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【英文标准名称】:Postalservices-Qualityofservice-Complaintshandlingprinciples;EnglishversionofDINEN14012:2009-04
【原文标准名称】:邮政服务服务质量投诉处理原则
【标准号】:DINEN14012-2009
【标准状态】:现行
【国别】:德国
【发布日期】:2009-04
【实施或试行日期】:
【发布单位】:德国标准化学会(DE-DIN)
【起草单位】:
【标准类型】:()
【标准水平】:()
【中文主题词】:售后服务;分类;补偿;投诉;消费者满意;定义;信函;邮寄;邮政;质量保证;质量控制;质量要求;服务;时间测量
【英文主题词】:After-salesservices;Classification;Compensation;Complaints;Customersatisfaction;Definition;Definitions;Letters(documents);Mail;Postaldelivery;Postalservices;Qualityassurance;Qualitycontrol;Qualityrequirements;Services;Timemeasurement
【摘要】:ThisEuropeanStandardspecifiescomplaintshandlingprinciplesrelatedtodomesticandinternationalpostalservices.Itappliestobothnationalandcrossborderservices.Attentionisgiventohowtohandlecomplaintsinmultipleoperatorsituations.Thestandardalsogivesguidanceforcompensationandredressprocedures.ThisEuropeanStandardmaybeappliedtoalltypesofpostalservicebothUniversalserviceandnon-universalserviceandbyalltypesofpostalorganizations.Itdefinesvarioustypesofcomplaintsandestablishesamethodologyforhandlingcomplaintsinordertoimprovetheservicegiventopostalusers.Italsogivesguidanceforcomplaintshandlingprocessestobesetupbypostalserviceprovidersinordertoimprovequalityofservice.ThisEuropeanStandardprovidesguidelinesbeyondtherequirementsgiveninISO10002andISO9001inordertoconsiderboththeeffectivenessandefficiencyofacomplainthandlingprocess,andconsequentlythepotentialforimprovementoftheperformanceofanorganization.WhencomparedtoISO9001,theobjectivesofcustomersatisfactionandproductqualityareextendedtoincludethesatisfactionofinterestedpartiesandtheperformanceoftheorganization.ThisEuropeanStandardisapplicabletotheprocessesoftheorganizationandconsequentlythequalitymanagementprinciplesonwhichitisbasedcanbedeployedthroughouttheorganization.ThefocusofthisEuropeanStandardistheachievementofongoingimprovement,measuredthroughthesatisfactionofcustomersandotherinterestedparties.Itshouldbenotedthatthenumberofcomplaintsreceivedmightnotberelatedtothelevelofservicegiven.Alargenumberofcomplaintsmayonthecontraryreflecttheeffectivenessofthepostaloperator'scomplainthandlingprocess.ThisEuropeanStandardconsistsofguidanceandrecommendationsandisneitherintendedforcertification,regulatoryorcontractualuse,norasaguidetotheimplementationofISO9001.InAnnexItherelationshipwiththesecondeditionofthisEuropeanStandardisexplained.
【中国标准分类号】:M80
【国际标准分类号】:03_240
【页数】:48P.;A4
【正文语种】:英语