Evaluation System for After-sales Service of Commodity

On December 30, 2011, General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China, Standardization Administration of the People's Republic of China promulgated the national standard of Evaluation System for After-sales Service of Commodity  (National Standards Announcement of the People's Republic of China (No.23, 2011)), which will be implemented from February 1, 2012.
The national standard number of Evaluation System for After-sales Service of Commodity is GB/T 27922-2011. It is understood that the core content of the standard of "Evaluation System for After-sales Service of Commodity" is "5 Evaluation Indicators" and "6 Evaluation Methods". The part of "5 Evaluation Indicators" mainly stipulates the indicators and their meanings for the evaluation of commodity after-sales service, which are divided into three categories: evaluation indexes for after-sales service system, evaluation indexes for commodity service and evaluation indexes for customer service. Among them, aiming at the index of after-sales service system, it emphasizes the efforts made by enterprises in the basic conditions such as organization, management and resources of after-sales service; According to the indicators of goods and services, it emphasizes the standardization of relevant service activities and service behaviors carried out by enterprises around "goods"; Aiming at the index of customer service, this paper emphasizes the regulation of service problems and service behaviors that enterprises should pay attention to in the process of communication with customers. 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.

Evaluation System for After-sales Service of Commodity (SB/T-10401-2006) is a domestic trade standard promulgated and implemented by the Ministry of Commerce, and 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 the legitimate rights and interests of consumers, and public opinion has also given corresponding support.

In 2007, after recommended by the Ministry of Commerce and approved by CNCA, the first after-sales service certification body in China was established to implement service certification nationwide. In practice, the shortcomings and limitations of this standard were also found, for example, because it is an industry standard, there are some limitations in its application, some specific clauses are difficult to operate in practice, and there are some missing contents. At the same time, with the change of domestic economic environment and the change of industrial development policy orientation, especially under the background of continuous upgrading of production, consumption and circulation, 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 "Evaluation System for After-sales Service of Commodity" (SB/T-10401-2006), it is of great significance to upgrade it into a national standard, which will further promote the regulation, institutionalization and systematization of market economy and greatly improve the quality and level of after-sales service of Chinese enterprises.

Since July 23, 2009, Standardization Administration of the People's Republic of China issued the task of formulating Evaluation System for After-sales Service of Commodity, Led by the CHINA GENERAL CHAMBER OF COMMERCE, Organized organizations from China Business Federation, Beijing Wuzhou Tianyu Certification Center, Renmin University of China, China Standards Publishing House, China Consumers Association, China Association for Quality, China Consumer Protection Foundation, China Household Electrical Appliances Association and other institutions. And Haier Group, Konka Group Co., Ltd., Foshan Shunde Midea Microwave Electrical Appliance Manufacturing Co., Ltd., Guangdong Midea Boutique Electrical Appliance Manufacturing Co., Ltd., Guangzhou Zhonglian Inspection and Certification Technology Development Co., Ltd., Changsha Zhonglian Heavy Industry Technology Development Co., Ltd., Wuliangye Co., Ltd., Hefei Meiling Co., Ltd., Huaihai Vehicle Group Co., Ltd., Jiangsu Yadi Technology Development Co., Ltd., Beijing Urban and Rural Trade Center Co., Ltd., Shandong Mengjinyuan Jewelry Co., Ltd., Guangdong Zhigao Air Conditioning Co., Ltd., China Heavy Duty Truck Group Co., Ltd., Beijing Jindian Friendship Mall, Zhejiang Jinzhou Area Pipeline Technology Co., Ltd., Boloni Household Products (Beijing

Since July 23, 2009, the National Standardization Administration Committee issued the task of formulating Evaluation System for After-sales Service of Commodity, Led by CHINA GENERAL CHAMBER OF COMMERCE, Organized organizations from CHINA GENERAL CHAMBER OF COMMERCE, Wuzhou Tianyu Certification Center, Renmin University of China, China Standards Publishing House, China Consumers Association, China Association for Quality, China Consumer Protection Foundation, China Household Electrical Appliances Association and other institutions. And Haier Group, Konka Group Co., Ltd., Foshan Shunde Midea Microwave Electrical Appliance Manufacturing Co., Ltd., Guangdong Midea Boutique Electrical Appliance Manufacturing Co., Ltd., Guangzhou Zhonglian Inspection and Certification Technology Development Co., Ltd., Changsha Zhonglian Heavy Industry Technology Development Co., Ltd., Wuliangye Co., Ltd., Hefei Meiling Co., Ltd., Huaihai Vehicle Group Co., Ltd., Jiangsu Yadi Technology Development Co., Ltd., Beijing Urban and Rural Trade Center Co., Ltd., Shandong Mengjinyuan Jewelry Co., Ltd., Guangdong Zhigao Air Conditioning Co., Ltd., China Heavy Duty Truck Group Co., Ltd., Beijing Jindian Friendship Mall, Zhejiang Jinzhou Area Pipeline Technology Co., Ltd., Boloni Household Products (Beijing) Co., Ltd., Jiangsu Weiteng Bus Co., Ltd., Jiangling Motors Co., Ltd., Beijing Wuzhou Creative Marketing Planning Co., Ltd. and other enterprises formed the standard drafting group.

In August 2009, members of the drafting group first collected their opinions on SB/T10401-2006, revised and improved the text of SB/T10401-2006 according to the feedback, and formed an internal discussion draft of the standard in November 2009. On December 20, 2009, the first drafter meeting was held, at which the framework, content, ideas and other issues involved in the standard (internal discussion draft) were discussed, and corresponding suggestions for revision and improvement were put forward. After the meeting, it was further revised to form a revised draft. On May 8, 2010, the second drafter meeting was held, which mainly discussed and negotiated the contents of the revised draft one by one. After the meeting, according to the opinions of the drafters, further amendments were made and a draft for comments was formed. In July 2010, we began to publish the text content of the standard to the public and solicit opinions on websites such as CHINA GENERAL CHAMBER OF COMMERCE and China Commodity After-sales Service Network. After four months of online publicity and solicitation of opinions, the drafting group once again revised and improved the text content. On November 13, 2010, 13 experts from CHINA GENERAL CHAMBER OF COMMERCE, Ministry of Commerce, Ministry of Industry and Information Technology, Research Office of the State Council, National Standards Committee, China Certification and Accreditation Association, Renmin University of China, Midea Group, Bosideng Group and other units formed an examination and approval committee, which examined and approved the standard. According to the examination and approval meeting, this standard is advanced, innovative and easy to operate, which has important practical significance 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 service level as a whole.