ISO9001-2015客戶滿意度調(diào)查程序(中英文)

1、客戶滿意度調(diào)查程序Customer Satisfaction Survey Product（ISO9001：2015）1.0目的 Purpose:規(guī)定一定的途徑，調(diào)查客戶對(duì)本公司產(chǎn)品或服務(wù)滿意度 , 以便本公司及時(shí)獲取用以改進(jìn) 分析的數(shù)據(jù)， 而謀求不斷改進(jìn)。Specify the method to survey the customer satisfaction towards ourproductand service so that we can get the appropriateinformation and make continuous improvement.2.0范圍 Sc

2、ope:適用于本公司客戶滿意度調(diào)查 Apply to customer satisfaction survey initiated by dxc.3.0定義 Definition: N/A4.0職責(zé) Responsibility:4.1總經(jīng)理 General manager ：調(diào)查問(wèn)卷內(nèi)容評(píng)審； To review Survey Questionnaire調(diào)查結(jié)果分析，確定改善行動(dòng)。 Survey result analysis, improving action confirmation4.2項(xiàng)目部 Director Program Director:收集和更新調(diào)查問(wèn)卷 To collect

3、 and update the questionnaire改善行動(dòng)的效果跟進(jìn)。 To follow up the progress of improving actions.4.3項(xiàng)目經(jīng)理 / 項(xiàng)目助理 Program Manager / Program Assistant:發(fā)出調(diào)查問(wèn)卷予客戶， 追進(jìn)反饋問(wèn)卷 To send the questionnaire to the customer, andfollow up the feedback改善行動(dòng)的效果跟進(jìn)。 To follow up the progress of improving actions.UJUJUJtOp.COfT好好學(xué)另

4、天天向上德信誠(chéng)培訓(xùn)網(wǎng)IS09001-2015 內(nèi)審員升級(jí)培訓(xùn)（100 元）IS09001-2015 內(nèi)審員培訓(xùn)（200 元）：http:/4.4項(xiàng)目部客戶滿意度調(diào)查統(tǒng)籌人：the leader of organizing customer satisfactionsurvey組織客戶滿意度調(diào)查 To organize the customer satisfaction survey.調(diào)查結(jié)果統(tǒng)計(jì)并公布 To make the survey result Statistic and send to the concernedpers on.記錄和分發(fā)改善行動(dòng)清單 To record &

5、distribute the impro ving actio n list.4.5各職能部門(mén)經(jīng)理 Each functional dept manager :調(diào)查結(jié)果分析,提出改善行動(dòng) To analysis the survey result and propound the improving actio n組織實(shí)施改善行動(dòng) To implementing the related corrective actions。5.0程序 Procedures:5.1客戶滿意度調(diào)查每季度調(diào)查一次Customer satisfactionsurvey is performed onceper qua

6、rter 。5.2每季度客戶滿意度調(diào)查開(kāi)始時(shí)間由項(xiàng)目部客戶滿意度調(diào)查統(tǒng)籌人決定并通知項(xiàng)目經(jīng) 理和項(xiàng)目助部。結(jié)束時(shí)間則依 Flex 總公司每年確定的時(shí)間。The start time customer satisfact ionsurvey is determ ined by the leader of orga nizing customer satisfaction survey per quarter.The end time follows Flex Co. s.5.3項(xiàng)目經(jīng)理/項(xiàng)目助理根據(jù)客戶每季度的銷(xiāo)售額和與本公司的生意前景來(lái)確定哪些客戶需要進(jìn)行“客戶滿意度調(diào)查，當(dāng)并向巳確定的顧客發(fā)

7、出“客戶滿意度調(diào)查” QF-PA-006問(wèn)卷表，收集顧客對(duì)我公司產(chǎn)品質(zhì)量、技術(shù)、交付、價(jià)格、服務(wù)等方面的 意見(jiàn)，并追回反饋的調(diào)查問(wèn)卷。顧客滿意度調(diào)查表應(yīng)在預(yù)定結(jié)束時(shí)間前追回，并保 證回收率超過(guò) 60%Program Manager / Program Assistant shall determine which customers n eed to be conduct“ customer satisfact ion survey ” based on thequarterly sales and perspective bus in ess with Flex GM site and se

8、nd“Customer Satisfaction Survey Questionnaire” QF-PA-006 to those decidedUJUJUJtOp.COfT好好學(xué)另天天向上德信誠(chéng)培訓(xùn)網(wǎng)IS09001-2015 內(nèi)審員升級(jí)培訓(xùn)（100 元）IS09001-2015 內(nèi)審員培訓(xùn)（200 元）：http:/customer and follow up the feed-back questi onn aire before the due end time,and en sure the feedback rate of customer survey questi onn air

9、e is above 60%.5.4項(xiàng)目經(jīng)理/項(xiàng)目部助理將收回的客戶滿意度調(diào)查表轉(zhuǎn)交項(xiàng)目部客戶滿意度調(diào)查統(tǒng)籌 人進(jìn)行結(jié)果統(tǒng)計(jì)及歸檔，客戶滿意度調(diào)查表保存時(shí)間為 1 年。Program Man ager /Program Assistant forward the feedback customer survey questionnaire to the leader oforganizing customer satisfaction survey to makestatistics and file it. Customer Satisfacti onSurvey Questi onn ai

10、re will be kept by program departme nt.5.5客戶滿意度統(tǒng)計(jì)的范圍不只限于反饋的調(diào)查問(wèn)卷，如客戶有關(guān)本公司的“產(chǎn)品不良 統(tǒng)計(jì)圖或“供貨商評(píng)分表或“供貨商月質(zhì)量評(píng)價(jià)等資料反饋予我們，由QE按客戶抱怨處理FQP-CFR0 負(fù)責(zé)統(tǒng)計(jì)分析和實(shí)施改進(jìn)措施。Customersatisfaction survey is not limited to the feed-back questionnaire,the otheri nformation provided by some customers such as related“ Productnonconformi

11、ng statistical graph ” or “ Supplier performanee ” or “Supplier mon thlyquality evaluati on” shall be made statistics, an alysis andimproveme nt by QE as per FQP-CFR01.5.6項(xiàng)目部客戶滿意度調(diào)查統(tǒng)籌人須于 2 周內(nèi)完成客戶滿意度調(diào)查結(jié)果的統(tǒng)計(jì) QF-PA-010,并將統(tǒng)計(jì)結(jié)果 e-mail 給所有相關(guān)部門(mén)或人員。若客戶某一項(xiàng)滿意度分 數(shù)低于 3 分時(shí)，項(xiàng)目部 Director 必須在一個(gè)月內(nèi)召集所有相關(guān)部門(mén)負(fù)責(zé)人分析調(diào)查 結(jié)果，

12、確定改善活動(dòng)和實(shí)施相應(yīng)的糾正和預(yù)防措施。若有抱怨產(chǎn)品品質(zhì)不良事件， 則項(xiàng)目部 PM/PA 專(zhuān) QE 按客戶抱怨處理FQP-CFR0。vThecustomer satisfaction statistic result QF-PA-010 shall befinishedby of the leader of organizingcustomer satisfact ion survey with in 2 weeks after survey and send to all related departments/pers onn el. If certa in item score is below 3, ProgramDirector must to organize all related personnel to analyze the survey result and confirm theimpro ving acti on and take the corrective and preve ntative actions within one mon th. Ifhave any compla i