ICS

03.080.01

CCS

A16

中華人民共和國國家標準

GB/T16784—2025

代替GB/T16784—2008

工業產品售后服務總則

Generalprinciplesforafter-saleserviceofindustrialproducts

2025-05-30發布2025-09-01實施

國家市場監督管理總局發布

國家標準化管理委員會

GB/T16784—2025

目次

前言

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Ⅲ

1

范圍

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1

2

規范性引用文件

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1

3

術語和定義

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1

4

基本要求

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1

5

服務內容

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2

5.1

物流配送與安裝調試

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2

5.2

技術培訓

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2

5.3

維修保養

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2

5.4

備件及零配件供應

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2

5.5

技術支持

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2

5.6

質量問題及應急處置

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2

5.7

投訴處理

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3

6

服務實施

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3

6.1

售后服務保證與承諾

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3

6.2

服務提供的方式

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3

6.3

服務流程

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3

6.4

服務記錄

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4

7

服務評價與改進

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4

參考文獻

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5

Ⅰ

GB/T16784—2025

前言

本文件按照GB/T1.1—2020《標準化工作導則第1部分：標準化文件的結構和起草規則》的規

定起草。

本文件代替GB/T16784—2008《工業產品售后服務總則》，與GB/T16784—2008相比，除結

構調整和編輯性改動外，主要技術變化如下：

—更改了售后服務術語的表述（見3.1，2008年版的2.1）；

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

務體系建設要求（見4.6、4.7、4.8）；

—增加了售后服務內容“物流配送與安裝調試”的要求（見5.1）；

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

—增加了保障停產產品的備件及零配件供應要求（見5.4.2）；

—增加了對質量問題的應急售后服務要求（見5.6.3）；

—增加了“服務實施”一章，具體包括售后服務保證與承諾、服務提供的方式、服務流程、服務

記錄（見第6章）；

—增加了“服務評價與改進”一章（見第7章）。

本文件由全國服務標準化技術委員會（SAC/TC264）提出并歸口。

本文件起草單位：中國標準化研究院、北京京東數智工業科技有限公司、中國計量大學、重慶市質

量和標準化研究院、浙江省質量科學研究院、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、常州檢驗檢測標準認證研究院、內蒙古金貓炭材料有限公司。

本文件主要起草人：王娜娜、付強、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布情況為：

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

─本次為第二次修訂。

Ⅲ

GB/T16784—2025

工業產品售后服務總則

1范圍

本文件規定了工業產品售后服務基本要求、服務內容、服務實施、服務評價與改進。

本文件適用于工業企業售后服務文件的編制、實施及售后服務活動。

注1：本文件工業產品是指用于生產過程中的工業產品,與消費品相對應。例如儀器儀表、機械設備、勞動防護等。

注2：消費品售后服務見GB/T18760的內容。

2規范性引用文件

下列文件中的內容通過文中的規范性引用而構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售后服務基本術語

GB/T36733服務質量評價通則

3術語和定義

GB/T34432界定的以及下列術語和定義適用于本文件。

3.1

售后服務after?saleservice

產品售出后，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

接受產品的組織或個人。

3.3

供方supplier

提供產品的組織或個人。

注：供方包括品牌方、供應商、電商平臺和代理商等。

4基本要求

4.1供方應制定產品售后服務標準或文件，并隨產品交付，作為售后服務活動的技術依據。售后服務

標準或文件不應低于國家標準、行業標準的要求。

4.2供方應有負責售后服務的組織機構和相應的服務網絡。

4.3