客戶滿意度調(diào)查程序中英文版本

1、QUALITY SY STEM PROCEDURE 質(zhì)量體系程序Number文件編號：PD-C5-02Department 咅部門:AQP工程咅ESubject文件名稱：Customer Satisfaction Measuri ng Procedure顧客滿意度調(diào)查程序Revision 版本：1.0Effective Date生效日期：2021-1-1Page 1 of 4 作成：Change變更記History 巳錄Revision 版 本Effective Date生效日期Originator編寫人Reasons for Change 修改原因1.0 Purpose 目的The purp

2、ose of this procedure is to en sure that customer satisfacti on is measured systematically and certa in acti ons are take n for future improveme nt.本程序保證針對客戶滿意度有系統(tǒng)地進行監(jiān)測,并采取舉措積極改良2.0 Scope 范圍All customers in put and percepti on on the compa ny, product and service provided. 本程序覆蓋所有對公司、產(chǎn)品以及效勞有所需求的客戶.3

3、.0 Defin itio ns 定義None/ 無4.0 Respo nsibility and authority責(zé)任與權(quán)限4.1 AQP dept.工程部：1) is respon sible to draw up, send and collect of Customer Satisfacti on Survey. 負責(zé)客戶滿意度調(diào)查表的編制,發(fā)出,接收和統(tǒng)計.4.2 Quality dept.質(zhì)量部：1) is resp on sible to statistic and inform related resp on sible departme nt to an alyze and

4、 take acti ons tocorrect and improve those un satisfactory aspects.客戶不滿意問題的整理,并通知相關(guān)責(zé)任部門去分析并采取舉措糾正提升客戶滿意度.2) follow-up and verify the effective ness of actio ns.負責(zé)對舉措的跟蹤和驗證.4.3 Related respo nsible Dept. in questio nn aires.客戶滿意度調(diào)查表中的相關(guān)責(zé)任部門QUALITY SY STEM PROCEDURE 質(zhì)量體系程序Number文件編號：PD-C5-02Department

5、 咅部門:AQP工程咅ESubject文件名稱：Customer Satisfaction Measuri ng Procedure顧客滿意度調(diào)查程序Revision 版本：1.0Effective Date生效日期：2021-1-1Page 2 of 4Questi onn airesIn quiry reponseOn time deliveryCapacity support FlexibilityCustomerserviceQuality complai ntQuality improveme ntTech ni cal customer serviceResp on sible d

6、ept.AQPLogisticAQPAQPQualityQualityAQP5.0 Procedure 程序5.1 Customer Satisfaction Ma nageme nt顧客滿意度治理In formatio n and data related to customer satisfacti on are acquired from quality performa nee data and fromcustomer feedback and compla in ts, to in clude one or more of the followi ng:有關(guān)顧客滿意的信息和數(shù)據(jù)來自

7、于質(zhì)量績效數(shù)據(jù)和顧客抱怨和反應(yīng),包括下面一項或更多項：a) Delivered part quality performa nee交付產(chǎn)品的質(zhì)量績效b) Delivery schedule performa nee交付及時性績效c) Customer compla ints and feedback顧客抱怨和反應(yīng)d) Customer disruptio ns and field retur ns 顧客的中斷和返回e) Customer satisfacti on surveys顧客滿意調(diào)查f) Customer notificatio ns顧客通告g) Awards and recog ni

8、ti ons from customers, associati ons and con sumer groups 顧客,團體和消費群體的表彰和成認h) Bus in ess reports業(yè)務(wù)報告i) Lost bus in ess 失去的業(yè)務(wù)Results of in itial process studies and statistical data from process mon itori ng are compiled and evaluated mon thly by the Quality Departme nt. Con clusi ons are compared to

9、those from precedi ng periods, to ide ntify tren ds.來自于過程監(jiān)控的初期過程水平研究結(jié)果和統(tǒng)計數(shù)據(jù)由質(zhì)量部門每月編輯和評價,比擬以前的那些結(jié)論然后識別趨勢.5.2 External Survey on Customer Satisfactio n(Applied for all customers)顧客滿意度的外部調(diào)查(適用于所有客戶)5.2.1 Ways of Survey on Customer Satisfacti on顧客滿意度的調(diào)查方式(1) Keep in touch with customers and call on the

10、customers regularly保持與顧客溝通,定時拜訪顧客(2) Receiv ing complai nts and confirm customers' opinions after the process ing of complai nts接收投訴并確認投訴處理后顧客的意見(3) Questi onn aire問卷調(diào)查5.2.2 Questio nn aire in Customer Satisfaction Survey顧客滿意度的問卷調(diào)查方式5.2.2.1 Customer satisfacti on Survey can be sent by:客戶滿意度問卷通過以

11、下途徑發(fā)放：a) If possible, every year AQP should arrange visits to customers and fill Customer Satisfacti on Survey with customers together. All results/feedbacks must be recorded.可行時,每年工程部都應(yīng)該組織客戶拜訪并同客戶一起填寫客戶滿意度問卷.所有結(jié)果及反應(yīng) 信息記錄在案.QUALITY SY STEM PROCEDURE 質(zhì)量體系程序Number文件編號：PD-C5-02Department 咅部門:AQP工程咅ESub

12、ject文件名稱：Customer Satisfaction Measuri ng Procedure顧客滿意度調(diào)查程序Revision 版本：1.0Effective Date生效日期：2021-1-1Page 3 of 4b) If we cannot commu ni cate with customer on site, AQP prepares the customer survey/questionnaire and sends it to customer , target once a year. And confirm the reply date with the cust

13、omer.無法現(xiàn)場與客戶進行溝通調(diào)查時,工程部準備客戶調(diào)查表每年發(fā)放給客戶,一年一次.并與客戶聯(lián)系確認回復(fù)日期.522.2 More than 100% of the on service customers should be in quired.所調(diào)查年份內(nèi)有交易的100 %以上的顧客應(yīng)該被調(diào)查到.5.2.2.3 Quality dept. collects the survey/questionnaire and counts the score. Quantified 10 pointssystem is used in the survey.質(zhì)量部收集與整理調(diào)查表,進行分數(shù)統(tǒng)計.調(diào)查

14、采用量化10分制5.2.2.4 Related resp on sible dept. find out correcti on and further improveme nt by the exam in ati on and an alysis of customer survey/questi onn aire, if the score is lower tha n the average level. For corrective acti on, please refer to Corrective and Preventive Procedure .如果單項分數(shù)低于平均水平,責(zé)

15、任單位通過對客戶問卷的調(diào)查和分析,查找需要糾正和改善的 地方.參照糾正和預(yù)防舉措程序的要求采取糾正預(yù)防舉措.5.3客戶滿意情況也可通過如下方面進行內(nèi)部監(jiān)控：5.3.1 Delivered part quality performa nee交付產(chǎn)品的質(zhì)量績效In formati on about the qua ntity of noncon form ing compou nds delivered to customer is acquired from mon thly performa nee reports from customers.Quality dept. is due to

16、follow up the yield rate ofcompou nd before and after delivery, and report it every mon th.有關(guān)交付不合格產(chǎn)品給顧客的信息來自于顧客每月的績效報告里,或者產(chǎn)品交付前后的合格率情況由 質(zhì)量部們跟蹤統(tǒng)計,并每月匯報.5.3.2 Customer disruptio ns and field retur ns顧客中斷和外部退貨In formati on about customer disrupti ons and field retur ns is acquired from mon thly custome

17、r performa nee reports.QA dept. will record the in formatio n such as customer complai nts in compla int logs. 有關(guān)顧客中斷和退貨的信息從每月的顧客績效報告里獲得,質(zhì)量部負責(zé)接收并統(tǒng)計此方面的信息.5.3.3 Delivery schedule performa nee交付及時性績效The on-time delivery performa nee of customer ordered compou nds should be evaluated by Sales &Mark

18、eting dept. The result will be reported to management quarterly. 對客戶訂購產(chǎn)品的按期交付情況由市場 &銷售部進行統(tǒng)計評估,并每季度匯總后向治理層報告.5.3.4 Customer notificati ons顧客通告Customer notifications reported monthly by Quality, with a total number of and a description of the un derly ing causes and their eon seque nces. Quality dept s