T/CAPS 004-2022 Active Group standards

T/CAPS 004-2022 The evaluation criteria for continuously improving after-sales service capability

Publish Date: 2022-03-30 Implement Date: 2022-04-30 For services related to genuine standard inquiry, procurement, translation, and other related services in China, please Contact Us

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Basic Information

Standard Code: T/CAPS 004-2022

Standard Type: Group standards

Standard Status: Active

is_force_gb: no

CCS Name: -

ICS Name: Integrated services

Publish Date: 2022-03-30

Implement Date: 2022-04-30

Scope

Scope: This document specifies the evaluation purposes, scoring standards, evaluation processes, and scoring results of the evaluation of an organization's continuous improvement of after-sales service capabilities. This document is applicable to third-party evaluations of an organization's continuous improvement of after-sales service capabilities. Self-evaluations or other forms of continuous improvement of after-sales service capabilities can be used as a reference. Third parties using this standard must obtain written authorization from the China Society of Productivity, otherwise they will be held accountable for their actions. Main technical content: When conducting an evaluation of an organization's continuous improvement of after-sales service capabilities according to this document, a dedicated evaluation team composed of reviewers must carry out the specific work. Internal evaluations within the organization can be conducted by after-sales service managers with professional qualifications or personnel with equivalent capabilities. The evaluation should be conducted in a planned manner, including surveys of service management, service execution, and customer feedback at different levels to obtain comprehensive evaluation results. During the evaluation, specific requirements applicable to different industries for the evaluation indicators should be identified. Comparative evaluations of the after-sales service levels of different organizations should be conducted within the same industry. When evaluating service execution sites of the same type and function, representative areas should be selected for inspection based on the organization's characteristics and scale. The evaluation should employ methods such as document review and on-site investigation, including reviewing documents and records, interviewing staff, observing the site, and visiting customers, and should follow the guidance of GB/T 19011-2013 "Guidelines for Management System Audits" (curre