GB/T 19013-2021 in English
VALIDQuality management—Customer satisfaction—Guidelines for dispute resolution external to organizations
- Issued on:2021-08-20
- Implemented on:2021-12-01
- File Format:PDF
- Delivery:Via email within 5 business days
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《GB/T 19013-2021质量管理 顾客满意 组织外部争议解决指南》由TC151（全国质量管理和质量保证标准化技术委员会）归口，主管部门为国家标准化管理委员会。
Introduction
Core Content Analysis
Dispute Resolution Guiding Principles System
The standard establishes 17 guiding principles, including 6 new key principles such as commitment and response:
| Principle Category | 2009 Edition | New in the 2021 Edition |
|---|---|---|
| Basic Principles | Lawfulness, Fairness, Confidentiality | Commitment, Responsiveness, Information Integrity |
| Process Principles | Capability, Timeliness, Transparency | Responsibility and consensus |
| Result principle | Improvement | Customer focus |
Typical application case: An e-commerce platform publicized the dispute resolution process through the transparency principle, which increased the complaint handling time by 40%.
Dispute resolution process optimization
Three-stage operation mechanism
- Pre-stage: Establish a dispute resolution policy and clarify the responsibilities of the top management
- Core stage:
- Complaint transfer and dispute notification
- Organizational response method (coordination/suggestion/ruling)
- Solution implementation and archiving
- Improvement stage: Implement PDCA cycle through management review
Note: For specific flow chart, please refer to Standard Appendix M
International Standard Docking
This standard is equivalent to ISO10003:2018. The main technical changes include:
- Strengthening service-oriented concept
- Add risk and opportunity management requirements
- Expand term definitions (add 3 new terms such as association and feedback)
Implementation suggestions
Four steps for enterprise implementation
| Phase | Key actions | Resource investment |
|---|---|---|
| 1. Diagnostic assessment | Analyze existing complaint data | Quality/customer service department |
| 2. Provider selection | Refer to Appendix J evaluation criteria | Legal/procurement department |
| 3. System Building | Develop dispute resolution procedure documents | Management system team |
| 4. Staff Training | Capacity Building for Dispute Resolvers | HR Training Resources |
Note: Cross-border enterprises should pay special attention to the compliance requirements of the Consent to Participate Principle (see Appendix C)
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