GB/T 41597-2022Quality management—Guidance on service enhancement with support of culture and mechanism (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.

Introduction

0.1 General

Service quality directly affects an organization's brand image and market competitiveness. Quality management reflects the improvement of quality by the top management of the organization pursuit, the quality awareness of all employees and the management level of the organization. At present, the environment, service model and application technology faced by service organizations The globalization trend of the service market and the importance of knowledge management in the service continue to increase. Therefore, service improvement requires Start from the two aspects of the organization's culture and mechanism. In cultural construction, give full play to the leading role of organizational culture, determine mission, vision, Values and strategies are implemented and implemented, through cultural positioning, dissemination and practice, evaluation and optimization activities, to lead service improvement with culture; in the mechanism In terms of security, based on system construction and process management as the carrier, we will continue to strengthen the mechanism for the safety, comfort and timeliness of services.

Through mechanism positioning, establishment and implementation, evaluation and improvement activities, the mechanism guarantees service improvement. Co-working through culture and mechanisms Use, organize to achieve service improvement, better meet the needs and expectations of service customers, improve customer loyalty, and achieve excellent organizational management performance.

0.2 Cultural and institutional support service improvement

The structure of organizational culture and mechanism to support service improvement is shown in Figure 1.

On the basis of determining the mission, vision, and values, the organization carries out service improvement activities through the dual-wheel drive of cultural guidance and mechanism guarantee.

Note: The numbers in parentheses indicate the corresponding chapters of this document.

1 Scope

This document establishes the principle of supporting the improvement of organizational services from the cultural and institutional levels, and provides guidance for cultural guidance, mechanism guarantee, evaluation and improvement. and optimization process provides guidelines.

This document is intended for service-oriented organizations with the following needs.

a) Seek to establish a stable service improvement capability.

b) Improve and optimize service delivery capabilities, create a positive service experience, and enhance customer satisfaction.

c) Evaluate the degree of service improvement.

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 19000 Quality Management System Fundamentals and Terminology

3 Terms and Definitions

GB/T 19000 as well as the following terms and definitions apply to this document.

4 Principles of Service Improvement