Standard Briefing:Stadard ID: SB/T 10962-2013
Stadard Title: Service quality evaluation system of commodity management enterprises
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| SB/T 10962-2013 | English | 339 |
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Service quality evaluation system of commodity management enterprises
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SB/T 10962-2013
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Basic Data: | Standard ID | SB/T 10962-2013 (SB/T10962-2013) | | Description (Translated English) | Service quality evaluation system of commodity management enterprises | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A12 | | Classification of International Standard | 03.080 | | Word Count Estimation | 13,175 | | Quoted Standard | GB/T 16868-2009 | | Issuing agency(ies) | People's Republic of China Ministry of Commerce | | Summary | This standard specifies the terms and definitions and evaluation requirements for commodity business enterprise service quality evaluation system. This standard applies to goods and services to provide customers with business organizations (hereinafter re | Contents, Scope, and Excerpt:SB/T 10962-2013
Service quality evaluation system of commodity management enterprises
ICS 03.080
A12
Record number. 40289-2013
People's Republic of China domestic trade industry standard
Commodity management enterprise service quality evaluation system
Released on.2013-04-16
2013-11-01 implementation
Published by the Ministry of Commerce
ForewordThis standard was drafted in accordance with the rules given in GB/T 1.1-2009.
This standard was proposed by the China Business Federation.
This standard is managed by the Ministry of Commerce of the People's Republic of China.
This standard was drafted. China Business Federation, Commercial Technology Quality Center, Xiongfeng Group Co., Ltd., Beijing Hyde International Certification Limited
Company, Beijing Haide International Consulting Co., Ltd., Beijing Finance and Trade Vocational College, Beijing Ganjiakou Building Co., Ltd.
The main drafters of this standard. Wang Yuetao, Wang Haizhou, Zhao Hongyu, Chen Jindi, Zhou Ping, Wang Chengrong, Wang Wei, Du Yaqin.
Commodity management enterprise service quality evaluation system
ScopeThis standard stipulates the terms and definitions of the service quality evaluation system of commodity management enterprises and the evaluation requirements.
This standard applies to commercial organizations (hereinafter referred to as organizations) that provide goods and services to customers.
Normative ReferencesThe following documents are indispensable for the application of this document. For dated references, only dated versions apply to this article.
Pieces. For undated references, the latest edition (including all amendments) applies to this document.
GB/T 16868-2009 Commodity management service quality management norms
Terms and DefinitionsThe following terms and definitions apply to this document.
3.1
Service culture
Service culture is the sum of service value orientations such as service concepts and career concepts formed by enterprises in the process of long-term service to users.
3.2
Service system
Elements that are interconnected and interacting together to form a specific structure and service function.
3.3
Benchmarking
For similar activities, the processes and outcomes represent the best internal business practices and performance within or outside the organization's industry.
3.4
Evaluation method evaluationmode
A method of evaluating the process (ADLI), whether the process has been determined before the implementation of the process (A)
(D), whether it analyzes the gap with the peers and seeks to improve the direction (L), whether to identify the relevant department interface and requirements (I) to the process
The current level of evaluation.
4 Evaluation content
4.1 The evaluation includes six aspects. service culture, leadership, human resources and service strategy, service system and service process.
4.2 See Appendix A for the scores and scores.
4.3 See the Appendix B for a guide to scoring.
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