Service Certification Process, ISO Quality Certification Procedure

What is Service Certification
Service Certification. Our certification falls under one of the three categories: "Management System," "Service," or "Product."
Currently approved service certifications by the National Certification and Accreditation Administration include: Product After-Sales Service Evaluation System Certification, Sports Venue Service Certification, and Automotive Glass Spare Parts Installation Service Certification. Institutions engaged in service certification include Beijing WuZhou TianYu Certification Center, Beijing Hua'an United Certification & Testing Center Co., Ltd., and China Construction Material Inspection and Certification Co., Ltd.

Q: What type of certification does the after-sales service evaluation system involve?
Our certifications are divided into three categories: "Management Systems," "Services," and "Products." Categories such as "3C" and "Organic Food" fall under Product Certification; "ISO9001 Quality Management System" and "ISO14001 Environmental Management System" are Management System Certifications. Another category is Service Certification, which includes the certification of the commodity after-sales service evaluation system. This is a Service Certification that utilizes the "Commodity After-sales Service Evaluation System" standard (SB/T 10401-2006) to audit the company's service system and evaluate the service level.
2. Q: What types of businesses can be certified under the product after-sales service evaluation system certification?
Answer: The standard clearly categorizes, allowing any legally operating domestic production, sales, or service company to apply for certification.
3. Q: How to obtain the certification for the after-sales service product evaluation system?
To obtain the post-sales service evaluation system certification, the company must first establish a post-sales service system in accordance with the "Product Post-sales Service Evaluation System" standard (SB/T10401-2006). Assistance from consulting agencies can be sought if necessary. After the system has been in operation for 3 months, the company should apply for certification with the Beijing WuZhou TianYu Certification Center. Upon receiving the company's documents, the certification center will enter into a certification contract with the company. Based on principles of fairness, reasonableness, and standardization, the center will review and rate the established service system. Upon passing the review, a star certification corresponding to the rating will be issued.
4. Q: What are the benefits of obtaining after-sales service certification for a company?
Answer: (1) Authorized Certification - Companies that have passed certification signify their excellence in after-sales service across the entire industry in China.
(2) Consumer认可, certified companies can display the "After-Sales Service Certification" star symbol on their products and packaging, offering persuasive proof and reassurance for consumers' peace of mind when making purchases.
(3) The company's after-sales service meets the standard, with the after-sales service management of certified enterprises reaching the national Ministry of Commerce "SB/T 10401-2006" standard, enhancing the level and capability of after-sales service management.
(4) Continuously enhance after-sales service, refine the after-sales service system, establish a positive after-sales service reputation, consistently improve the quality of after-sales service, and strengthen the sustainable revenue of the service profit chain.
5. Q: Generally, other certifications require the establishment of corporate system documents. Does the product after-sales service evaluation system certification also require the company to establish an after-sales service system document?
Yes. Section "A.1.3.1" in the Standard Appendix states that the company has a clear after-sales service strategy, which guides the entire after-sales service work.
Section A.1.3.2: The company's after-sales service strategy meets customer needs while keeping the after-sales service costs reasonable.
Section B.1.3.1 and B.1.3.2 require that the company's after-sales service strategy be documented, essentially meaning the company should establish a comprehensive set of files to guide the after-sales service operations.
The review process is about uncovering evidence; it's only feasible after strategies, documents, and a guiding direction are in place to implement the service work. Without the documents, implementation is out of the question.
This comprehensive set includes standardized requirements for quantified service objectives, service commitments, and various rules, regulations, and procedures related to services. Summarized into an integrated system, it constitutes the "System Documentation." It can be referred to as the "Service Manual" or the "After-Sales Service System Documentation" alike.
6. Q: Both "management system certification" and "product after-sales service evaluation system certification" contain the phrase "system certification." What is the difference between the two?
Answer: The product after-sales service evaluation system certification is a service certification, not the same category as management system certification. It uses the SB/T10401-2006 standard, which is an evaluation-oriented standard with the keyword "evaluation system." The purpose of the certification is to assess. The result proves that the company has implemented after-sales service according to the standard and has reached a certain level (star rating).
Management System Certification, with the key term being "Management System," refers to the certification of a "Management System." For instance, the Quality Management System ISO9001 certification verifies that the company has been managed in accordance with the requirements of the ISO9001 standard.
7. Q: All categories of certifications require an audit to prove a company's eligibility for certification. What makes the audit for the product after-sales service evaluation system certification different?
Answer: Review, in the after-sales service evaluation system for products, is referred to as assessment. The certification employs an assessor system, where assessors visit the company's site to inspect and record according to standard requirements, providing evaluations and ratings.
The post-sales service evaluation system certification process involves a review that differentiates between the corporate level and the subordinate execution level. Typically, the evaluation team, in addition to being on-site at the company headquarters, will also disperse to the company's service outlets across various locations for inspections. Therefore, when submitting the application form for the post-sales service evaluation system certification, the company must provide details and lists of its service outlets, and the evaluation will include random inspections of these outlets.
The product after-sales service evaluation system certification requires not only that companies manage according to standards but also that they implement these standards. Assessors must verify if the implementation process can achieve the desired outcomes, and they need to visit the site to gather evidence to prove that the company's services meet a certain level.