GB/Z 27907-2011Quality management -- Customer satisfaction -- Guidelines for monitoring and measuring (English PDF)

Foreword

This instructional document has been drafted in accordance with the rules given in GB/T 1.1-2009.

The guidance of technical documents and GB/T 19010-2008 "Quality Management Customer Satisfaction Guidelines for Organizational Behavior", GB/T 19012-2008 "Quality Management Customer Satisfaction Organization Handling Complaints" and GB/T 19013-2009 "Quality Management Customer Satisfaction Organization External Dispute Resolution Guide "together constitute the quality management organization for customer satisfaction process based on a series of national standards.

This guideline uses the translation method identical with ISO/T S10004.2010 "Quality Management Customer Satisfaction Monitoring and Measurement guide".

This Guidance Document is proposed and managed by the National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC151).

The drafting of the guidance of technical documents. China National Institute of Standardization, China Quality Certification Center, Haier Group.

Introduction

1 Scope

This guidance document provides guidance for the identification and implementation of customer satisfaction monitoring and measurement processes.

This guidance document is intended to be applied to organizations of all types, sizes and offering different products. This guide is the main technical document to focus on the organization's external customers.

This Guidance Document is not intended to be used for certification or contract purposes nor does it intend to change the rights and obligations under applicable laws and regulations.

2 Normative references

The following documents for the application of this document is essential. For dated references, only the dated version applies to this article Pieces. For undated references, the latest edition (including all amendments) applies to this document.

GB/T 19000-2008 Quality Management System Fundamentals and Terminology (ISO 9000:2005, IDT)

3 Terms and definitions

GB/T 19000-2008 defined and the following terms and definitions apply to this document.

Product

The result of the process Notes 1. Products can be service, software, hardware or process materials.

Note 2. Modify the use of GB/T 19000-2008 defined in 3.4.2, the original definition of 3 note simplified into Note 1.

Customer

The organization or individual who accepts the product Examples. Consumers, principals, end users, retailers, beneficiaries and buyers.

Note 1. Customers may include the effects that may be provided by the organization's products and other parties that may affect the success of the organization.

Note 2. Customers can be internal or external to the organization. The focus of this guidance document is on external customers.

Note 3. Modify the definition of GB/T 19000-2008 defined in 3.3.5, the original definition of note expansion Note 1 and Note 2.

Customer satisfaction Customer requirements have been met the level of feeling Notes 1. Customer complaints are the most common expressions of low satisfaction, but not complaining does not necessarily mean that customers are satisfied.

Note 2. Even if the specified customer requirements meet the customer's wishes and are met, it may not necessarily ensure that the customer is satisfied.

[GB/T 19000-2008, definition 3.1.4] 3.4 Requirement Necessary or desirable, usually implied or required Note. Modify the definition of 3.1.2 GB/T 19000-2008, the original definition of the five note is deleted.