GB/T 16868-2009 in English

《GB/T 16868-2009商品经营服务质量管理规范》由322（商务部）归口，主管部门为商务部。
本标准规定了商品经营服务质量管理的相关术语和定义,基础设施要求、文件管理要求、质量管理要求、商品管理要求、服务质量控制、从业人员岗位要求。
本标准适用于从事各类商品经营及服务的企业和组织。

Scope

This standard specifies the relevant terms and definitions of commodity management service quality management, infrastructure requirements, document management requirements, quality management requirements, commodity management requirements, service quality control, and employee post requirements. This standard applies to enterprises and organizations engaged in various commodity operations and services.