GB/T 24620-2022Development of service standards - Recommendations for addressing consumer issues (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 24620-2009 "Guidelines for the formulation of service standards considering consumer needs", which is consistent with GB/T 24620-2009 In addition to structural adjustments and editorial changes, the main technical changes are as follows.

--- Added consumer principles (see Chapter 6);

--- Added service provision stage (see 7.2) and general service elements (see 7.3);

--- Combining common service elements (see 7.3), service delivery stages (see 7.2) and consumer principles (see Chapter 6, 2009 edition, 4th chapter) into one table (see Table 3);

--- Added 5W1H method (ie "what, who/to whom, where, when, how") to develop service standards (see Chapter 5).

This document is equivalent to ISO/IEC Guide 76:2020 "Guidelines for the development of service standards considering consumer needs".

The following minimal editorial changes have been made to this document.

--- Delete the English grammar modification instructions in Note 1 of "3.8 Customer Service".

Introduction

0.1 Consumers are a key focus group in the standard development process. This document ensures that service standard-setters in the absence of consumer representation In the case of participation, it is also possible to understand the demands of consumers. This document applies to all types of service standard setters and revisioners.

0.2 Focusing on consumer needs helps reduce customer complaints and business costs due to service differences.

0.3 Consumers are individuals with different needs and characteristics. Regardless of the consumer's situation and ability, this document can Ensure that service standard-setters develop standards that take into account the needs of consumers, including groups with differentiated needs (such as children children, the elderly, the disabled, people of different ethnic and cultural backgrounds, and vulnerable consumers due to illness, bereavement or other reasons).

0.4 Consumers are individuals with different needs and characteristics, but in general, they are all members of the human social community. According to this article The standards developed by the software can help companies address issues of public concern on a global scale, including ethical and environmental issues.

1 Scope

This document provides guidance on how to consider consumer needs in the development of service standards and can be used by all involved in the development of service standards It can be used by staff and can be applied to all services.

This document applies to all aspects of service activities, whether or not a formal contract has been concluded or settled. This document also applies to public service business and charitable services, such as education and medical care, for which transactions may not occur.

This document applies to the provision of services and is not intended to be used as a reference to specific management system or professional competence requirements.

2 Normative references

There are no normative references in this document.

3 Terms and Definitions

The following terms and definitions apply to this document.