Published by the Ministry of Commerce
Formally implemented on October 10, 2006
(1) Evaluation index of after-sales service of production enterprises
This appendix specifies 27 indicators for 8 individual items that evaluate the level of after-sales service of production enterprises. The specific conditions for each indicator are as follows:
A.1 Service Culture
A.1.1 Service concept
A.1.1.1 The company has a clear after-sales service concept, which can penetrate all aspects of the after-sales service of the enterprise and guide the after-sales service of the enterprise.
A.1.1.2 The after-sales service personnel of the enterprise are familiar with the after-sales service concept of the enterprise and carry out the serious and complete implementation in the after-sales service process.
A.1.1.3 The company publicizes its own after-sales service concept and accurately communicates it to customers.
A.1.2 Service commitment
A.1.2.1 The company has a clear after-sales service commitment and guarantees that it can be delivered to customers accurately and efficiently.
A.1.2.2 The company's after-sales service commitments in product advertisements, leaflets, warranty cards, sales contracts, etc. shall be accurate and consistent.
A.1.2.3 The company fully fulfills its after-sales service commitment.
A.1.3 Service Strategy
A.1.3.1 The company has a clear after-sales service strategy, which can guide the entire after-sales service.
A.1.3.2 The company's after-sales service strategy can not only meet the needs of customers, but also maintain the company's after-sales service costs at a reasonable level.
A.1.4 Service objectives
A.1.4.1 The enterprise has clear after-sales service work objectives, and formulates long-term goals, medium-term goals and annual goals according to the actual situation of the enterprise.
A.1.4.2 The company's after-sales service work objectives include quantitative indicators, which can be used to assess the after-sales service departments and personnel of the enterprise.
A.1.4.3 The enterprise shall adjust the after-sales service objectives in due course.
A.2 service system
A.2.1 Service Specifications
A.2.1.1 The enterprise shall formulate a complete after-sales service rules and regulations, which can cover all aspects of the after-sales service of the enterprise products.
A.2.1.2 The rules and regulations for after-sales service formulated by the enterprise are embodied in the form of enterprise documents, thus forming a unified and perfect after-sales service standard system.
A.2.1.3 The after-sales service rules and regulations formulated by the enterprise include: after-sales service personnel practice specifications, product distribution service specifications, quality technical service specifications, product return service specifications, installation and maintenance service specifications, complaint handling service specifications, customer tracking service specifications, etc. content.
A.2.1.4 The after-sales service and service personnel of the enterprise strictly implement the rules and regulations of after-sales service formulated by the enterprise.
A.2.2 Service Process
A.2.2.1 The enterprise shall formulate a sound after-sales service process. The whole process shall be uniform, standardized, reasonable and operable, and the whole after-sales service shall be in an orderly state.
A.2.2.2 The after-sales service personnel of the enterprise work in strict accordance with the after-sales service process.
A.2.2.3 The company expresses the after-sales service process to customers through certain channels.
A.2.3 Service supervision and rewards and punishments
A.2.3.1 The enterprise establishes an internal after-sales service supervision organization. The person in charge of the organization is a full-time staff who can effectively supervise the operation of the after-sales service system of the enterprise and coordinate the work of the entire after-sales service system in a timely manner.
A.2.3.2 The enterprise can effectively reward and punish the after-sales service department and staff in the long-term and standardize the whole after-sales service.
A.2.4 Service System Management
A.2.4.1 The company follows various strict procedures to develop various after-sales service systems.
A.2.4.2 The company regularly revise various after-sales service systems.
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