BS EN 14012-2008 邮政服务.服务质量.投诉处理原则
作者:标准资料网 时间:2024-05-06 00:35:21 浏览:9722
来源:标准资料网
下载地址: 点击此处下载
【英文标准名称】:Postalservices-Qualityofservice-Complaintshandlingprinciples
【原文标准名称】:邮政服务.服务质量.投诉处理原则
【标准号】:BSEN14012-2008
【标准状态】:现行
【国别】:英国
【发布日期】:2010-01-31
【实施或试行日期】:2010-01-31
【发布单位】:英国标准学会(GB-BSI)
【起草单位】:BSI
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;分类;补偿;投诉;消费者满意;定义;信函;邮政;邮寄;质量保证;质量控制;质量要求;服务;时间测量
【英文主题词】:After-salesservices;Classification;Compensation;Complaints;Customersatisfaction;Definitions;Letters(documents);Mail;Postaldelivery;Postalservices;Qualityassurance;Qualitycontrol;Qualityrequirements;Services;Timemeasurement
【摘要】:ThisEuropeanStandardspecifiescomplaintshandlingprinciplesrelatedtodomesticandinternationalpostalservices.Itappliestobothnationalandcrossborderservices.Attentionisgiventohowtohandlecomplaintsinmultipleoperatorsituations.Thestandardalsogivesguidanceforcompensationandredressprocedures.ThisEuropeanStandardmaybeappliedtoalltypesofpostalservicebothUniversalserviceandnonuniversalserviceandbyalltypesofpostalorganizations.Itdefinesvarioustypesofcomplaintsandestablishesamethodologyforhandlingcomplaintsinordertoimprovetheservicegiventopostalusers.Italsogivesguidanceforcomplaintshandlingprocessestobesetupbypostalserviceprovidersinordertoimprovequalityofservice.ThisEuropeanStandardprovidesguidelinesbeyondtherequirementsgiveninISO10002andISO9001inordertoconsiderboththeeffectivenessandefficiencyofacomplainthandlingprocess,andconsequentlythepotentialforimprovementoftheperformanceofanorganization.WhencomparedtoISO9001,theobjectivesofcustomersatisfactionandproductqualityareextendedtoincludethesatisfactionofinterestedpartiesandtheperformanceoftheorganization.ThisEuropeanStandardisapplicabletotheprocessesoftheorganizationandconsequentlythequalitymanagementprinciplesonwhichitisbasedcanbedeployedthroughouttheorganization.ThefocusofthisEuropeanStandardistheachievementofongoingimprovement,measuredthroughthesatisfactionofcustomersandotherinterestedparties.Itshouldbenotedthatthenumberofcomplaintsreceivedmightnotberelatedtothelevelofservicegiven.Alargenumberofcomplaintsmayonthecontraryreflecttheeffectivenessofthepostaloperator'scomplainthandlingprocess.ThisEuropeanStandardconsistsofguidanceandrecommendationsandisneitherintendedforcertification,regulatoryorcontractualuse,norasaguidetotheimplementationofISO9001.InAnnexItherelationshipwiththesecondeditionofthisEuropeanStandardisexplained.
【中国标准分类号】:M80
【国际标准分类号】:03_240
【页数】:50P.;A4
【正文语种】:英语
【原文标准名称】:邮政服务.服务质量.投诉处理原则
【标准号】:BSEN14012-2008
【标准状态】:现行
【国别】:英国
【发布日期】:2010-01-31
【实施或试行日期】:2010-01-31
【发布单位】:英国标准学会(GB-BSI)
【起草单位】:BSI
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;分类;补偿;投诉;消费者满意;定义;信函;邮政;邮寄;质量保证;质量控制;质量要求;服务;时间测量
【英文主题词】:After-salesservices;Classification;Compensation;Complaints;Customersatisfaction;Definitions;Letters(documents);Mail;Postaldelivery;Postalservices;Qualityassurance;Qualitycontrol;Qualityrequirements;Services;Timemeasurement
【摘要】:ThisEuropeanStandardspecifiescomplaintshandlingprinciplesrelatedtodomesticandinternationalpostalservices.Itappliestobothnationalandcrossborderservices.Attentionisgiventohowtohandlecomplaintsinmultipleoperatorsituations.Thestandardalsogivesguidanceforcompensationandredressprocedures.ThisEuropeanStandardmaybeappliedtoalltypesofpostalservicebothUniversalserviceandnonuniversalserviceandbyalltypesofpostalorganizations.Itdefinesvarioustypesofcomplaintsandestablishesamethodologyforhandlingcomplaintsinordertoimprovetheservicegiventopostalusers.Italsogivesguidanceforcomplaintshandlingprocessestobesetupbypostalserviceprovidersinordertoimprovequalityofservice.ThisEuropeanStandardprovidesguidelinesbeyondtherequirementsgiveninISO10002andISO9001inordertoconsiderboththeeffectivenessandefficiencyofacomplainthandlingprocess,andconsequentlythepotentialforimprovementoftheperformanceofanorganization.WhencomparedtoISO9001,theobjectivesofcustomersatisfactionandproductqualityareextendedtoincludethesatisfactionofinterestedpartiesandtheperformanceoftheorganization.ThisEuropeanStandardisapplicabletotheprocessesoftheorganizationandconsequentlythequalitymanagementprinciplesonwhichitisbasedcanbedeployedthroughouttheorganization.ThefocusofthisEuropeanStandardistheachievementofongoingimprovement,measuredthroughthesatisfactionofcustomersandotherinterestedparties.Itshouldbenotedthatthenumberofcomplaintsreceivedmightnotberelatedtothelevelofservicegiven.Alargenumberofcomplaintsmayonthecontraryreflecttheeffectivenessofthepostaloperator'scomplainthandlingprocess.ThisEuropeanStandardconsistsofguidanceandrecommendationsandisneitherintendedforcertification,regulatoryorcontractualuse,norasaguidetotheimplementationofISO9001.InAnnexItherelationshipwiththesecondeditionofthisEuropeanStandardisexplained.
【中国标准分类号】:M80
【国际标准分类号】:03_240
【页数】:50P.;A4
【正文语种】:英语
下载地址: 点击此处下载