GB/T 19013-2021Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations (English PDF)

0.1 General

This document is for the organization to effectively and efficiently plan, design, develop, implement, maintain and improve external products and services related to complaints.

Provide guidance on dispute resolution. Dispute resolution is a way of compensation when the complaint cannot be resolved within the organization. Most complaints can be

Successful resolution within the organization does not require further time-consuming and no more confrontational procedures.

Note 1.Organizations are encouraged to develop an effective and efficient internal complaint handling process in accordance with GB/T 19012.

There are various ways to resolve disputes and use different terms to describe them. These methods are coordination methods, recommended methods and adjudication methods (see

Appendix A). Each method can be used alone, or multiple methods can be used in sequence.

This document applies to.

a) Design a dispute resolution process and determine under what circumstances to provide dispute resolution to the complainant;

b) Select a dispute resolution process provider that can meet the specific needs and expectations of the organization (hereinafter referred to as "provider", see 3.9).

Note 2.The provider can be various forms of public and private sectors at home and abroad, including industry professional associations, government regulatory agencies and cross-industry associations.

The main application object of this document is organizations, but the dispute resolution process provider can also obtain guidance from it, and in its dispute resolution process

Use this guide too.

This document encourages organizations to plan, design, develop, implement, maintain and improve disputes based on customer satisfaction codes of conduct and internal complaint handling processes.

Discuss the resolution process and use it in conjunction with the organization's quality or other management systems.

This document can help individuals and organizations evaluate the effectiveness, efficiency, and fairness of an organization's dispute resolution process. Implementation of this document

Will be able to.

---Provide a flexible dispute resolution process. Compared with the judicial process, the process is less expensive, more convenient and faster, and is especially suitable for resolution

Resolve cross-border disputes;

---Help improve customer satisfaction and customer loyalty;

--- Provide benchmarks for individuals and organizations to evaluate the effectiveness, efficiency and fairness of the operation of the organization and the provider;

---Help potential dispute resolution users understand the conditions of use, costs and legal consequences;

---Improve the organization's ability to identify and eliminate the causes of disputes;

---Improve the organization's method of handling complaints and disputes;

---Provide additional information for the organization's process and product and service improvement;

---Improve the reputation of the organization, or avoid damage to the reputation;

---Enhance competitiveness at home and abroad;

---Establish a reputation for handling disputes fairly and consistently in the global market.

Note 3.The settlement of external disputes can comply with the requirements of laws and regulations.

Note 4.The focus of this document is the satisfaction of individuals or organizations that can or actually receive products and services from public or private organizations.

0.2 Relationship with GB/T 19001 and GB/T 19004

This document is compatible with GB/T 19001 and GB/T 19004, and supports the above two through effective and efficient implementation of the complaint handling process.

The goal of this standard. This document can also be used alone.

GB/T 19001 specifies the quality management system requirements. The dispute resolution process described in this document can be used as the quality management system

An element.

GB/T 19004 provides guidance for organizations to achieve sustained success. The use of this document can further enhance the performance of the organization's dispute resolution,

Improve the satisfaction of customers and other related parties, and promote the quality of products, services and processes based on feedback from customers and other related parties

Continuous improvement in volume.

Note. In addition to customers and complainants, other relevant parties include suppliers, industry associations and their members, consumer organizations, relevant government agencies, employees, owners, and

Other individuals or organizations affected by the dispute resolution process.

0.3 Relationship with GB/T 19010, GB/T 19012 and GB/T 19014

This document is compatible with GB/T 19010, GB/T 19012 and GB/T 19014.These four standards can be used alone or with any one of them.

Used in common. When used together, this document, GB/T 19010, GB/T 19012 and GB/T 19014 can be used as a broader

Part of the comprehensive framework of the company, under this framework, through the code of conduct, complaint handling, dispute resolution, and monitoring and measuring customer satisfaction

Enhance customer satisfaction (see Appendix B).

GB/T 19010 is an organization's code of conduct guidelines for customer satisfaction. This kind of behavioral norm can reduce the possibility and consumption of problems.

In addition to the root causes of complaints and disputes that cause decreased customer satisfaction. When complaints and disputes occur, the code of conduct can help all parties understand customers

Expectations and how the organization meets these expectations.

GB/T 19012 is a guide for internal handling of complaints related to products and services. When the complaint cannot be resolved within the organization

Use this document.

GB/T 19014 is a guide for establishing effective processes for monitoring and measuring customer satisfaction. It focuses on the external customers of the organization. GB/T 19014

The guidelines provided can help establish and implement a dispute resolution process.For example, the process described in GB/T 19014 can help organizations monitor and test

Measure customer satisfaction with the dispute resolution process (see 8.3). Similarly, information from the dispute resolution process can be used to monitor and measure customer satisfaction. example

For example, the frequency and nature of disputes can be used as indirect indicators of customer satisfaction (see GB/T 19014-2019, 7.3.2).

Quality Management Customer Satisfaction

Organizational External Dispute Resolution Guidelines