GB/T 16784-2025工業(yè)產(chǎn)品售后服務(wù)總則

ICS

03.080.01

CCS

A16

中華人民共和國國家標(biāo)準(zhǔn)

GB/T16784—2025

代替GB/T16784—2008

工業(yè)產(chǎn)品售后服務(wù)總則

Generalprinciplesforafter-saleserviceofindustrialproducts

2025-05-30發(fā)布2025-09-01實施

國家市場監(jiān)督管理總局發(fā)布

國家標(biāo)準(zhǔn)化管理委員會

GB/T16784—2025

目次

前言

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Ⅲ

1

范圍

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2

規(guī)范性引用文件

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3

術(shù)語和定義

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4

基本要求

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5

服務(wù)內(nèi)容

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2

5.1

物流配送與安裝調(diào)試

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2

5.2

技術(shù)培訓(xùn)

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2

5.3

維修保養(yǎng)

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2

5.4

備件及零配件供應(yīng)

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2

5.5

技術(shù)支持

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2

5.6

質(zhì)量問題及應(yīng)急處置

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5.7

投訴處理

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3

6

服務(wù)實施

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3

6.1

售后服務(wù)保證與承諾

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3

6.2

服務(wù)提供的方式

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6.3

服務(wù)流程

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3

6.4

服務(wù)記錄

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4

7

服務(wù)評價與改進(jìn)

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4

參考文獻(xiàn)

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5

Ⅰ

GB/T16784—2025

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

本文件代替GB/T16784—2008《工業(yè)產(chǎn)品售后服務(wù)總則》，與GB/T16784—2008相比，除結(jié)

構(gòu)調(diào)整和編輯性改動外，主要技術(shù)變化如下：

—更改了售后服務(wù)術(shù)語的表述（見3.1，2008年版的2.1）；

—增加了售后服務(wù)檔案保存期限、電子檔案信息化系統(tǒng)建設(shè)、信息保密管理制度、智慧化售后服

務(wù)體系建設(shè)要求（見4.6、4.7、4.8）；

—增加了售后服務(wù)內(nèi)容“物流配送與安裝調(diào)試”的要求（見5.1）；

—將“供方向顧客提供維修服務(wù)”更改為“維修保養(yǎng)”（見5.3，2008年版的4.3）；

—增加了保障停產(chǎn)產(chǎn)品的備件及零配件供應(yīng)要求（見5.4.2）；

—增加了對質(zhì)量問題的應(yīng)急售后服務(wù)要求（見5.6.3）；

—增加了“服務(wù)實施”一章，具體包括售后服務(wù)保證與承諾、服務(wù)提供的方式、服務(wù)流程、服務(wù)

記錄（見第6章）；

—增加了“服務(wù)評價與改進(jìn)”一章（見第7章）。

本文件由全國服務(wù)標(biāo)準(zhǔn)化技術(shù)委員會（SAC/TC264）提出并歸口。

本文件起草單位：中國標(biāo)準(zhǔn)化研究院、北京京東數(shù)智工業(yè)科技有限公司、中國計量大學(xué)、重慶市質(zhì)

量和標(biāo)準(zhǔn)化研究院、浙江省質(zhì)量科學(xué)研究院、山東華東橡膠材料有限公司、佛山市云米電器科技有限公

司、常州檢驗檢測標(biāo)準(zhǔn)認(rèn)證研究院、內(nèi)蒙古金貓?zhí)坎牧嫌邢薰尽?/p>

本文件主要起草人：王娜娜、付強(qiáng)、陳萌、丁德明、鄭娟爾、侯非、宋志娟、靳宗振、王琦、戴之希、

鄭培、唐岱、王英杰、陳志安、韓飛、蔡露溱、李紫鵬、張雨辰、馬瀟、周浩南、劉新建、刁子朋。

本文件及其所代替文件的歷次版本發(fā)布情況為：

─1997年首次發(fā)布為GB/T16784.1—1997，2008年第一次修訂；

─本次為第二次修訂。

Ⅲ

GB/T16784—2025

工業(yè)產(chǎn)品售后服務(wù)總則

1范圍

本文件規(guī)定了工業(yè)產(chǎn)品售后服務(wù)基本要求、服務(wù)內(nèi)容、服務(wù)實施、服務(wù)評價與改進(jìn)。

本文件適用于工業(yè)企業(yè)售后服務(wù)文件的編制、實施及售后服務(wù)活動。

注1：本文件工業(yè)產(chǎn)品是指用于生產(chǎn)過程中的工業(yè)產(chǎn)品,與消費品相對應(yīng)。例如儀器儀表、機(jī)械設(shè)備、勞動防護(hù)等。

注2：消費品售后服務(wù)見GB/T18760的內(nèi)容。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文

件，僅該日期對應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用

于本文件。

GB/T17242投訴處理指南

GB/T34432售后服務(wù)基本術(shù)語

GB/T36733服務(wù)質(zhì)量評價通則

3術(shù)語和定義

GB/T34432界定的以及下列術(shù)語和定義適用于本文件。

3.1

售后服務(wù)after?saleservice

產(chǎn)品售出后，為滿足顧客（3.2）的需求提供的一系列活動和措施。

[來源：GB/T34432—2017，2.1]

3.2

顧客customer

接受產(chǎn)品的組織或個人。

3.3

供方supplier

提供產(chǎn)品的組織或個人。

注：供方包括品牌方、供應(yīng)商、電商平臺和代理商等。

4基本要求

4.1供方應(yīng)制定產(chǎn)品售后服務(wù)標(biāo)準(zhǔn)或文件，并隨產(chǎn)品交付，作為售后服務(wù)活動的技術(shù)依據(jù)。售后服務(wù)

標(biāo)準(zhǔn)或文件不應(yīng)低于國家標(biāo)準(zhǔn)、行業(yè)標(biāo)準(zhǔn)的要求。

4.2供方應(yīng)有負(fù)責(zé)售后服務(wù)的組織機(jī)構(gòu)和相應(yīng)的服務(wù)網(wǎng)絡(luò)。

4.3