GB/T 19010-2021Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations (English PDF)
质量管理 顾客满意 组织行为规范指南
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Issued by
State Administration for Market Regulation, China National Standardization Administration
Level / Type
National · Recommended
Issue date
August 20, 2021
Implementation date
December 1, 2021
Scope
GB/T 19010-2021 is the English-translated version of 质量管理 顾客满意 组织行为规范指南.
GB/T 19010-2021 is the Chinese standard "Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations". Its scope clause reads: This document provides guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.
This document applies to specifications related to products and services, including the organization's commitments to customers for its behavior. These promises And the purpose of related regulations is to improve customer satisfaction.
Appendix A provides a brief example of the content of different organizations' specifications. Note. The terms "product" and "service" in this document refer to the output provided by the organization for customers or on customer requirements.
This document is applicable to organizations of all types, sizes, and offering different products and services, including designing customer satisfaction behaviors for other organizations.
For the normative organization. Appendix C specifically provides guidance for small businesses. This document applies to all customer satisfaction codes of conduct, especially for customers buying or using goods, assets or services for individuals or families.
Customer satisfaction code of conduct. This document does not specify the specific content of the customer satisfaction code of conduct, nor does it involve other types of code of conduct, such as organizations and employees, organizations Code of conduct in relation to the supplier. Its clauses include terms and definitions.
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Document preview — GB/T 19010-2021
National Standard of the People's Republic of China
- Classification
- A 00
Issued by: State Administration for Market Regulation, China National Standardization Administration
Contents
- Foreword
- Introduction
- 1 Scope
- 2 Normative references
- 3 Terms and definitions
- 4 Guiding Principle
- 4.1 General
- 4.2 Commitment
- 4.3 (Organizational) Competence
- 4.4 Transparency
- 4.5 Easy to obtain
- 4.6 Response
- 4.7 Complete information
- 4.8 Responsibility
- 4.9 Improvement
- 4.10 Confidentiality
- 4.11 The customer-focused approach
- 4.12 (Personnel) Competence
- 4.13 Timely
- 5 Normative framework
- 5.1 Organizational environment
- 5.2 Establishment
- 5.3 Integration
- 6 Planning, design and development
- 6.1 Determine the specification goal
- 6.2 Collecting and evaluating information
- 6.3 Obtaining and evaluating input from relevant parties
- 6.4 Formulating specifications
- 6.5 Development of performance indicators
- 6.6 Develop standardized procedures
- 6.7 Develop an internal and external communication plan
- 6.8 Determine required resources
- 7 Implementation
- 8 Maintain and improve
- 8.1 Information collection
- 8.2 Standardized performance evaluation
- 8.3 Evaluation of norms satisfaction
- 8.4 Review of norms and normative framework
- 8.5 Continuous improvement
- Appendix A (informative) A brief example of the content of different organization norms
- Appendix B (informative) The relationship between this document, GB/T 19012, GB/T 19013 and GB/T 19014
- Appendix C (Informative) Small Business Guide
- Appendix D (Informative) Convenience Guide
- Appendix E (Informative) Guidelines for Obtaining Input from Related Parties
- Appendix F (Informative) Normative Framework
- Appendix G (informative) Adopting guidelines provided by another organization
- Appendix H (Informative) Guidelines for Specification Development
- Appendix I (Informative) Communication Plan Development Guide
1 Scope
This document provides guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct.
This document applies to specifications related to products and services, including the organization's commitments to customers for its behavior. These promises
And the purpose of related regulations is to improve customer satisfaction. Appendix A provides a brief example of the content of different organizations' specifications.
Note. The terms "product" and "service" in this document refer to the output provided by the organization for customers or on customer requirements.
This document is applicable to organizations of all types, sizes, and offering different products and services, including designing customer satisfaction behaviors for other organizations.
For the normative organization. Appendix C specifically provides guidance for small businesses.
This document applies to all customer satisfaction codes of conduct, especially for customers buying or using goods, assets or services for individuals or families.
Customer satisfaction code of conduct.
This document does not specify the specific content of the customer satisfaction code of conduct, nor does it involve other types of code of conduct, such as organizations and employees, organizations
Code of conduct in relation to the supplier.
2 Normative references
The contents of the following documents constitute the indispensable clauses of this document through normative references in the text. Among them, dated quotations
Only the version corresponding to that date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to
This document.
GB/T 19000-2016 Quality Management System Fundamentals and Terminology (ISO 9000.2015, IDT)
3 Terms and definitions
The following terms and definitions defined in GB/T 19000 apply to this document.
The website of ISO and IEC 's standardized terminology database is.
3.1 Customer Satisfaction Code of Conduct
Specification code
The organization (3.9) makes promises and related regulations to customers (3.4) regarding its own behavior in order to improve customer satisfaction (3.5).
Note 1.Relevant regulations can include objectives, conditions, restrictions, contact information and complaint handling procedures.
Note 2.In this document, the term "standard" means "customer satisfaction code of conduct".
[Source. GB/T 19000-2016, 3.9.5, with amendments, adding the term "specification", revising Note 2]
3.2 Complainant
The individual, organization (3.9) or their representative who made the complaint (3.3).
GB/T 19017 | GB/T 19002 | GB/T 19000 | GB/T 19013 | GB/T 19011 | […]
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This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 44 pages — is available in the English PDF.
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