ICS号： 中国标准文献分类号 ： 团 体 标 准 发 布 实 施 发 布 ⡟⢋䓝䄲䇻㛋䊣㦶䊻㩰⼄㬱㬱⧂チⰞ⹽㏎㈷⭨エ᷍⭨エ⼦7)  $ 767,& 㪉⡙⹅⧭チ㏎ⴟ㹒⺇ⳗ (TXLSPHQWVXSHUYLVLRQHQJLQHHULQJVHUYLFHVSHFLILFDWLRQ   㩰⼄㬱ネ䂊ネ⥃㦰䐅㾎。 全国团体标准信息平台 I目次 前言...............................................................................................................................II 引  言.............................................................................................................................III 1范围...................................................................................................................................1 2规范性引用文件...............................................................................................................1 3术语和定义.......................................................................................................................1 4服务主体要求...................................................................................................................1 4.1基本要求................................................................................................................2 4.2企业文化................................................................................................................2 4.3发展战略................................................................................................................2 4.4数字化....................................................................................................................2 4.5社会责任................................................................................................................3 5服务能力...........................................................................................................................3 5.1服务提供能力.......................................................................................................3 5.2服务保障能力.......................................................................................................5 6服务提供过程...................................................................................................................6 6.1服务策划................................................................................................................6 6.2服务提供................................................................................................................6 6.3服务绩效................................................................................................................9 7服务控制与改进............................................................................................................10 7.1服务监视和测量.................................................................................................10 7.2持续改进.............................................................................................................10 8服务认证评价.................................................................................................................11 8.1认证测评.............................................................................................................11 8.2适用的服务认证模式.........................................................................................11 8.3服务认证模式选用及其组合.............................................................................11 8.4服务认证结果.....................................................................................................11 附录A（规范性）管理成熟度评价方法....................................................................12 附录B（规范性）设备工程监理服务指标................................................................14 附录C（规范性）服务认证模式................................................................................17T/STIC120054-2022 全国团体标准信息平台 II前言 本文件按照GB/T1.1—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》和DB31/T1048—2020《“上海