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GB/T 27922-2011Evaluation system for after-sales service of commodity (English PDF)

商品售后服务评价体系

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Issued by

SAMR; SAC

Level / Type

National · Recommended

Issue date

December 30, 2011

Implementation date

February 1, 2012

Scope

GB/T 27922-2011 is the English-translated version of 商品售后服务评价体系.

GB/T 27922-2011 lays down the evaluation system for the after-sales service of commodities.

Clause 1 states that the standard specifies the basic elements of that system, including its principles, its targets and its methods, and that it applies to the internal and external evaluation of the level of after-sales service, third parties included, and gives enterprises a reference for setting up an after-sales service system.

Clause 2 cites GB/T 19011-2003 and SB/T 10409.

Clause 3 defines five terms: after-sales service, the paid or unpaid service provided from the moment goods are sold to a customer or a customer accepts an intangible; the service management division, a manager who has passed the training and examination of a training institution and holds the professional qualification; the assessor, the qualified professional who carries out the evaluation review; evaluation; and the evaluation system.

The note to the first of those terms lists six kinds of activity that after-sales service includes without being limited to, from surveying, planning, consulting and design work tied to the signing of the contract, through delivery, installation, technical advice and training, returns, recall, repair, maintenance, testing and spare-parts supply, satisfaction surveys, customer networking and usage tracking, and the supply of information and promotion about the goods, to services provided on tangible products or facilities such as attractions, restaurants, hotels and shopping malls.

The table of contents gives the rest of the structure, with clause 4 headed Stars Principle, clause 5 on evaluation, clause 6 on the ways and means of evaluation and a bibliography; the draft breaks off at the end of clause 3, so these clauses cannot be described further.

The foreword states that the standard was proposed by the China General Chamber of Commerce and is administered by the Ministry of Commerce of the People's Republic of China. It was issued on 2011-12-30 and has applied since 2012-02-01.

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Document preview — GB/T 27922-2011

National Standard of the People's Republic of China

ICS: 03.080.01
Classification: A 00

Issued by: State Administration for Market Regulation; Standardization Administration of the PRC

Preface
1 Scope
2 Normative references
3 Terms and definitions
4 Stars Principle
5 Evaluation
6 ways and means of evaluation
Reference

Foreword

This standard was drafted in accordance with GB/T 1.1-2009 given rules. The standard proposed by China General Chamber of Commerce.

This standard by the People's Republic of China Ministry of Commerce.

1 Scope

This standard specifies the basic elements commodity service evaluation system, including the content of the principles, targets and methods and other aspects.

This standard applies to internal and external (including third parties) to evaluate the level of service, and the establishment of after-sales business Service system to provide a reference.

2 Normative references

The following documents for the application of this document is essential. For dated references, only the dated version suitable for use herein Member. For undated references, the latest edition (including any amendments) applies to this document.

GB/T 19011-2003 quality and (or) environmental management systems auditing (ISO 19011:2002, IDT)

SB/T 10409 Business Services Customer Satisfaction Evaluation Specification

3 Terms and Definitions

The following terms and definitions apply to this document.

3.1 After-sales service

Goods sold to customers or customer acceptance of intangibles from the start, paid or unpaid services provided.

Note: The service includes but is not limited to the following aspects.

1) with the signing of the contract and provide activities such as surveying, planning, consulting, planning, design;

2) the goods sold to the activities involved during normal use, such as delivery, such as the installation, technical advice and training;

3) quality of goods involved in activities, such as returned, recall, repair, maintenance, testing, spare parts supply;

4) To obtain customer feedback activities or maintain customer relations and to carry out, such as satisfaction surveys, customer networking, commodity usage tracking;

5) commodity-based, provide relevant information to the customer's activities, such as the use of knowledge to promote its merchandise, goods or services and cultural promotion, website or SMS transmission Delivery service, etc. New Products;

6) cultural ideas or provide related services in tangible products or facilities on the basis of activities, such as attractions, restaurants, hotels, shopping malls and service.

3.2 Service management division

Through training qualification examination training institutions and obtain professional qualifications of the service management division managers.

3.3 Assessor

Qualified, professionals engaged in the evaluation review.

3.4 Evaluation

To judge things in nature, the number of pros and cons, etc. to make the direction.

3.5 Evaluation System

Things to be evaluated for the purpose of the overall index system, evaluation methods and other elements that constitute the basis.

......
This preview omits tables, figures, formulas and parts of the technical clauses. The complete document — 15 pages — is available in the English PDF.

Referenced standards

Normative references

Cited by

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