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GB/T 35966-2018: High technology service industry service quality evaluation guidelines Delivery: 9 seconds. True-PDF full-copy in English & invoice will be downloaded + auto-delivered via email. See step-by-step procedure Status: Valid
Similar standardsGB/T 35966-2018: High technology service industry service quality evaluation guidelines---This is an excerpt. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.), auto-downloaded/delivered in 9 seconds, can be purchased online: https://www.ChineseStandard.net/PDF.aspx/GBT35966-2018GB NATIONAL STANDARD OF THE PEOPLE’S REPUBLIC OF CHINA ICS 03.080.01 A 12 High technology service industry service quality evaluation guidelines Issued on: FEBRUARY 6, 2018 Implemented on: SEPTEMBER 1, 2018 Issued by. General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China; Standardization Administration of the People's Republic of China. Table of ContentsForeword ... 3 1 Scope ... 4 2 Normative references ... 4 3 Terms and definitions ... 4 4 Evaluation principles ... 5 5 Evaluation indexes ... 5 6 Evaluation methods ... 8 7 Evaluation process ... 9 8 Evaluation report ... 12 Bibliography ... 14 High technology service industry service quality evaluation guidelines1 ScopeThis Standard specifies the evaluation principles, evaluation contents, evaluation methods, evaluation process and evaluation report for the service quality evaluation of the high technology service industry. This Standard applies to the service quality evaluation of high technology service industry; evaluation indexes for a certain field can be set based on this Standard.2 Normative referencesThe following referenced documents are indispensable for the application of this document. For dated references, only the edition dated applies to this document. For undated references, the latest edition of the referenced documents (including all amendments) applies to this document. GB/T 18883-2002, Indoor air quality standard3 Terms and definitionsFor the purposes of this document, the following terms and definitions apply. 3.1 high technology service industry A set of service activities provided for the society by means of advanced technologies. High technology service industry includes services of research, development and design, services for commercialization of research findings, professional technique service industry, information services, e-commerce services, technical services for quality inspection, intellectual property services, environmental monitoring and management services, etc. 3.2 service quality e) management capability. the management of labor protection (including the provision of appropriate working conditions for employees, provision of all social benefits for employees by law, establishment of a complete performance management system, etc.), market channels, human resources, security assurance, risk prevention and control, emergency response, sanitary conditions and energy conservation and environmental protection (including the use of environmentally friendly materials for decoration, the compliance of noise with relevant laws and regulations, the compliance of air quality with the requirements of GB/T 18883-2002, and the compliance of management of waste water, waste residue, exhaust gas and fume, and conservation of energy, water, electricity, etc. with the national regulations). f) brand influence. the investment of service providers in the publicity and promotion of brands, and the position of service providers’ brand in local areas and this industry. g) facilities and equipment. the service demands met by facilities and equipment, the usability of facilities and equipment and the allocation of accessible facilities and equipment. 5.3 Service process Service process elements shall satisfy the indexes as follows, including but not limited to. a) specialty. the professional reliability of services provided to customers by service providers and the matching degree of services provided with customer demands; b) responsiveness. the timeliness, punctuality and timesaving of services provided by service providers and the degree of solving customers’ problems quickly; c) security. the effective protection of customers’ business information by service providers and the reliable, accurate fulfillment of commitments; d) empathy. the consideration for and special attention to customers, the capability of approaching to customers, the sensitive, effective understanding of customers’ demands. 5.4 Service results Service result elements shall meet the indexes as follows, including but not limited to. a) customer satisfaction. the overall satisfaction of customers for services, e.g. the cost performance, the customers’ complaint rate, the handlings of customers’ complaints by service providers; -- expert investigation method (the Delphi method); -- the fuzzy analytical method; -- the binomial coefficient method; -- the chain relative evaluation method; -- the least square method; -- the order relation analytical method; -- other methods. 6.2.3 Objective weighting method for evaluation The objective weighting method for evaluation is preferably selected from the methods as follows. -- the maximum entropy technology method; -- the principal component analytical method; -- the multi-objective programming method; -- the scatter degree method; -- the mean square error method; -- the variable coefficient method; -- the maximum deviation method; -- the simple correlation function method; -- other methods. 6.2.4 Subjective-objective comprehensive weighting method The subjective-objective comprehensive weighting method combines the subjective weighting method and the objective weighting method, and thus their advantages are used fully.7 Evaluation process7.1 General 7.2.3 Determination of evaluation subjects Appropriate evaluation subjects shall be determined in accordance with the characteristics and evaluation objectives of high technology service industry, which normally includes self-evaluation by the organization, evaluation by a second party and evaluation by a third party. 7.3 Design of evaluation plan 7.3.1 Establishment of evaluation criteria Evaluation subjects shall determine evaluation criteria for evaluation objects of different characteristics. Different evaluation criteria shall be used for different quality characteristics; all characteristic evaluation indexes are preferably determined in accordance with actual evaluation demands. 7.3.2 Establishment of evaluation technical schemes Taking into consideration the service quality evaluation index system of a specific high technology service industry or organization which is suitable to the framework design of service capability-service process-service result, design the data collection questionnaires based on the evaluation index system, and determine the method for determining weights of all evaluation indexes of high technology service industry based on the service characteristics and data. 7.3.3 Establishment of evaluation implementation schedules Divide the work of evaluators; determine the requirements for work completion schedules; specify the management and control procedures of evaluation. Make implementation schedules; describe the adjustments of evaluation procedures when the implementation of evaluation process is impossible; or explain the evaluation results. 7.4 Implementation of evaluation 7.4.1 Training of evaluators Evaluation subjects shall carry out training for participants in the aspects as follows, including but not limited to. -- the data collection and calculation; -- the determination of index weights; -- the maneuver of data collection. 7.4.2 Collection of evaluation data ......Source: Above contents are excerpted from the full-copy PDF -- translated/reviewed by: www.ChineseStandard.net / Wayne Zheng et al. 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