GB/T 16784-2025 in English
VALIDGeneral principles for after-sale service of industrial products
- Issued on:2025-05-30
- Implemented on:2025-09-01
- File Format:PDF
- Delivery:Via email within 1~3 business days
$204.00
| Standard No: | GB/T 16784-2025 |
| Document status: | VALID |
| Title in English: | General principles for after-sale service of industrial products |
| Title in Chinese: | 工业产品售后服务 总则 |
| Language: | English |
| File Format: | Electronic (PDF) |
| Delivery: | Via email within 1~3 business days |
| Issued on: | 2025-05-30 |
| Implemented on: | 2025-09-01 |
| Superseding: |
GB/T 16784-2008 General Principles for After-sale Service of Industrial Products
|
| ICS Classification: | 03.080.01-Services in general |
| Chinese Classification: | A16- |
| Professional Classification: | GB-National Standard |
| Related Keywords: | after-sales service
after-sale service service content evaluation level frequency method instant service evaluation service agreement |
| Related Topics: | After-sales service
after-sales Aftermarket Square After total mix After-sales service testing equipment US after-sales service Testing and after-sales service Agilent after-sales service hotline After-sales service standard plastic parts processing |
《GB/T 16784-2025工业产品售后服务 总则》由TC264（全国服务标准化技术委员会）归口，主管部门为国家标准委。
Introduction
Core changes in the standard revision
| Dimensions | 2008 Edition | 2025 Edition | Upgrade points |
|---|---|---|---|
| Terminology system | Simply define after-sales service | Cite GB/T 34432 terminology standard | Establish a standardized terminology system |
| Archives management | Unspecified retention period | 30-year retention period + electronic requirements | Comply with the requirements of the Archives Law |
| Smart services | No related content | New requirements for smart after-sales system | Adapt to digital transformation |
Key points for implementation of key clauses
5.1 Logistics, distribution, installation and commissioning
The new standard includes logistics and distribution in the service content for the first time, requiring suppliers to:
- Establish an environmental investigation mechanism to ensure that installation conditions meet the standards
- Clearly define the division of responsibilities under batch supply
- Third-party logistics must sign a service agreement
5.4 Special requirements for spare parts supply
Mandatory supply obligations for discontinued products:
Case: A class=instrument>Machine tool manufacturing companies need to reserve 10 years’ worth of key components in advance and mark discontinued products with special identification in the ERP system.
Implementation path of intelligent construction
- Build a product life cycle traceability system
- Deploy AR remote guidance technology
- Establish an after-sales service big data analysis platform
Service evaluation improvement mechanism
Establish a three-level evaluation system in accordance with GB/T 36733:
| Evaluation level | Frequency | Method |
|---|---|---|
| Instant service evaluation | 100% coverage | Scan code evaluation |
| Quarterly special evaluation | ≥1 time/quarter | Mystery shopper detection |
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