GB/T 35966-2018High technology service industry service quality evaluation guidelines (English PDF)

3.1 High technology service industry

A set of service activities provided for the society by means of advanced technologies.

High technology service industry includes services of research, development and design, services for commercialization of research findings, professional technique service industry, information services, e-commerce services, technical services for quality inspection, intellectual property services, environmental monitoring and management services, etc.

5.3 Service process

Service process elements shall satisfy the indexes as follows, including but not limited to.

a) specialty. the professional reliability of services provided to customers by service providers and the matching degree of services provided with customer demands;

b) responsiveness. the timeliness, punctuality and timesaving of services provided by service providers and the degree of solving customers' problems quickly;

c) security. the effective protection of customers' business information by service providers and the reliable, accurate fulfillment of commitments;

d) empathy. the consideration for and special attention to customers, the capability of approaching to customers, the sensitive, effective understanding of customers' demands.

5.4 Service results

Service result elements shall meet the indexes as follows, including but not limited to.

a) customer satisfaction. the overall satisfaction of customers for services, e.g. the cost performance, the customers' complaint rate, the handlings of customers' complaints by service providers; […]

6.2.3 Objective weighting method for evaluation

The objective weighting method for evaluation is preferably selected from the methods as follows.

-- the maximum entropy technology method;

-- the principal component analytical method;

-- the multi-objective programming method;

-- the scatter degree method;

-- the mean square error method;

-- the variable coefficient method;

-- the maximum deviation method;

-- the simple correlation function method;

-- other methods.

6.2.4 Subjective-objective comprehensive weighting method

The subjective-objective comprehensive weighting method combines the subjective weighting method and the objective weighting method, and thus their advantages are used fully.

7.2.3 Determination of evaluation subjects

Appropriate evaluation subjects shall be determined in accordance with the characteristics and evaluation objectives of high technology service industry, which normally includes self-evaluation by the organization, evaluation by a second party and evaluation by a third party.

7.3 Design of evaluation plan

7.3.1 Establishment of evaluation criteria

Evaluation subjects shall determine evaluation criteria for evaluation objects of different characteristics. Different evaluation criteria shall be used for different quality characteristics; all characteristic evaluation indexes are preferably determined in accordance with actual evaluation demands.

7.3.2 Establishment of evaluation technical schemes

Taking into consideration the service quality evaluation index system of a specific high technology service industry or organization which is suitable to the framework design of service capability-service process-service result, design the data collection questionnaires based on the evaluation index system, and determine the method for determining weights of all evaluation indexes of high technology service industry based on the service characteristics and data.

7.3.3 Establishment of evaluation implementation schedules

Divide the work of evaluators; determine the requirements for work completion schedules; specify the management and control procedures of evaluation. Make implementation schedules; describe the adjustments of evaluation procedures when the implementation of evaluation process is impossible; or explain the evaluation results.

7.4 Implementation of evaluation

7.4.1 Training of evaluators

Evaluation subjects shall carry out training for participants in the aspects as follows, including but not limited to.

-- the data collection and calculation;

-- the determination of index weights;

-- the maneuver of data collection. […]

7.4.2 Collection of evaluation data