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GB/T 27400-2020 English PDF (GBT27400-2020)

GB/T 27400-2020 English PDF (GBT27400-2020)

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GB/T 27400-2020: Conformity assessment -- General rules for service certification techniques
This Standard specifies the general service certification techniques, including requirements such as principles for service certification techniques and service certification techniques. This Standard applies to third-party conformity assessment activities for specific services. The first-party and second-party conformity assessment activities can refer to it for use.
GB/T 27400-2020
GB
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 03.120.20
A 00
Conformity assessment - General rules for service
certification techniques
ISSUED ON: MARCH 6, 2020
IMPLEMENTED ON: OCTOBER 1, 2020
Issued by: State Administration for Market Regulation;
Standardization Administration of the PRC.
Table of Contents
Foreword ... 3
Introduction ... 4
1 Scope ... 6
2 Normative references ... 6
3 Terms and definitions ... 6
4 Principles for service certification techniques... 10
5 Service certification techniques ... 10
5.1 General ... 10
5.2 Definition of scope of certification ... 11
5.3 Selection of certification criteria ... 11
5.4 Selection and application of certification modes ... 11
5.5 Certification evaluation arrangements ... 12
5.6 Experience program planning ... 13
5.7 Methods of use and labeling of certification documents ... 14
5.8 Methods and principles of certification scheme establishment ... 14 5.9 Methods for certification suspension, cancellation and revocation ... 15 Bibliography ... 17
Conformity assessment - General rules for service
certification techniques
1 Scope
This Standard specifies the general service certification techniques, including requirements such as principles for service certification techniques and service certification techniques.
This Standard applies to third-party conformity assessment activities for specific services. The first-party and second-party conformity assessment activities can refer to it for use.
2 Normative references
The following documents are indispensable for the application of this document. For the dated references, only the editions with the dates indicated are applicable to this document. For the undated references, the latest edition (including all the amendments) are applicable to this document.
GB/T 24421.2-2009 Guidelines for standardization of organizations in service sector - Part 2: Standard system
GB/T 27000-2006 Conformity assessment - Vocabulary and general principles (ISO/IEC 17000:2004, IDT)
GB/T 27065-2015 Conformity assessment - Requirements for bodies certifying products, processes and services (ISO/IEC 17065:2012, IDT)
GB/T 27067-2017 Conformity assessment - Fundamentals of product certification and guidelines for product certification schemes (ISO/IEC 17067:2013, IDT) GB/T 27205-2019 Conformity assessment - Guidelines and examples of a
certification scheme for services
3 Terms and definitions
The terms and definitions defined in GB/T 27000-2006 and the following ones apply to this document.
3.1
Service
An output of a service provider for which at least one activity must take place between the service provider and the customer.
Note 1: Usually, the main elements of a service are intangible.
Note 2: Usually, a service consists of activities in contact with the customer. In addition to determining the customer's requirements in order to provide the service, it may include establishing an ongoing relationship with the customer; such as: services provided by banks, accounting firms, or public organizations (such as: schools or hospitals). Note 3: The provision of services may involve, for example:
- Activities performed on a customer-supplied tangible product (such as a car in need of repair).
- Activities performed on a customer-supplied intangible product (such as an income statement required for tax returns).
- Delivery of intangible products (such as provision of information for knowledge transfer). - Create an atmosphere for customers (such as in hotels and restaurants). Note 4: Typically, service is experienced by customers.
Note 5: Rewrite GB/T 19000-2016, definition 3.7.7.
3.2
Service provider
An entity that provides service activities.
Note: The entity can be organization or individual.
[GB/T 24620-2009, definition 3.3]
3.3
Customer service
The interaction between the service provider and the customer throughout the service delivery phase.
Note: Rewrite GB/T 24620-2009, definition 3.11.
3.4
[GB/T 19038-2009, definition 3.14]
4 Principles for service certification techniques
4.1 Service certification shall be in accordance with the relevant requirements of GB/T 27065-2015 and GB/T 27067-2017.
4.2 Service certification evaluation shall implement the conformity assessment function method given in Appendix A of GB/T 27000-2006; consider the following factors: a) Basic characteristics of services such as intangibility, simultaneity, non-storage, and heterogeneity;
b) Business scope classification and risk level of service certification; c) Service provision and delivery and customer experience requirements. 4.3 Service certification techniques shall focus on the service characteristics of customer experience, to ensure the reliability and credibility of reasonable selection and objective evaluation of specific service certification results.
5 Service certification techniques
5.1 General
5.1.1 The service certification techniques shall provide generic techniques related to functions such as selection, determination, review and certification, specifically: - Definition of the scope of certification related to the selection function; - Selection of certification criteria, selection and application of certification modes, certification evaluation arrangements, and experience program planning related to the determination function;
- Methods of use and labeling of certification documents related to the review and certification functions.
5.1.2 The service certification techniques shall provide generic techniques related to conformity assessment activities and results, such as:
- Methods and principles of certification scheme establishment;
- Methods for certification suspension, cancellation, and revocation.
5.2 Definition of scope of certification
5.2.1 The scope of service certification shall describe the service name, service provider, main contact process, and key service characteristics; and when feasible, determine the service location (including physical location or non-physical location, such as a website).
5.2.2 The scope of service certification shall be proposed by the applicant. The certification body shall define it according to the classification of service certification business scope, specific service category, service product, project and (or) function. 5.3 Selection of certification criteria
5.3.1 Service certification criteria shall be composed of service requirements and management requirements.
5.3.2 Service requirements shall:
a) Describe the service characteristics given by the service blueprint; b) Meet the requirements of 7.2 in GB/T 24421.2-2009;
c) Be measurable.
5.3.3 Management requirements shall:
a) Cover the service provision and delivery process, including service design where applicable;
b) Meet the requirements of 7.3~7.6 in GB/T 24421.2-2009;
c) Include general management requirements (such as GB/T 19001 and GB/T 22000) and specific management requirements.
5.4 Selection and application of certification modes
5.4.1 The selection of certification modes shall consider the characteristics of service requirements and management requirements, including but not limited to: a) Inspection of service characteristics, including public and mystery customers (unannounced visits);
b) Testing of service characteristics, including public and mystery customers (unannounced visits);
c) Customer surveys;
d) Service footprint assessment;
samples and experience methods.
5.5.3 According to the arrangement of service certification scheme, the evaluation of service certification shall implement the selection activities; including: sampling plan and technique. If sampling is implemented, the sampling may or may not have significant statistical properties. The key is to be able to achieve the certification objectives.
5.5.4 According to the arrangement of service certification scheme, the evaluation of service certification shall implement determination activities; and shall adopt measurable methods, including service management review and service characteristic assessment, usually:
a) The purpose of service management review is to confirm the ability of the specific service provision and delivery activities to continuously meet and comply with the service certification criteria. The results are output in the form of a service management review report;
b) Service characteristic assessment aims to confirm the extent to which service characteristics meet and comply with the service certification criteria. Reliability and validity calibration techniques can be used to ensure its reliability and credibility. The results are output in the form of a service characteristic assessment report.
5.5.5 Disposal of nonconformity or disqualified items involved in service certification evaluation shall include:
a) Any problems found in the service management review, which may be judged as nonconformity, shall be notified to the applicant in the form of a report of nonconformity items. The applicant shall be required to take measures within the specified time limit. After the verification meets the requirements, the service characteristic assessment may be implemented;
b) Any problems that may be judged as nonconformity in the service characteristic assessment shall be reported to the applicant in the assessment result report and other appropriate methods. When necessary, re-sampling and re-implementation of service characteristic assessment shall be considered; or the certification shall be terminated.
5.6 Experience program planning
5.6.1 Service certification shall specify the experience method or scheme of service characteristics, including but not limited to:
a) Use mystery customers;
b) Use interviews, surveys and (or) access to services.
5.6.2 Service characteristic assessment shall be conducted after successful completion of the service management review, usually:
a) Implement within 3 months at the time of initial certification or recertification; b) Implement within 2 months for supervision and evaluation within a complete certification cycle.
5.6.3 The service characteristic experience program shall give the response plan or method for the matters that may cause concern or risk situation.
5.7 Methods of use and labeling of certification documents
5.7.1 The service certification documents shall meet the relevant requirements in 7.7 of GB/T 27065-2015.
5.7.2 The design of service certification documents shall be aimed at the characteristics of service certification; and stipulate its use and labeling methods.
5.7.3 The form of the service certification document can be text, pattern, and logo. The carrier of the service certification document may be in any applicable form such as paper or electronic.
5.7.4 The service certification documents shall be released after all evaluation activities have been satisfactorily completed, including publicity activities where feasible, that is, the publicity period has ended; no major customer complaints have occurred; all customer feedback has been satisfactorily resolved; and the certification decision has been approved.
5.7.5 When unauthorized use, wrong use, or misleading use of service certification documents are found, actions - including legal actions or corrective measures - shall be taken, until all foreseeable risks are eliminated.
5.8 Methods and principles of certification scheme establishment
5.8.1 Service certification schemes are generally divided into general description and special description schemes.
5.8.2 The service certification scheme described in general shall comply with the content specified in 6.5.1 of GB/T 27067-2017.
5.8.3 The service certification scheme specifically described shall include but not limited to the following:
a) Scope of certification;
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