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SB/T 11118-2015 English PDF

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SB/T 11118-2015: After-sale service specification of mobile communication terminals
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PDF similar to SB/T 11118-2015


Standard similar to SB/T 11118-2015

GB/T 16767   GB/T 9969   GB 5296.6   SB/T 10832   SB/T 11234   SB/T 11119   

Basic data

Standard ID SB/T 11118-2015 (SB/T11118-2015)
Description (Translated English) After-sale service specification of mobile communication terminals
Sector / Industry Domestic Trade Industry Standard (Recommended)
Classification of Chinese Standard A12
Classification of International Standard 3.08
Word Count Estimation 9,928
Date of Issue 2015-01-06
Date of Implementation 2015-09-01
Quoted Standard GB/T 19001; GB/T 19012
Regulation (derived from) Ministry of Commerce - Announcement 2015 No. 1
Issuing agency(ies) Ministry of Commerce of the People's Republic of China
Summary This Standard specifies the mobile communication terminal manufacturers, maintenance organizations to provide consumers should follow the service quality of service requirements. This Standard applies to mobile communication terminal manufacturers, service activity maintenance organizations, production, quality of service management based maintenance organizations, may be used as the mobile communication terminal maintenance organization reference service capability evaluation.

SB/T 11118-2015: After-sale service specification of mobile communication terminals

---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.
(Mobile communications terminal service standards) ICS 03.080 A12 Record Number. 50623-2015 People's Republic of China domestic trade industry standards Mobile communications terminal service standards Issued on. 2015-01-06 2015-09-01 implementation People's Republic of China Ministry of Commerce released

Foreword

This standard was drafted in accordance with GB/T 1.1-2009 given rules. This standard is proposed and managed by the People's Republic of China Ministry of Commerce. This standard was drafted. China Electronic Chamber of Commerce, Haier Group, Lenovo Mobile Communication Technology Co., Ltd. Yulong Computer Telecommunication Scientific (Shenzhen Shenzhen) Co., Ltd., Beijing Times Post Service Co., Ltd., the fourth party services Electronics City, Shenzhen Gionee Communication Equipment Co., Secretary, Shandong Communication City. The main drafters of this standard. Lin Zhong, Liu Shaowu, Yuanhong Gang, Zhou Bin, Zhang Jianfeng, Liu Lin, Wang, Wang Jing, Li Qiang, Zhang Ke, Houhai Ting. Mobile communications terminal service standards

1 Scope

This standard specifies the mobile communication terminal manufacturers, maintenance organizations to provide consumers with quality after-sales service should follow Claim. This standard applies to mobile communication terminal manufacturers, service activities of maintenance organizations, production, quality of service management by maintenance organizations It can also be used as a mobile communication terminal maintenance organization reference service capability evaluation.

2 Normative references

The following documents for the application of this document is essential. For dated references, only the dated version suitable for use herein Member. For undated references, the latest edition (including any amendments) applies to this document. GB/T 19001 Quality Management System Requirements GB/T 19012 Quality Management Customer Satisfaction Organization Guidelines for complaints handling

3 Terms and Definitions

The following terms and definitions apply to this document. 3.1 Consumer consumer For the life of the consumer to purchase, use of goods or services of members of society. 3.2 Mobile communication terminal mobilecommunicationterminals Consumers need to purchase consumption, use of a mobile phone. 3.3 After-sales service after-saleservice After the product is sold, manufacturers, sales organizations, maintenance organizations undertake contract related content and fulfill the legal responsibilities of consumers Any activity. 3.4 Software Services softwareservice Manufacturing facilities, service agencies for mobile communication terminal products provided by the operating system and firmware version, application software upgrades, maintenance activity. Service 4 Basic requirements 4.1 Manufacturer 4.1.1 Enterprises should be in accordance with GB/T 19001 and GB/T 19012 requirements, the establishment of enterprise quality management system, a clear service responsibilities, Build customer files, tracking and timely feedback, standardized service processes, ensure quality of service to meet the requirements. 4.1.2 The company shall comply with relevant state laws and regulations, establish and improve after-sales service system and the corresponding support system, including

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