GB/T27922 Evaluation system for after-sales service of commodity

Service certification background

According to the Regulations of the People's Republic of China on Certification and Accreditation, certification in China is divided into three categories: "products, services, and management systems". Product certification and management system certification have been carried out for many years and have received widespread participation from various organizations, achieving good results. But for service certification, it is still in a relatively new field overall. In 2006, the Ministry of Commerce of China issued the industry standard for the evaluation system of after-sales service for goods, which was upgraded to a national standard in 2011. After sales service certification is the first nationwide industry wide service certification approved by the state in China, officially launched using the GB/T27922 national standard for product after-sales service evaluation system certification. The final level of certificate obtained by the enterprise shall be awarded the corresponding star certificate based on the final rating result (out of 100 points).

What are the scoring criteria for after-sales service system certification?

The evaluation system for after-sales service of goods (GB/T27922) is a standard of evaluation nature, and the purpose of certification is to evaluate excellence. The result of certification is to prove that the enterprise has implemented after-sales service according to the standards and reached a certain height (star level). It is a certification based on a rating system, which measures the level of service capability based on the evaluation score, reaching 70 points (including 70 points) or above, and achieving a standard level of after-sales service;

Achieve a score of 80 or above, with three-star after-sales service;

Achieve a score of 90 or above, with four-star after-sales service;

Achieve a score of 95 or above and receive five-star after-sales service.

Certification conditions for after-sales service system

Obtain the legal personality or its components registered with the national administration for industry and commerce or relevant institutions. According to the standards and requirements of the certification basis, service activities have been identified, corresponding service process systems have been established, and administrative licensing documents required by relevant laws and regulations have been obtained for at least 3 months of normal operation (when applicable).

Value and Benefits

After sales service certification can serve as a certification qualification for large enterprises and institutions in bidding, government procurement, and other aspects, allowing enterprises to seize the opportunity in competition. Enterprises that have obtained certification for commodity sales services usually have a 2-3 point bonus advantage in bidding and government procurement bidding. Depending on the level of after-sales service awarded to the enterprise, some even have a 5-point bonus advantage.
The bidding project has requirements for the completeness of the after-sales service system of the bidding enterprise. It is applicable to projects with high requirements for whether the after-sales service work system of the bidding enterprise is complete, such as whether there are after-sales service personnel, whether the personnel are sufficient, whether the after-sales service response time (whether the after-sales service is provided in a timely manner), after-sales fund guarantee, material and product preparation, and whether there is an after-sales system guarantee (i.e. a complete set of after-sales service processes).
The certification and evaluation system for after-sales service of goods can help enterprises take after-sales service as an important way to expand the market and improve competitiveness, enhance service functions, improve service networks, improve service quality, and improve service systems. Improve the "three guarantees" system for products, promote the development of after-sales services such as product distribution, installation and debugging, and trade in old for new, improve after-sales service standards: strengthen the construction of professional after-sales service teams, improve the after-sales service certification system and quality monitoring system, and continuously improve user satisfaction.
By establishing, implementing, and evaluating the after-sales service certification system, enterprises can enhance the service awareness and initiative of their personnel, improve the overall service quality level of the enterprise, ultimately enhance customer loyalty and satisfaction, and achieve the improvement of enterprise economic benefits. Enterprises can promote themselves through the obtained after-sales service certification, eliminate customer concerns, and transmit trust through service certification.

Certification scope

Any enterprise that operates legally within the People's Republic of China can apply for and submit after-sales service certification, including enterprises that manufacture and sell tangible goods and enterprises that provide intangible goods (services). A commodity is a product that enters the consumer field. In addition to tangible products, commodities also include intangible services. Both industrial and civilian consumer goods belong to commodities. Tangible goods have external form, internal quality, and promotional elements, such as quality, packaging brand, shape, style, color tone, culture, etc. Intangible goods include labor and technical services, such as financial services, accounting services, marketing planning, creative design, management consulting, legal consulting, program design, etc. Intangible goods generally occur with tangible goods and also with tangible infrastructure, such as aviation services, hotel services, beauty services, etc. So, any production, trade, or service enterprise with independent legal status can apply for and submit after-sales service certification.

Certification case

Huawei Technologies Co., Ltd. has passed TUVHD certification

With the acceleration of globalization, Huawei Technologies Co., Ltd., as a rapidly growing technology-based enterprise, realizes that obtaining internationally recognized certifications is crucial for expanding overseas markets and enhancing competitiveness. In order to meet the requirements of international customers and enhance the competitiveness of products in the global market, Huawei Technologies Co., Ltd. has decided to seek professional certification services.

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Huawei Technologies Co., Ltd. has passed TUVHD certification

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