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RB/T 056-2020 English PDF

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RB/T 056-2020: Conformity assessment. Measurement methods and application guidelines of service quality
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PDF similar to RB/T 056-2020


Standard similar to RB/T 056-2020

GB/T 1.1   RB/T 033   GB/T 1.2   RB/T 060.7   RB/T 060.2   RB/T 060.1   

Basic data

Standard ID RB/T 056-2020 (RB/T056-2020)
Description (Translated English) Conformity assessment. Measurement methods and application guidelines of service quality
Sector / Industry Chinese Industry Standard (Recommended)
Classification of Chinese Standard A00
Classification of International Standard 03.120.20
Word Count Estimation 22,287
Date of Issue 2020-08-26
Date of Implementation 2020-12-01
Quoted Standard GB/T 19000-2016; GB/T 36733-2018
Regulation (derived from) National Certification and Accreditation Administration Announcement No. 21 of 2020
Issuing agency(ies) National Certification and Accreditation Administration
Summary This standard provides self-evaluation of service providers and is also applicable to service quality evaluations proposed by second parties and third parties. This standard provides the basic principles, measurement methods, selection and combination of measurement methods, and measurement process guidelines for service quality measurement. Indicator measurement activity.

RB/T 056-2020: Conformity assessment. Measurement methods and application guidelines of service quality


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Conformity assessment:Measurement methods and application guidelines of service quality ICS 03:120:20 A00 The People's Republic of China Certification and Accreditation Industry Standard Conformity assessment service quality measurement methods and Application Guide 2020-08-26 released 2020-12-01 implementation Issued by the National Certification and Accreditation Administration Commission

Table of contents

Foreword Ⅰ 1 Scope 1 2 Normative references 1 3 Terms and definitions 1 4 Basic principles 2 4:1 Suitability 2 4:2 Operability 2 4:3 Advancement 2 4:4 Objectivity 2 4:5 Independence 3 5 Measurement method 3 5:1 General 3 5:2 Document review method 3 5:3 Interview Method 4 5:4 Questionnaire survey method 5 5:5 On-site assessment method 7 5:6 Mystery Shopper Law 8 5:7 Instrumental measurement method 9 5:8 Statistical analysis method 10 5:9 Big data analysis method 11 6 Selection and combination of measurement methods 12 6:1 General 12 6:2 Selection of measurement method 12 6:3 Combination of measurement methods 12 7 Measurement process 12 7:1 General 12 7:2 Determine the measurement object 12 7:3 Determine the measurement content 12 7:4 Select measurement organization or personnel 13 7:5 Implementing measurements 13 7:6 Measurement results 14 Appendix A (informative appendix) Selection and combination of measurement methods 15 Appendix B (Informative Appendix) Example of Mystery Shopper Law 16 Reference 19

Foreword

This standard was drafted in accordance with the rules given in GB/T 1:1-2009: This standard was proposed and managed by the National Certification and Accreditation Administration Committee: Drafting organizations of this standard: China Quality Certification Center, China University of Mining and Technology (Beijing), Ruisi (Tianjin) Education Information Consulting Co:, Ltd:, Beijing Beijing Institute of Technology: The main drafters of this standard: Deng Yunfeng, Wu Shan, Liang Jina, Liu Wenwen, Hao Suli, Fu Binyou, Cui Lixin, Liang Lijuan, Han Jianjun, Zhang Li, Meng Wei: Conformity assessment service quality measurement methods and Application Guide

1 Scope

This standard provides guidelines for the basic principles, measurement methods, selection and combination of measurement methods, and measurement process for service quality measurement: This standard applies to the self-evaluation of service providers, and it also applies to the measurement activities of second parties and third parties on their service quality evaluation indicators:

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: GB/T 19000-2016 Quality Management System Foundation and Terminology GB/T 36733-2018 General Rules for Service Quality Evaluation

3 Terms and definitions

The following terms and definitions defined in GB/T 19000-2016 and GB/T 36733-2018 apply to this document: For convenience Used, the following repetitive lists some terms and definitions in GB/T 19000-2016 and GB/T 36733-2018: 3:1 Servicequality The extent to which service resources, service processes, and service results meet the characteristics of regulations, agreements, and customer requirements: Note: Rewrite GB/T 36733-2018, definition 3:5: 3:2 Measurement The process of determining the value: Note 1: According to GB/T 3358:2, the determined value is usually a quantitative value: Note 2: This is the general terms and core definitions of the ISO management system standard given in Annex SL of the ISO Supplementary Provisions of Part 1 of the ISO /IEC Guidelines: One of the meanings, the original definition has been rewritten by adding Note 1: [GB/T 19000-2016, definition 3:11:4] 3:3 Measurement equipment The measuring instruments, software, measurement standards, standard materials or auxiliary equipment or their combination necessary to realize the measurement process: [GB/T 19000-2016, definition 3:11:6] 3:4 Measurementenvironment A set of conditions under which the measurement work is carried out: Note: The conditions include physical, social, psychological and environmental factors (such as temperature, light, approval plan, occupational pressure, human factors and atmospheric composition):

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