GB/T 19018-2017 English PDFUS$599.00 · In stock
Delivery: <= 5 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 19018-2017: Quality management -- Customer satisfaction -- Guidelines for business-to-consumer electronic commerce transactions Status: Valid
Basic dataStandard ID: GB/T 19018-2017 (GB/T19018-2017)Description (Translated English): Quality management -- Customer satisfaction -- Guidelines for business-to-consumer electronic commerce transactions Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A00 Classification of International Standard: 03.120.10 Word Count Estimation: 30,372 Date of Issue: 2017-10-14 Date of Implementation: 2018-05-01 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 GB/T 19018-2017: Quality management -- Customer satisfaction -- Guidelines for business-to-consumer electronic commerce transactions---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 forbusiness-to-consumer electronic commerce transactions ICS 03.120.10 A00 National Standards of People's Republic of China Quality Management Customer Satisfaction Business - Consumer eCommerce Trading Guide Quality management-Customersatisfaction-Guidelinesfor (ISO 10008.2013, IDT) 2017-10-14 Published 2018-05-01 implementation General Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China China National Standardization Administration released Directory Foreword Ⅲ Introduction IV 1 Scope 1 2 Normative references 1 3 Terms and definitions 1 4 Guiding principle 2 4.1 General 2 4.2 Commitment 2 4.3 organizational skills 2 4.4 staff capacity 2 4.5 suitable 2 4.6 accurate 2 4.7 transparent 3 4.8 available 3 4.9 Response 3 4.10 Agree 3 4.11 Fairness 3 4.12 responsibility 3 4.13 Legal 3 4.14 Privacy 3 4.15 Security 3 4.16 Integration 3 4.17 Improvement 3 5 B2CECT system 4 5.1 framework 4 5.2 Goal 4 5.3 Process 4 5.3.1 General 4 5.3.2 Single-stage process 5 5.3.3 multi-stage process 5 5.4 Resources 6 5.4.1 General 6 5.4.2 B2CECT supplier 6 5.4.3 Procedure 6 5.4.4 Internal and external communication plan 6 5.5 Relevance 6 6 single-phase process 7 6.1 Pre-transaction stage 7 6.1.1 General 7 6.1.2 Content Creation 7 6.1.3 Content Delivery 7 6.1.4 Content Management 8 6.2 The transaction phase 9 6.2.1 General 9 6.2.2 Initial Selection Support 9 6.2.3 Consumer Identification 9 6.2.4 Final Price 10 6.2.5 Payment Selection Support 10 6.2.6 Authorization to pay 11 6.2.7 Order Confirmation 11 6.3 Post-trading phase 11 6.3.1 General 11 6.3.2 Delivery 11 6.3.3 Correction 11 6.3.4 Returns 12 7 multi-stage process 12 7.1 Consumer Interaction 12 7.1.1 General 12 7.1.2 B2CECT Specification 12 7.1.3 Consumer Support 13 7.1.4 Complaints Handling and External Dispute Resolution 13 7.1.5 Feedback Processing 13 7.2 Consumer Data Management 13 7.2.1 General 13 7.2.2 Security 13 7.2.3 Privacy 14 Keep and improve 8.1 Information Collection 14 8.2 B2CECT system performance evaluation 14 8.3 Satisfaction of B2CECT system 14 8.4 B2CECT system review 14 8.5 Continuous Improvement 15 Appendix A (Informative) Customer Satisfaction and Consumer Needs in B2CECT Environment Appendix B (Informative) Supplementary Reference 18 Appendix C (Normative) Information Delivery Guide 20 Appendix D (Informative) Organization B2CECT Specification Guide 22 References 23 ForewordThis standard was drafted in accordance with the rules given in GB/T 1.1-2009. This standard uses the translation method identical with ISO 10008.2013 "Quality Management Customer Satisfaction Enterprise - Consumer Electronic Commerce Transaction South "(English version). The documents of our country that are consistent with the corresponding international documents that are normative references in this standard are as follows. --- GB/T 19000-2016 Quality Management System Fundamentals and Terminology (ISO 9000.2015, IDT) This standard by the National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC151) and focal point. This standard was drafted unit. China National Institute of Standardization, Shanghai Quality Association, Shanghai Electronic Commerce Association, Shenzhen Standard Technology Research Institute, Qingdao Haier Quality Testing Co., Ltd., Shanghai Oriental Television Shopping Co., Ltd., Shanghai Quality System Audit Center, Alibaba (China) Co., Ltd., Beijing Jingdong Century Trade Co., Ltd., Beijing Forestry University. The main drafters of this standard. Kang key, Cai Waili, Tao Li Ping, Zhang Chenghe, Jia Yanli, Ren Xianquan, Yang Wei, Wang Jinde, Yuan Zheng, Xiao Di, Fan Kun.Introduction0.1 Overview This standard organization for the planning, design, development, implementation, maintenance and improvement of effective and efficient business - consumer e-commerce transactions (BusinesstoConsumerElectronicCommerceTransactions, B2CECT) system to provide guidance. The effective and efficient B2CECT system can help consumers and organizations in all aspects of transaction processing. This standard provides guidance for the organization and implementation of B2CECT system, thus. a) laid the foundation for consumers to enhance their confidence in B2CECT; b) improve the organization's ability to satisfy consumers; c) Help to reduce complaints and disputes. B2CECT deals with Internet transactions between organizations and consumers, whether consumers use any device (such as a personal computer, a tablet Brain, personal digital assistants and Internet-enabled handsets) over a wired or wireless network. For the purposes of this standard, B2C The ECT may also include other data-based communication networks (such as SMS delivery) and communication interfaces of different interfaces including websites, Pay the media page and email. This standard should be used in the following circumstances, apply to most of B2CECT process, at least during the transaction phase (see 5.3) (such as paid Cheng, consumer agreement confirmation or product distribution process). For organizations and consumers did not generate transactions, but there are some online interactive situation, this standard also applies, such as organizing online Advertising, but did not sell products online (or service). This standard does not apply to long-distance sales without an online part, such as a mail order, but can provide some references. This standard does not apply to transactions between individuals ("consumer - consumer"), but can be used to provide online services for the transaction between individuals Third party organizations. 0.2 and GB/T 19001 and GB/T 19004 the relationship between This standard is compatible with GB/T 19001 and GB/T 19004, through the effective and efficient implementation of the B2CECT system to support the above The realization of two standard goals. GB/T 19001 specifies the quality management system requirements for internal use by the organization can also be used for certification or contract purposes. According to this standard Implementing the B2CECT system can be an element of a quality management system. GB/T 19004 for the organization in the quality management of the continuation Improvements provide guidance. This standard will help promote the organization's continued success under the B2CECT environment. 0.3 and GB/T 19010, GB/T 19012, GB/T 19013 and ISO 10004 relationship between This standard GB/T 19010, GB/T 19012, GB/T 19013 and ISO 10004 compatible. These five standards can be used independently, Can also be used at the same time. When used together, these standards can help organizations in B2C and non-B2C environments as a broader consolidation framework Improve customer satisfaction. Organizations can use GB/T 19010 to plan, design, develop, implement, maintain and improve the B2CECT specification, which is the B2C Part of the ECT system. Complaints handled in GB/T 19012, GB/T 19013 and ISO 10004 respectively, External Dispute Resolution Both customer satisfaction monitoring and measurement can be an important part of the B2CECT system. Quality Management Customer Satisfaction Business - Consumer eCommerce Trading Guide1 ScopeThis standard provides guidance for organizing the planning, design, development, implementation, maintenance and improvement of an effective and efficient B2CECT system. This standard applies to organizations engaged in or planning to engage in B2CECT, regardless of their size, type and activity. This standard does not intend to be part of the consumer contract, nor does it intend to change the existing laws and regulations under the rights or obligations. The purpose of this standard is to help organizations establish a fair, efficient, efficient, transparent and secure B2CECT system to increase consumer awareness B2CECT confidence, and enhance customer satisfaction. This standard is mainly aimed at B2CECT system for trading consumer groups. This standard can be used as a supplement to the organization's quality management system.2 Normative referencesThe 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. ISO 9000 Quality Management System Fundamentals and Terminology (Qualitymanagementsystems-Fundamentalsandvocab- ulary3 Terms and definitionsISO 9000 defined and the following terms and definitions apply to this document. 3.1 Business - Consumer eCommerce transactions businesstoconsumerelectroniccommercetransactions; B2CECT Organizations (3.2) A series of interactive activities that provide products (3.4) and services to consumers (3.3) online. 3.2 Organization organization A person or group of persons whose functions are constituted by responsibilities, authorities and interdependencies to achieve their goals. Note 1. The concept of organization includes, but is not limited to, agents, companies, groups, firms, enterprises and public institutions, administrative agencies, joint ventures, associations, charities or research institutes Agencies, or portions or combinations of such organizations, whether corporate or not, public or private. Note 2. This is a generic term and core definition in the ISO Management System standard given in Annex SL to the ISO Supplement to ISO /IEC Guide Part 1 First, the original definition has been revised by modifying Note 1. 3.3 Consumer consumer A member of the general public who buys or uses the product (3.4) for personal, family or family members needs. Note 1. Consumers include potential consumers. [Source .ISO /IEC Guide 76.2008,3.4, modified as. "Goods, property or services" replaced by "product", the original note delete. ] (National standard corresponding to ISO /IEC Guide 76.2008 is GB/T 24620-2009) ......Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 19018-2017_English be delivered?Answer: Upon your order, we will start to translate GB/T 19018-2017_English as soon as possible, and keep you informed of the progress. The lead time is typically 3 ~ 5 working days. 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