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GB/T 36686-2018: Specification for automobile after-sales service Delivery: 9 seconds. True-PDF full-copy in English & invoice will be downloaded + auto-delivered via email. See step-by-step procedure Status: Valid
Similar standardsGB/T 36686-2018: Specification for automobile after-sales service---This is an excerpt. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.), auto-downloaded/delivered in 9 seconds, can be purchased online: https://www.ChineseStandard.net/PDF.aspx/GBT36686-2018GB NATIONAL STANDARD OF THE PEOPLE’S REPUBLIC OF CHINA ICS 43.020 T 04 Specification for automobile after-sales service Issued on: SEPTEMBER 17, 2018 Implemented on: APRIL 1, 2019 Issued by. State Administration for Market Regulation; Standardization Administration of the People's Republic of China. Table of ContentsForeword ... 3 1 Scope ... 4 2 Normative references ... 4 3 Terms and definitions ... 4 4 Environment and personnel requirements for automobile after-sales service ... 5 5 Automobile after-sales service process requirements ... 6 6 Customer tracking and complaint handling ... 9 Specification for automobile after-sales service1 ScopeThis Standard specifies the basic requirements for automobile after-sales service, including service environment and personnel, service process and customer complaint handling. This Standard applies to after-sales service of automobile service provider.2 Normative referencesThe following referenced documents are indispensable for the application of this document. For dated references, only the edition dated applies to this document. For undated references, the latest edition of the referenced documents (including all amendments) applies to this document. GB/T 3730.1, Motor vehicles and trailers – Types – Terms and definitions GB/T 19000, Quality management systems – Fundamentals and vocabulary GB 26877, Discharge standard of water pollutants for motor vehicle maintenance and repair3 Terms and definitionsFor the purposes of this document, the following terms and definitions, and those given in GB/T 3730.1 and GB/T 19000, apply. 3.1 automobile after-sales service Process in which maintenance and other technical services are provided for customers and their automobile products through contact with customers and automobile products sold, in order to meet the requirements for their normal use of automobile products. 3.25 Automobile after-sales service process requirements5.1 General requirements 5.1.1 Automobile service providers engage in commercial activities related to automobile products. they shall run by law and in good faith; they shall provide standard services; they shall act as a fair competitor. 5.1.2 Automobile service providers shall plan and provide special resource-service environment for services, including. a) direct and indirect personnel required for after-sales services; b) fixed places and ancillary facilities such as service presentation, business discussion, product repair, spare part storage and parking; c) equipment required for service sales and after-sales services; d) special skills and techniques; e) appropriate service environment; f) financial resources. These resources and service environment shall match with the operation scale of service provider; they shall be under effective management. 5.1.3 They shall establish a quality management system complying with relevant laws, regulations and quality standards, which matches with service items. 5.1.4 For exit-factory automobile products, automobile service provider shall provide the following data along with automobile products. a) automobile product conformity certificate; b) use instructions or technical instructions to automobile products; c) list of spare parts. 5.2 After-sales service process and quality requirements 5.2.1 After-sales service process requirements They shall establish a complete, scientific, rationalized after-sales service process, which shall include. a) service communication; a) test on completion; b) necessary cleaning and packaging (such as automobile washing and part packaging); c) resetting; d) informing of replaced parts; e) closing windows, locking doors and parking at prescribed parking spaces. 5.3.2 In-company handover personnel shall carry out verification before handover, including verification of maintenance work orders and services. a) service items completed as specified; b) completeness of inspection records; c) necessary signature and date; d) cleanliness of products; e) replaced parts. 5.3.3 Responsible personnel shall hand over products to customers in accordance with the prescribed time and method. The following duties shall be executed before handover. a) printing settlement lists, in which repair materials and man-hour costs shall be calculated respectively; b) explanation of service items and cost components; c) guiding customers to pay service charges; d) presenting invoices, settlement lists, motor-vehicle complete maintenance conformity certificate and exit permit; e) if necessary, providing after-sales extended services. 5.3.4 During the delivery of safety items and important maintenance items, after-sales service provider shall demonstrate the performance to customers. 5.4 Maintenance rescue service 5.4.1 Where after-sales service providers provide 24-h telephone and maintenance rescue services, they shall pre-announce rescue telephones and charging standards. ......Source: Above contents are excerpted from the full-copy PDF -- translated/reviewed by: www.ChineseStandard.net / Wayne Zheng et al. 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