|
US$644.00 · In stock
Delivery: <= 4 days. True-PDF full-copy in English will be manually translated and delivered via email.
GB/T 19014-2019: Quality management - Customer satisfaction - Guidelines for monitoring and measuring
Status: Valid
| Standard ID | Contents [version] | USD | STEP2 | [PDF] delivered in | Standard Title (Description) | Status | PDF |
| GB/T 19014-2019 | English | 644 |
Add to Cart
|
4 days [Need to translate]
|
Quality management - Customer satisfaction - Guidelines for monitoring and measuring
| Valid |
GB/T 19014-2019
|
PDF similar to GB/T 19014-2019
Basic data | Standard ID | GB/T 19014-2019 (GB/T19014-2019) | | Description (Translated English) | Quality management - Customer satisfaction - Guidelines for monitoring and measuring | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 34,346 | | Date of Issue | 2019-12-31 | | Date of Implementation | 2020-07-01 | | Quoted Standard | GB/T 19000-2016 | | Adopted Standard | ISO 10004-2018, 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 and services. The primary concern of this International Standard is the organization's external customers. | GB/T 19014-2019: Quality management - Customer satisfaction - Guidelines for monitoring and measuring
---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 monitoring and measuring
ICS 03.120.10
A00
National Standards of People's Republic of China
Quality Management Customer Satisfaction
Monitoring and Measurement Guide
(ISO 10004..2018, IDT)
2019-12-31 release
2020-07-01 implementation
State Administration of Market Supervision
Published by the National Standardization Administration
Contents
Foreword III
Introduction IV
1 Scope 1
2 Normative references 1
3 Terms and definitions 1
4 Concepts and guidelines 2
4.1 General 2
4.2 Concept of customer satisfaction 2
4.3 Guiding Principle 2
5 Customer Satisfaction Monitoring and Measurement Framework 4
5.1 Organizational Environment 4
5.2 Establishment 4
6 Planning, design and development 4
6.1 Determining goals and objectives 4
6.2 Determining range and frequency 5
6.3 Determine implementation methods and responsibilities 5
6.4 Configuring Resources 5
7 running 5
7.1 General 5
7.2 Identifying customer expectations 6
7.3 Collecting customer satisfaction data 6
7.4 Analyzing Customer Satisfaction Data 8
7.5 Communicating customer satisfaction information 9
7.6 Monitoring customer satisfaction 10
8 Maintenance and improvement 10
Appendix A (informative) Interrelation between ISO 10001, ISO 10002, ISO 10003 and this standard 12
Appendix B (Informative) Conceptual Model of Customer Satisfaction 13
Appendix C (informative) Identifying customer expectations 15
Appendix D (informative) Direct measurement of customer satisfaction 17
Appendix E (Informative) Analysis of Customer Satisfaction Data 21
Appendix F (informative) Use of customer satisfaction information 25
References 26
Foreword
This standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard uses the translation method equivalent to ISO 10004..2018 "Guide to Quality Management Customer Satisfaction Monitoring and Measurement."
This standard was proposed and managed by the National Technical Committee for Quality Management and Quality Assurance Standardization (SAC/TC151).
This standard was drafted. China National Institute of Standardization, Shanghai Quality Association User Evaluation Center, Anhui Guoke Testing Technology Co., Ltd., Shandong
New Hope Liuhe Group Co., Ltd., Zhuhai Gree Electric Co., Ltd., China Quality Association, Shandong Tobacco Industry Co., Ltd.
South Cigarette Factory, Shandong China Tobacco Industry Co., Ltd. Qingdao Cigarette Factory, Infinite (China) Co., Ltd., Shandong Provincial Institute of Standardization, Beijing
嘀嘀 Infinite Technology Development Co., Ltd.
The main drafters of this standard. Cai Huali, Zhang Jingyi, Gao Feng, Shao Dongliang, Liu Zhenyu, Deng Zhi, Li Gao Shuai, Yang Ying, Meng Qinghua, Hou Yingying,
Liu Weide, Sun Liangquan, Tao Longfei, Liu Shixin, Wang Hengying, Jiang Yawei.
Introduction
0.1 General
One of the key elements of organizational success is customer satisfaction with the organization and its products and services. Therefore, it is necessary to monitor and measure customers
satisfaction.
Information obtained by monitoring and measuring customer satisfaction can help organizations identify opportunities for improvement in strategies, products, services, processes, and customer focus characteristics
Yes, to achieve the goals of the organization. These improvements can increase customer confidence and bring business benefits and other benefits to the organization.
This standard provides guidance for organizations to establish effective processes for monitoring and measuring customer satisfaction.
This standard focuses on the satisfaction of individuals or organizations with the ability or actual acceptance of products or services from public or private organizations.
0.2 Relationship with ISO 9001
This standard is compatible with ISO 9001 and supports its purpose by providing guidance on monitoring and measuring customer satisfaction. This standard helps organizations
Apply ISO 9001 specific clauses related to customer satisfaction, namely the following.
a) The scope of ISO 9001..2015 on quality management systems in 4.3;
b) 5.1.2 in ISO 9001..2015 regarding customer focus;
c) Quality objectives in 6.2.1 of ISO 9001..2015;
d) ISO 9001..2015 8.2.1c) regarding customer communication;
e) 9.1.2 of ISO 9001..2015 on customer satisfaction;
f) Analysis and evaluation of ISO 9001..2015, 9.1.3;
g) ISO 9001..2015 9.3.2c) regarding management review input;
h) ISO 9001..2015 10.1 on improvement.
This standard can also be used alone.
0.3 Relationship to ISO 9004
This standard is compatible with ISO 9004 and supports its goals by effectively and efficiently applying monitoring and measuring customer satisfaction processes.
ISO 9004 provides guidance for the organization's continued success. Use of this standard can enhance performance in the area of monitoring and measuring customer satisfaction
Facilitate sustained success. It also facilitates continuous improvement in the quality of products, services and processes based on feedback from customers and other interested parties.
Note. In addition to customers and complainants, other interested parties include suppliers, industry associations and their members, consumer organizations, relevant government agencies, individuals, owners and recipients.
Monitor and measure other parties affected by the customer satisfaction process.
This standard can also be used alone.
Relationship between 0.4 and ISO 10001, ISO 10002, and ISO 10003
This standard is compatible with ISO 10001, ISO 10002, and ISO 10003.The four standards can be used alone or in conjunction with any one.
use. When used together, this standard, ISO 10001, ISO 10002, and ISO 10003 can serve as a broader comprehensive framework
In this framework, customer satisfaction is enhanced through behavioral norms, complaint handling, dispute resolution, monitoring and measuring customer satisfaction.
(See Appendix A)
ISO 10001 contains an organization's code of conduct guidelines on customer satisfaction. This code of conduct reduces the likelihood of problems and eliminates them
Sources of complaints and disputes that lead to decreased customer satisfaction.
ISO 10001 and this standard can be used together. This standard supports the establishment and implementation of codes of conduct. For example, this standard describes
Processes can help organizations monitor and measure customer satisfaction with these codes of conduct (see ISO 10001..2018, 8.3). Similarly, codes of conduct can
Help the organization identify and implement processes for monitoring and measuring customer satisfaction. For example, an organization can establish information about monitoring and measuring customer satisfaction
Code of conduct for confidentiality of guest information.
ISO 10002 contains guidelines for internal handling of complaints related to products and services. The guideline addresses complaints effectively and efficiently,
Maintain customer satisfaction and customer loyalty.
ISO 10002 and this standard can be used together. The guidelines provided in this standard can support the establishment and implementation of a complaint handling process. example
For example, the procedures described in this standard can help organizations monitor and measure customer satisfaction with the complaint handling process (see ISO 10002..2018, 8.3).
In the same way, information about the complaint handling process can be used to monitor and measure customer satisfaction. For example, the frequency and type of complaints can be used
(See 7.3.2).
ISO 10003 contains guidelines for resolving disputes arising from complaints about products and services that have not been satisfactorily handled internally.
ISO 10003 can help reduce customer dissatisfaction resulting from unresolved complaints.
ISO 10003 and this standard can be used together. This standard supports the establishment and implementation of dispute resolution processes. For example, this standard describes
The described process can help the organization monitor and measure customer satisfaction with the dispute resolution process (see ISO 10003..2018, 8.3). The same reason, dispute resolution
This process information can be used to monitor and measure customer satisfaction. For example, the frequency and nature of disputes can be used as indirect indicators of customer satisfaction (see
7.3.2).
ISO 10001, ISO 10002 and ISO 10003 together provide guidance for reducing customer dissatisfaction and enhancing customer satisfaction. This standard
Complement ISO 10001, ISO 10002, and ISO 10003 by providing customer satisfaction monitoring and measurement guidelines. The information obtained helps
Instruct the organization to take steps to maintain or enhance customer satisfaction.
Quality Management Customer Satisfaction
Monitoring and Measurement Guide
1 Scope
This standard provides guidance for determining and implementing customer satisfaction monitoring and measurement processes.
This standard applies to organizations of all types, different sizes, and offering different products and services. This standard focuses on the external
Customers.
Note. The terms "product" and "service" in this standard refer to the products and services that the organization expects to provide to customers or customers.
2 Normative references
The following documents are essential for the application of this document. For dated references, only the dated version applies to this article
Pieces. For undated references, the latest version (including all amendments) applies to this document.
GB/T 19000-2016 Quality Management System Foundation and Terminology (ISO 9000..2015, IDT)
3 terms and definitions
The terms and definitions defined in GB/T 19000-2016 and the following apply to this document.
The URLs for the ISO and IEC standardization terminology databases are.
3.1
Customer
Individuals or organizations who can or actually accept products or services provided by them or on demand (3.7)
Examples. consumers, principals, end users, retailers, recipients, beneficiaries, and purchasers of products or services from internal processes.
Note. Customers can be internal or external to the organization.
[From. GB/T 19000-2016, 3.2.4]
3.2
Customer satisfaction
Customer (3.1) how they feel their expectations have been met
Note 1. Before the product or service is delivered, the organization (3.7) may not understand the customer's expectations, and even the customer is considering it. To achieve higher customers
Satisfaction may be necessary to meet those customers' expectations that are neither express nor normally implied or must be fulfilled.
Note 2. Complaint (3.3) is the most common expression of low satisfaction, but the absence of a complaint does not necessarily indicate that the customer is satisfied.
Note 3. Even if the specified customer requirements are consistent with and satisfied with the customer's wishes, it does not necessarily ensure that the customer is satisfied.
[From. GB/T 19000-2016, 3.9.2]
3.3
Complaint
< Customer Satisfaction> Express dissatisfaction with the organization (3.7) regarding the product, service or complaint handling process, whether or not it is explicitly expected to receive a response
Or solve the problem
Tips & Frequently Asked Questions:Question 1: How long will the true-PDF of GB/T 19014-2019_English be delivered?Answer: Upon your order, we will start to translate GB/T 19014-2019_English as soon as possible, and keep you informed of the progress. The lead time is typically 2 ~ 4 working days. The lengthier the document the longer the lead time. Question 2: Can I share the purchased PDF of GB/T 19014-2019_English with my colleagues?Answer: Yes. The purchased PDF of GB/T 19014-2019_English will be deemed to be sold to your employer/organization who actually pays for it, including your colleagues and your employer's intranet. Question 3: Does the price include tax/VAT?Answer: Yes. Our tax invoice, downloaded/delivered in 9 seconds, includes all tax/VAT and complies with 100+ countries' tax regulations (tax exempted in 100+ countries) -- See Avoidance of Double Taxation Agreements (DTAs): List of DTAs signed between Singapore and 100+ countriesQuestion 4: Do you accept my currency other than USD?Answer: Yes. If you need your currency to be printed on the invoice, please write an email to [email protected]. In 2 working-hours, we will create a special link for you to pay in any currencies. Otherwise, follow the normal steps: Add to Cart -- Checkout -- Select your currency to pay.
|