GB/T 19013-2021 English PDFUS$624.00 · In stock
Delivery: <= 6 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 19013-2021: Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations Status: Valid GB/T 19013: Historical versions
Basic dataStandard ID: GB/T 19013-2021 (GB/T19013-2021)Description (Translated English): Quality management - Customer satisfaction - Guidelines for dispute resolution external to organizations Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A00 Word Count Estimation: 34,352 Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration GB/T 19013-2021: Quality management - Customer satisfaction - Guidelines for dispute resolution external to 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 dispute resolution external to organizations ICS 03.120.10 CCSA00 National Standards of People's Republic of China Replace GB/T 19013-2009 Quality Management Customer Satisfaction Organizational External Dispute Resolution Guidelines (ISO 10003.2018, 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 Response 3 4.4 Complete information 4 4.5 Responsibility 4 4.6 Agree to participate 4 4.7 Easy to obtain 4 4.8 Appropriate 4 4.9 Justice 4 4.10 (Personnel) Competence 4 4.11 Timely 4 4.12 Confidentiality 4 4.13 Transparency 4 4.14 Consensus 5 4.15 (Organizational) Competence 5 4.16 Improvement 5 4.17 The customer-focused approach 5 5 Dispute Resolution Framework 5 5.1 Organizational environment 5 5.2 Commitment 5 5.3 Dispute Resolution Policy 5 5.4 Responsibilities of top management 6 6 Planning, design and development 6 6.1 General 6 6.2 Goal 7 6.3 Action 7 6.4 Resources 7 7 Run 8 7.1 General 8 7.2 Handing over complaints 8 7.3 Receiving Dispute Notice 8 7.4 Organizational response methods 8 7.5 Resolve disputes 8 7.6 Implementing the solution 9 7.7 Closing the case and filing 10 8 Maintain and improve 10 8.1 Monitoring 10 8.2 Analysis and evaluation 10 8.3 Satisfaction evaluation of dispute resolution process 10 8.4 Management review 10 8.5 Continuous improvement 11 Appendix A (informative) Dispute Resolution Guidelines 12 Appendix B (informative) The relationship between GB/T 19010, GB/T 19012, this document and GB/T 19014 13 Appendix C (informative) Guidelines for agreeing to participate 14 Appendix D (Informative) Convenience Guide 15 Appendix E (Informative) Suitability Guidelines 17 Appendix F (Informative) Fairness Guide 18 Appendix G (Informative) Guidelines for (Personnel) Competence 19 Appendix H (Informative) Timeliness Guidelines 20 Appendix I (Informative) Transparency Guidelines 21 Appendix J (Informative) Guidelines for Choosing a Provider 22 Appendix K (informative) Dispute Resolution Guidelines 23 Appendix L (informative) Guidelines for Dispute Resolution Design Elements 24 Appendix M (Informative) Dispute Resolution Flow Chart 25 References 26ForewordThis 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 19013-2009 "Guidelines for Resolution of External Disputes in Quality Management Customer Satisfaction Organizations". and Compared with GB/T 19013-2009, in addition to editorial changes, the main technical changes are as follows. a) Emphasize service; b) Emphasize the identification and control of risks and opportunities in the process of dispute resolution; c) Emphasize the focus of attention on customers; d) Three terms and definitions of "Association", "Feedback" and "Related Party" have been added (see 3.1, 3.10, 3.11); e) The guiding principles of "commitment", "response", "information integrity", "responsibility", "consensus" and "customer-focused approach" have been added (See 4.2~4.5, 4.14, 4.17), delete "legal" (see 4.10 of the.2009 edition), and at the same time the expression of some guiding principles and The content has been adjusted; f) Added "organizational environment" (see 5.1) and "satisfaction evaluation of dispute resolution process" (see 8.3); g) The relationship between this document and GB/T 19010, GB/T 19012, and GB/T 19014 has been added (see Appendix B). The translation method used in this document is equivalent to ISO 10003.2018 "Guidelines for the Resolution of External Disputes in Quality Management Customer Satisfaction Organizations". 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, Guangdong Jianmei Aluminum Profile Factory (Group) Co., Ltd., China Quality Association, Xiamen Xinbangwei Technology Co., Ltd., Henan Feilong (Wuhu) Auto Parts Co., Ltd., China Quality Inspection Association, China Science University, Guangzhou Guangdian Metrology and Testing Co., Ltd., China Jiliang University, China Certification Center Co., Ltd., Anhui Gujing Gongjiu Co., Ltd. Co., Ltd., Ningbo Fangtai Marketing Co., Ltd., Yufeng Technology Co., Ltd., Luzhou Laojiao Co., Ltd., Hebei Province Standardization Research Institute, Shenzhen University, Deere Group Co., Ltd., Beijing Jiuzhou Dadi Biotechnology Group Co., Ltd., Sichuan Wanda Feed Co., Ltd. Company, Muyuan Food Co., Ltd., Guangdong Guangken Animal Husbandry Engineering Research Institute Co., Ltd., Shandong Xiangchi Cereals and Oils Co., Ltd., Hangzhou Decheng Technology Services Ltd. The main drafters of this document. Yang Ying, Kang Jian, Zhang Jingshu, Liu Jianhui, Li Gaoshuai, Zhu Yicheng, Duan Chao, Xia Fang, Yang Hong, Xia Ming, Ming Zhimao, Zheng Ying, Zhou Qingwu, Zeng Lingguo, Lin Yiqiang, Liu Weili, Du Juan, Lu Shuxian, Feng Lijun, Zhang Feng, Yang Enhe, Fu Zhong, Yu Dajun, Zhou Lanlan, Wang Zhong, Wang Yanmei, Zhang Pengyue, Shilin. The previous versions of the documents replaced by this document are as follows. ---GB/T 19013-2009.Introduction0.1 General This document is for the organization to effectively and efficiently plan, design, develop, implement, maintain and improve external products and services related to complaints. Provide guidance on dispute resolution. Dispute resolution is a way of compensation when the complaint cannot be resolved within the organization. Most complaints can be Successful resolution within the organization does not require further time-consuming and no more confrontational procedures. Note 1.Organizations are encouraged to develop an effective and efficient internal complaint handling process in accordance with GB/T 19012. There are various ways to resolve disputes and use different terms to describe them. These methods are coordination methods, recommended methods and adjudication methods (see Appendix A). Each method can be used alone, or multiple methods can be used in sequence. This document applies to. a) Design a dispute resolution process and determine under what circumstances to provide dispute resolution to the complainant; b) Select a dispute resolution process provider that can meet the specific needs and expectations of the organization (hereinafter referred to as "provider", see 3.9). Note 2.The provider can be various forms of public and private sectors at home and abroad, including industry professional associations, government regulatory agencies and cross-industry associations. The main application object of this document is organizations, but the dispute resolution process provider can also obtain guidance from it, and in its dispute resolution process Use this guide too. This document encourages organizations to plan, design, develop, implement, maintain and improve disputes based on customer satisfaction codes of conduct and internal complaint handling processes. Discuss the resolution process and use it in conjunction with the organization’s quality or other management systems. This document can help individuals and organizations evaluate the effectiveness, efficiency, and fairness of an organization's dispute resolution process. Implementation of this document Will be able to. ---Provide a flexible dispute resolution process. Compared with the judicial process, the process is less expensive, more convenient and faster, and is especially suitable for resolution Resolve cross-border disputes; ---Help improve customer satisfaction and customer loyalty; --- Provide benchmarks for individuals and organizations to evaluate the effectiveness, efficiency and fairness of the operation of the organization and the provider; ---Help potential dispute resolution users understand the conditions of use, costs and legal consequences; ---Improve the organization's ability to identify and eliminate the causes of disputes; ---Improve the organization's method of handling complaints and disputes; ---Provide additional information for the organization's process and product and service improvement; ---Improve the reputation of the organization, or avoid damage to the reputation; ---Enhance competitiveness at home and abroad; ---Establish a reputation for handling disputes fairly and consistently in the global market. Note 3.The settlement of external disputes can comply with the requirements of laws and regulations. Note 4.The focus of this document is the satisfaction of individuals or organizations that can or actually receive products and 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 supports the above two through effective and efficient implementation of the complaint handling process. The goal of this standard. This document can also be used alone. GB/T 19001 specifies the quality management system requirements. The dispute resolution process described in this document can be used as the quality management system An element. GB/T 19004 provides guidance for organizations to achieve sustained success. The use of this document can further enhance the performance of the organization's dispute resolution, Improve the satisfaction of customers and other related parties, and promote the quality of products, services and processes based on feedback from customers and other related parties Continuous improvement in volume. Note. In addition to customers and complainants, other relevant parties include suppliers, industry associations and their members, consumer organizations, relevant government agencies, employees, owners, and Other individuals or organizations affected by the dispute resolution process. 0.3 Relationship with GB/T 19010, GB/T 19012 and GB/T 19014 This document is compatible with GB/T 19010, GB/T 19012 and GB/T 19014.These four standards can be used alone or with any one of them. Used in common. When used together, this document, GB/T 19010, GB/T 19012 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, and monitoring and measuring customer satisfaction Enhance customer satisfaction (see Appendix B). GB/T 19010 is an organization's code of conduct guidelines for customer satisfaction. This kind of behavioral norm can reduce the possibility and consumption of problems. In addition to the root causes of complaints and disputes that cause decreased customer satisfaction. When complaints and disputes occur, the code of conduct can help all parties understand customers Expectations and how the organization meets these expectations. GB/T 19012 is a guide for internal handling of complaints related to products and services. When the complaint cannot be resolved within the organization Use this document. GB/T 19014 is a guide for establishing effective processes for monitoring and measuring customer satisfaction. It focuses on the external customers of the organization. GB/T 19014 The guidelines provided can help establish and implement a dispute resolution process.For example, the process described in GB/T 19014 can help organizations monitor and test Measure customer satisfaction with the dispute resolution process (see 8.3). Similarly, information from the dispute resolution process can be used to monitor and measure customer satisfaction. example For example, the frequency and nature of disputes can be used as indirect indicators of customer satisfaction (see GB/T 19014-2019, 7.3.2). Quality Management Customer Satisfaction Organizational External Dispute Resolution Guidelines1 ScopeThis document provides guidelines for the organization to plan, design, develop, implement, maintain and improve an effective and efficient dispute resolution process, dispute resolution The process is for complaints that the organization has not resolved. This document applies to. ---Complaints related to the organization's products and services, complaint handling process or dispute resolution process; ---Resolve disputes caused by domestic or transnational business activities (including e-commerce). This document can be used by organizations of various types, sizes and offering different products and services, and covers the following aspects. --- Provide guidance for the organization to determine when and how to participate in dispute resolution; ---Provide guidance on the selection of providers and the use of their services; --- The top management participates in resolving disputes and allocates appropriate resources, and performs their duties; ---Fair, appropriate, transparent and convenient dispute resolution points; --- Provide guidance for the organization to participate in the management of dispute resolution; ---Monitoring, evaluating and improving the dispute resolution process. This document focuses on dispute resolution between the organization and the following parties. ---Individuals who purchase or use products and services for individual or family purposes; ---Small business. This document does not apply to the resolution of other types of disputes, such as employment relationship disputes. It also does not apply to the handling of complaints within the organization.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 Association < Customer Satisfaction> An organization composed of member organizations or individuals (3.12). [Source. 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