GB/T 16868-2009 English PDF

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GB/T 16868-2009: Commodity and service quality management specification
Status: Valid

GB/T 16868: Historical versions

Standard ID	USD	BUY PDF	Lead-Days	Standard Title (Description)	Status
GB/T 16868-2009	369	Add to Cart	3 days	Commodity and service quality management specification	Valid
GB/T 16868-1997	719	Add to Cart	5 days	Commodity quality management specification	Obsolete

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Basic data

Standard ID: GB/T 16868-2009 (GB/T16868-2009)
Description (Translated English): Commodity and service quality management specification
Sector / Industry: National Standard (Recommended)
Classification of Chinese Standard: A10
Classification of International Standard: 03.120.10
Word Count Estimation: 16,128
Date of Issue: 2009-05-06
Date of Implementation: 2009-10-01
Older Standard (superseded by this standard): GB/T 16868-1997
Regulation (derived from): Announcement of Newly Approved National Standards No. 6, 2009 (No. 146 overall)
Issuing agency(ies): General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China
Summary: This standard specifies the commodity business service quality management related terms and definitions, infrastructure requirements, document management requirements, quality management requirements, commodity management requirements, quality of service control, employing job requirements. This standard applies to operators engaged in all kinds of goods and services, businesses and organizations.

GB/T 16868-2009: Commodity and service quality management specification

---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Commodity and service quality management specification ICS 03.120.10 A10 National Standards of People's Republic of China Replacing GB/T 16868-1997 Commodity Management Service Quality Management Specification Posted 2009-05-06 2009-10-01 implementation Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China Standardization Administration of China released

Table of Contents

Preface Ⅰ 1 Scope 1 2 Normative references 1 3 Terms and definitions 4 infrastructure requirements 2 5 document management requirements 3 6 3 quality management requirements 7 Commodity Management Requirements 5 8 7 Quality of Service control Requirements 8 9 employees Reference 10

Foreword

This standard replaces GB/T 16868-1997 "commodity quality management specification." This standard and GB/T 16868-1997 compared to major changes are as follows. --- With the standard name "commodity business service quality management standards" instead of "product quality management standards"; --- Delete the original standard "commodity business characteristics, management responsibilities," adds "infrastructure requirements" of the content; --- The standard of "document management requirements" instead of "the quality of documents and records"; --- The standard of "quality management requirements" instead of "contact with the customer"; --- Delete the original standard "1, the quality of architecture, quality system documentation, internal quality audits, quality system assessment"; --- The standard of "merchandise management requirements", "Quality of Service control" instead of "the quality system elements"; --- Added "food management"; --- Delete the original standard "data collection, analysis and application"; --- The standard of "the job requirements of employees" instead of "people skills and communication liaison." The standard proposed by China General Chamber of Commerce. This standard by the People's Republic of China Ministry of Commerce. This standard was drafted. Chinese General Chamber of Commerce Training Department. The main drafters of this standard. Heng Hong, Zhao Xia, Yang Xiaoyan, Liu Gui Lin, Wang Fenghong, Xu Min. Commodity Management Service Quality Management Specification

1 Scope

This standard specifies the relevant terms and definitions, infrastructure operation and service quality of goods management requirements, document management requirements, quality management Requirements, commodity management requirements, quality control services, employing job requirements. This standard applies to all types of goods in the business and service enterprises and organizations.

2 Normative references

The following documents contain provisions which, through reference in this standard and become the standard terms. For dated references, subsequent Amendments (not including errata content) or revisions do not apply to this standard, however, encourage the parties to the agreement are based on research Whether the latest versions of these documents. For undated reference documents, the latest versions apply to this standard. GB 8978 Integrated Wastewater Discharge Standard GB/T 10001.1 flag Public information graphical symbols - Part 1. Common symbols (GB/T 10001.1-2006, ISO 7001.1990, NEQ) GB 10070 standard of environmental vibration of urban area GB 12348 Standard of noise at boundary of industrial enterprises GB/T 17093 total number of bacteria in indoor air health standards GB/T 17242 Guidelines for complaints handling GB 17790 household and similar air conditioner installation specifications GB 18580 interior decoration materials, plywood and their products limited release formaldehyde GB 18584 interior decoration materials, wooden furniture of harmful substances GB/T 18883 indoor air quality standards GB 50222 interior decoration of buildings for fire protection design SB/T 10401 commodity service evaluation system SB/T 10409 Business Services Customer Satisfaction Evaluation Specification Energy requirements SB/T 10427 shopping malls, supermarkets, air conditioning and refrigeration

3 Terms and Definitions

The following terms and definitions apply to this standard. 3.1 For the exchange, can satisfy some needs. [GB/T 18184-2000, the definition 3.1.4] 3.2 Results meet customer needs, supply and customer contact between the supply-side activities and internal activities generated. Including the supplier to GU Customer service personnel to provide the results of completed activities; supplier to provide customers paying in kind through staff results service activities completed; Gu supplier Passenger use provide the results of physical activity done. Services provided may involve, for example. --- On a customer-supplied tangible product (eg automobile to be repaired) activities completed; ......

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