GB/T 27400-2020 (GB/T27400-2020, GBT 27400-2020, GBT27400-2020)
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Conformity assessment -- General rules for service certification techniques
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GB/T 27400-2020
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Standards related to: GB/T 27400-2020
| Standard ID | GB/T 27400-2020 (GB/T27400-2020) | | Description (Translated English) | Conformity assessment -- General rules for service certification techniques | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.20 | | Word Count Estimation | 10,113 | | Date of Issue | 2020-03-06 | | Date of Implementation | 2020-10-01 | | Drafting Organization | China Certification and Accreditation Association, Shanghai Beiheng Testing Technology Co., Ltd., China National Accreditation Center for Conformity Assessment, Shanghai Institute of Quality Management, China National Institute of Standardization, Zhonghuan United (Beijing) Certification Center Co., Ltd., Shenzhen Institute of Standards and Technology, China University of Metrology, China Institute of Electronic Technology Standardization, Shanghai Quality System Audit Center, Guangzhou Saibao Certification Center Service Co., Ltd., China Council for the Promotion of International Trade Business Industry Committee, Zhongbiao Hexin (Beijing) Certification Co., Ltd. | | Administrative Organization | National Certification and Accreditation Standardization Technical Committee (SAC/TC 261) | | Proposing organization | National Certification and Accreditation Standardization Technical Committee (SAC/TC 261) | | Issuing agency(ies) | State Administration for Market Regulation, National Standardization Administration | GB/T 27400-2020
GB
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 03.120.20
A 00
Conformity assessment - General rules for service
certification techniques
ISSUED ON: MARCH 6, 2020
IMPLEMENTED ON: OCTOBER 1, 2020
Issued by: State Administration for Market Regulation;
Standardization Administration of the PRC.
Table of Contents
Foreword ... 3
Introduction ... 4
1 Scope ... 6
2 Normative references ... 6
3 Terms and definitions ... 6
4 Principles for service certification techniques... 10
5 Service certification techniques ... 10
5.1 General ... 10
5.2 Definition of scope of certification ... 11
5.3 Selection of certification criteria ... 11
5.4 Selection and application of certification modes ... 11
5.5 Certification evaluation arrangements ... 12
5.6 Experience program planning ... 13
5.7 Methods of use and labeling of certification documents ... 14
5.8 Methods and principles of certification scheme establishment ... 14
5.9 Methods for certification suspension, cancellation and revocation ... 15
Bibliography ... 17
Conformity assessment - General rules for service
certification techniques
1 Scope
This Standard specifies the general service certification techniques, including
requirements such as principles for service certification techniques and service
certification techniques.
This Standard applies to third-party conformity assessment activities for specific
services. The first-party and second-party conformity assessment activities can refer to
it for use.
2 Normative references
The following documents are indispensable for the application of this document. For
the dated references, only the editions with the dates indicated are applicable to this
document. For the undated references, the latest edition (including all the amendments)
are applicable to this document.
GB/T 24421.2-2009 Guidelines for standardization of organizations in service sector
- Part 2: Standard system
GB/T 27000-2006 Conformity assessment - Vocabulary and general principles
(ISO/IEC 17000:2004, IDT)
GB/T 27065-2015 Conformity assessment - Requirements for bodies certifying
products, processes and services (ISO/IEC 17065:2012, IDT)
GB/T 27067-2017 Conformity assessment - Fundamentals of product certification
and guidelines for product certification schemes (ISO/IEC 17067:2013, IDT)
GB/T 27205-2019 Conformity assessment - Guidelines and examples of a
certification scheme for services
3 Terms and definitions
The terms and definitions defined in GB/T 27000-2006 and the following ones apply
to this document.
3.1
Service
An output of a service provider for which at least one activity must take place between
the service provider and the customer.
Note 1: Usually, the main elements of a service are intangible.
Note 2: Usually, a service consists of activities in contact with the customer. In addition to
determining the customer's requirements in order to provide the service, it may include
establishing an ongoing relationship with the customer; such as: services provided by banks,
accounting firms, or public organizations (such as: schools or hospitals).
Note 3: The provision of services may involve, for example:
- Activities performed on a customer-supplied tangible product (such as a car in need of
repair).
- Activities performed on a customer-supplied intangible product (such as an income
statement required for tax returns).
- Delivery of intangible products (such as provision of information for knowledge transfer).
- Create an atmosphere for customers (such as in hotels and restaurants).
Note 4: Typically, service is experienced by customers.
Note 5: Rewrite GB/T 19000-2016, definition 3.7.7.
3.2
Service provider
An entity that provides service activities.
Note: The entity can be organization or individual.
[GB/T 24620-2009, definition 3.3]
3.3
Customer service
The interaction between the service provider and the customer throughout the service
delivery phase.
Note: Rewrite GB/T 24620-2009, definition 3.11.
3.4
[GB/T 19038-2009, definition 3.14]
4 Principles for service certification techniques
4.1 Service certification shall be in accordance with the relevant requirements of GB/T
27065-2015 and GB/T 27067-2017.
4.2 Service certification evaluation shall implement the conformity assessment function
method given in Appendix A of GB/T 27000-2006; consider the following factors:
a) Basic characteristics of services such as intangibility, simultaneity, non-storage,
and heterogeneity;
b) Business scope classification and risk level of service certification;
c) Service provision and delivery and customer experience requirements.
4.3 Service certification techniques shall focus on the service characteristics of
customer experience, to ensure the reliability and credibility of reasonable selection and
objective evaluation of specific service certification results.
5 Service certification techniques
5.1 General
5.1.1 The service certification techniques shall provide generic techniques related to
functions such as selection, determination, review and certification, specifically:
- Definition of the scope of certification related to the selection function;
- Selection of certification criteria, selection and application of certification modes,
certification evaluation arrangements, and experience program planning related to
the determination function;
- Methods of use and labeling of certification documents related to the review and
certification functions.
5.1.2 The service certification techniques shall provide generic techniques related to
conformity assessment activities and results, such as:
- Methods and principles of certification scheme establishment;
- Methods for certification suspension, cancellation, and revocation.
5.2 Definition of scope of certification
5.2.1 The scope of service certification shall describe the service name, service provider,
main contact process, and key service characteristics; and when feasible, determine the
service location (including physical location or non-physical location, such as a
website).
5.2.2 The scope of service certification shall be proposed by the applicant. The
certification body shall define it according to the classification of service certification
business scope, specific service category, service product, project and (or) function.
5.3 Selection of certification criteria
5.3.1 Service certification criteria shall be composed of service requirements and
management requirements.
5.3.2 Service requirements shall:
a) Describe the service characteristics given by the service blueprint;
b) Meet the requirements of 7.2 in GB/T 24421.2-2009;
c) Be measurable.
5.3.3 Management requirements shall:
a) Cover the service provision and delivery process, including service design where
applicable;
b) Meet the requirements of 7.3~7.6 in GB/T 24421.2-2009;
c) Include general management requirements (such as GB/T 19001 and GB/T 22000)
and specific management requirements.
5.4 Selection and application of certification modes
5.4.1 The selection of certification modes shall consider the characteristics of service
requirements and management requirements, including but not limited to:
a) Inspection of service characteristics, including public and mystery customers
(unannounced visits);
b) Testing of service characteristics, including public and mystery customers
(unannounced visits);
c) Customer surveys;
d) Service footprint assessment;
samples and experience methods.
5.5.3 According to the arrangement of service certification scheme, the evaluation of
service certification shall implement the selection activities; including: sampling plan
and technique. If sampling is implemented, the sampling may or may not have
significant statistical properties. The key is to be able to achieve the certification
objectives.
5.5.4 According to the arrangement of service certification scheme, the evaluation of
service certification shall implement determination activities; and shall adopt
measurable methods, including service management review and service characteristic
assessment, usually:
a) The purpose of service management review is to confirm the ability of the specific
service provision and delivery activities to continuously meet and comply with
the service certification criteria. The results are output in the form of a service
management review report;
b) Service characteristic assessment aims to confirm the extent to which service
characteristics meet and comply with the service certification criteria. Reliability
and validity calibration techniques can be used to ensure its reliability and
credibility. The results are output in the form of a service characteristic
assessment report.
5.5.5 Disposal of nonconformity or disqualified items involved in service certification
evaluation shall include:
a) Any problems found in the service management review, which may be judged as
nonconformity, shall be notified to the applicant in the form of a report of
nonconformity items. The applicant shall be required to take measures within the
specified time limit. After the verification meets the requirements, the service
characteristic assessment may be implemented;
b) Any problems that may be judged as nonconformity in the service characteristic
assessment shall be reported to the applicant in the assessment result report and
other appropriate methods. When necessary, re-sampling and re-implementation
of service characteristic assessment shall be considered; or the certification shall
be terminated.
5.6 Experience program planning
5.6.1 Service certification shall specify the experience method or scheme of service
characteristics, including but not limited to:
a) Use mystery customers;
b) Use interviews, surveys and (or) access to services.
5.6.2 Service characteristic assessment shall be conducted after successful completion
of the service management review, usually:
a) Implement within 3 months at the time of initial certification or recertification;
b) Implement within 2 months for supervision and evaluation within a complete
certification cycle.
5.6.3 The service characteristic experience program shall give the response plan or
method for the matters that may cause concern or risk situation.
5.7 Methods of use and labeling of certification documents
5.7.1 The service certification documents shall meet the relevant requirements in 7.7 of
GB/T 27065-2015.
5.7.2 The design of service certification documents shall be aimed at the characteristics
of service certification; and stipulate its use and labeling methods.
5.7.3 The form of the service certification document can be text, pattern, and logo. The
carrier of the service certification document may be in any applicable form such as
paper or electronic.
5.7.4 The service certification documents shall be released after all evaluation activities
have been satisfactorily completed, including publicity activities where feasible, that is,
the publicity period has ended; no major customer complaints have occurred; all
customer feedback has been satisfactorily resolved; and the certification decision has
been approved.
5.7.5 When unauthorized use, wrong use, or misleading use of service certification
documents are found, actions - including legal actions or corrective measures - shall be
taken, until all foreseeable risks are eliminated.
5.8 Methods and principles of certification scheme establishment
5.8.1 Service certification schemes are generally divided into general description and
special description schemes.
5.8.2 The service certification scheme described in general shall comply with the
content specified in 6.5.1 of GB/T 27067-2017.
5.8.3 The service certification scheme specifically described shall include but not
limited to the following:
a) Scope of certification;
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