識別和確定顧客的要求和期望

1、1目的識別和確定顧客的要求和期望，通過評審和溝通，加強(qiáng)效勞和信息處理，妥善管理顧客 財(cái)產(chǎn)，監(jiān)視、分析和利用顧客滿意度信息，滿足并爭取超越顧客的要求和期望。1. The purposes:to identify and certify the need and expectation of our customers; to improve our service and the abilityof information processing through evaluation and communication; to probably manage our customer posses

2、sions;to analyze and make full use of satisfaction information feedback of our customers so as to meet their needsand fulfill their expectation.2范圍適用于顧客產(chǎn)品要求的識別、評審，與顧客溝通、顧客財(cái)產(chǎn)管理及顧客滿意度調(diào)查等過 程和活動(dòng)。2. RangeIdentification and evaluation suitable for the customers requirements on our products, the communicat

3、ion withcustomers, the management of their possessions as well as investigation on the customer satisfaction etc.3職責(zé)3.1銷售部負(fù)責(zé)：1顧客/產(chǎn)品要求確實(shí)定，組織合同/訂單評審，確保合同的合法、明確和完整性；2加強(qiáng)與顧客聯(lián)系溝通，及時(shí)處理顧客信息和效勞；3做好顧客財(cái)產(chǎn)管理及顧客滿意度調(diào)查、分析。The responsibility of the sales department1 To certify the customers requirements on our produ

4、cts and to organize the evaluating work on contracts aswell as on purpose order so that the contract be clear, complete and in accordance with the law.3.2采購部負(fù)責(zé)材料采購含外協(xié)的評審。3.3生產(chǎn)部負(fù)責(zé)生產(chǎn)能力及交貨期的評審。3.4其他職能部門負(fù)責(zé)相關(guān)事宜評審。3.5總經(jīng)理負(fù)責(zé)合同批準(zhǔn)和特殊合同的評審審批。3.2 The stock department is in charge of the examination on the purch

5、ase of materials.3.3 The production department design and determine the production capacity and the deliverytime.3.4 other functional departments are in charge of things related.3.5 The general manager is in charge of the approval on contracts and examination and approval2 / 14on some special contra

6、cts.4工作程序4.1產(chǎn)品要求確實(shí)定4.1.1銷售部在開展?fàn)I銷活動(dòng)中，要經(jīng)常了解顧客意向，明確顧客明示的要求包括對產(chǎn) 品交付及交付后活動(dòng)的要求，并識別顧客潛在的要求，履行與產(chǎn)品有關(guān)的義務(wù)， 相關(guān)質(zhì)量法律法規(guī)、相關(guān)產(chǎn)品國家國際和行業(yè)標(biāo)準(zhǔn)的要求。4. Working procedures4.1 To confirm the requirements on our products.4.1.1 The sales department should frequently communicate with the customers in the process of vendition and h

7、avea clear idea of the customers requirementgncluding requirements on the payment and after-sale services. Besides,the sales department should also identify the customers potential demands and perform the related duties inaccordancewith related laws of quality and standards of that particular indust

8、ry, both national and international.4.1.2銷售部根據(jù)本公司現(xiàn)有產(chǎn)品品種規(guī)格及生產(chǎn)能力，作為常規(guī)合同產(chǎn)品的加工范圍。4.1.3對顧客有特殊要求的產(chǎn)品包括對首次發(fā)生業(yè)務(wù)關(guān)系的顧客或老顧客提出新產(chǎn)品加 工要求時(shí)，銷售部應(yīng)在接受合同前，組織相關(guān)部門對產(chǎn)品生產(chǎn)的可行性和加工要 求進(jìn)行分析和確定，就產(chǎn)品要求的有關(guān)問題與顧客進(jìn)行適當(dāng)溝通與確認(rèn)：4.1.2 The sales department takesthe present product specifications and production capacity as a referencefor produ

9、cts in common conducts.4.1.3. As for those products on which the customers put special requirements regardless of the old customersor the new customers, the sales departments should, before the contract signment, organize analyzingand confirming activities on the feasibility of the production as wel

10、l as those special requirements,on which confirmation should be made through communication with the customers.a產(chǎn)品規(guī)格及尺寸、相關(guān)技術(shù)要求、包裝交付等應(yīng)有顧客確認(rèn)的書面記錄或以交樣的 方式進(jìn)行確認(rèn)。b對需進(jìn)行重新設(shè)計(jì)或局部設(shè)計(jì)的產(chǎn)品，請顧客明確產(chǎn)品要求和相關(guān)特性指標(biāo)， 或按顧客提供圖樣或樣品，交研發(fā)部負(fù)責(zé)組織進(jìn)行設(shè)計(jì)、試制，請顧客確認(rèn)，具體可參照設(shè)計(jì)和開發(fā)控制程序執(zhí)行c)顧客以樣品作為訂貨依據(jù)時(shí)，應(yīng)對樣品作出標(biāo)識妥善保存。a) The confirmation on the prod

11、uct specification, related technological requirements, the package andpayment etc should be carried out in customer-confirmedwritten form orb) Ask the customers for specific requirements on the product specification and property if they needredesigned products (totally or partially). Then, after hav

12、ing the customer confirmation, have theresearch department carry out the redesign work and trial-production in accordance with thoserequirements or samples or design provided by them.c) Make special mark on the sample products according to which the customers put purchase order and keepthem in good

13、preservation.4.1.4對顧客再次加工的產(chǎn)品，銷售部與顧客明確加工的型號、數(shù)量、交貨期以及其它相 關(guān)要求。當(dāng)顧客以口頭或要貨時(shí)，應(yīng)形成記錄，需要時(shí)可請顧客進(jìn)行書面確認(rèn)。4.1.5本公司假設(shè)需附加的其他要求(如公司內(nèi)控指標(biāo)，交貨日期提前等)在相關(guān)資料中予 以明確。4.1.4The sales department should confirm with the customers the specification, number, delivery time ofthe products to be reprocessed and etc. The customersral or

14、telephone purchase order should be keptin written. When necessary, ask them for written confirmation on this.4.1.5The company should make it clear in relevant documents if it wants to put other additional requirements,such as the advance of the delivery time, company-controlled target.4.2合同評審4.2.1合同

15、分類：a)常規(guī)合同：指顧客提出的產(chǎn)品規(guī)格、質(zhì)量要求、價(jià)格、交付期等均在本公司常規(guī)生產(chǎn)的可接受能力范圍內(nèi)的合同。b)特殊合同：指顧客有特殊的產(chǎn)品質(zhì)量技術(shù)要求或在數(shù)量、價(jià)格、交付期等方面明顯超過本公司日常加工能力的合同。4.2 The examination and appraisal of the contracts4.2.1 The classification of the contractsa)Common contract: refers to those contracts in which the customer requirements on product3 / 14speci

16、fication, quality, price, delivery time etc are all in the range of the companys normal production capacity.b) Special contract: refers to those contracts in which the customer special requirements on product quality,number, price, delivery time or on production technology are obviously beyond the c

17、ompanys normal productioncapability.4.2.2合同評審應(yīng)在合同簽訂前進(jìn)行，對顧客以口頭形式或要貨時(shí)，銷售部應(yīng)在接受 前進(jìn)行確認(rèn)，并形成書面文件。合同評審應(yīng)確保：a)產(chǎn)品的要求已明確并得到規(guī)定，各項(xiàng)要求合理，雙方協(xié)調(diào)一致；b)合同/訂單中與以前表述不一致的要求已得到解決；c)本公司有能力滿足規(guī)定的要求。4.2.2 Theexamination and appraisal of the contracts should occur before the signment. The sales department shoulddeal with the cust

18、omer soral purchase order only after making confirmation and keep a formal written record. Theexamination and appraisal of contract should ensure that:a) All the requirements on the products are reasonable, certified, and the two parts reach a unanimous agreement.b) Differences or conflicts between

19、the present contracts/ purchase order and that of former are removed.c) All the prescribed requirements are in the compand capacity.4.2.3銷售部負(fù)責(zé)合同評審的實(shí)施：a)對常規(guī)合同，由銷售部業(yè)務(wù)人員根據(jù)顧客要求進(jìn)行評審，進(jìn)行評審和溝通，確定顧客訂 貨要求，編制?生產(chǎn)訂單?及?訂單附件?(附錄C)，即為對合同/訂單的評審認(rèn)可；b)對有特殊要求的合同/訂單，由銷售部組織采購部、生產(chǎn)部及相關(guān)部門(根據(jù)合同的4.2.3 The sales department also

20、 takes the responsibility of carrying out the examination and appraisalof the contracts.a) Salesmen in the sales department should examine the common contract according to thecustomer requirements. Through examination of the contracts and communication with the customers,the sales department should

21、make sure of the customersevery ordering requirement and work out amanufacturing order as well as an appendix(see appendix C), that is the so-called examination of thecontracts.b) As for the special contracts/purchase order, the sales department should organize the stockdepartment, the manufacturing

22、 department and other relevant departments to do the4 / 144.4合同修訂5 / 14examinationworkin accordance with the requirements in the contracts ,after thatit should establisha examinational paper of special contract, in which the result of the examination is made clear.If the requirements are acceptable,

23、 the sales department will make a manufacturing order and anappendix to the purchase order including the sample product or design有關(guān)要求確定進(jìn)行評審，建立?特殊合同評審表?附錄G，明確評審結(jié)論。對能滿 足合同要求的由銷售部編制?生產(chǎn)訂單?及?訂單附件?包括制作樣品或設(shè)計(jì)；4.2.4在合同評審過程中，評審人員對合同中的有關(guān)內(nèi)容和要求有疑問或提出修改建議時(shí)，由 銷售部與顧客聯(lián)絡(luò)，經(jīng)雙方協(xié)商確定后的更改事項(xiàng)，應(yīng)予以記錄。4.2.4 If in the process of

24、 the examination, the workmen happen to have questions about something in the contract,or have propositions to offer, the sales department should contact the clients for negotiations. And thighs tobe changed after the negotiation ought to be recorded.4.3合同的簽訂與確認(rèn)4.3 The signment and confirmation of t

25、he contract4.3.1 If the contracts, after their examinations are able to satisfy the clientsrequirements, then, theycan be signed up, which will come into effect with the approval of the general manager or somebody authorizedby him/her; but if they fail to do so, the clients should be informed of thi

26、s in time so that other ways ofsolution can be sought.4.3.1合同評審后，假設(shè)能滿足顧客要求，那么與顧客簽訂合同，經(jīng)總經(jīng)理或由總經(jīng)理授權(quán) 者批準(zhǔn)后生效。如不能滿足顧客要求時(shí)，應(yīng)及時(shí)通知顧客，另行協(xié)商處理。4.3.2合同簽訂后，?生產(chǎn)訂單?由總經(jīng)理或銷售部經(jīng)理審批簽字，傳遞到生產(chǎn)部、采購部、 質(zhì)檢部、財(cái)務(wù)部、銷售部等部門，并由相關(guān)人員簽收確認(rèn)，作為產(chǎn)品生產(chǎn)控制和交付 的依據(jù)。假設(shè)因特殊原因不能確認(rèn)已承諾的要求，由銷售部負(fù)責(zé)與顧客協(xié)商修訂事宜.4.3.2 After the contract is signed up, the manufac

27、turing order should be first approved and signed up bythe general manger or the sales manager and then passes to be confirmed by relevant people inthe manufacturing department, the sock department, the quality examination department to serve asreference for the control of manufacturing and payment.

28、If for special reasons, some of the promisedrequirements cannot be confirmed, the sales department will be responsible for negotiation with theclient for remedies.4.4.1合同簽定后一般不得對產(chǎn)品內(nèi)容進(jìn)行更改。6 / 144.4.2當(dāng)雙方確需變更產(chǎn)品要求，即需更改合同/訂單時(shí)，應(yīng)重新對合同/訂單要求進(jìn)行評審。 經(jīng)雙方對合同條款的任何修改達(dá)成一致意見，并明確因修改合同而造成的本公司損失由誰承當(dāng)后，以書面形式確認(rèn)。銷售部合同管理員根據(jù)更

29、改內(nèi)容及評審結(jié)論，對原 ?生產(chǎn)訂單?作出修改，形成新的?生產(chǎn)訂單?并標(biāo)注“修改 ，及時(shí)傳遞到各有 關(guān)部門再次簽收確認(rèn)并回收原訂單。4.4 The amendment of the contract4.4.1 Generally speaking, it is not allowed to change the product after the signment of the contracts.4.4.2 When the two parts really need to change the requirements, that is, to change the contract or

30、thepurchase order, a re-examination will be needed on the contract and the purchase order. After thetwo parts reach a unanimous agreement on any amendmentsthat has been made and make it clear whichpart will be responsible for the companys loss because of the amendments, they should confirm itin writ

31、ten form. The sales department, together with administrators, should make changes on the formalmanufacturing order according to the content to be changed as well as the conclusion of theexamination.Based on this, a new manufacturing order with the mark amendment will be worked out,which will be hand

32、ed to all the relevant departments for confirmation again and the formermanufacturing order will be canceled.4.4.3對只作交貨日期變動(dòng)而無其他變更要求的訂單可由合同管理人員將交貨期變更事由 及評審意見。填入“生產(chǎn)訂單執(zhí)行記錄附錄D,并把更改信息傳到達(dá)有關(guān)部門。4.4.4當(dāng)更改的內(nèi)容涉及到產(chǎn)品的質(zhì)量技術(shù)要求的變更時(shí)，生產(chǎn)、技術(shù)設(shè)備、采購部等部 門須確保相關(guān)文件得到同時(shí)修改。4.4.3 As for the purchase order in which there is no othe

33、r requirement than requirement on the deliverytime, the administrators of the contractor can directly put in the manufacturing order executiverecord the reason for the change and appraisal opinion. After that, they should inform relevantdepartments of the changed made.4.4.4 When the changes happen t

34、o be changesof technological requirementson quality, the manufacturingdepartment, the technology and equipment department, the stock department etc should ensure thatrelevant documents be changed at the same time.4.5合同的執(zhí)行4.5.1營銷員自合同評審簽字起，應(yīng)根據(jù)情況，盡可能向顧客索取全部生產(chǎn)所需的產(chǎn)品、包 裝要求，并自行向營銷系統(tǒng)內(nèi)輸入生產(chǎn)訂單的全部所需內(nèi)容。7 / 144.5

35、.2銷售部在合同產(chǎn)品生產(chǎn)即將完成時(shí)，應(yīng)提前通知單證員制單、聯(lián)系貨運(yùn)，并將情況 主動(dòng)通報(bào)顧客。根據(jù)需要，向顧客索取所有制單所需資料。4.5 The implement of the contract4.5.1 After the signment of the contract, the salesmen should ask the client as much as possible for his/herrequirements on the products and the package. In addition, they should input all the informati

36、on thata manufacturing order needs into the sales system.4.5.2At the end of the manufacturing, the sales department should in advance asks thedocumentary clerksto prepare for documents and transportation. The clients should be informed of this information. Askthem for all the materials needed for th

37、e documentation if necessary.4.5.3營銷員應(yīng)在合同產(chǎn)品裝車啟運(yùn)前，與生產(chǎn)部門的責(zé)任人共同檢查即將裝車的產(chǎn)品是 否符合合同要求。一旦出現(xiàn)有與合同及生產(chǎn)訂單不符的情況，應(yīng)立即向有關(guān)負(fù)責(zé)人通報(bào)， 并阻止裝車啟運(yùn)， 等候公司領(lǐng)導(dǎo)人的處理意見。 如果符合合同產(chǎn)品要求， 銷 售部應(yīng)將?發(fā)貨通知單?(附錄H)送達(dá)成品倉庫。4.5.3Before the truck with the contracted products is started, the salesmen and the principals of theproduction department should

38、 make sure together that all the transported products are in accordancewith the requirements in the contract. Anything inconsistent with the present manufacturing order shouldbe reported to therelevant people in charge. And the transportation should be stopped until the leaderscome up with a solutio

39、n.If the transported products are inconsistent with the requirements, the salesdepartment should hand the shipping notice (appendix H) to the product warehouse.4.5.4營銷員在合同產(chǎn)品裝車啟運(yùn)之后，在30天內(nèi)通知公司開出增值稅發(fā)票，將發(fā)票等所需 材料寄給顧客，通知顧客付款，并隨時(shí)注意貨款是否支付，直至貨款到達(dá)本公司帳戶。4.5.4After the truck with the contracted products is start

40、ed, the salesman should ask the company in thirtydays to prepare the value-added tax, and then send the client the materials needed for the invoice andask them for payment. After that, they have to make sure that the payment is put into the account ofthe company.4.5.5單證員自接到營銷員的通知起:a應(yīng)準(zhǔn)備制單資料，同時(shí)根據(jù)單證要求制

41、做所需單證；b應(yīng)與公司倉庫管理員共同檢查合同產(chǎn)品是否已經(jīng)進(jìn)入倉庫，處于待發(fā)狀態(tài)，并檢查 包裝和數(shù)量是否符合合同要求。一旦發(fā)現(xiàn)有不符合合同要求之處，應(yīng)立即通知本公 司該合同的具體責(zé)任人；4.5.5 Afterreceiving the salesmeris notice, the documentation clerk shouldaprepare the materials needed for documentation and make the documentation according to8 / 14relevant requirement.bensure together wit

42、h the stock administrators that all the examined eligible products areput in the stock and ready for delivery and that the package and the number are consistent with therequirements. Or else, they should inform the people responsible for the contract immediately.c應(yīng)根據(jù)合同指定的送達(dá)地點(diǎn)，聯(lián)系相應(yīng)的承運(yùn)公司。保證合同產(chǎn)品在規(guī)定日期內(nèi)送

43、 達(dá)指定地點(diǎn)；d應(yīng)在合同產(chǎn)品裝運(yùn)之后，根據(jù)合同要求，將所需單證遞交銀行或直接寄給顧客。cContact the appropriate Forward according to the prescribed delivery destination and hand the requireddocumentation to the bank or the client directly.4.6與顧客溝通4.6.1公司通過參展、廣告、通訊聯(lián)絡(luò)、走訪等形式，主動(dòng)向顧客介紹本公司新產(chǎn)品和加 工能力，通過走訪老客戶，接觸新客戶及時(shí)了解和掌握市場動(dòng)態(tài)和顧客需求的動(dòng)向。4.6.2銷售部對顧客、電子郵件等方

44、式的問詢包括合同執(zhí)行和修改情況要 及時(shí)予以解答，暫時(shí)不能解答的要詳細(xì)記錄顧客的單位及聯(lián)絡(luò)方式，并會同相關(guān)部門研究后及時(shí)予以答復(fù)。4.6 communicate with the clients4.6.1 The company should take the initiative in introducing to the clients its new products and manufacturingcapacity through advertisements, exhibitions, telephone communication and visits etc. it should

45、 keepin touch with the old clients and try to establish cooperation with new clients so as to have sufficientinformation about the market and changes of the clients demands.4.6.2 The sales department should give a timely response to any inquiry including inquiries on the executionand amendment of th

46、e contract, no matter it is inquiry on phone, through fax or in e-mail. Wheneverthey cannot offer an answer, they should note the companie sname and contact ways. And the answer will be given after a negotiation with the relevant departments.4.6.3銷售部建立顧客檔案信息登記，明確雙方聯(lián)系人，記錄訂貨產(chǎn)品的規(guī)格、數(shù)量以及 合同履行、相關(guān)效勞等情況，隨時(shí)存

47、入計(jì)算機(jī)資料庫，并定期進(jìn)行整理和分析，及 時(shí)了解顧客訂貨意向，提供有關(guān)的新產(chǎn)品信息。6.6.3The sales department should archive all the clients information and clarify such information as aboutlinkmen of the two parts, the specification and the number of the ordered products, the fulfillmentof the contract as well as related service etc. all t

48、he information should be kept in computer and becollated and analyzed regularly to better understand the clients ordering tendency in addition toproviding information about new products.4.6.4顧客信息反應(yīng)和投訴銷售部負(fù)責(zé)跟單和記錄合同執(zhí)行情況，根據(jù)需要反應(yīng)給顧客。a銷售部對顧客向公司反映技術(shù)質(zhì)量、供貨效勞和滿意度的問題應(yīng)認(rèn)真對待，對重要 信息填寫?顧客信息登記表?附錄E,并轉(zhuǎn)達(dá)給有關(guān)部門，由相關(guān)部門分析原因

49、， 及時(shí)采取措施，銷售部負(fù)責(zé)將處理結(jié)果回復(fù)給顧客。4.6.4 Information feedback and complaints of the clientsThe sales department is responsible for the merchandise and the record of the execution of the contract.They should inform the clients of all the information if necessary.a The sales department should take it serious if

50、 the clients have some questions abouttechnological quality, service etc. Important information should be put in the clients informationregistration form and then pass it to responsible department so as that effective measurescan be takenafter analysis. The clients should be informed of the results.

51、b假設(shè)有顧客退回產(chǎn)品，銷售部在接到顧客退貨的要求時(shí)，應(yīng)及時(shí)了解情況，與顧客充 分溝通，協(xié)商達(dá)成一致意見后處理。退回產(chǎn)品由倉庫保管員做好活點(diǎn)登記，質(zhì)檢部 負(fù)責(zé)復(fù)檢和確認(rèn)，對不合格品及時(shí)予以處理，具體按?不合格品控制程序?執(zhí)行。 而后將處理結(jié)果告知銷售部。bWhen a refund is required, the sales department should communicate with the client for solutions uponreceiving the requirement. The refunded products should be made a record

52、 of after being sorted and counted.The quality control office is responsible for the9 / 14re-examination and confirmation. Disposal of unqualified products should be carried out in accordancewith unqualified products controlling procedures and then be reported to the sales department.c對顧客投訴和批量不合格退貨，

53、銷售部應(yīng)會同相關(guān)部門分析原因，采取針對性的糾 正和預(yù)防措施，防止再發(fā)生，具體按?糾正預(yù)防措施控制程序?執(zhí)行。cWhen there are complaints and refunded products from the clients, the sales department should workwith other relevant departments to find the reasons and corrective as well as preventive solutions.The actual practice can be carried out according

54、 to The Controlling Procedures of Corrective andPreventive Measures.4.7顧客財(cái)產(chǎn)控制4.7.1當(dāng)合同要求使用顧客財(cái)產(chǎn)時(shí)，營銷員應(yīng)與顧客簽訂書面協(xié)議或明確相關(guān)的要求：a顧客財(cái)產(chǎn)的質(zhì)量要求，驗(yàn)收標(biāo)準(zhǔn)和方法；b顧客財(cái)產(chǎn)的使用場合及各自承當(dāng)?shù)呢?zé)任與經(jīng)濟(jì)合同有關(guān)的事宜。4.7.1Ifas the contract goes, the clients pbssessionsare to be used in the process, the salesman shouldsign an agreement with the client

55、, or clarify:aThe requirements on the quality of the clients possessions, the check criteria.bWhen and where the possessionscan be used and what responsibilities the two parts should take andthings alike.4.7.2顧客財(cái)產(chǎn)由銷售部負(fù)責(zé)交接聯(lián)系和控制，按合同規(guī)定的要求使用。顧客財(cái)產(chǎn)到貨后，銷售部應(yīng)進(jìn)行識別和確認(rèn)，填寫?顧客財(cái)產(chǎn)登記表? 附錄F,并根據(jù)所提供的財(cái) 產(chǎn)及用途，通知和轉(zhuǎn)交相關(guān)部門：4.

56、7.2The sales department should collect the clients possessionsand use them according tothecontract.After receiving the clients possessions, they should identify them and fill in theregistration form of the clients possessionappendix F, which is to be handed up to relateddepartments according to the

57、use of the possessions.a當(dāng)顧客財(cái)產(chǎn)為產(chǎn)品或原材料時(shí)，應(yīng)通知質(zhì)檢部按?產(chǎn)品監(jiān)視和測量程序?的要求進(jìn) 行檢驗(yàn)或驗(yàn)證，按同類物料管理程序轉(zhuǎn)交相關(guān)部門保管和使用。顧客財(cái)產(chǎn)在貯存和使用期間，應(yīng)單獨(dú)存放，明確標(biāo)識，妥善保管，并按合同規(guī)定的范圍使用。a When the clients possessionshappened to be products or raw materials, the quality control departmentshould examine these possessionsaccording to the examining and measu

58、ring procedures of products andpass them to related departments, which will10 / 14manage and use them according to certain managing procedures of materials of the same category.b當(dāng)顧客財(cái)產(chǎn)為相關(guān)設(shè)備設(shè)施或使用物件如比對樣件時(shí)，控制和使用部門應(yīng) 先確認(rèn)其適用性，加強(qiáng)管理，做好使用期間的維護(hù)和保養(yǎng)工作。bIf the clients possessionshappen to be equipments or else fo

59、r example, sample, themanaging department and department that use them should make sure of their specific use. Also, theyshould do well the maintenance work in the whole process.c當(dāng)顧客財(cái)產(chǎn)為知識產(chǎn)權(quán)如商標(biāo)、專利等時(shí)，應(yīng)進(jìn)行保密控制，未經(jīng)顧客允許， 不得對外提供。cif the clients possessionsare intellectual property rights brand, patent etc,

60、specialattention should be made in the management of these possessions. That is, they cannot be availableto others without the clients permission.d假設(shè)發(fā)現(xiàn)顧客財(cái)產(chǎn)有不合格或發(fā)生喪失、損壞、數(shù)量缺乏以及不適用等情況時(shí)，各相 關(guān)部門應(yīng)及時(shí)向銷售部反映，由銷售部與顧客聯(lián)系，報(bào)告和協(xié)商處理方法，并做好 相關(guān)記錄。在未征得顧客意見前，不得隨意處理。dIf the clients possessions are unqualified or if there