After-sales service
The Evaluation System of After-Sale Service of Commodities (SB/T-10401-2006) is a commercial industry standard of the People's Republic of China proposed, drafted and put into practice by the China Business Federation. It was officially issued by the Ministry of Commerce on May 12, 2006 and was implemented on October 1, 2006.
Effect:
It is applicable to the evaluation of after-sales service level of production-oriented enterprises and sales-service-oriented enterprises in the territory of the People's Republic of China. The purpose of establishing this system is mainly to objectively reflect the actual situation of after-sales service of enterprises in China, accurately measure the actual level of after-sales service of enterprises, find and overcome the shortcomings of after-sales service, and promote the improvement of after-sales service of enterprises. The evaluation system of after-sales service of commodities stipulates the evaluation mode, evaluation index, evaluation procedure and evaluation criteria of after-sales service of commodities, and specifies the evaluation method, evaluation management and reviewers.
Indicators:
Appendix provides the following evaluation indicators:
Appendix A, the evaluation index of after-sales service for production enterprises, defines 27 indicators for evaluating the level of after-sales service for production enterprises: 1. Service culture, including service concept, service commitment, service strategy and service objectives. 2. Service system, including service specification, service flow, service supervision, rewards and punishments, service system management. 3. Service system, including organizational management, service outlets, staffing, business training, service input. 4. Distribution and installation, including commodity packaging, distribution services, installation and commissioning. 5. Maintenance services, including maintenance support, maintenance facilities and technical support. 6. Customer complaints, including complaint channels, complaint records, complaint handling. 7. Customer management, including communication channels and customer relationships. 8. Service improvement, including product improvement, service improvement and management improvement. At the same time, the scoring standard and the standard of attainment are stipulated.
Appendix B, the evaluation index of after-sales service of goods in sales service-oriented enterprises, stipulates 23 indicators of 8 items for evaluating after-sales service of products in sales service-oriented enterprises. 1. Service culture, including service concept, service commitment, service strategy and service objectives. 2. Service system, including service specification, service flow, service supervision, rewards and punishments, service system management. 3. Service system, including organization and management, staffing, business training. 4. Product assurance, including quality assurance, product return and exchange, maintenance network settings. 5. Distribution and installation, including distribution services, installation and commissioning. 6. Customer complaints, including complaint channels, complaint records, complaint handling. 7. Customer management, including communication channels and customer relationships. 8. Service improvement, including service improvement and management improvement.
On December 30, 2011, the General Administration of Quality Supervision, Inspection and Quarantine and the National Standardization Management Committee promulgated the National Standard for the Evaluation System of Commodity after-sale Services (the National Standard Bulletin of the People's Republic of China (No. 23, 2011). This standard will be implemented on February 1, 2012.
The national standard number of the Evaluation System of Commodity after-sale Service is GB/T 27922-2011. It is understood that the core content of the standard of "after-sales service evaluation system of commodities" is "five evaluation indicators" and "six evaluation methods". The "five evaluation indicators" part mainly defines the indicators and their meanings for the evaluation of after-sales service of commodities, which can be divided into three categories: the evaluation indicators for after-sales service system, the evaluation indicators for commodity service and the evaluation indicators for customer service. Among them, according to the indicators of after-sales service system, it emphasizes the efforts made by enterprises in the organization, management, resources and other basic conditions of after-sales service; according to the indicators of commodity service, it emphasizes the norms of related service activities and service behaviors carried out by enterprises around "commodities"; and it also emphasizes the criteria of customer service. In the process of communication with customers, enterprises should pay attention to service problems and regulations of service behavior. The part of "6 evaluation methods" mainly stipulates the basic procedures in the implementation of after-sales service evaluation activities, how to score and how to calculate the score value.
SB/T-10401-2006 is a domestic trade standard promulgated and implemented by the Ministry of Commerce. It is the first after-sales service evaluation standard in China. Since its promulgation and implementation in 2006, it has played a very positive role in standardizing after-sales service evaluation activities, restraining after-sales service behavior of enterprises, guiding enterprises to improve service level, and protecting consumers'legitimate rights and interests. Public opinion has also given corresponding support.
In 2007, recommended by the ministry of commerce of the People's Republic of China and approved by the cnca, China's first after-sales service certification agency was established to implement service certification nationwide. In practice, deficiencies and limitations of this standard are also found. For example, because it is an industry standard, its application is limited to some extent. Some specific clauses are difficult to operate in practice, and some contents are missing. At the same time, the change of domestic economic environment and the change of industrial development policy orientation, especially in the background of continuous upgrading of production, consumption, circulation and other links, the upgrading of after-sales service is not only the need of enterprise development, but also the necessity of economic development. Therefore, on the basis of the evaluation system of commodity after-sales service (SB/ t-10401-2006), it is of great significance to upgrade it into a national standard, which will further promote the regularization, institutionalization and systematic construction of market economy and greatly improve the quality and level of Chinese enterprises' after-sales service.
From July 23, 2009 national standardization management committee issued a "commodity after-sales service evaluation system" of the mission, led by the Chinese general chamber of commerce, organized from China general chamber of commerce, Beijing wuzhou tianyu authentication center, renmin university of China, China standard publishing house, China consumer association, the China quality association, China consumer protection foundation, China association of household electrical appliances and other institutions, As well as the haier Group, Konka Group Co., Ltd, shunde district, foshan city, midea microwave electrical appliance manufacturing Co., Ltd., guangdong boutique electrical appliance manufacturing Co., Ltd., guangzhou winning league test authentication technology development Co., Ltd., changsha zoomlion heavy industry science and technology development Co., Ltd., wu liang ye Co., Ltd, Hefei Meiling Co., Ltd., huai hai Group Co., Ltd., jiangsu yadi science and technology development Co., Ltd., Beijing urban and rural trade center Co., Ltd., shandong dream gin garden jewelry Co., Ltd., guangdong chigo air conditioning Co., Ltd., China national heavy duty truck Group Co., Ltd., Beijing friendship store, zhejiang jinzhou pipeline technology Standard drafting group is composed of relevant personnel from companies such as co., Ltd., bologna household products (Beijing) co., Ltd., jiangsu weiteng bus co., Ltd., Jiangling Motors Corporation, Ltd., and Beijing wuzhou creative marketing planning co., Ltd.
In August 2009, the members of the drafting group first pooled their opinions on SB/ t10401-2006. Based on the feedback, they revised and improved the SB/ t10401-2006 text and formed an internal discussion draft of the standard in November 2009. On December 20, 2009, the first draftsman meeting was held, during which the framework, content and ideas involved in the standard (internal discussion draft) were discussed, and corresponding Suggestions for modification and improvement were put forward. After the meeting, made a further revision, the formation of revised draft. On May 8, 2010, the second draftsman meeting was held, which mainly discussed and deliberated the revised draft item by item. After the meeting, according to the views of the drafters for further revision, and formed a draft for comments. In July 2010, it began to publish the standard text content to the public and solicit opinions on websites such as China federation of commerce and China commodity after-sales service network. After four months of online publicity and solicitation of opinions, the drafting group again made further revisions to the text. On November 13, 2010, 13 experts from the China business federation, the ministry of commerce, the ministry of industry and information technology, the research institute of the state council, the national standards commission, China certification and accreditation association, renmin university of China, midea group, bosideng group and other units formed the examination and approval committee, approved and passed the standard. The review will hold that the standard is advanced, innovative and easy to operate, which has important practical and far-reaching historical significance for guiding enterprises to strengthen after-sales service construction, promoting the whole society to attach importance to after-sales service and improving the overall service level.
It is also understood that the GB/T 27925-2011 "commercial enterprise brand evaluation and corporate culture construction guide" national standards are also released in this announcement, will also be implemented on February 1, 2012.
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