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GB/T 19012-2019 English PDF

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GB/T 19012-2019: Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
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GB/T 19012: Evolution and historical versions

Standard IDContents [version]USDSTEP2[PDF] delivered inStandard Title (Description)StatusPDF
GB/T 19012-2019English599 Add to Cart 6 days [Need to translate] Quality management - Customer satisfaction - Guidelines for complaints handling in organizations Valid GB/T 19012-2019
GB/T 19012-2008English999 Add to Cart 4 days [Need to translate] Quality management -- Customer satisfaction -- Guidelines for complaints handling in organizations Obsolete GB/T 19012-2008

PDF similar to GB/T 19012-2019


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Basic data

Standard ID GB/T 19012-2019 (GB/T19012-2019)
Description (Translated English) Quality management - Customer satisfaction - Guidelines for complaints handling in organizations
Sector / Industry National Standard (Recommended)
Classification of Chinese Standard A00
Classification of International Standard 03.120.10
Word Count Estimation 30,391
Date of Issue 2019-06-04
Date of Implementation 2020-01-01
Older Standard (superseded by this standard) GB/T 19012-2008
Quoted Standard ISO 9000
Adopted Standard ISO 10002-2018, IDT
Issuing agency(ies) State Administration for Market Regulation, China National Standardization Administration
Summary This standard applies to organizations of all types, sizes and offering different products or services, as well as organizations in various industries. Appendix B specifically provides guidance for small businesses. This standard focuses on the following aspects of complaint handling: a) by fostering a customer-focused environment, accepting feedback (including complaints), resolving complaints received, and improving the organization's ability to improve its products and services, including customer service, To enhance customer satisfaction; b) top management through participation and provision, allocation of sufficient resources (including personnel training)

GB/T 19012-2019: Quality management - Customer satisfaction - Guidelines for complaints handling in 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 complaints handling in organizations ICS 03.120.10 A00 National Standards of People's Republic of China Replace GB/T 19012-2008 Quality Management Customer Satisfaction Organization Complaint Handling Guidelines (ISO 10002.2018, IDT) 2019-06-04 released 2020-01-01 Implementation State Administration for Market Regulation Issued by China National Standardization Administration

Table of contents

Preface 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 Ability 3 4.4 Transparency 3 4.5 Easy access 3 4.6 Response 3 4.7 Objective 3 4.8 Cost 3 4.9 Complete information 3 4.10 Confidentiality 3 4.11 The customer-focused approach 3 4.12 Responsibility 3 4.13 Improvement 3 4.14 Personnel capacity 3 4.15 Timely 4 5 Complaint handling framework 4 5.1 Organizational environment 4 5.2 Leadership and Commitment 4 5.3 Policy 4 5.4 Responsibility and authority 4 6 Planning, design and development 5 6.1 General 5 6.2 Objective 5 6.3 Activity 6 6.4 Resources 6 7 Operation of the complaint handling process 6 7.1 Communication 6 7.2 Complaint acceptance 6 7.3 Complaint tracking 6 7.4 Notification of acceptance 7 7.5 Preliminary assessment of complaints 7 7.6 Complaint investigation 7 7.7 Complaint response 7 7.8 Program communication 7 7.9 Complaint termination 7 8 Maintain and improve 7 8.1 Information collection 7 8.2 Complaint analysis and evaluation 7 8.3 Evaluation of the satisfaction degree of the complaint handling process 8 8.4 Monitoring the complaint handling process 8 8.5 Review of complaint handling process 8 8.6 Management review of the complaint handling process 8 8.7 Continuous improvement 9 Appendix A (informative appendix) GB/T 19010, this standard, GB/T 19013 and GB /Z 27907 interrelationship 10 Appendix B (informative appendix) Small Business Guide 11 Appendix C (Informative Appendix) Complainant Registration Form 12 Appendix D (informative appendix) Objective 13 Appendix E (informative appendix) Complaint handling flowchart 15 Appendix F (Informative Appendix) Complaint Handling Record Form 16 Appendix G (informative appendix) Response 19 Appendix H (informative appendix) Progressive flowchart 20 Appendix I (informative appendix) Continuous monitoring 21 Appendix J (informative appendix) Audit 23 References 24

Foreword

This standard was drafted in accordance with the rules given in GB/T 1.1-2009. This standard replaces GB/T 19012-2008 "Guidelines for the Handling of Complaints by Quality Management Customer Satisfaction Organizations". Compared with GB/T 19012-2008, except for editorial changes, the main technical changes of this standard are as follows. ---The standard structure changes to ensure greater coordination among many different management system standards. This standard is managed according to ISO The high-level structure of the system standard has adjusted the overall structure of the standard; --- Highlight service, "product" becomes "product and service"; --- Emphasize "risk-based thinking" to support and improve the understanding and application of process methods; ---Guiding principles have been increased from 10 to 15, adding "commitment", "capacity", "transparency", "personal competence", and "timely". The content has been modified; --- "Organizational Environment", "Leadership and Commitment" and other corresponding contents have been added to the "Complaint Handling Framework"; --- An informative appendix has been added to illustrate the relationship between this standard and other related standards; --- Modify the complaint handling record form. The translation method used in this standard is equivalent to ISO 10002.2018 "Guidelines for Complaint Handling of Quality Management Customer Satisfaction Organizations". The Chinese documents that have a consistent correspondence with the international documents cited in this standard are as follows. ---GB/T 19000-2016 Quality Management System Foundation and Terminology (ISO 9000.2015, IDT) This standard was proposed and managed by the National Standardization Technical Committee for Quality Management and Quality Assurance (SAC/TC151). Drafting organizations of this standard. China National Institute of Standardization, Shanghai Quality Association, China Quality Association, State Administration for Market Regulation Inspection and Testing Department, China Southern Power Grid Co., Ltd., Shanghai International Airport Co., Ltd., China Quality Inspection Association, Naval Equipment Department Inspection and Supervision Bureau, Tongwei Solar (Chengdu) Co., Ltd., Beijing Didi Infinite Technology Development Co., Ltd., Ningbo Fangtai Kitchenware Co., Ltd., Daquan Group Co., Ltd., Shanghai Hill Enterprise Management Consulting Co., Ltd., China Certification Center Co., Ltd., Tianjin Huacheng Certification Co., Ltd., The Civil Aviation University of China, the 724th Research Institute of China Shipbuilding Industry Corporation, the Automotive Engineering Research Institute of Guangzhou Automobile Group Co., Ltd. Comment) Technology Beijing Co., Ltd., Shantou Bo New Energy Holdings Development Co., Ltd., Binzhou Zhanhua District Metrology and Testing Institute. The main drafters of this standard. Kang Jian, Yang Ying, Jiang Shudong, Li Gaoshuai, Zhang Huicai, Xie Hui, Dong Wei, Chen Yuefei, Xia Ming, Xie Yi, Wang Hengying, Zheng Ying, Wei Linhui, Xie Yi, Xia Fang, Yu Jing, Wang Yonggang, Fan Hanqiang, Li Haiyan, You Jiancheng, Yang Tonglan, Zhu Wei. The previous versions of the standard replaced by this standard are as follows. ---GB/T 19012-2008.

Introduction

0.1 General This standard provides guidelines for the organization to plan, design, develop, operate, maintain and improve an effective and efficient complaint handling process. There are various types of commercial or non-commercial activities, as well as the complaint handling process related to e-commerce, so that the organization and its customers, complainants and other He related parties benefit. Regardless of the size, region, and industry of the organization, the information obtained from the complaint handling process can be used for product, service and process analysis. Improve, and when complaints are handled properly, the reputation of the organization can be improved. In the global market, due to the use of this standard, Providing a trusted and consistent complaint handling method makes its value more obvious. An effective and efficient complaint handling process reflects the needs and expectations of the organization and recipient of the product or service. Using the complaint handling process described in this standard can enhance customer satisfaction, encourage customer feedback (including complaints when they are not satisfied), and can Provide opportunities to maintain or enhance customer loyalty and recognition, and improve the organization's competitiveness at home and abroad. Implementing the process described in this standard will be able to. --- Provide complainants with an open and responsive complaint handling process channel; ---Enhance the organization's ability to resolve complaints in a consistent, systematic and positive response manner to satisfy both the complainant and the organization; ---Improve the organization's ability to identify complaint trends and eliminate the causes of complaints, and improve the operation of the organization; ---Help the organization to resolve complaints in a customer-focused manner, and encourage organizational personnel to improve their skills in serving customers; ---Provide a basis for continuous review and analysis for the complaint handling process, resolving complaints, and improving related processes. The organization can use the complaint handling process in conjunction with the customer satisfaction code of conduct and the external dispute resolution process. The focus of this standard is the satisfaction of individuals or organizations with the products or services that they accept or may accept. These products or services are Available or provided by private organizations. 0.2 Relationship with GB/T 19001 and GB/T 19004 This standard 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 standard can also be used alone. GB/T 19001 specifies the quality management system requirements. The complaint handling process described in this standard can be used as the quality management system An element. GB/T 19004 provides guidelines for continuous performance improvement. The use of this standard can further enhance the organization’s complaint handling performance and 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. Continue to improve. Note. In addition to customers and complainants, other relevant parties include suppliers, industry associations and their members, consumer organizations, relevant government agencies, employees, and owners And other individuals or organizations affected by the complaint handling process. 0.3 Relationship with GB/T 19010, GB/T 19013 and GB /Z 27907 This standard is compatible with GB/T 19010, GB/T 19013 and GB /Z 27907.These four standards can be used alone or with any one of them. Used together. When used together, this standard, GB/T 19010, GB/T 19013 and GB /Z 27907 can be used as a broader Part of the comprehensive framework. Under this framework, through code of conduct, complaint handling, dispute resolution, and monitoring and measuring customer satisfaction To enhance customer satisfaction (see Appendix A). GB/T 19010 contains guidelines for the organization's code of conduct regarding customer satisfaction. This code of conduct can reduce the likelihood of problems and Eliminate the root causes of complaints and disputes that cause decreased customer satisfaction. GB/T 19013 contains guidelines for resolving disputes arising from complaints related to products and services that have not been handled satisfactorily internally. GB/T 19013 can help reduce customer dissatisfaction caused by unresolved complaints. GB /Z 27907 provides guidance on customer satisfaction monitoring and measurement to GB/T 19010, GB/T 19012 and GB/T 19013. supplement. GB /Z 27907 focuses on external customers of the organization. The guidelines provided by GB /Z 27907 can help establish and implement complaint handling Process, for example, the process described in GB /Z 27907 can help organizations monitor and measure customer satisfaction with the complaint handling process (see 8.3). with In this way, information from the complaint handling process can be used to monitor and measure customer satisfaction. For example, the frequency and type of complaints can be used as customer satisfaction Indirect indicators (see GB /Z 27907-2011, 7.3.2). Quality Management Customer Satisfaction Organization Complaint Handling Guidelines

1 Scope

This standard provides guidelines for the handling of complaints related to products and services within the organization, including planning, design, development, operation, maintenance and Improve the process. The complaint handling process described in this standard is suitable as one of the processes of the entire quality management system. Note. In this standard, the terms "product" and "service" refer to the output provided by the organization for customers or as required by customers. This standard applies to organizations of various types, sizes and offering different products or services, as well as organizations in various industries. Appendix B Special guides for small businesses are provided. This standard focuses on the following aspects of complaint handling. a) By creating an environment where customers are the focus of attention, accepting feedback (including complaints), resolving complaints received, and improving the organization Improve its product and service capabilities, including customer service, to enhance customer satisfaction; b) The top management fulfills its commitments through participation and provision and allocation of sufficient resources (including personnel training); c) Identify and pay attention to the needs and expectations of the complainant; d) Provide complainants with an open, effective and easy-to-use complaint process; e) Analysis and evaluation of complaints in order to improve the quality of products and services, including customer service; f) Review the complaint handling process; g) Review the effectiveness and efficiency of the complaint handling process. This standard does not apply to disputes and labor relationship disputes that need to be resolved outside the organization.

2 Normative references

The following documents are indispensable for the application of this document. For dated reference documents, only the dated version applies to this article Pieces. For undated references, the latest version (including all amendments) applies to this document. ISO 9000 Quality Management System Fundamentals and Terminology (Qualitymanagementsystems-Fundamentalsandvocabu- lary)

3 Terms and definitions

The following terms and definitions defined in ISO 9000 apply to this document. 3.1 Complainant Individuals, organizations (3.8) or their representatives making complaints (3.2) [Source. ISO 10001.2018, definition 3.2] 3.2 Complaint Express dissatisfaction with the organization (3.8) regarding the product, service or complaint handling process, regardless of whether there is a clear expectation of a response or problem resolution Note 1.Complaints can also be generated in other links in the interaction between the organization and the customer (3.3). Note 2.Complaints can be direct or indirect. [Source. GB/T 19000-2016, definition 3.9.3, deleted "< Customer Satisfaction>", and added Note 1 and Note 2.]

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