Research on the Customer Satisfaction Service System of certification body

Operating in the environment of market economy and competition, the ideal operation mode for China Quality Certification Center (CQC), as an institution providing certification services, is the "Customer Satisfaction Service System (CSSS)", which takes customer satisfaction (CS) and creating greater values for stakeholders as its core concept; the basic operating process is a "sensed - responding" type trilogy with "listening and measuring - interpreting and learning - improving and innovating"; the basic organization form is a kind of structure based upon team and organizational learning; and the internal operating mechanism is CS-oriented activation, learning, improvement and innovation, as well as the cultural coordination and integration. Fundamental tools and measures boosting the CSSS are the customer satisfaction measurement, analysis and improvement. CSSS has provided a systematic idea mode for the organization transformation and management innovation of certification bodies in the new era.