GB/T 21071-2021Quality requirement of warehousing service (English PDF)

Foreword

This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for Standardization Work Part 1. Structure and Drafting Rules of Standardization Documents" drafted.

This document replaces GB/T 21071-2007 "Quality Requirements for Warehousing Services". Compared with GB/T 21071-2007, except for structural adjustment and In addition to editorial changes, the main technical content changes are as follows:

--- Changed the description of the standard content in the scope (see Chapter 1, Chapter 1 of the:2007 edition);

--- Changed the standard cited in the normative reference document (see Chapter 2, Chapter 2 of the:2007 edition);

--- Delete the terms and definitions of "cargo location" and "counting" (see Chapter 3 of the:2007 edition);

--- Change the service principle to basic requirements (see 4.1, 4.1.1 of the:2007 edition);

--- Added the basic requirements for the disclosure of key indicators of warehousing service quality (see 4.3);

--- Changed the requirements for warehousing operations (see 4.4, 4.2, 4.3, 4.4, 4.5, 4.6, 4.7, 4.8, 4.9, 4.10 of the:2007 edition);

--- Increased the requirements for the warehousing service quality assessment index system (see Chapter 5);

--- Delete the relevant requirements for the use of evaluation indicators (see 5.1 of the:2007 edition);

---Added four evaluation indicators and requirements of "storage timely rate", "temperature compliance rate", "temperature monitoring frequency" and "information system management rate" (see 5.1.2, 5.1.5, 5.2.5, 5.3.2);

--- Changed the expression and requirements of "order completion rate on time" (see 5.1.3, 5.2.4 of the:2007 edition);

--- Changed the index rate of "outbound error rate" (see 5.1.4, 5.2.1 of the:2007 edition);

--- Changed the index rate of "responsible cargo damage rate" (see 5.2.2, 5.2.2 of the:2007 edition);

--- Changed the index rate of "account matching rate" (see 5.2.3, 5.2.3 of the:2007 edition);

--- Changed the expression and index rate of "effective complaint rate" (see 5.2.4, 5.2.7 of the:2007 edition);

--- Changed the expression and index rate of "accuracy rate of documents and information transmission" (see 5.3.3, 5.2.5 of the:2007 edition);

--- Changed the expression and index rate of "on-time rate of data and information transmission" (see 5.3.4, 5.2.6 of the:2007 edition);

--- Increased requirements for customer satisfaction surveys (see Chapter 6).

1 Scope

This document specifies the basic requirements for warehousing services, service quality indicators and requirements, and requirements for customer satisfaction surveys.

This document applies to quality management of general and cryogenic warehousing services.

2 Normative references

The contents of the following documents constitute essential provisions of this document through normative references in the text. Among them, dated citations documents, only the version corresponding to that date applies to this document; for undated references, the latest edition (including all amendments) applies to this document.

GB/T 24616 Refrigerated and frozen food logistics packaging, marking, transportation and storage

GB/T 31078 Specification for Low Temperature Storage Operation

SB/T 10977 Warehousing operation specification

3 Terms and Definitions

There are no terms and definitions that need to be defined in this document.

4 Basic requirements

4.1 Warehousing services should implement the customer-centric service principle.

4.2 The enterprise should have a sound service quality management system.

4.3 The enterprise shall disclose the key indicators of warehousing service quality and the rate of meeting the required indicators.

4.4 General warehousing operations and management shall comply with the requirements of SB/T 10977, and low-temperature warehousing operations and management shall comply with GB/T 31078, GB/T 24616 requirements.

5 Service quality indicators and requirements