and experience, personnel engaged in the reproduction of audio-visual and electronic publications should be competent for the job requirements. The audio-visual and electronic publication reproduction organization shall: a) determine the necessary capabilities and qualifications of personnel engaged in the reproduction of audio-visual and electronic publications, for example, the operators of the photolithography and electroforming processes in the mastering department and the on-duty engineers, editors, producers, inspectors and other related positions in the optical disc production department should meet the capability requirements of the relevant positions; b) provide training or take other measures to acquire the required capabilities; c) clarify the awareness and professional ethics of all personnel engaged in service work and establish a service concept; d) evaluate the effectiveness of education and training; c) keep appropriate records of education, training, skills and experience. 6.3 Infrastructure
GB/T 28227.5—2011
In order to ensure the quality of audio-visual and electronic publications duplication services, the necessary facilities should be identified, provided and maintained to ensure that the process equipment and supporting service equipment and facilities are in a controlled state: Process equipment: such as master disc recording equipment, disc duplication equipment and packaging equipment, etc., to ensure that the process equipment has good performance and works in a stable and normal state; b) Support service facilities: such as the control system, water and electricity supply system, fire alarm system, etc., should be regularly inspected and maintained. 6.4 Working environment
The organization should ensure the working environment during the master disc production and optical disc duplication process, and put forward corresponding requirements for personnel entering the operation site, including the management of the factory building, doors and windows and other infrastructure, and formulate specific requirements to ensure that the audio-visual and electronic publications duplication products meet the requirements. 6.5 Safety
The audio-visual and electronic publication reproduction organization shall formulate and implement corresponding measures to ensure the safety of personnel. For example, fire-fighting facilities, emergency lights, safety monitoring equipment, emergency evacuation signs and keep emergency evacuation passages unobstructed. 7 Service Implementation
7.1 Service Implementation Planning
When planning the processes required for audio-visual and electronic publication reproduction, the planning should be consistent with the general requirements of the audio-visual and electronic publication reproduction quality management system and confirm the following requirements:
) Identify and determine the quality standards and requirements for the characteristics of audio-visual and electronic publication reproduction products; b) Determine the processes for audio-visual and electronic publication reproduction, 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; c) Determine the verification, confirmation, monitoring and testing rules required for audio-visual and electronic publication reproduction; d) Establish the records required to prove that the audio-visual and electronic publication reproduction processes and basic results meet the requirements. For audio-visual and electronic publishing reproduction processes, planning outputs may be achieved in a manner consistent with or based on this standard. When planning projects, contracts or processes with specific requirements, a quality plan or specific management procedure is required to identify the responsibilities, interfaces, processes, resources and required documents.
7.2 Customer-related processes
7.2.1 Determination of service-related requirements
The organization shall determine:
Requirements specified by the customer, including requirements for delivery and post-delivery activities; b) Requirements necessary for the specified use or known intended use, although not stated by the customer; statutory and regulatory requirements applicable to the product;
d) Any additional requirements considered necessary by the organization. NOTE: Post-delivery activities include measures required by warranty terms, contractual obligations (e.g., continued care services), additional services (e.g., recycling or recycling), etc. 5
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7.2.2 Review of service-related requirements
The organization shall review the requirements related to the product. The review shall be conducted before the organization makes a commitment to provide services to the customer (e.g., submitting a tender, accepting a contract or order, and accepting changes to a contract or order), and shall ensure that: the service requirements have been specified;
b) the requirements of the contract or order that are inconsistent with previous statements have been resolved; and e) the organization has the ability to meet the specified requirements. 7.2.3 Communication with customers
The organization shall determine and implement effective arrangements for communicating with customers in the following areas: service-related information;
b) handling of inquiries, contracts or orders, including their modifications;
c) customer feedback, including customer complaints.
7.3 Design and development control of service processes
Planning of design and development
The planning and development of audio-visual and electronic publication reproduction processes is to control and manage the design and development of new products. The planning should clarify the development content, responsibilities and authorities, progress, quality requirements and service specifications of the new project, and stipulate the requirements for review, verification and confirmation activities to ensure that the new project meets the specified requirements and form a "new project development plan". 7.3.2 Planning and input
When developing a new project, the relevant inputs of the project should be determined: a) market and customer demand for audio-visual and electronic publication reproduction; b) quality standards of services; c) environmental protection, safety and health requirements; d) national laws and regulations and standards; d) other information and requirements.
Design inputs should be reviewed to ensure the suitability and adequacy of the inputs. The requirements put forward should be complete and clear, and the review results of the inputs should be recorded.
7.3.3 Output of design and development
The output of design and development should meet the following requirements:
a) meet the requirements of the design and development personnel;
b) provide information on the requirements for adding new equipment and other resource requirements;
c) safety and environmental requirements of the product production process, standard requirements of services, etc.;
d) product specifications, service quality control specifications;7.3.4 Development review and verification
After the new product implementation plan is formed, relevant personnel should be organized to conduct a review. The review content includes: whether it meets the requirements of the personnel, whether it is complete, whether the plan is feasible, and whether the resources can be met. After the review is completed, the new project implementation plan should be improved and completed based on the review opinions. The purpose of verification is to ensure that the new project can be implemented smoothly and achieve the expected purpose. Verification can be carried out by consulting customers, trial operation, and comparison with similar products.
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7.3.5 Development Confirmation
CB/T 28227.5—2011
The confirmation of new project development can be carried out in the form of appraisal meeting or customer satisfaction survey. When the confirmation results meet the requirements, the new project development plan can be formally implemented after approval by relevant leaders. 7.3.6 Development Changes
During the implementation process, if there are design incompatibilities, implementation difficulties or changes in customer requirements, 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 can be carried out. 7.4 Procurement
7.4.1 Procurement Process
The organization should classify these raw materials and materials according to the types of disc base materials, aluminum targets or other metal materials for sputtering reflective layers, protective paints, inks for printing label discs, packaging boxes and other materials involved in the reproduction and processing of audio-visual and electronic publications and their impact on the quality of the discs. The evaluation of raw material suppliers and the evaluation criteria should include: a) the legal status of the supplier (business license); b) production and service capabilities (production equipment, production facilities, inspection equipment technicians, management personnel, etc.); quality management system:
d) timeliness of supply (distance from the organization, transportation convenience) and other requirements. Suppliers should be selected and evaluated, including supplier capability evaluation and, if necessary, environmental behavior evaluation, to determine the selection and evaluation rules, procedures and control requirements, and select qualified suppliers. Regular comprehensive evaluations should be conducted on suppliers included in the "qualified supplier list" to confirm the list of continuously qualified suppliers.
7. 4. 2 Procurement information
Procurement information should describe the products to be purchased, including: a) supplier situation investigation and various qualification certificates of the supplier; b) product identification reports when necessary. 7.4.3 Verification of purchased products
The purchased products should be verified.
The verification content should comply with the requirements specified in 7.4.2. 7.4. 4 Control over outsourcing
Any outsourcing process that affects the quality of audio-visual and electronic publication reproduction should ensure that it is controlled and meets the specified requirements. 7.5 Service provision
7.5.1 Control of service provision process
7.5. 1. 1 CD replication process
The CD replication (including mastering) process has very high requirements for the cleanliness of the working environment. Requirements should be established for operators to wear work clothes, work clothes, shoe covers, etc. before entering the production site. 7
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7.5.1.2 Master disc production process
The data on the "master disc" with program information recorded on it provided by the customer should be tested to ensure the accuracy of the copied information. If errors are found in the "master disc", appropriate measures should be taken to deal with it.7.5.1.3 Copying process
7.5.1.3.1 Preparation before production
Before production, the copying authorization letter, program name, version number carrier form, processing data, etc. should be checked.7.5.1.3.2 CD production
When producing CDs, the following should be done:
a) When putting the master on the plate, check the appearance;
b) Check the quality of the sub-disc:
) If the carbonated cheese used as the base material of the CD in the injection molding process is mixed with impurities or water and heat in the air, it is easy to produce bubbles and other quality problems during the high-temperature melting process. In this case, corresponding raw material inspection standards should be formulated to control it. 1. During the injection molding process, dust particles attached to the surface of the master disc will affect the accuracy of the information copied to the disc. Therefore, in this link, the main factors affecting the quality of the product in the process, such as the cleanliness of the master disc surface, the operator, and the operation site, should be controlled; during the injection molding process, the parameters that affect the quality of the disc in this process, such as the heating temperature, the pressure of the screw and the cooling time, should be controlled; during the sputtering process, any impurities inside the aluminum target will cause the reflective layer of the disc to have "pinholes" or carbonization of impurities to cause black spots and other quality problems, so the cleanliness of the inside of the aluminum target should be controlled; during the dust production process, check the appearance of the disc to determine whether there are water marks or scratches on the surface of the disc. If there are continuous quality problems, the production line should be stopped in time, and the production equipment should be checked, adjusted or repaired. 2. During the printing handover, confirm the product name and check the product quantity. 7. 5. 1. 3. 3 Printing process
The printing process includes:
2) Copy handover: check the product name, the quantity of each batch: check the total quantity at the end of the big order; b) Pre-production control: confirm whether the customer's non-film meets the requirements; c) Make the screen: conduct a second review of the film; d) Printing preparation: copy handover, check the product name, the quantity of each batch; check the total quantity at the end of the big order; e) Pre-production control: confirm whether the customer's film meets the requirements; f) Make the screen: conduct a second review of the film; g) Printing Preparation: debug the machine and prepare for printing; h) Formal printing: test the quality of the first sub-disc: process inspection i) End of printing: check the number of discs.
7.5.1.3.4 Packaging process
The packaging process includes:
a) Handover with semi-finished products: check the name and quantity of semi-finished products; b) Control of packaging materials: check the specifications and quantity of anti-counterfeiting marks, color sealing paper, and packaging boxes; c) Quality control in the process: no missing or scratches on the surface of the disc; d) Finished product delivery quality discs are inserted in proportion to check the finished product. 7.5.2 Confirmation of the duplication process
GB/T 28227.5—2011
When the output of the process of providing audio-visual and electronic publication duplication services cannot be verified by subsequent monitoring or testing, so that problems only appear after the audio-visual and electronic publication duplication services are provided, the audio-visual and electronic publication duplication organization shall implement confirmation of any such process. Confirmation shall confirm the ability of these processes to achieve the planned results. The control of these processes is specified in the operating documents: including requirements for equipment, personnel, methods and records. When replacing the main copying equipment, the equipment needs to be technically inspected. When the equipment needs to adjust the technical parameters, the equipment management personnel should reconfirm the equipment.
7.5.3 Identification and traceability
The identification of the reproduction of images and electronic publications is divided into product identification and product status identification. All identification should comply with the provisions of the standard and should be clear and legible.
7.5.4 Customer property
Customer property includes the copy information and drawings provided by the customer. The protection of customer property should be specified in detail in the procedures. If the customer property is damaged or lost due to improper matching management, the customer should be notified in time and relevant records should be kept. 7.5.5. Protection of the system
Maintenance and care of audio-visual and electronic publication reproduction products shall be performed in accordance with relevant requirements. Management measures shall be formulated for the transportation, storage and custody of master or sub-discs to prevent loss, damage or illegal copying. 7.6 Control of monitoring and measuring devices
The monitoring and measuring equipment used in audio-visual and electronic publication reproduction involves both hardware and software. The monitoring and measuring equipment shall monitor the equipment maintenance process and the operation process of the monitoring and control equipment provided by the service. The control requirements to ensure its accuracy shall be clearly specified and calibrated in accordance with relevant regulations.
8 Measurement, analysis and improvement
B.1 General
The monitoring, measurement, analysis and improvement processes based on the following aspects shall be planned and implemented: a): Confirming the compliance of the service +
1) Ensuring the compliance of the audio-visual and electronic publication reproduction quality management system; C) Continuously improving the effectiveness of the audio-visual and electronic publication reproduction quality management system. 8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
Customer satisfaction is a measure of the effectiveness of the quality management system for audio-visual and electronic publication reproduction. Customer satisfaction is a subjective feeling formed by customers about the degree to which the service characteristics meet their requirements during the process of receiving audio-visual and electronic publication reproduction services. When collecting and analyzing customer satisfaction information, attention should be paid to the following aspects: a) Customers' subjective feelings are composed of three factors: service extension, value-added service, and brand service of audio-visual and electronic publication reproduction.
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