GB/T 19012-2019

Active

Quality management—Customer satisfaction—Guidelines for complaints handling in organizations

质量管理 顾客满意 组织投诉处理指南

Standard Type
GBT
ICS
03.120.10
CCS
A00
Status
Active
Issue Date
2019-06-04
Implementation
2020-01-01
Centralized Committee
国家标准委
Issuing Authority
国家市场监督管理总局、中国国家标准化管理委员会

Application Summary AI generated

This standard provides guidelines for designing and implementing an effective complaints-handling process within any organization, regardless of size or industry. It is applied across service and manufacturing sectors to establish a structured framework for receiving, processing, and resolving customer complaints, with the goal of enhancing customer satisfaction and driving continuous improvement. The standard is particularly relevant for quality management systems and customer service operations seeking to align with international best practices.

Related Standards

GB/T 2828.1-2012 Sampling procedures for inspection by attributes — Part 1: Sampling schemes indexed by acceptance quality limit (AQL) for lot-by-lot inspection GB/T 19004-2011 Managing for the sustained success of an organization — Quality management approach GB/T 19011-2013 Guidelines for auditing management systems GB/T 19000-2008/ISO 9000:2005 Quality management systems - Fundamentals and vocabulary GB/T 2828.1-2003 Sampling procedures for inspection by attributes--Part 1: Sampling schemes indexed by acceptance quality limit(AQL) for lot-by-lot inspection GB/T 19022-2003 Measurement management systems--Requirements for measurement processes and measuring equipment GB/T 6379.1-2004 Accuracy(trueness and precision)of measurement methods and results--Part 1:General principles and definitions GB/T 6379.2-2004 Accuracy(trueness and precision)of measurement methods and results--Part 2:Basic method for the determination of repeatability and reproducibility of a standard measurement method
Transparency note: The application summary and key sentences on this page were automatically generated by AI from the standard's original text. This content has not been human-verified and should not be used for compliance or regulatory purposes. Always refer to the official standard document from the issuing authority.