GB/T 19004.2-1994
Quality management and quality system elements--Part2:Guidelines for services (English Version)

Standard No.

GB/T 19004.2-1994

Language

Chinese, Available in English version

Release Date

1994

Published By

General Administration of Quality Supervision, Inspection and Quarantine of the People‘s Republic of China

Status

Withdraw

Latest

GB/T 19004.2-1994

Scope

This International Standard provides guidance for establishing and implementing a quality system within an organization. It is based on the general principles of internal quality management described in GB/T 19004-ISO 9004, and provides a comprehensive overview specifically for service quality systems. This standard can be applied to the development of service quality systems for new or improved service items. It can also be used directly in the implementation of existing quality of service systems. A quality system encompasses all processes necessary to provide an effective service, from market development to service provision, and includes analysis of services provided by customers. The concepts, principles and quality system elements described in this standard are applicable to all types of services, whether it is a service of a single nature or a complex of dual nature of product manufacturing and product supply. This can be represented on a continuum, from the case of services directly related to the product to services that barely involve the product. Note 1 to entry: The relevant equipment or facilities may also be directly included in the service provided, such as vending machines or automatic teller machines. The concepts and principles of this standard apply to both large and small organizations. While small service organizations will not have and need not have the complex structures that larger businesses require, the same principles apply. The difference is only a difference in size. First, customers refer to the ultimate service recipients outside the organization. Although the customer may often be a member within the organization, especially in larger organizations, here the customer may be a member of the next stage in the current process. This standard refers in principle to external customers, but it can also be used for internal customers in order to fully achieve the required quality. The selection of operational elements and the extent of their application depend on such factors as the market served, the choice of organization, the nature of the service, the process of the service, and the needs of the customer. Appendix A gives examples of service industries that can apply this standard, for reference only. These examples include service activities inherent in product manufacturing industries.

GB/T 19004.2-1994 history

• 1994 GB/T 19004.2-1994 Quality management and quality system elements--Part2:Guidelines for services

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