GB/T27922 Commodity After-sales Service SystemDemonstrate the commodity after-sales service system and enhance corporate image

After-sales Service Certification Review Measures

Adopting the auditor review system, enterprises are assessed and scored (total score: 100 points) strictly in accordance with GB/T27922-2011 Evaluation System for Commodity After-sales Service. Enterprises scoring 70 points or above are qualified. One year after qualification (except enterprises with outstanding performance), star rating will be conducted:

1. 3-star after-sales service enterprise: 80 points or above;
2. 4-star after-sales service enterprise: 90 points or above;
3. 5-star after-sales service enterprise: 95 points or above.

After-sales Service Certification Review Procedures

01
Enterprises apply voluntarily or are recommended by industry associations and relevant institutions, and submit the application form and attachments for commodity after-sales service system certification
02
The certification body reviews the application qualification and decides whether to accept the application
03
Appoint auditors to form a review team and conduct on-site certification audit
04
Put forward rectification requirements based on audit findings, conduct comprehensive scoring and form review conclusions
05
Submit to the certification body for final approval
06
Issue the official certification certificate

Certification Applicants

All production, sales and service-oriented enterprises registered in P.R.China, shall meet the following requirements simultaneously:

01
Sound after-sales service rules and regulations
02
Special personnel in charge of the after-sales service system
03
Special funds to guarantee after-sales services
04
No major after-sales service incidents
05
Equipped with professionally trained after-sales service managers and service teams
06
Possess independent legal person qualification

Required Documents for After-sales Service Certification

1. Copy of enterprise business license and annual inspection certificate;

2. Copy of organization code certificate and annual inspection certificate;

3. Valid production / service license or qualification certificate (if required by laws and regulations) and its annual inspection copy;

4. Detailed introduction of applied products or services (classified list, including qualified inspection reports issued by national authorized quality inspection institutions);

5. List of applicable laws, regulations and standards for applied products or services;

6. Company profile (business scope, scale, features, comprehensive strength, industry status in taxation, technology, output, quality and sales at home and abroad);

7. Organization chart (including after-sales service organization structure);

8. List of product sales outlets and after-sales service outlets;

9. Introduction of product sales modes;

10. Construction status of the after-sales service system and service supply modes (directly-operated, fully entrusted or partially entrusted). Explain in detail if certain standard items (such as delivery and installation) are not involved. Also include service facility investment and fund guarantee description.

11. Copies of existing system / product certification certificates and other honor certificates;

12. After-sales service management system documents and document list.