GB/T 24620-2022 in English
VALIDDevelopment of service standards—Recommendations for addressing consumer issues
- Issued on:2022-10-12
- Implemented on:2022-10-12
- File Format:PDF
- Delivery:Via email within 1~3 business days
$262.00
《GB/T 24620-2022服务标准制定导则 考虑消费者需求》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化管理委员会。
Introduction
History of the standard and technological evolution
| Version | New content | Case analysis requirements | Protection of vulnerable groups |
|---|---|---|---|
| 2009 version | Basic consumer demand framework | No specific industry cases | No special emphasis |
| 2022 version | New continuous service protection clauses | Application of 5W1H methodology | Special requirements for elderly/disabled consumers |
Three-dimensional analysis of core consumer principles
Mechanism for ensuring the right of choice
The standard emphasizes the establishment of a service feature comparison matrix and requires the provision of technical parameter description tables for at least three different room types in hotel reservation scenarios to ensure that consumers make decisions based on full information.
Implementation Difficulties and Solutions
| Implementation Phase | Main Challenges | Countermeasures |
|---|---|---|
| Service Environment Design | Construction of Accessible Facilities for All Populations | Application of ISO/IEC Guide71 Supplementary Guidelines |
| Continuous Service Supervision | Life Cycle Consumption Data Tracking | Establishing a Three-Color Early Warning System (Red/Yellow/Green) |
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