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GBZ19035-2012: Quality management systems -- Guidelines for the application of GB/T 19001-2008 in travel agency
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Quality management systems -- Guidelines for the application of GB/T 19001-2008 in travel agency
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Basic data | Standard ID | GB/Z 19035-2012 (GB/Z19035-2012) | | Description (Translated English) | Quality management systems -- Guidelines for the application of GB/T 19001-2008 in travel agency | | Sector / Industry | National Standard | | Classification of Chinese Standard | A00 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 40,421 | | Quoted Standard | GB/T 19000-2008 | | Regulation (derived from) | National Standards Bulletin No. 13 of 2012 | | Issuing agency(ies) | Ministry of Health of the People's Republic of China | | Summary | This standard specifies the thematic map information classification and code. This standard applies to thematic map database construction and management, including the thematic map classification, coding and management. | GBZ19035-2012: Quality management systems -- Guidelines for the application of GB/T 19001-2008 in travel agency
---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 systems.Guidelines for the application of GB/T 19001-2008 in travel agency
ICS 03.120.10
A00
People's Republic of China national standardization of technical guidance documents
Quality Management System
Travel agency application GB/T 19001-2008 guide
GB/T 19001-2008intravelagency
Posted on.2012-06-29
2012-10-01 implementation
General Administration of Quality Supervision, Inspection and Quarantine of People's Republic of China
China National Standardization Administration released
Directory
Foreword Ⅲ
Introduction IV
0.1 General Provisions Ⅴ
0.2 Process Method Ⅵ
0.3 and GB/T 19004 relationship Ⅶ
0.4 Compatibility with other management systems Ⅷ
1 Scope 1
1.1 General 1
1.2 Application 1
2 Normative references 2
3 Terms and definitions 2
4 quality management system 3
4.1 General Guidelines 3
4.2 Documentation Requirements 4
5 Management responsibilities 6
5.1 Management Commitment 6
5.2 to tourists as the focus 6
5.3 Quality Policy 7
5.4 Planning 7
5.5 Responsibility, authority and communication 8
5.6 Management Review 9
6 Resource Management 10
6.1 Resource Provision 10
6.2 Human Resources 10
6.3 Infrastructure 11
6.4 Working Environment 12
7 tourism product realization 12
7.1 tourism product planning 12
7.2 Visitor-related processes 13
7.3 Design and Development of Tourism Products 14
7.4 Purchasing 17
7.5 Service Delivery 18
7.6 Monitoring and Measuring Equipment Control 20
8 Monitoring, Analysis and Improvement 20
8.1 General 20
8.2 Monitoring and Evaluation 21
8.3 Control of Unqualified Services 23
8.4 Data Analysis 23
8.5 Improvement 24
Appendix A (informative) tourism product development process 26
Appendix B (informative) Inbound tourism outreach business processes 27
Appendix C (informative) domestic tourism reception business processes 28
Appendix D (informative) outbound tourism outreach business processes 29
References 30
Foreword
This guideline is one of the GB/T 19000 family of standards.
This instructional document has been drafted in accordance with the rules given in GB/T 1.1-2009.
This guideline technical document layout. Box is GB/T 19001-2008 content, which can be applied to any organization of common
Sexual criteria. The rest is the content of this document, the purpose is to help travel agents to meet the general requirements GB/T 19001-2008.
This Guidance Document is proposed and managed by the National Quality Management and Quality Assurance Standardization Technical Committee (SAC/TC151).
This guide is responsible for the drafting of technical documents. China National Institute of Standardization.
The guidance of technical documents involved in the drafting unit.China Certification and Accreditation Association, China National Tourism Administration, Beijing World Standard Certification Center, China International Brigade
Travel Agency Co., Ltd., China Peace International Tourism Co., Ltd., Dalian Standardization Information Center.
The main drafters of this Guidance Document are Li Jing, Lv Yan, Wang Liming, Tang Chunping, Liu Wu Xiong, Zhang Tao and Liu Zhen.
This guideline is for reference only. For advice and comments on this technical document, please contact the Director of Standardization Administration of the State Council
Department reflected.
Introduction
In recent years, with the gradual deepening of China's reform and opening up and the long-term and steady economic development, the standard of living of the broad masses of the people in the country
With the improvement of synchronization, tourism has gradually become one of the important contents of people's pursuit of a happy life. Tourism related to this is thriving,
Rapid development has increasingly become an important industry in the national economy.
The development achievements of China's tourism industry over the past three decades have attracted worldwide attention. However, we should also clearly recognize that China's tourism industry
There are still many places to be perfected, and their overall level is still somewhat worse than that of other developed countries in the world in tourism
distance. One of the important reasons is that the quality of service management of travel agencies lags behind the development of tourism. Therefore, to improve travel agencies
The quality of service has become a necessary condition for promoting the healthy development of tourism industry.
At present, through the adoption of the ISO 9000 family of standards worldwide, the establishment and implementation of quality management system to improve the quality of the organization's management of water
Flat, improve customer satisfaction, continuous improvement of organizational performance, has become accepted by many industries as a quality management approach.
GB/T 19000-2008 family standard basic documents included.
GB/T 19000-2008 quality management system foundation and terminology
GB/T 19001-2008 quality management system requirements
GB/T 19004-2000 quality management system performance improvement guide
Among them, GB/T 19001-2008 requirements are common, applicable to all types, different sizes and groups of different products
Weaving. However, it is precisely because of the commonality of standards that it reduces the specificity of different industries. Therefore, many industries are adopting it
Standards, both in terms of language, or in terms of requirements, are lacking of industry characteristics. In order to solve the service in the travel agency process effectively
To apply the quality management system standard GB/T 19001-2008, we specially formulated this instructional technical document.
The guidance of technical documents is based on the GB/T 19001-2008 standard, in view of the characteristics of our current travel service process
Grass Designed to help travel agencies that are interested in establishing and implementing quality management systems that meet international standards, it is more convenient and easy to adopt quality
Management system standards, and achieved significant results.
This technical guidance document is to "translate" the technical language used in the GB/T 19001-2008 standard into a travel agency
Industry people familiar with the language, the standard requirements of the general requirements "conversion" for the travel service process requirements, its role is to guide the brigade
Travel agencies can more easily and easily apply the requirements of GB/T 19001-2008 standard, establish and implement an effective quality management system,
As soon as possible to improve the quality of service throughout the travel management industry level, improve service quality in all aspects of travel agency service process, the obvious
Enhance the satisfaction of tourists, and ultimately promote the healthy development of China's tourism industry.
0.1 General
Using a quality management system is an organizational strategic decision. The design and implementation of an organization's quality management system is governed by the following factors
The impact of prime.
a) the organization's environment, changes in the environment, and the risks associated with the environment;
b) Organize changing needs;
c) the specific goals of the organization;
d) the products provided by the organization;
e) the process adopted by the organization;
f) the size and organizational structure of the organization.
The structure or documentation of a uniform quality management system is not the purpose of this standard.
The requirements of this standard quality management system is to supplement the product requirements. "Note" is a guide to understanding and explaining the requirements.
This standard can be used internally and externally (including certification bodies) to assess the organization to meet customer requirements, applicable laws and regulations of the product requirements
And the ability of the organization to demand it.
The development of this standard has been taken into account the quality management principles set out in GB/T 19000 and GB/T 19004.
0.1 General
Travel agencies should consider the long-term and development of the establishment and implementation of quality management system related issues. Therefore, in establishing a reality
The quality management system, travel agencies should consider the impact of the following factors.
a) the internal and external environment of travel agencies (such as markets, policies and regulations, personnel, technology and products) and their changes, and the related
risk;
b) changes in the needs of travel agencies;
c) the travel agency identified the specific objectives;
d) various travel services provided by travel agencies;
e) the procedures used by travel agencies;
f) the size and structure of the travel agency.
Travel agencies should be able to clearly distinguish the quality management system requirements and tourism service projects specific requirements, quality management system requirements are right
The specific requirements of travel services complement, not replace.
GB/T 19000-2008 identified in the eight principles of quality management is the theoretical basis for quality management system. Travel agencies should be the first standard
Really understand its profound meaning.
0.2 process method
This standard encourages the establishment and implementation of quality management system and improve its effectiveness when using process methods, by meeting customer requirements,
Enhance customer satisfaction.
In order for an organization to function effectively, it is important to identify and manage a wide range of interrelated activities. Enter the conversion by using resources and management
One or a group of activities that are exported can be considered as a process. Often, the output of one process directly forms the input to the next process.
In order to produce the desired result, the application of a system of processes within the organization, together with the identification and interaction of these processes,
And the management of these processes, can be called "process approach."
The advantage of the process approach is the continuous association of the individual processes within the process system as well as the combination and interaction of the processes
control.
When applying process approaches in a quality management system, emphasize the importance of the following.
a) understand and satisfy the requirements;
b) The process needs to be considered from a value added perspective;
c) obtain the results of the process performance and effectiveness;
d) Continuously improve the process based on objective measurements.
The process-based quality management system model shown in Figure 1 shows the process links presented in Chapters 4-8.
The diagram shows that customers play an important role in defining input requirements. Surveillance of customer satisfaction requires that the organization be customer-neutral
Assess whether the organization has satisfied its feelings of expectations. Although this model covers all the requirements of this standard, but not detailed
Reflect the process.
Note. In addition, the method called "PDCA" is applicable to all processes. The PDCA model can be summarized as follows.
P --- Planning. According to customer requirements and organizational guidelines, to provide the results to establish the necessary goals and processes;
D --- implementation. Implementation process;
C --- Inspection. According to the guidelines, objectives and product requirements, process and product monitoring and measurement, and report the results;
A --- Disposal. Take measures to continually improve process performance.
Figure 1 Process-based quality management system model
0.2 process method
Travel agency application process method, the first is to identify the entire service process in each of the service process, including mainly travel products
Design and development, travel team services, supervision and evaluation.
For each process should be identified or identified.
--- Who is the customer? (Who accepts the output of the process?) Customers are tourists in the travel team.
--- What is the main input process? (For example, different countries or regions, laws and regulations, the relevant provisions of travel agencies, tours
Team travel arrangements, travel-related information, equipment and facilities, human and financial resources. )
What is the output (result) of hope? (For example, what kind of service is offered?)
How to control the service process? (For example, what are the requirements for different service processes? How to monitor and check?)
--- How to validate the status of service processes and outcomes? (Eg. Which service processes or outcomes need to be evaluated or what to save
recording?)
--- What is the relationship with other travel service processes (for example, how to connect with the adjacent process?)
Some service processes of travel agencies are shown in Appendix A, Appendix B, Appendix C.
Figure 1 Process-based travel agency quality management system model
0.3 and GB/T 19004 relationship
GB/T 19001 and GB/T 19004 are quality management system standards, these two standards complement each other, but also can be used alone.
GB/T 19001 specifies the quality management system requirements for internal use by the organization can also be used for certification or contract purposes.
GB/T 19001 is concerned about the effectiveness of the quality management system in meeting customer requirements.
When this standard is released, GB/T 19004 is under revision. The revised GB/T 19004 will be organized in complex, to be
Provide management guidance for achieving continued success in a higher and changing environment. Compared with GB/T 19001, GB/T 19004 off
Note The broader scope of quality management; address the needs and expectations of all stakeholders through systematic and continuous improvement of the organization's performance. however,
GB/T 19004 is not intended for certification, laws and regulations and contract purposes.
0.3 and GB/T 19004 relationship
If travel agencies plan to sustain success in a constantly changing environment and meet the needs and expectations of all stakeholders, it is advisable to consider
GB/T 19004-2009 provided guidance.
0.4 Compatibility with other management systems
For the convenience of users, this standard in the revision process due consideration to the contents of GB/T 24001-2004 to enhance the two standards
Compatibility. Appendix A shows the correspondence between GB/T 19001-2008 and GB/T 24001-2004.
This standard does not include specific requirements for other management systems such as environmental management, occupational health and safety management, financial management or wind
Specific requirements for risk management. However, this standard enables organizations to harmonize their own quality management system with the relevant management system requirements
Or integrated. In order to establish a quality management system that meets the requirements of this standard, the organization may change the existing management system.
0.4 Compatibility with other management systems
Travel agencies can establish and implement other management systems as needed, and the quality management system is compatible with other management systems that integrate
Together to form a comprehensive management system.
Quality Management System
Travel agency application GB/T 19001-2008 guide
1 Scope
1.1 General
This standard specifies the quality management system requirements for organizations that have the following requirements.
a) the need to demonstrate its ability to consistently provide products that meet customer requirements and applicable laws and regulations;
b) through the effective application of the system, including the effective application of the continuous improvement process of the system, and to ensure compliance with customer requirements and application
The requirements of laws and regulations, designed to enhance customer satisfaction.
Note 1. In this standard, the term "product" applies only.
a) Products that are expected to be provided to customers or requested by customers;
b) Any expected output from the product realization process.
Note 2. Legal requirements can be called statutory requirements.
1 Scope
1.1 General
The purpose of this Guidance Document is to provide guidelines for the voluntary implementation of the GB/T 19001-2008 standard by travel agencies. These guidelines are not
To GB/T 19001-2008 standard requirements to do any additions, deletions or amendments.
Due to the characteristics of travel services, travel agents to obtain the trust of tourists is very necessary. Quality management system provides a tour
Customer trust framework. Control requirements for the entire service process of travel agencies, together in a reasonable order, form a complete travel
Social service quality management system, its overall characteristics are very important. If most of a travel agency's processes are doing well, if only
There are few problems with the process, in which case tourists may still lack trust in the travel agency. Any travel agency should be
The best efforts should be made to meet the basic requirements for tourists' trust in all aspects of the travel service process. To achieve this goal, it is recommended to travel
The agency must accurately identify the entire travel service process that the service in question should have (see Appendix A, Appendix B, Appendix C, Appendix D)
And its internal relations between the various processes.
1.2 application
All requirements specified in this standard are generic and are intended to be applicable to organizations of all types, sizes and offering different products.
As the organization and the nature of their products led to any of the requirements of this standard does not apply, you can consider its deletion.
If the deletion should be limited to the requirements of Chapter 7 of this standard, and such deletion does not affect the organization to provide to meet customer requirements
And applicable laws and regulations of the products required capacity or responsibility, or can not claim compliance with this standard.
1.2 application
This guidance document is generic and applies to travel agencies of all types, sizes and types of travel services.
As the guidance of technical documents does not involve the deletion of the requirements, users should be based on GB/T 19001-2008 standard requirements, according to
Your own needs Apply the terms in this technical document for full benefit.
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