GB/T 36733-2018 English PDFUS$199.00 ยท In stock
Delivery: <= 3 days. True-PDF full-copy in English will be manually translated and delivered via email. GB/T 36733-2018: Evaluation guideline for service quality Status: Valid
Basic dataStandard ID: GB/T 36733-2018 (GB/T36733-2018)Description (Translated English): Evaluation guideline for service quality Sector / Industry: National Standard (Recommended) Classification of Chinese Standard: A12 Classification of International Standard: 03.380 Word Count Estimation: 10,139 Date of Issue: 2018-09-17 Date of Implementation: 2019-04-01 Issuing agency(ies): State Administration for Market Regulation, China National Standardization Administration GB/T 36733-2018: Evaluation guideline for service quality---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.Evaluation guideline for service quality ICS 03.380 A12 National Standards of People's Republic of China General rules of service quality evaluation Published on.2018-09-17 Implementation of.2019-04-01 State market supervision and administration China National Standardization Administration issued ContentForeword III 1 Scope 1 2 Normative references 1 3 Terms and Definitions 1 4 Evaluation Principle 2 4.1 Purpose Principle 2 4.2 Principle of operability 2 4.3 Comprehensive Principle 2 5 Evaluation content 2 5.1 Quality of Service Elements 2 5.2 Evaluation Indicator Selection 2 6 Evaluation method 2 6.1 Key Process Evaluation Method 2 6.2 Key Element Evaluation Method 3 6.3 Analytic Hierarchy Process 3 7 Evaluation Procedure 3 7.1 Evaluation Preparation 3 7.2 Establishing an evaluation indicator system 3 7.3 Monitoring acquisition and verification data 3 7.4 Forming evaluation conclusions 3 Appendix A (Normative Appendix) Service Quality Evaluation Index System Table 4ForewordThis standard was drafted in accordance with the rules given in GB/T 1.1-2009. This standard is proposed and managed by the National Service Standardization Technical Committee (SAC/TC264). This standard was drafted. China National Institute of Standardization, Quality Supervision Department of the State Administration of Markets, and Industry Coordination Division of the National Development and Reform Commission. The main drafters of this standard. Cheng Yonghong, Huang Guoliang, Cao Yuli, Xia Nong, Wang Dong, Li Zhongjuan, Hu Pinjie, Li Jiping, Yang Lan, Zeng Yi, Jing Wei, Hou Fei, Zhai Zongzhen, Liu Qi. General rules of service quality evaluation1 ScopeThis standard specifies the principles, contents, procedures and methods of service quality evaluation. This standard applies to evaluation activities of service organizations and related service activities.2 Normative referencesThe following documents are indispensable for the application of this document. For dated references, only dated versions apply to this article. Pieces. For undated references, the latest edition (including all amendments) applies to this document. GB/T 19000-2016 Quality Management System Foundation and Terminology GB/T 24620 service standard development guidelines to consider consumer demand GB/T 34417 Service Information Disclosure Specification3 Terms and definitionsThe following terms and definitions defined in GB/T 24620 and GB/T 19000-2016 apply to this document. 3.1 Organization A person or group of people whose functions, responsibilities, and relationships constitute their own functions in order to achieve their goals. Note. The concept of organization includes, but is not limited to, agents, companies, groups, businesses, enterprises, administrative agencies, joint ventures, associations, charities or research. An organization, or part or combination of the above-mentioned organizations, whether public or private, whether or not it is a legal entity. 3.2 Customer customer An individual or organization (3.1) that can or actually accepts the product or service (3.3) that it provides or that is provided on its request. Examples. consumers, principals, end users, retailers, recipients of products or services of internal processes, beneficiaries, and purchasers. Note. Customers can be internal or external to the organization. 3.3 Service service At least one activity must be organized (3.1) between the organization (3.1) and the customer (3.2). Note 1. Usually, the main elements of service are intangible. Note 2. Generally, the service includes activities in contact with the customer. In addition to determining the customer's request to provide services, it may also include establishing a continuous relationship with the customer. Departments, such as banks, accounting firms, or public organizations (such as schools or hospitals). Note 3. The provision of services may involve, for example. --- Activities performed on customer-supplied tangible products (such as cars that require maintenance). --- Activities completed on customer-supplied intangible products, such as the income statement required to prepare a tax return. --- Delivery of intangible products (such as information on knowledge transfer). --- Create an atmosphere for customers (such as in hotels and restaurants). Note 4. Usually, the service is experienced by the customer. [GB/T 19000-2016, definition 3.7.7] ......Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 36733-2018_English be delivered?Answer: Upon your order, we will start to translate GB/T 36733-2018_English as soon as possible, and keep you informed of the progress. The lead time is typically 1 ~ 3 working days. 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