GB/T 19010-2021 English PDFUS$474.00 · In stock
Delivery: <= 5 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 19010-2021: Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations Status: Valid GB/T 19010: Historical versions
Basic dataStandard ID: GB/T 19010-2021 (GB/T19010-2021)Description (Translated English): Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A00 Word Count Estimation: 26,250 Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration GB/T 19010-2021: Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations---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. Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations ICS 03.120.10 CCSA00 National Standards of People's Republic of China Replace GB/T 19010-2009 Quality Management Customer Satisfaction Guidelines for Organizational Code of Conduct (ISO 10001.2018, IDT) Released on 2021-08-20 2021-12-01 implementation State Administration of Market Supervision and Administration Issued by the National Standardization Management Committee Table of contentsForeword Ⅲ Introduction Ⅳ 1 Scope 1 2 Normative references 1 3 Terms and definitions 1 4 Guiding Principle 3 4.1 General 3 4.2 Commitment 3 4.3 (Organizational) Competence 3 4.4 Transparency 3 4.5 Easy to obtain 3 4.6 Response 3 4.7 Complete information 3 4.8 Responsibility 3 4.9 Improvement 3 4.10 Confidentiality 3 4.11 The customer-focused approach 3 4.12 (Personnel) Competence 3 4.13 Timely 4 5 Normative framework 4 5.1 Organizational environment 4 5.2 Establishment 4 5.3 Integration 4 6 Planning, design and development 4 6.1 Determine the specification goal 4 6.2 Collecting and evaluating information 4 6.3 Obtaining and evaluating input from relevant parties 5 6.4 Formulating specifications 5 6.5 Development of performance indicators 5 6.6 Develop standardized procedures 5 6.7 Develop an internal and external communication plan 5 6.8 Determine required resources 6 7 Implementation 6 8 Maintain and improve 6 8.1 Information collection 6 8.2 Standardized performance evaluation 6 8.3 Evaluation of norms satisfaction 6 8.4 Review of norms and normative framework 6 8.5 Continuous improvement 7 Appendix A (informative) A brief example of the content of different organization norms 8 Appendix B (informative) The relationship between this document, GB/T 19012, GB/T 19013 and GB/T 19014 9 Appendix C (Informative) Small Business Guide 10 Appendix D (Informative) Convenience Guide 11 Appendix E (Informative) Guidelines for Obtaining Input from Related Parties 12 Appendix F (Informative) Normative Framework 13 Appendix G (informative) Adopting guidelines provided by another organization 14 Appendix H (Informative) Guidelines for Specification Development 15 Appendix I (Informative) Communication Plan Development Guide 16 Reference 17ForewordThis 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" Drafting. This document replaces GB/T 19010-2009 "Quality Management Customer Satisfaction Organization Code of Conduct Guidelines", and GB/T 19010- Compared with.2009, in addition to editorial changes, the main technical changes are as follows. a) Emphasize service; b) Emphasize risk-based thinking to support and improve the understanding and application of process methods; c) Three terms and definitions of "customer service", "feedback" and "related parties" have been added (see 3.6~3.8); d) The guiding principles of "secrecy", "customer-focused approach", "(personnel) capability" and "timely" have been added (see 4.10~ 4.13). At the same time, the expression and content of some guiding principles have been adjusted; e) Added "organizational environment" (see 5.1). The translation method used in this document is equivalent to ISO 10001.2018 "Guidelines for the Code of Conduct for Quality Management Customer Satisfaction Organizations". This document has made the following editorial changes. ---Add a reference to Table A.1 in Appendix A. Please note that some of the contents of this document may involve patents. The issuing agency of this document is not responsible for identifying patents. This document was proposed and managed by the National Standardization Technical Committee for Quality Management and Quality Assurance (SAC/TC151). Drafting organizations of this document. China National Institute of Standardization, Shanghai Quality Association User Evaluation Center, China Quality Association, University of Chinese Academy of Sciences, Anhui Guoke Testing Technology Co., Ltd., Qingdao Jiadeli Packaging Co., Ltd., Shandong Jingyanggang Winery Co., Ltd., China Certification Center Co., Ltd. Company, Infinitus (China) Co., Ltd., Jinan Xinzhu Youlian Precision Machinery Equipment Co., Ltd., Jiaxing Xinzhongnan Auto Parts Co., Ltd. Company, Shandong Milliwatt New Energy Co., Ltd., Shanghai Jiushi Public Transportation Group Co., Ltd., China Jiliang University, Hebei Province Standardization Research Institute, Luzhou Laojiao Co., Ltd., Anhui Gujing Gongjiu Co., Ltd., Guangzhou Automobile Group Co., Ltd., Ningbo Fangtai Marketing Co., Ltd. Co., Ltd., Hangzhou Fortis Communication Technology Co., Ltd., Beijing Caishikou Department Store Co., Ltd., Fa Shilong Home Building Materials Co., Ltd. Company, Yonghui Supermarket Co., Ltd., Jiangsu Miduo Decoration Co., Ltd., Hubei Daohuaxiang Wine Co., Ltd., Hebei Handan Congtai Wine Co., Ltd. Co., Ltd., Shenzhen University, Shaoxing Science Art Standard Technology Consulting Co., Ltd. The main drafters of this document. Zhang Jingshu, Kang Jian, Yang Ying, Lin Ying, Li Gaoshuai, Xia Ming, Shao Dongliang, Ren Shang, Li Jingwen, Xia Fang, Sun Hongmei, Li Changyou, He Yuanqing, Wang Tao, Lu Haiwei, Zhang Pengyue, Feng Lijun, Wang Ming, Li Anjun, Cao Shan, Zheng Ying, Wu Haigang, Wang Chunli, Shen Zhenghua, Lin Zhenming, Yang Suohong, Chen Ping, Li Pengliang, Liu Weili, Gu Dazheng, Wang Fei, Yang Enhe, Guo Guimei. The previous versions of this document and the documents replaced are as follows. --- First published as GB/T 19010-2009 in.2009; ---This is the first revision.Introduction0.1 General Maintaining a high level of customer satisfaction is an important challenge faced by many organizations. One of the ways to meet this challenge is to implement customer satisfaction Code of Conduct. The customer satisfaction code of conduct consists of commitments and related regulations, including product and service delivery, product returns, customer information processing Management, advertising, and regulations related to the attributes or performance of specific products and services (see Appendix A for examples). The customer satisfaction code of conduct can be used as a The components of an effective complaint management method include. a) Complaint prevention, through appropriate use of customer satisfaction codes of conduct; b) Internal complaint handling, such as when customers are dissatisfied; c) External dispute resolution, when the complaint cannot be handled satisfactorily internally. This document provides guidance to help organizations determine all the provisions in the customer satisfaction code of conduct, so that the customer satisfaction code of conduct meets customers The needs and expectations are accurate and will not cause misunderstandings. Its uses are as follows. ---Promote fair trade and enhance customers' trust in the organization; ---Improve customers' expectations of the organization's products and services and their relationship with customers to reduce the possibility of misunderstandings and complaints; ---Reduce the potential need for the organization to manage its new rules for customer behavior. The focus of this document is the satisfaction of individuals or organizations that can or actually receive products or services from public or private organizations. 0.2 Relationship with GB/T 19001 and GB/T 19004 This document is compatible with GB/T 19001 and GB/T 19004, and through effective and efficient development and implementation of customer satisfaction related The code of conduct process supports the goals of the above two standards. This document can also be used alone. GB/T 19001 specifies the quality management system requirements. Following the customer satisfaction code of conduct implemented in this document (GB/T 19010) can be As an element of the quality management system. GB/T 19004 provides guidance for organizations to achieve sustained success. Use of this document (GB/T 19010) can further enhance organizational behavior Standardized performance, enhance the satisfaction of customers and other related parties to promote continuous success, and promote based on feedback from customers and other related parties Continuous improvement of basic product, service and process quality. Note. In addition to customers, other related parties may include suppliers, industry associations and their members, consumer organizations, relevant government agencies, employees, owners, and other affected parties. Organize groups that are affected by customer satisfaction codes of conduct. 0.3 Relationship with GB/T 19012, GB/T 19013 and GB/T 19014 This document is compatible with GB/T 19012, GB/T 19013 and GB/T 19014.These four standards can be used independently or with any one Used in common. When used together, this document, GB/T 19012, GB/T 19013 and GB/T 19014 can be used as a broader Part of the comprehensive framework of the company, under this framework through the code of conduct, complaint handling, dispute resolution, monitoring and measurement Customer satisfaction (see Appendix B). GB/T 19012 is a guide for internal handling of complaints related to products and services. The organization can implement in the customer satisfaction code of conduct The commitments made reduce the potential doubts that customers have about the organization and its products and services expectations, and reduce the possibility of problems. GB/T 19013 is a guide for dispute resolution when complaints related to products and services cannot be resolved satisfactorily within the organization. Fight When the discussion arises, the customer satisfaction code of conduct can help all parties understand the customer's expectations and the efforts the organization has made to meet these expectations. GB/T 19014 is a guide for establishing an effective process for monitoring and measuring customer satisfaction. GB/T 19014 focuses on the organization's external customers. The guidance given by GB/T 19014 can support the establishment and implementation of customer satisfaction codes of conduct. For example, the process described in GB/T 19014 can help The organization uses specifications to monitor and measure customer satisfaction (see 8.3). Similarly, customer satisfaction codes of conduct can help organizations define and implement monitoring and testing. The process of measuring customer satisfaction. For example, an organization can establish a code of conduct regarding the confidentiality of customer information in monitoring and measuring customer satisfaction (see GB/T 19014-2019, 7.3.4). Quality Management Customer Satisfaction Guidelines for Organizational Code of Conduct1 ScopeThis document provides guidelines for planning, designing, developing, implementing, maintaining and improving customer satisfaction codes of conduct. This document applies to specifications related to products and services, including the organization's commitments to customers for its behavior. These promises And the purpose of related regulations is to improve customer satisfaction. Appendix A provides a brief example of the content of different organizations' specifications. Note. The terms "product" and "service" in this document refer to the output provided by the organization for customers or on customer requirements. This document is applicable to organizations of all types, sizes, and offering different products and services, including designing customer satisfaction behaviors for other organizations. For the normative organization. Appendix C specifically provides guidance for small businesses. This document applies to all customer satisfaction codes of conduct, especially for customers buying or using goods, assets or services for individuals or families. Customer satisfaction code of conduct. This document does not specify the specific content of the customer satisfaction code of conduct, nor does it involve other types of code of conduct, such as organizations and employees, organizations Code of conduct in relation to the supplier.2 Normative referencesThe contents of the following documents constitute the indispensable clauses of this document through normative references in the text. Among them, dated quotations Only the version corresponding to that date is applicable to this document; for undated reference documents, the latest version (including all amendments) is applicable to This document. GB/T 19000-2016 Quality Management System Fundamentals and Terminology (ISO 9000.2015, IDT)3 Terms and definitionsThe following terms and definitions defined in GB/T 19000 apply to this document. The website of ISO and IEC 's standardized terminology database is. 3.1 Customer Satisfaction Code of Conduct customersatisfactioncodeofconduct Specification code The organization (3.9) makes promises and related regulations to customers (3.4) regarding its own behavior in order to improve customer satisfaction (3.5). Note 1.Relevant regulations can include objectives, conditions, restrictions, contact information and complaint handling procedures. Note 2.In this document, the term "standard" means "customer satisfaction code of conduct". [Source. GB/T 19000-2016, 3.9.5, with amendments, adding the term "specification", revising Note 2] 3.2 Complainant The individual, organization (3.9) or their representative who made the complaint (3.3). ......Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 19010-2021_English be delivered?Answer: Upon your order, we will start to translate GB/T 19010-2021_English as soon as possible, and keep you informed of the progress. The lead time is typically 3 ~ 5 working days. The lengthier the document the longer the lead time.Question 2: Can I share the purchased PDF of GB/T 19010-2021_English with my colleagues?Answer: Yes. The purchased PDF of GB/T 19010-2021_English will be deemed to be sold to your employer/organization who actually pays for it, including your colleagues and your employer's intranet.Question 3: Does the price include tax/VAT?Answer: Yes. 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