Search result: GB/T 19010-2021 (GB/T 19010-2009 Older version)
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Quality management - Customer satisfaction - Guidelines for codes of conduct for organizations
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Quality management -- Customer satisfaction -- Guidelines for codes of conduct for organizations
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GB/T 19010-2009
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| Standard ID | GB/T 19010-2021 (GB/T19010-2021) | | Description (Translated English) | | | Sector / Industry | National Standard (Recommended) |
GB/T 19010-2021
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 contents
Foreword 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 17
Preface
This 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.
introduction
0.1 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 Conduct
1 Scope
This 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 references
The 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 definitions
The 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).
......
GB/T 19010-2009
Quality management.Customer satisfaction.Guidelines for codes of conduct for organizations
ICS 03.120.10
A00
National Standards of People's Republic of China
GB/T 19010-2009/ISO 10001.2007
Quality Management Customer Satisfaction
Organization Code of Conduct Guidelines
(ISO 10001.2007, IDT)
Posted 2009-09-30
2009-12-01 implementation
Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
Standardization Administration of China released
Table of Contents
Introduction Ⅲ
Introduction Ⅳ
1 Scope 1
2 Normative references 1
3 Terms and definitions
4 Guiding Principle 2
4.1 General 2
4.2 Commitment 2
4.3 Capacity 2
4.4 Transparent 2
4.5 convenient 2
Response 2 4.6
4.7 accurate 2
4.8 Responsibilities 2
4.9 Continuous Improvement 2
5 normative framework 2
5.1 Establish 2
5.2 Integration 3
6 planning, design and development 3
6.1 specification to determine the target 3
6.2 collecting and evaluating information 3
Enter 6.3 to access and evaluate stakeholders 3
6.4 norm 3
6.5 the development of performance indicators 3
6.6 3 norm-setting procedures
6.7 to develop internal and external communication plan 4
6.8 determine resource requirements 4
7 Example 4
8 maintain and improve 4
8.1 Information Collection 4
8.2 Evaluation of the performance specification 4
8.3 specification level of satisfaction 4
8.4 specifications and regulatory framework of the review 5
8.5 Continuous Improvement 5
Appendix A (informative) specification content in different tissues simple example 6
Appendix B (Informative Appendix) GB/T 19010, GB/T 19012 and GB/T 19013 internal relations 7
Annex C (informative) Small Business Guide 8
Annex D (normative) Convenience Guide 9
GB/T 19010-2009/ISO 10001.2007
Appendix E (normative) to obtain the relevant parties entered Guide 10
Annex F (informative) regulatory framework 11
Annex G (informative) adopted by another organization to provide a standardized guide 12
Annex H (normative) Specification Guide 13
Annex I (normative) communication planning guide 14
References 15
GB/T 19010-2009/ISO 10001.2007
Foreword
This standard is identical with ISO 10001.2007 "Quality Management Customer satisfaction organizational code of conduct guidelines."
The editorial changes made the following standard.
a) The "this International Standard" by "this standard";
b) Remove the preface to the international standards.
The Standard Appendix A, Appendix B, Appendix C, Appendix F, Appendix G is informative appendix, Appendix D, Appendix E, Appendix H and Appendix I is
Normative appendix.
This standard by the national quality management and quality assurance Standardization Technical Committee (SAC/TC151) and focal points.
This standard drafting units. China National Institute of Standardization, China Quality Association, the Haier Group, Grand River Group Co., Ltd.
The main drafters. Zhang Rongjing, Zhengzhao red, Kang Jian, Pei Fei, Zhu Lien, Wang Xiaosheng, solution UN Chi, Zhengkui Jing, Feng Wei.
GB/T 19010-2009/ISO 10001.2007
introduction
0.1 General
Maintain high levels of customer satisfaction is an important challenge for many organizations, one of the ways to meet this challenge is to implement customer satisfaction
Code of Conduct. Customer satisfaction code of conduct consists of promises and related provisions, including product delivery, product returns, customer information processing, wide
Report, and with the specific product attributes or performance requirements (see example in Appendix A). Customer satisfaction code of conduct can be an effective complaint tube
Part of the processing method, comprising.
a) complaints prevention, by appropriate use of customer satisfaction code of conduct;
b) internal complaints handling, for example, customers that are not satisfied with the face;
c) external dispute resolution, the complaint can not be satisfied with the process within the time.
The standard for the organization to determine customer satisfaction with all provisions of the code of conduct to provide guidance, customer satisfaction code of conduct to meet customer needs
And expectations, and is accurate, not misleading. Its use is as follows.
--- Promote fair trade and enhance customer trust for the organization;
--- Improvement of product and customer relations and customer expectations of understanding the organization, in order to reduce possible misunderstandings and complaints;
--- Reduce the possibility of increasing tissue customer management behavior of the new rules.
And 0.2 GB/T 19001 and GB/T 19004 Relationship
This standard and GB/T 19001 "Quality Management System Requirements" and GB/T 19004 "Quality management systems Guidelines for performance improvements" phase
Capacity, and support the above two criteria by regulating the process effective and efficient development and implementation of customer satisfaction related behavioral goals. this
Standards can also be used separately.
GB/T 19001 "Quality Management System requirements" defines the quality management system requirements, available within the organization, it can also be used for authentication
Or for contractual purposes. Follow the implementation of this standard of customer satisfaction code of conduct can be used as an element of the quality management system. For authentication or close
The same is not the purpose of this standard.
GB/T 19004 "Quality management systems Guidelines for performance improvements" to provide guidance for the continual improvement of performance. Use of this standard can be further
Enhance organizational performance norms of behavior, and other interested parties to improve customer satisfaction levels, in order to promote customer feedback and other interested parties on the basis of
Product and process quality and continuous improvement.
NOTE. In addition to customers, other stakeholders may include suppliers, industry associations and their members, customer organizations, relevant government agencies, employees, owners and other organizations that
To organize customer satisfaction code of conduct affected groups.
0.3 Relationship with GB/T 19012-2008 and GB/T 19013-2009 of
This standard and GB/T 19012 and GB/T 19013 compatible. These three criteria can be used independently, or in combination with any of them.
When used together, the present standard, GB/T 19012 and GB/T 19013 can be used as a comprehensive framework for a broader part in this
The next frame by a code of conduct, complaint handling and dispute resolution to increase customer satisfaction (see Appendix B).
GB/T 19012 is a guide to dealing with internal product-related complaints. Organizations can be made by fulfilling customer satisfaction in the Code of Conduct
Commitment to reduce the potential for customer confusion exists expect organization and its product, reducing the likelihood of problems.
GB/T 19013 complaints and product-related dispute can not be resolved satisfactorily resolved when the guidelines within the organization. When a dispute has arisen
, The code of conduct can assist the parties in understanding customer expectations and help organizations meet these expectations.
0.4 Compliance Description
This standard is a guidance document. All applicable guidelines provided in this standard, is the customer satisfaction code of conduct in the planning, set up
Design, development, implementation, maintenance and improvement guidance.
However, any claim or imply compliance with this standard explanation is inadequate, and therefore should not make such a statement.
NOTE. In the promotional and communication materials in compliance with any claim or imply this standard is inappropriate, such as press releases, advertisements, marketing brochures, videos,
Employee notices, signs, banners and words for a variety of media, covering print, broadcast, Internet, multimedia applications, products, labels, tags and slogans.
GB/T 19010-2009/ISO 10001.2007
Quality Management Customer satisfaction organizational code of conduct guidelines
1 Scope
The standard for the planning, design, development, implementation, maintenance and improvement of customer satisfaction code of conduct to provide guidance.
This standard applies to organizations associated with the product code of conduct, including the organization of their behavior in order to improve customer satisfaction for the customer to make it
Commitments and relevant regulations. Appendix A provides a simple example of different organizations regulate content.
Note 1. The standard term "product" includes services, software, hardware and processed materials.
Note 2. The standard term "product" applies only to the customer or the customer is expected to provide the desired product.
The standard for type, size and use of the product in different organizations, including the design of customer satisfaction for the behavior of other organizations Regulation
Fan organizations. Appendix C provides a small business guide.
This standard does not provide customer satisfaction code of conduct specific content, does not involve other types of behavior, such as the organization with employees, their
His organization, the supplier relationship and behavior norms.
This standard should not be used for certification or for contractual purposes, nor intended to alter the rights and obligations under applicable laws and regulations may require.
Note 3. Although this standard is not appropriate for the contract, but customer satisfaction codes of conduct promises can be included in the organization's contract.
Note 4. This standard applies to all customer satisfaction codes of conduct, in particular the purchase or use of goods, property or services for the customer as an individual or family who
Satisfaction code of conduct.
2 Normative references
The following documents contain provisions which, through reference in this standard and become the standard terms. For dated references, subsequent
Amendments (not including errata content) or revisions do not apply to this standard, however, encourage the parties to the agreement are based on research
Whether the latest versions of these documents. For undated reference documents, the latest versions apply to this standard.
GB/T 19000-2008 Quality Management System - Fundamentals and vocabulary (ISO 9000.2005, IDT)
3 Terms and Definitions
GB/T 19000-2008 and established the following terms and definitions apply to this standard.
3.1
Commitment and the relevant provisions of tissue (3.6) in order to improve customer satisfaction (3.5) on the behavior of customers (3.4) made
Note 1. The relevant provisions can include objectives, conditions, limitations, contact information and complaint handling procedures.
Note 2. This standard, the term "regulate" means that "customer satisfaction code of conduct."
3.2
Complaints (3.3) individuals, organizations (3.6) or his representative
NOTE. by GB/T 19012, which "representative" to represent individuals or organizations.
3.3
Product or complaint handling processes of the organization expressed dissatisfaction, including expect a reply or resolve express or implied
Show
[GB/T 19012-2008,3.2]
NOTE. Complaints can target specification (3.1).
GB/T 19010-2009/ISO 10001.2007
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