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GB/T 41597-2022: Quality management - Guidance on service enhancement with support of culture and mechanism
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Quality management - Guidance on service enhancement with support of culture and mechanism
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GB/T 41597-2022
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Basic data | Standard ID | GB/T 41597-2022 (GB/T41597-2022) | | Description (Translated English) | Quality management - Guidance on service enhancement with support of culture and mechanism | | Sector / Industry | National Standard (Recommended) | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 14,179 | | Date of Issue | 2022-10-14 | | Date of Implementation | 2022-10-12 | | Issuing agency(ies) | State Administration for Market Regulation, China National Standardization Administration | GB/T 41597-2022: Quality management - Guidance on service enhancement with support of culture and mechanism
---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.
ICS 03.120.10
CCSA00
National Standards of People's Republic of China
Guide to Quality Management Culture and Mechanism Supporting Service Improvement
Published on 2022-10-12
2022-10-12 Implementation
State Administration for Market Regulation
Released by the National Standardization Administration
directory
Preface I
Introduction II
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Principles of Service Improvement 1
4.1 General 1
4.2 Diversity 1
4.3 Innovative 2
4.4 Uniqueness 2
5 Cultural leadership 2
5.1 General 2
5.2 Cultural Orientation 2
5.3 The dissemination and practice of culture 3
5.4 Cultural evaluation 3
5.5 Cultural optimization 3
6 Mechanism guarantee 4
6.1 General 4
6.2 Mechanism positioning 4
6.3 Mechanism establishment and implementation 4
6.4 Mechanism evaluation6
6.5 Mechanism Improvement 6
7 Evaluation, Improvement and Optimization 6
7.1 General 6
7.2 Evaluation 6
7.3 Improvements and optimizations 7
Appendix A (Informative) Culture and Mechanism Support Service Improvement Evaluation Index System8
Reference 10
foreword
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"
drafted.
Please note that some content of this document may be patented. The issuing agency of this document assumes no responsibility for identifying patents.
This document is proposed and managed by the National Standardization Technical Committee for Quality Management and Quality Assurance (SAC/TC151).
This document was drafted by. Xiamen Airlines Co., Ltd., Xiamen Municipal Administration for Market Regulation, China National Institute of Standardization, China Jiliang University,
China Academy of Civil Aviation Science and Technology, Yuan Longping Agricultural High-Tech Co., Ltd., and iFLYTEK Co., Ltd.
The main drafters of this document. Zhao Dong, Zeng Lin, Kang Jian, Song Mingshun, Chen Jinsong, Chen Zheyi, Wang Jingwen, Li Hongtao, Gong Juntao, Dai Xiaolan.
Introduction
0.1 General
Service quality directly affects an organization's brand image and market competitiveness. Quality management reflects the improvement of quality by the top management of the organization
pursuit, the quality awareness of all employees and the management level of the organization. At present, the environment, service model and application technology faced by service organizations
The globalization trend of the service market and the importance of knowledge management in the service continue to increase. Therefore, service improvement requires
Start from the two aspects of the organization's culture and mechanism. In cultural construction, give full play to the leading role of organizational culture, determine mission, vision,
Values and strategies are implemented and implemented, through cultural positioning, dissemination and practice, evaluation and optimization activities, to lead service improvement with culture; in the mechanism
In terms of security, based on system construction and process management as the carrier, we will continue to strengthen the mechanism for the safety, comfort and timeliness of services.
Through mechanism positioning, establishment and implementation, evaluation and improvement activities, the mechanism guarantees service improvement. Co-working through culture and mechanisms
Use, organize to achieve service improvement, better meet the needs and expectations of service customers, improve customer loyalty, and achieve excellent organizational management
performance.
0.2 Cultural and institutional support service improvement
The structure of organizational culture and mechanism to support service improvement is shown in Figure 1.
On the basis of determining the mission, vision, and values, the organization carries out service improvement activities through the dual-wheel drive of cultural guidance and mechanism guarantee.
Note. The numbers in parentheses indicate the corresponding chapters of this document.
Figure 1 Structure diagram of culture and mechanism supporting service improvement
Guide to Quality Management Culture and Mechanism Supporting Service Improvement
1 Scope
This document establishes the principle of supporting the improvement of organizational services from the cultural and institutional levels, and provides guidance for cultural guidance, mechanism guarantee, evaluation and improvement.
and optimization process provides guidelines.
This document is intended for service-oriented organizations with the following needs.
a) Seek to establish a stable service improvement capability.
b) Improve and optimize service delivery capabilities, create a positive service experience, and enhance customer satisfaction.
c) Evaluate the degree of service improvement.
2 Normative references
The contents of the following documents constitute essential provisions of this document through normative references in the text. Among them, dated citations
documents, only the version corresponding to that date applies to this document; for undated references, the latest edition (including all amendments) applies to
this document.
GB/T 19000 Quality Management System Fundamentals and Terminology
3 Terms and Definitions
GB/T 19000 as well as the following terms and definitions apply to this document.
3.1
< Organization>Culture
The common values, habits, behaviors, systems and standards formed by an organization during its development.
3.2
mechanism
The inner workings of an organization.
NOTE. In general, mechanisms include the functions and roles of components, and the interconnectedness of various changes that occur between them.
3.3
service enhancement serviceenhancement
In the development process of the organization, the organization is based on the principles of diversity, innovation and uniqueness, and through the joint action of culture and mechanism, the service is
Activities to evaluate, improve and optimize.
4 Principles of Service Improvement
4.1 General
On the basis of satisfying the functionality, economy, safety, timeliness, comfort and civilization of the service, the organization adopts diversity, innovation and uniqueness.
Sex is the principle of service improvement, and through the joint action of culture and mechanism, it can better meet the needs and expectations of service objects.
4.2 Diversity
The organization should fully identify, understand and respect the needs (including emotional needs) and expectations of clients, and provide clients with alternative,
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