GB/T27922 product after-sales service evaluation system

Today, Tenglian consultants talk to you about GB/T27922 product after-sales service evaluation system:

First, the relationship between the establishment and improvement of the after-sales service system:

       After-sales service is a variety of service activities provided after the sale of goods. From the point of view of marketing work, after-sales service itself is also a means of promotion. In the follow-up stage, the sales staff should take various forms of cooperation steps to improve the reputation of the enterprise through after-sales service, expand the market share of the product, and improve the efficiency and effectiveness of the sales work. It is a general term for enterprises to provide various forms of services to customers after purchasing products, and its purpose is to improve customer satisfaction and establish customer loyalty. After-sales service under the modern concept not only includes product delivery, installation and commissioning, maintenance, providing spare parts, business consulting, customer complaint handling, problem product recall system, personnel training, exchange and refund, etc., but also includes relationship marketing to existing customers, disseminating corporate culture. For example, establish customer database, publicize enterprise service concept, strengthen customer contact, survey customer satisfaction, information feedback, etc.

Second, the role and characteristics of the after-sales service system:
1. After-sales service is a sharp tool for enterprises to participate in market competition under buyer's market conditions.
2, after-sales service is the last line of defense to protect consumer rights and interests.
3, after-sales service is an effective measure to maintain customer satisfaction and loyalty.
4, after-sales service is a prescription for enterprises to get rid of the price war.
5, after-sales service is an inevitable requirement for the sustainable development of enterprises.
Therefore, it is the general trend for enterprises to establish independent after-sales service system.

Third, the application of after-sales service system:

1, the after-sales service itself can be productized, can clearly mark the price of communication with customers, the original simple service can be quantified into a product, it can be in the form of media to make it functional and diversified;
2, can consider the diversification of cooperation in the form of entrustment by the sub-station individual independent management.

Four, the basic conditions of after-sales service system:

1, after-sales service needs the company's relevant mechanism to guarantee, planning the corresponding resource investment, should be included in the cost budget;
2. It is necessary to improve the after-sales service ability in stages, formulate the corresponding training mechanism and relevant information, take the company as the lead to assist the improvement of the service level of each branch, so as to improve its comprehensive service ability;
3. Build on the basis of sales strategy and direction equivalence.

Five, the basic points of after-sales service system:

1. Inform: Add the concept of product design and service to the editing process of the product manual, and directly explain to the end customer;
2, online real-time service: establish a complete service website, provide the corresponding terminal remote services, including after-sales service maintenance operation manual (download), frequently asked questions (online);
3. Audio service;
4. On-site service;
5. Response speed and service efficiency.

Six, the establishment of after-sales service system in four stages:

(1) Preparatory stage:
A lot of preparatory work needs to be done in the early stage of the establishment of the after-sales service system, that is, to prepare and guarantee the foundation for the establishment of a good system, including:
1. Product positioning;
2. Cost accounting;
3. Risk assessment;
4. Sales strategy and development direction;
The establishment of after-sales service system must be established in a good operating situation, sales is the basic condition.

(2) Organizational stage:

When the basic conditions are met, we need to prepare for the early operation in the stage of organization and construction of the system:
1. Based on the analysis of market distribution through partial data, roughly draw up the initial target market and prioritize the establishment of after-sales service outlets;
2, detailed assessment of the network construction and product quality of the possible costs and risks, classified into product costs (including labor costs);
3. Formulate network construction mode, cooperation mode and regional agent standard;
4. Detailed analysis and filtering of negotiation methods and related information, compilation of professional language, training of salesmen, and initial business contact;

(3) Operation stage:

1, the establishment of an independent hotline (to provide a full range of product design, technology, after-sales service and other enterprise or product-related professional consultation);
2. Continue to optimize negotiation conditions, reasonably consider and allocate resources to promote cooperation through business contact at the early stage of organization;
3. Summarize and continuously develop regional network to be developed according to the results of initial business contact, and constantly summarize and summarize the contact information, region and scale overview of the developed regional network in the process;
4. Optimize and improve the service quality and working mode of the prototype system, and improve work efficiency (focus on coordinating the rapid response mechanism between the company's after-sales center and outlets);

(4) Business development:

When the after-sales service system is established and mature, the diversified application system with existing resources can be used for business expansion:
1, the development of outlets to become our regional agents, can also develop their own regional agents;
2, the use of "sun umbrella" system network distribution characteristics to develop business cooperation channels, diversified management of a variety of product after-sales service;
3, in the later stage of development, we can use the existing mature network and diversified business cooperation to organize the logistics system by ourselves (in the case of stable sales, mature network and diversified products, the enterprise itself should develop the logistics system in the later stage, which is a necessary process for the enterprise to integrate the industrial chain, optimize costs and expand profit channels). If the logistics system can be established at the beginning of the cooperation with logistics companies, master the initiative of product summary, later set up their own network involved in the logistics industry;
4, after the establishment of mature after-sales service system, we can cooperate with production-oriented enterprises to provide them with high-quality after-sales service guarantee, and at the same time generate profits, we can take the initiative in the summary of logistics products -- ---- to establish a professional after-sales service as the center of service enterprises;
5. In the process of summarizing logistics products, our own sales will involve a large amount of logistics, which will be a huge cost. At the beginning, we can negotiate and cooperate with logistics companies to reduce transportation costs; at the later stage, we can develop our own logistics system, integrate the industrial chain and optimize costs -- ----;
6, the establishment of an independent brand company, entity enterprise set design - development - production - sales - after-sales service as one of the real system modeling enterprises;
7, relying on the excellent after-sales service system ---- to establish a professional diversified product sales company;
 
A successful after-sales service system must be built on the basis of a good corporate culture and the right direction of development. The establishment of the after-sales service system is a very complex system project that requires a lot of manpower and financial resources. If we can establish our own after-sales service system and be recognized by the market, Then this system will not only become the core competitiveness of enterprises, but also the basic link for the diversified development of enterprises.
 

Seven, the inevitable connection between after-sales service and the future development strategy of the enterprise:
   
After-sales service is the core competitiveness of the future development of enterprises, and it can also become the basic conditions for the future development of enterprises. The successful application of after-sales service system to the planning of business expansion plays a very important role in the future development of enterprises.
Because the after-sales service system must be mature in the real sense, it must be established in the case of stable sales, in the case of stable sales, we can choose to use our system to produce more and greater role!

8. The benefits of obtaining the certification of the commodity after-sales service evaluation system:
1, authoritative certification, through the certification of enterprises, to prove its industry-wide service leadership in the country.
2. Important reference and qualification requirements for bidding, government procurement and other activities of large enterprises and institutions.
3, consumer recognition, through the certification of enterprises in the products and packaging can be marked "after-sales service certification" star mark, persuasive and verifiable, for consumers to buy at ease.
4, enterprise service standards, through the certification of enterprise service capabilities to meet the national standards, can strengthen the level of service management and service capabilities.
5, continue to improve the service, improve the service system, establish a good reputation for after-sales service, continue to improve the quality of service, enhance the service profit chain sustainable income.

The "Commodity after-sales service evaluation System"; (GB/T27922-2011) standard is a standard of evaluation nature, and the purpose of certification is to evaluate the excellent. The result of the certification is to prove that the enterprise has implemented the after-sales service according to the standard and has reached a certain height (star). It is the certification of the scoring system, which measures the level of service ability according to the score value of the evaluation, reaching 70 points (including 70 points) or more, and achieving the standard level of after-sales service; More than 80 points (including 80 points), 3-star after-sales service; More than 90 points (including 90 points), four-star after-sales service; Reach 95 points (including 95 points) or above, five-star after-sales service.

Q: The product after-sales service evaluation system certification is based on the score obtained by the enterprise to determine the final star rating, the score is very strict. So are there any points to be scored?
A: There are no additional points, but the number of after-sales service managers has 5 points in the standard total score. GB/T27922-2011 standard 5.1.2.2 puts forward: "10% of the total number of service managers are assigned to after-sales service managers, who are responsible for the management of after-sales service work and the guidance of after-sales service activities." There are two levels of service management personnel, one is in the organization headquarters, in the service related departments, service related links and positions of the person in charge, including grass-roots managers and middle and senior managers, the other is in the subordinate branch, service network management personnel.

Rating:
Standard 6.2.1 When evaluating after-sales service according to this standard, the method of scoring is adopted for each indicator. The full score is 100 points, which is divided into after-sales service system 40 points, commodity service 35 points and customer service 25 points. The scoring is based on the implementation of the evaluation indicators identified in the survey in accordance with this standard.

9, GB/T27922 product after-sales service evaluation system certification process:

(1) The enterprise shall apply to Shenzhen Tenglian Enterprise Management Consulting Co., LTD., and submit the application form and corresponding materials.
(2) The central market Information Department reviews the materials, and signs a certification contract with the enterprise after the application is passed.
(3) The review department shall review the service system documents of the enterprise.
(4) Send reviewers to the enterprise on-site review and score.
(5) After the final review by the evaluation committee, the corresponding star service certification certificate will be issued.

10. Enterprises need certification, and the preparatory steps in the early stage of review:

(1) Train a certain number of after-sales service managers.
(2) Sort out the current service system documents and system documents of the enterprise and compile them into a book (if necessary, consult the consulting unit).
(3) Submit the certification application form.
(4) Sign a contract with the certification center and preliminarily agree on the review time; At the same time, the service manual and system can be further revised.
(5) Prepare the on-site review arrangement (personnel, transportation, office space, etc.), and fully communicate with the review team to determine the review time.

11, the validity period of certification, certification time and supervision and review cycle:
(1) The certificate is valid for 3 years from the date of issuance. On-site supervision and review should be conducted at least once a year within 3 years.
(2) Depending on the preparation and review of the enterprise, generally 1-3 months.
(3) It takes about 9-10 months for supervision and review. There can be 1-2 months in advance, delay.

12. How to verify the number of enterprises declared when applying for certification?

First, the center will conduct a review when the company submits the application form. The number of people needs to reach a reasonable level. For example, there are 300 service outlets in the country on the information submitted by a company, and the number of people reported is only 300, which is obviously unreasonable. The review will be based on the situation of different industries, products and services, a preliminary number of verification. At the time of on-site review, the review team will also check the number of enterprises to see whether the number of people is enough to determine whether to increase the review day, or reduce the scope of certification. Companies should fill in the actual number of people.