工业产品售后服务　总则 General principles for after-sale service of industrial products  ICS  03.080.01 CCS  A 16   中华人民共和国国家标准 GB/T 16784—2025 代替 GB/T 16784—2008 2025-05-3 0发布 2025-09-0 1实施     国家市场监督管理总局 国家标准化管理委员会 发 布目　　次 前言   ·····································································································   Ⅲ 1     范围   ··································································································   1 2     规范性引用文件   ······················································································   1 3     术语和定义   ···························································································   1 4     基本要求   ······························································································   1 5     服务内容   ······························································································   2      5.1     物流配送与安装调试   ·············································································   2      5.2     技术培训   ·························································································   2      5.3     维修保养   ·························································································   2      5.4     备件及零配件供应   ···············································································   2      5.5     技术支持   ·························································································   2      5.6     质量问题及应急处置   ·············································································   2      5.7     投诉处理   ·························································································   3 6     服务实施   ······························································································   3      6.1     售后服务保证与承诺   ·············································································   3      6.2     服务提供的方式   ·················································································   3      6.3     服务流程   ·························································································   3      6.4     服务记录   ·························································································   4 7     服务评价与改进   ······················································································   4 参考文献   ··································································································   5 GB/T 16784—2025     Ⅰ 前　　言 本文件按照GB/T 1.1—2020《标准化工作导则　第1部分：标准化文件的结构和起草规则》的规 定起草。 本文件代替GB/T 16784—2008《工业产品售后服务　总则》，与GB/T 16784—2008相比，除结 构调整和编辑性改动外，主要技术变化如下： 更改了售后服务术语的表述（见3.1，2008年版的2.1）； — 增加了售后服务档案保存期限、电子档案信息化系统建设、信息保密管理制度、智慧化售后服 务体系建设要求（见4.6、4.7、4.8）；— 增加了售后服务内容“物流配送与安装调试”的要求（见5.1）； — 将“供方向顾客提供维修服务”更改为“维修保养”（见5.3，2008年版的4.3）； — 增加了保障停产产品的备件及零配件供应要求（见5.4.2）； — 增加了对质量问题的应急售后服务要求（见5.6.3）； — 增加了“服务实施”一章，具体包括售后服务保证与承诺、服务提供的方式、服务流程、服务 记录（见第6章）；— 增加了“服务评价与改进”一章（见第7章）。 — 本文件由全国服务标准化技术委员会（SAC/TC 264）提出并归口。 本文件起草单位：中国标准化研究院、北京京东数智工业科技有限公司、中国计量大学、重庆市质 量和标准化研究院、浙江省质量科学研究院、山东华东橡胶材料有限公司、佛山市云米电器科技有限公 司、常州检验检测标准认证研究院、内蒙古金猫炭材料有限公司。 本文件主要起草人：王娜娜、付强、陈萌、丁德明、郑娟尔、侯非、宋志娟、靳宗振、王琦、戴之希、 郑培、唐岱、王英杰、陈志安、韩飞、蔡露溱、李紫鹏、张雨辰、马潇、周浩南、刘新建、刁子朋。 本文件及其所代替文件的历次版本发布情况为： ─ 1997年首次发布为GB/T 16784.1—1997，2008年第一次修订； ─ 本次为第二次修订。   GB/T 16784—2025     Ⅲ 工业产品售后服务　总则 1　范围   本文件规定了工业产品售后服务基本要求、服务内容、服务实施、服务评价与改进。 本文件适用于工业企业售后服务文件的编制、实施及售后服务活动。 注1：本文件工业产品是指用于生产过程中的工业产品,与消费品相对应。例如仪器仪表、机械设备、劳动防护等。 注2：消费品售后服务见GB/T 18760的内容。 2　规范性引用文件   下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文 件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用 于本文件。 GB/T 17242　投诉处理指南 GB/T 34432　售后服务基本术语 GB/T 36733　服务质量评价通则 3　术语和定义   GB/T 34432界定的以及下列术语和定义适用于本文件。 3.1　 售后服务　after﹘sale service 产品售出后，为满足顾客（3.2）的需求提供的一系列活动和措施。 [来源：GB/T 34432—2017，2.1] 3.2　 顾客　customer 接受产品的组织或个人。 3.3　 供方　supplier 提供产品的组织或个人。 注：供方包括品牌方、供应商、电商平台和代理商等。 4　基本要求   4.1　供方应制定产品售后服务标准或文件，并随产品交付，作为售后服务活动的技术依据。售后服务 标准或文件不应低于国家标准、行业标准的要求。 4.2　供方应有负责售后服务的组织机构和相应的服务网络。 4.3　供方应有实现售后服务保证与承诺的资源、手段和条件，能够提供技术咨询、备件及零配件供应 及维修服务。 4.4　供方应建立产品故障、缺陷情况早期预警系统，必要时实施产品召