Service Certification Procedure of Beijing United Zhiye Certification Co., Ltd.

Service Certification Procedure of Beijing United Zhiye Certification Co., Ltd.

1.  Certification Mode

Service Management Review +  Service Feature Evaluation +  Post-Certification Supervision

2.  Certification Process

Submission of application materials by the applying organization → Application review → Contract signing → Document review → On-site service management audit → Service performance evaluation   →Review and assessment → Approval of certification → Post-certification supervision.

2.1 Application Acceptance

2.1.1 The applying organization shall truthfully complete the “Service Certification Application Form,” which shall include the organization’s basic information, scope of services, applicable certification standards, service locations, and other relevant details, and shall be signed by the head of the applying organization or their authorized representative. Providing false information will compromise the impartiality and validity of the certification, and the applicant shall bear all associated liabilities.

2.1.2 Upon receipt of the application and supporting documentation, United Intelligence will organize a review of the application. If the review is successful, the certification application will be formally accepted, and a Service Certification Contract will be executed with the applying organization. Applications that do not meet the acceptance criteria or require additional materials will be returned, with the reasons for rejection clearly stated. The following are typical circumstances under which an application will not be accepted:

( 1 ) Failure to provide authentic and valid qualification documents or administrative license certificates as required by applicable laws and regulations;

( 2 ) The scheduled review time cannot provide normal on-site services for various reasons;

( 3 ) In recent years, significant quality, safety, or liability incidents related to the service have been exposed, and no valid evidence of corrective actions has been provided;

( 4 ) Service quality issues have been investigated and penalized by the regulatory authorities;

( 5 ) The activities undertaken by the applying organization do not comply with applicable laws and regulations;

( 6 ) Having been ordered by law enforcement and regulatory authorities to suspend operations for rectification, or having been listed on the National Enterprise Credit Information Publicity System’s “List of Seriously Illegal and Dishonest Enterprises”;

( 7 ) The certification body that originally issued the certificate has revoked the certificate, and the organization is unable to demonstrate that the circumstances that led to the suspension or revocation of the certification have been effectively rectified and closed;

( 8 ) The reason for the change of the certification body is unknown;

( 9 ) Other circumstances in which the application shall not be accepted.

2.2 Review Implementation

2.2.1 Review of Plan Development and Preparation

The number of audit man-days shall be determined based on the application information, service characteristics, organizational size, and number of service locations, and an audit team with appropriate professional competence shall be selected and assigned. The audit team typically consists of registered auditors and technical experts.

2.2.2 United Intelligence will review the arrangement, provide advance notice to the applying organization, and obtain its confirmation.

2.2.3 Document Review

The head of the review team shall evaluate the service management system documentation submitted by the applicant organization to verify its conformity with the service certification standards and to prepare for the on-site review.

2.2.4 On-site Audit (Service Management Audit)

2.2.4.1 The on-site audit shall be conducted in accordance with the following procedures: opening meeting, on-site evidence collection, internal review, and closing meeting.

2.2.4.2 The review shall cover, but is not limited to:

( 1 ) The establishment, implementation, and maintenance of the service management system;

( 2 ) Service resource allocation and staff capabilities;

( 3 ) Effectiveness of service process management and process control;

( 4 ) Customer relationship management, complaint handling, and service improvement mechanisms;

( 5 ) Records of the operation of the service management system.

2.2.5 Service Feature Evaluation

2.2.5.1 Conduct service characteristic assessment after the service management review has been approved.

2.2.5.2 The assessment employs various methods, such as customer surveys (e.g., telephone follow-ups), to evaluate customers’ perceptions of key service touchpoints.

2.2.5.3 The assessment plan is developed by the review team, and the sample is selected from the applicant organization’s recent customer service records.

2.2.6 Nonconformity Corrective Action

For nonconformities identified during the audit or assessment, the applicant organization shall, within the prescribed timeframe, analyze the root causes, implement corrective actions, and submit a corrective action report together with supporting evidence to the audit team. The audit team shall verify the effectiveness of the corrective actions.

2.3 Certification Decision and Certificate Issuance

2.3.1 A certification decision shall be made following a comprehensive review based on the service management review report, the service characteristic assessment report, the rectification verification results, and other relevant information.

2.3.2 The service management review score has reached 70 Above and with an average score rate of no less than 70% Only then can certification be granted. The corresponding service star rating can be determined based on the score.

2.3.3 Upon successful certification, United Intelligence Industry issues a service certification certificate to the applicant organization, and the certificate information can be verified on the official website of United Intelligence Industry as well as the National Certification and Accreditation Information Public Service Platform.

2.3.4 The validity period of the certification certificate shall not exceed three years.

3.  Certification Cycle and Supervision

3.1 During the validity period of the certification, at least one surveillance audit shall be conducted each year, with a maximum interval of between audits of 15 months. The scope of supervision includes re-examination of the service management system and evaluation of service characteristics.

3.2 Upon obtaining the certification certificate, if the organization’s legal status, critical service processes, scope of services, or other relevant aspects change, or if an expansion of the certification scope is required, the client shall promptly submit a written application to the company. The company will review the nature of the changes and, where necessary, arrange for supplementary audits to ensure ongoing compliance with the certification requirements.

3.3 Three months prior to the expiration of the certification certificate, the certified organization may submit an application for recertification. Upon successful recertification, a new certificate will be issued.

3.4 United Intelligence may conduct unscheduled surveillance audits in the following circumstances:

( 1 ) Any significant internal or external changes that may affect the operation of the service system (such as major adjustments to the organizational structure or service model);

( 2 ) A major liability accident or complaint related to the service occurs, and it is duly verified to be attributable to organizational responsibility;

( 3 ) Being warned or penalized by the relevant regulatory authorities;

( 4 ) Any other abnormal circumstances that may affect the validity of the service certification.

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