GB/T 19012-2019Quality management - Customer satisfaction - Guidelines for complaints handling in organizations (English PDF)

Foreword

This standard was drafted in accordance with the rules given in GB/T 1.1-2009.

This standard replaces GB/T 19012-2008 "Guidelines for the Handling of Complaints by Quality Management Customer Satisfaction Organizations".

Compared with GB/T 19012-2008, except for editorial changes, the main technical changes of this standard are as follows.

---The standard structure changes to ensure greater coordination among many different management system standards. This standard is managed according to ISO

The high-level structure of the system standard has adjusted the overall structure of the standard;

--- Highlight service, "product" becomes "product and service";

--- Emphasize "risk-based thinking" to support and improve the understanding and application of process methods;

---Guiding principles have been increased from 10 to 15, adding "commitment", "capacity", "transparency", "personal competence", and "timely".

The content has been modified;

--- "Organizational Environment", "Leadership and Commitment" and other corresponding contents have been added to the "Complaint Handling Framework";

--- An informative appendix has been added to illustrate the relationship between this standard and other related standards;

--- Modify the complaint handling record form.

The translation method used in this standard is equivalent to ISO 10002.2018 "Guidelines for Complaint Handling of Quality Management Customer Satisfaction Organizations".

The Chinese documents that have a consistent correspondence with the international documents cited in this standard are as follows.

---GB/T 19000-2016 Quality Management System Foundation and Terminology (ISO 9000.2015, IDT)

This standard was proposed and managed by the National Standardization Technical Committee for Quality Management and Quality Assurance (SAC/TC151).

Drafting organizations of this standard. China National Institute of Standardization, Shanghai Quality Association, China Quality Association, State Administration for Market Regulation

Inspection and Testing Department, China Southern Power Grid Co., Ltd., Shanghai International Airport Co., Ltd., China Quality Inspection Association, Naval Equipment Department

Inspection and Supervision Bureau, Tongwei Solar (Chengdu) Co., Ltd., Beijing Didi Infinite Technology Development Co., Ltd., Ningbo Fangtai Kitchenware Co., Ltd., Daquan

Group Co., Ltd., Shanghai Hill Enterprise Management Consulting Co., Ltd., China Certification Center Co., Ltd., Tianjin Huacheng Certification Co., Ltd.,

The Civil Aviation University of China, the 724th Research Institute of China Shipbuilding Industry Corporation, the Automotive Engineering Research Institute of Guangzhou Automobile Group Co., Ltd.

Comment) Technology Beijing Co., Ltd., Shantou Bo New Energy Holdings Development Co., Ltd., Binzhou Zhanhua District Metrology and Testing Institute.

Introduction

1 Scope

This standard provides guidelines for the handling of complaints related to products and services within the organization, including planning, design, development, operation, maintenance and

Improve the process. The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system.

Note. In this standard, the terms "product" and "service" refer to the output provided by the organization for customers or as required by customers.

This standard applies to organizations of various types, sizes and offering different products or services, as well as organizations in various industries. Appendix B

Special guides for small businesses are provided.

This standard focuses on the following aspects of complaint handling.

a) By creating an environment where customers are the focus of attention, accepting feedback (including complaints), resolving complaints received, and improving the organization

Improve its product and service capabilities, including customer service, to enhance customer satisfaction;

b) The top management fulfills its commitments through participation and provision and allocation of sufficient resources (including personnel training);

c) Identify and pay attention to the needs and expectations of the complainant;

d) Provide complainants with an open, effective and easy-to-use complaint process;

e) Analysis and evaluation of complaints in order to improve the quality of products and services, including customer service;

f) Review the complaint handling process;

g) Review the effectiveness and efficiency of the complaint handling process.

This standard does not apply to disputes and labor relationship disputes that need to be resolved outside the organization.

2 Normative references

The following documents are indispensable for the application of this document. For dated reference documents, only the dated version applies to this article

Pieces. For undated references, the latest version (including all amendments) applies to this document.

ISO 9000 Quality Management System Fundamentals and Terminology (Qualitymanagementsystems-Fundamentalsandvocabu-

lary)

3 Terms and definitions

The following terms and definitions defined in ISO 9000 apply to this document.

3.1

Complainant

Individuals, organizations (3.8) or their representatives making complaints (3.2)

[Source. ISO 10001.2018, definition 3.2]

3.2

Complaint

Express dissatisfaction with the organization (3.8) regarding the product, service or complaint handling process, regardless of whether there is a clear expectation of a response or problem resolution

Note 1.Complaints can also be generated in other links in the interaction between the organization and the customer (3.3).

Note 2.Complaints can be direct or indirect.

[Source. GB/T 19000-2016, definition 3.9.3, deleted "< Customer Satisfaction>", and added Note 1 and Note 2.]