Recently, drafted by Suning Bangke Technology Service *** and reviewed and released by the China Household Appliance Service and Maintenance Association, the group standard for the home appliance service industry - "Household Appliance Service Provider Management Specification" was officially released. The standard provides process standard guidance for the standardized operation of home appliance service providers from six major sections, including service provider operation management, quality management, and safety management, and will play a positive role in guiding the home appliance service industry to carry out standardized operations, provide professional services and carry out platform operations.
Standards are the booster for the healthy development of the industry, and the "Management Specifications for Household Appliance Service Providers" repositions the "operation specifications" of household appliance service providers. Among them, contract management not only establishes the service relationship between the service provider and the user, but also provides protection for the rights and interests of both parties; Operation management will help home appliance service providers move from extensive operation to a new stage of digital management of the whole life cycle of users, and meet the needs of users in all areas at all times; Quality management defines the process level and service standards of home appliance services, so that the service is more certain; Safety management emphasizes that the bottom line of safety should be built in the service process, and always adhere to safety and standard operations.
Quality is the lifeline of home appliance service providers, and the "Household Appliance Service Provider Management Specification" accelerates the improvement and establishment of home appliance after-sales quality system management. In recent years, the demand for home appliance maintenance, repair and service has risen rapidly, and due to information asymmetry and opaque service standards, the phenomenon of "minor illness and major repair", "overcharging" and "indiscriminate charging" in the home appliance maintenance service market has occurred frequently. In response to these service pain points, the newly issued "Household Appliance Service Provider Management Specification" conducts behavioral norms from the dimensions of service specifications, operation specifications, charging specifications, and complaint handling, aiming to provide users with a deterministic service experience and create a reassuring and assured service consumption environment.
As a leading enterprise in home appliance services, Suning Tesco took transparency, standardization and professional services as the foundation of the platform at the beginning of the establishment of Suning Help. By building a digital management platform, Suning has realized the best management of service outlets across the country, real-time control and integration of performance service response efficiency, operation process, and user experience. In the process of performing the service, the user can check the operator information, qualifications, and the integration of the user code through the "electronic work card" to ensure standardized operations after making an appointment for the service; After the door-to-door, the master will provide the service items and charging details, so that the user is not "confused"; After the service is completed, users can also feedback the experience through the platform, and if they are not satisfied with the effect, they can request a second on-site service.
Suning Bangke has a complete service network coverage in the multi-level market, and has accumulated rich experience in the process of serving consumers for a long time. The long-term front-line business practice has laid a solid foundation for the formulation of the first group standard in the home appliance service industry," said the relevant person in charge of Suning.com. With standardized and standardized services, Suning Bangke has obtained the ISO9001 quality management system and five-star certification of commodity after-sales service issued by China Quality Certification Center. It is understood that Suning Bangke currently has nearly 10,000 service outlets, more than 100,000 engineers, and an annual service user scale of more than 50 million, with service capabilities reaching more than 98% of the country.
Aiming at the high-quality development of the home appliance maintenance service industry, Suning Tesco said that in the future, it will work with industry associations, cooperative enterprises and service industry partners to continuously promote the process of industry service standardization, improve the performance service ability and efficiency, and continue to lead the continuous improvement of the home appliance service quality system management.