ICS03.120.20 CCSA00 STIC 团 体 标 准 T/STIC120087—2024 钢结构工程服务规范 Servicespecificationforsteelstructures 2024-01-19发布 2024-01-19实施 上海市检验检测认证协会  发布 全国团体标准信息平台 全国团体标准信息平台 T/STIC120087—2024 I目  次 前  言.............................................................................III 引  言..............................................................................IV 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........................................................................2 4.1基本要求........................................................................2 4.2特定要求........................................................................2 4.3企业文化........................................................................3 4.4发展战略........................................................................3 4.5管理体系........................................................................3 5服务提供条件........................................................................4 5.1服务人员........................................................................4 5.1.1人才队伍....................................................................4 5.1.2行为规范....................................................................4 5.1.3培训........................................................................5 5.1.4绩效考核.....................................................................5 5.2服务环境.........................................................................5 5.3服务设施.........................................................................6 5.3.1基本设施.....................................................................6 5.3.2服务管控平台.................................................................6 6服务提供过程.........................................................................6 6.1服务策划.........................................................................6 6.2产品和服务的提供.................................................................6 6.2.1过程控制.....................................................................6 6.2.2沟通协调.....................................................................8 6.2.3合同履约.....................................................................9 6.2.4安全与应急..................................................................10 6.2.5环境保护...................................................................10 7服务绩效...........................................................................11 7.1质量成果.......................................................................11 7.2客户感知.......................................................................11 7.2.1客户满意度.................................................................11 7.2.2服务响应...................................................................11 全国团体标准信息平台 T/STIC120087—2024 II7.3财务绩效.......................................................................11 7.4管理成熟度.....................................................................11 8服务质量控制与改进.................................................................11 8.1绩效评价体系...................................................................11 8.2监测、分析与改进...............................................................12 9服务认证评价.......................................................................12 9.1认证测评.......................................................................12 9.2适用的服务认证模式.............................................................12 9.3服务认证模式选用及其组合.......................................................12 附录A（规范性）管理成熟度评价方法.....................................................13 附录B（规范性）钢结构工程服务指标.....................................................15 参考文献..............................................................................20 全国团体标准信息平台