T/BJCC 1002-2021 Quality Management General Principles for Commercial Retail Services

Scope

Scope: This standard specifies the relevant terms and definitions of service quality for commercial retail entities, and stipulates the general principles and requirements for service resources, service personnel, service processes, and service results. This standard applies to the service quality management of commercial retail enterprises, and can be used as a reference for improving service quality within the enterprise. It is also applicable to evaluations conducted by third-party institutions. Main technical content: This standard provides requirements for service resource management of commercial retail entities, including environmental creation aspects such as store signage and advertisements, signage layout, public sanitation facilities, product displays, service facilities, environmental facilities, safety and emergency facilities, and convenience and smart facilities. It also includes requirements for the quality management system of commercial retail entities, control and planning for sales service design and development, product management requirements, public health and safety, and emergency prevention and control. It further stipulates management requirements for service personnel quality, training and education, and clear requirements for service process management, including sales services and after-sales services. This standard also defines related requirements for service result management, including service feedback processing, disputes and customer complaints, and service improvement and enhancement management.

Development Information

Related Standards