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Similar standardsGB/T 36683-2018: Specification for assessment of automobile after-sales service---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/GBT36683-2018GB NATIONAL STANDARD OF THE PEOPLE’S REPUBLIC OF CHINA ICS 03.080 A 12 Specification for assessment of automobile after-sales service Issued on: SEPTEMBER 17, 2018 Implemented on: APRIL 1, 2019 Issued by. State Administration for Market Regulation; 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 Assessment principles ... 5 4.1 Impartiality ... 5 4.2 Effectiveness ... 5 4.3 Credibility ... 5 4.4 Standard-ability ... 5 5 Assessment indexes ... 6 5.1 General ... 6 5.2 Auto service providers ... 6 5.3 Service resources ... 6 5.4 Service personnel ... 7 5.5 Service processes ... 8 5.6 Service results ... 9 6 Assessment processes ... 9 6.1 Assessment preparation ... 9 6.2 Assessment implementation ... 10 6.3 Formation of assessment results ... 11 7 Assessment methods ... 11 7.1 Weight calculation method ... 11 7.2 Data acquisition method ... 11 7.3 Data processing method ... 11 7.4 Score calculation method ... 11 8 Assessment results ... 12 8.1 Contents ... 12 8.2 Forms ... 13 Specification for assessment of automobile after-sales service1 ScopeThis Standard specifies the assessment principles, assessment indexes, assessment processes, assessment methods, assessment results, etc. for assessment of automobile after-sales service. This Standard applies to the assessment activities of automobile after-sales service.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 2894, Safety signs and guideline for the use GB/T 16739 (all parts), Certification requirements for motor vehicle maintenance and repair enterprise GB/Z 28828, Information security technology – Guideline for personal information protection within information system for public and commercial services GB/T 36686-2018, Specification for automobile after-sales service3 Terms and definitionsFor the purposes of this document, the following terms and definitions, and those given in GB/T 36686-2018, apply. 3.1 auto after-sales service Process in which repair and other technical services are provided for customers and their automobile products, in order to meet the requirements for their normal use of automobile products. [GB/T 36686-2018, definition 3.1] 3.2 customer Organization or person who accept automobile after-sales service (3.1). 3.3 assessment participant Automobile service provider who is assessed. 3.4 assessor Organization or person who assesses the performance of assessment participants (3.3) in assessment activities.4 Assessment principles4.1 Impartiality The assessment activities of assessor shall be impartial. Assessment results shall not be affected by factors of assessment activities, such as implementation difficulties and whether they are charged or not. 4.2 Effectiveness Assessor shall be responsible for proper formulation and effective implementation of assessment schemes, accurate assessment of the true level of automobile after-sales service, and identification of real problems. 4.3 Credibility Assessor shall collect and use authentic, objective data; assessment results shall reflect assessment activities objectively and accurately, without errors, which are credible. 4.4 Standard-ability Assessment activities shall meet the requirements of assessment schemes, avoiding mistakes and reducing errors. 6.1.2 Determination of assessment scopes Assessor shall determine the scopes of assessment activities, i.e. the contents of assessment activities of assessment objects. 6.1.3 Determination of assessment intervals Assessor shall determine the time intervals of assessment activities, i.e. the sampling intervals of data used in assessment activities. 6.1.4 Preparation of assessment schemes 6.1.4.1 Assessor shall determine implementation procedures, time arrangements, assessment methods, etc., and prepare assessment schemes, according to assessment purposes and the other characteristics of assessment activities. 6.1.4.2 Assessor shall demonstrate and optimize assessment schemes in terms of operability, economic efficiency, scientific, effectiveness and so on. 6.1.4.3 Assessor can disclose assessment schemes or their parts within certain limits based on actual demands. 6.2 Assessment implementation 6.2.1 Establishment of assessment index systems 6.2.1.1 Assessor shall select appropriate assessment indexes from 5.2 ~ 5.6 and combine, cut and refine them, in accordance with assessment purposes, assessment schemes, characteristics of assessment participants, etc. 6.2.1.2 If necessary, assessment indexes not listed in 5.2 ~ 5.6 can be supplement according to the actual requirements of assessment activities. 6.2.1.3 Assessor shall select an appropriate weight calculation method to weight the above-mentioned assessment indexes, forming an assessment index system. 6.2.2 Acquisition and processing of data 6.2.2.1 Assessor shall determine the scopes, time intervals and methods for data acquisition, acquire data and carry out quality evaluation for data acquired, in accordance with assessment schemes. NOTE 1. If necessary, multiple times of acquisition or supplementary acquisition can be carried out. NOTE 2. Quality evaluation generally includes evaluation in data comprehensiveness, accuracy, consistency, correlation and so on. mathematical mean method, summation method, de-extremum method and so on.8 Assessment results8.1 Contents 8.1.1 The assessment results shall include. -- details of assessment objects; -- assessment schemes (including assessment purposes, assessment scopes, assessment intervals, assessment index systems, assessment methods and so on); -- assessment basis; -- process of assessment activities; -- assessment scores and interpretation; -- assessment conclusions and descriptions; -- assessment time; -- details of assessor. 8.1.2 In accordance with the requirements and characteristics of assessment activities, assessment results should include. -- work suggestions on assessment objects and interested parties; -- use suggestions and use restrictions on assessment scores, assessment conclusions and other content. 8.1.3 Assessor should use such expression forms as charts, directly reflecting assessment scores, assessment conclusions and other content. 8.1.4 Assessor shall protect customers’ information to prevent disclosure and loss; in case of any disclosure or loss which has occurred or is likely to occur, corrective measures shall be taken immediately. Assessor shall not provide customers’ information illegally to other organizations or individuals in the form of diverting, selling, etc.; when assessment results need to cite customers’ cases or relevant contents, assessor shall carry out technical processing based on the scope of publishing, using, etc. of assessment results. ......Source: Above contents are excerpted from the full-copy PDF -- translated/reviewed by: www.ChineseStandard.net / Wayne Zheng et al. |
