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GB/T 24421.1-2023 English PDF (GBT24421.1-2023)

GB/T 24421.1-2023 English PDF (GBT24421.1-2023)

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GB/T 24421.1-2023: Guidelines for standardization of organizations in service sector -- Part 1: General

This document establishes the basic principles for the standardization of organizations in service sector; gives suggestions on the content and management of standardization of organizations in service sector. This document applies to the standardization of organizations in service sector.
GB/T 24421.1-2023
GB
NATIONAL STANDARD OF THE
PEOPLE REPUBLIC OF CHINA
ICS 03.080.01
CCS A 00
Replacing GB/T 24421.1-2009
Guidelines for standardization of organizations in service
sector - Part 1: General
ISSUED ON: MARCH 17, 2023
IMPLEMENTED ON: MARCH 17, 2023
Issued by: State Administration for Market Regulation;
Standardization Administration of the PRC.
Table of Contents
Foreword ... 3
Introduction ... 5
1 Scope ... 6
2 Normative references ... 6
3 Terms and definitions ... 6
4 Basic principles ... 7
5 Work content ... 7
6 Work management ... 9
Bibliography ... 11
Guidelines for standardization of organizations in service
sector - Part 1: General
1 Scope
This document establishes the basic principles for the standardization of organizations in service sector; gives suggestions on the content and management of standardization of organizations in service sector.
This document applies to the standardization of organizations in service sector. 2 Normative references
The contents of the following documents, through normative references in this text, constitute indispensable provisions of this document. Among them, for dated references, only the edition corresponding to that date applies to this document. For undated references, the latest edition (including all amendments) applies to this document. GB/T 15624 Guidelines for standardization of services
GB/T 19000 Quality management systems - Fundamentals and vocabulary
GB/T 24421.2 Guidelines for standardization of organizations in service sector - Part 2: Standard system construction
GB/T 24421.3 Guidelines for standardization of organizations in service sector - Part 3: Preparation of standards
GB/T 24421.4 Guidelines for standardization of organizations in service sector - Part 4: Standard actualization and appraise
GB/T 24421.5 Guidelines for standardization of organizations in service sector - Part 5: Improvement
3 Terms and definitions
The terms and definitions as defined in GB/T 15624 and GB/T 19000 and the following one apply to this document.
3.1
Organizations in service sector
An organization of service functions that consist of responsibilities, authorities and interrelationships in order to achieve the objectives of service activities. 4 Basic principles
In the process of carrying out standardization, organizations in service sector need to consider how to continuously improve service quality through multi-party participation based on the actual needs of their own development. While meeting the needs and expectations of relevant parties, they shall pay attention to social welfare; carry out standardization in a targeted and planned manner; optimize and innovate. The specific principles are as follows:
a) Reflect the characteristics of the industry; highlight regional characteristics; promote the healthy and orderly development of the industry;
b) Standardize service behavior; improve service quality; meet the needs and expectations of service objects;
c) Pay attention to factors such as safety, health, environmental resources, and social responsibility; protect the legitimate rights and interests of service objects and employees;
d) Carry out work in a coordinated manner; implement unified management; focus on innovation and continuous improvement;
e) Create a standardization atmosphere; improve standardization awareness; insist on full participation;
f) Play a leading role; actively participate in domestic and international standardization activities.
5 Work content
5.1 Demand analysis
5.1.1 With the goal of realizing the development strategy of the organization, analysis shall be conducted from the following aspects (including but not limited to): a) The needs of the organization?€?s interested parties;
b) The current status of standardization in the organization and its development needs.
5.1.2 According to the results of demand analysis, determine the standardization objects; systematically plan the standardization work; formulate standardization plans; focus on the management of each link. And according to changes in the internal and external environment, make timely adjustments and improvements.
5.2 Standard system construction
5.2.1 According to the demand analysis, organizations in service sector should construct a standard system that is targeted, complete, coordinated, and effective. 5.2.2 The standard system should be constructed according to the information given in GB/T 24421.2.
5.3 Preparation of standards
5.3.1 When there are no corresponding or applicable relevant standards, organizations in service sector may prepare their own standards based on actual needs. Those who meet the conditions can apply for the preparation of national standards, industry standards, local standards, and group standards.
5.3.2 When preparing standards, advanced technologies and concepts should be considered.
5.3.3 When preparing standards, it is necessary to consider coordination and matching with other relevant current domestic standards.
5.3.4 Organizations in service sector should timely review and revise the published and implemented standards of the organizations as necessary.
5.3.5 According to the information given in GB/T 24421.3, the selection of standardization objects and standard elements AND the preparation of content should be carried out.
5.4 Standard actualization and appraise
5.4.1 Standard actualization should aim at standardizing service behavior; improving service quality; meeting the needs and expectations of relevant parties; ensuring safety and protecting the environment.
5.4.2 According to the actual situation, effectively implement the national standards, industry standards, local standards, group standards and standards of the organization included in the standard system.
5.4.3 When implementing standards, a plan should be formulated, which at least includes actualization scope, personnel, progress and requirements.
5.4.4 Combined with the operation of the standard system, organize regular and their business skills.
6.3 Informatization management
6.3.1 Through modern information technology means, it shall unblock standardization information channels; timely collect relevant domestic and foreign standardization information; classify and archive standardization information data and materials; and timely update them. Conditionally establish and improve a standardization information management system; effectively integrate it with other information systems. 6.3.2 According to the actual situation of the organization, establish and improve the standardization information feedback mechanism. And through the analysis, research and comprehensive utilization of standardization information, put forward suggestions for standardization measures AND assist in decision-making.
6.3.3 Record and preserve the process matters (such as standard system construction, preparation of standards, standard actualization and appraise, improvement, etc.) in standardization work and their results. Conditionally establish information files for standardization work.
6.3.4 In carrying out standardization and informatization work, enhance network information security awareness; do a good job in information security protection. 6.4 Funds management
6.4.1 It shall establish a special funding system for standardization, to meet the needs of the organization's standardization work.
6.4.2 It shall give appropriate rewards to departments and personnel who have made outstanding contributions to standardization work.
6.5 Innovation management
It shall fully consider the organic combination of innovation and standardization; promptly transform innovation results and successful experiences and practices into standards; to promote the development of the organization.

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