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GB/T 35966-2018: High technology service industry service quality evaluation guidelines
GB/T 35966-2018
GB
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 Contents
Foreword ... 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 guidelines
1 Scope
This 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 references
The 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 standard
3 Terms and definitions
For 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 process
7.1 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