ICS03.080 A10 团体标准 T/AQB4—2020 安徽省高速公路服务区放心消费服务规范 Servicesspecificationonreassuringconsumptionforexpresswayserviceareain AnhuiProvince 2020-10-13发布 2020-10-15实施 安徽省质量品牌促进会 安徽省消费者权益保护委员会发布 全国团体标准信息平台 全国团体标准信息平台 T/AQB4—2020 I 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总体原则.......................................................................................................................................................2 5基本要求.......................................................................................................................................................2 6组织建设.......................................................................................................................................................2 6.1组织保障...................................................................................................................................................2 6.2制度保障...................................................................................................................................................2 6.3人员要求...................................................................................................................................................2 7设施与环境...................................................................................................................................................3 7.1基础设施环境...........................................................................................................................................3 7.2经营场所...................................................................................................................................................3 7.3文化服务...................................................................................................................................................3 7.4员工服务行为...........................................................................................................................................3 7.5诚信环境...................................................................................................................................................4 8质量与安全管理...........................................................................................................................................4 8.1质量管理...................................................................................................................................................4 8.2安全管理...................................................................................................................................................4 9信息与宣传...................................................................................................................................................4 9.1信息管理...................................................................................................................................................5 9.2标识管理...................................................................................................................................................5 9.3用户信息管理...........................................................................................................................................5 9.4宣传管理...................................................................................................................................................5 10服务改进.................................