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Basic data
| Standard ID | YC/T 621-2024 (YC/T621-2024) |
| Description (Translated English) | Tobacco commercial enterprises - Guidelines for tobacco retail customers evaluation of service quality |
| Sector / Industry | Tobacco Industry Standard (Recommended) |
| Classification of Chinese Standard | X09 |
| Classification of International Standard | 65.160 |
| Word Count Estimation | 23,272 |
| Date of Issue | 2024-09-03 |
| Date of Implementation | 2024-12-01 |
| Issuing agency(ies) | State Tobacco Monopoly Administration |
YC/T 621-2024: Tobacco commercial enterprises - Guidelines for tobacco retail customers evaluation of service quality
---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.
ICS 65.160
CCSX89
Tobacco Industry Standard of the People's Republic of China
Tobacco business enterprises Tobacco retail customers
Service Quality Evaluation Guide
Released on 2024-09-03
2024-12-01 implementation
The State Tobacco Monopoly Administration issued
Table of contents
Preface III
1 Scope 1
2 Normative references 1
3 Terms and Definitions 1
4 Evaluation Principles 1
4.1 Independence 1
4.2 Objectivity 2
4.3 Comprehensiveness 2
4.4 Operability 2
5 Evaluation system 2
5.1 Basic Requirements 2
5.2 Evaluation index 2
6 Evaluation Methods 3
6.1 Determination of indicator weights 3
6.2 Calculation of indicator scores 3
6.3 Improved index calculation 4
7 Evaluation Procedure 5
7.1 Evaluation Preparation 5
7.2 Implementation Evaluation 5
Appendix A (Informative) Determining the weights of service quality evaluation indicators using the priority diagram method 6
Appendix B (Normative) Service Quality Evaluation Index Information Collection Requirements 8
Appendix C (Informative) Application Examples of Service Quality Evaluation and Improvement Methods 12
Appendix D (Informative) Service Quality Gap Analysis Model 17
Reference 18
Foreword
This document is in accordance with the provisions of GB/T 1.1-2020 "Guidelines for standardization work Part 1.Structure and drafting rules for standardization documents"
Drafting.
Please note that some of the contents of this document may involve patents. The issuing organization of this document does not assume the responsibility for identifying patents.
This document is proposed by the State Tobacco Monopoly Administration.
This document is under the jurisdiction of the Cigarette Marketing Sub-Technical Committee of the National Tobacco Standardization Technical Committee (SAC/TC144/SC12).
This document was drafted by. China National Tobacco Corporation Ningxia Hui Autonomous Region Company, State Tobacco Monopoly Administration Economic Operation Department, Ningxia Hui Autonomous Region
Tobacco Company Yinchuan Company, China National Tobacco Corporation Tianjin Company, China National Tobacco Corporation Anhui Province Company, China National Tobacco Corporation
Yunnan Provincial Company, Chengdu City Company of Sichuan Provincial Tobacco Company, and Yulin City Company of Shaanxi Provincial Tobacco Company.
The main drafters of this document are. Zhang Yaping, Sun Jiaqi, Yin Jiankang, Hou Zhanlei, Yang Lei, Qian Xueqing, Zhang Xiaoping, Lin Jingru, Shao Caili,
Li Lulu, Pan Xueping, Liu Yanmei, Zhang Yaowen, Cheng Guoya, Han Xiaoyuan, Wang Zhigang, Feng Yunfeng, Chen Shanshan, Zhang Mingchao, Liu Taiming, Zhou Lin,
Wang Bo-wei, Zhang Yu-qing, Fang Yi-bin, Huang Wei, Hao Wei, Liu Hui-cen, and Wen Xiao-lun.
Tobacco business enterprises Tobacco retail customers
Service Quality Evaluation Guide
1 Scope
This document provides the principles for evaluating the quality of tobacco retail customer service of tobacco commercial enterprises, as well as the principles for evaluating the quality of tobacco retail customer service of tobacco commercial enterprises.
Guidelines for service quality evaluation systems, evaluation methods and procedures.
This document applies to the tobacco retail customer service quality evaluation conducted by tobacco commercial enterprises.
2 Normative references
The contents of the following documents constitute essential clauses of this document through normative references in this document.
For referenced documents without a date, only the version corresponding to that date applies to this document; for referenced documents without a date, the latest version (including all amendments) applies to
This document.
GB/T 36733 General principles for service quality evaluation
3 Terms and definitions
The terms and definitions defined in GB/T 36733 and the following apply to this document.
3.1
Tobacco retailer
Citizens, legal persons or other organizations that hold a tobacco retail license and engage in the retail business of tobacco products.
3.2
Service
At least one activity must be between the organization and its tobacco retail customers (3.1) for the organization's output.
Note 1 to entry. Typically, the major elements of a service are intangible.
Note 2 to entry. Services generally involve activities at the customer interface that, in addition to determining customer requirements to provide the service, may also include establishing an ongoing relationship with the customer.
institutions, such as banks, accounting firms or public organizations (such as schools or hospitals).
Note 3.The provision of services may involve, for example.
---Account managers provide tobacco retail customers with business guidance, cigarette display and other services;
--- Delivery personnel provide services such as cigarette delivery and squeezed cigarette exchange to tobacco retail customers;
---Market regulators provide tobacco retail customers with legal and regulatory publicity, consultation, legal rights protection and other services.
Note 4 to entry. Typically, services have customer experiences.
[Source. GB/T 36733-2018, 3.3 modified]
3.3
Service Quality
The degree to which an organization can meet specifications, agreements and characteristics of customer needs.
[Source. GB/T 36733-2018, 3.5]
4 Evaluation principles
4.1 Independence
Tobacco commercial enterprises may organize and carry out tobacco retail customer service quality evaluation on their own.
...
