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SB/T 11043-2013: Restaurant industry service quality evaluation criteria
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| SB/T 11043-2013 | English | 259 |
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Restaurant industry service quality evaluation criteria
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SB/T 11043-2013
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Basic data | Standard ID | SB/T 11043-2013 (SB/T11043-2013) | | Description (Translated English) | Restaurant industry service quality evaluation criteria | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A10 | | Classification of International Standard | 03.100.01 | | Word Count Estimation | 10,165 | | Date of Issue | 4/6/2014 | | Date of Implementation | 12/1/2014 | | Regulation (derived from) | Ministry of Commerce Announcement No. 23 of 2014 | | Issuing agency(ies) | Ministry of Commerce of the People's Republic of China | SB/T 11043-2013: Restaurant industry service quality evaluation criteria---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.
Restaurant industry service quality evaluation criteria
ICS 03.100.01
A10
Record number. 46963-2014
People's Republic of China domestic trade industry standard
Catering industry service quality assessment specification
Published on.2014-04-06
2014-12-01 implementation
Published by the Ministry of Commerce
Content
Foreword I
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Quality of Service Assessment Elements 2
5 Quality of Service Assessment Method 6
6 Service Quality Assessment Mark 6
Foreword
This standard adapts to the catering industry return to the public, to meet the cultural enjoyment, spiritual enjoyment, food experience and social needs of people's food and beverage consumption, and guide
The catering industry is popular, characterized, and quality developed to create an upgraded version of the Chinese catering industry.
This standard was proposed by the Ministry of Commerce of the People's Republic
This standard is under the jurisdiction of the National Food Service Standardization Technical Committee.
This standard was drafted. China Hotel Association.
The main drafters of this standard. Chen Xinhua, Zhang Jingfu, Chen Xiaoliang, Song Xiaoxi, Li Na.
Catering industry service quality assessment specification
1 Scope
This standard specifies the standardized service process and service quality assessment of various service projects and related service personnel in catering enterprises.
Claim.
This standard applies to all kinds of catering business enterprises in China.
2 Normative references
The 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.
Food Safety Law of the People's Republic of China (Presidential Decree No. 9)
Food Sanitation Law of the People's Republic of China (Chairman's Decree No. 59)
Regulations for the Implementation of the Food Safety Law of the People's Republic of China
Food Safety Supervision and Administration Measures for Catering Services (Order No. 71 of the Ministry of Health)
Food Hygiene Supervision Quantitative Classification and Management Regulations (Wei Jian Jian Fa [2004] No. 10)
Hygienic norms for catering industry and group meal delivery units (Wei Weifa [2005] No. 260)
3 Terms and definitions
The following terms and definitions apply to this document.
3.1
Catering industry restaurantindustry
Catering industry refers to the industry that cooks, modulates and sells food to customers in a certain place.
3.2
Catering service cateringservice
In the catering enterprise, we provide customers with various needs such as meals, guide and promote catering consumption, and provide nutritious catering for customers who dine.
Negotiate and consume guidance to meet the needs of different customers. Including service performance and service processes, such as service language, service behavior, etc. Service performance
Including. courtesy and service behaviors displayed by service personnel in order to meet customer needs, the service process includes. service personnel in order to achieve
Comprehensive performance in the process of providing services to customers and improving service quality.
3.3
Service quality
The services provided by catering companies meet industry standards and norms, and enable customers to meet the expectations of service and actual perception.
3.4
Service quality assessment servicequalityevaluation
Service quality assessment is based on industry requirements and corporate specifications, through the quality of food and beverage production, service quality, customer feedback and
Staged conclusions made by professional unannounced opinions. Customer feedback includes, but is not limited to, each customer's direct submission to the restaurant company
Class opinions, suggestions, feedback, complaints.
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