質(zhì)量管理手冊100-101客戶滿意度的監(jiān)視和測量的控制程序

1001目的建立以“客戶為關(guān)注焦點(diǎn)”的公司理念，并利用檢測系統(tǒng)，綜合評估客戶對本公司所提供的監(jiān)理服務(wù)的滿意度，從而改進(jìn)本公司監(jiān)理服務(wù)質(zhì)量，達(dá)到使客戶滿意。2范圍適用于本公司的客戶對本公司的監(jiān)理服務(wù)質(zhì)量和服務(wù)滿意度的調(diào)查。3相關(guān)文件HCCX-7.2.2《與客戶HCCX-8.5.2《糾正措施的控制程序》HCCX-8.5.34職責(zé)4.1技術(shù)質(zhì)量部（對于分部，特指質(zhì)量工程師）負(fù)責(zé)進(jìn)行客戶滿意度調(diào)查、測量和統(tǒng)計(jì)，負(fù)責(zé)監(jiān)理服務(wù)質(zhì)量投訴的處理，最終負(fù)責(zé)對客戶投訴的監(jiān)理服務(wù)質(zhì)量鑒定工作，組織有關(guān)部門對提高滿意度采取有效措施；4.2各部門配合技術(shù)質(zhì)量部提出的整改意見進(jìn)行整改。5工作程序公司對最終客戶實(shí)施滿意度調(diào)查。5.1客戶的滿意度調(diào)查及計(jì)算方法：5.1.1每個監(jiān)理項(xiàng)目竣工時(shí)，責(zé)任監(jiān)理員將“客戶滿意調(diào)查表”發(fā)給客戶征求意見，再將調(diào)查交技術(shù)質(zhì)量部；由技術(shù)質(zhì)量部對調(diào)查的內(nèi)容按以下的加權(quán)數(shù)進(jìn)行“客戶滿意率”分析：1）監(jiān)理服務(wù)的客觀公正性50%；2）監(jiān)理服務(wù)質(zhì)量30%；3）監(jiān)理服務(wù)態(tài)度20%；5.1.2客戶滿意率的計(jì)算：滿意度的規(guī)定：很滿意為100%、滿意90%、較滿意80%、一般70%、不滿意40%。根據(jù)以上規(guī)定，計(jì)算出各季度及全年的客戶滿意率。5.2調(diào)查的對象應(yīng)覆蓋有代表性的客戶，如客戶沒有及時(shí)反饋調(diào)查表，技術(shù)質(zhì)量部應(yīng)及時(shí)用電話訪問，并對電話內(nèi)容進(jìn)行電話記錄，并將記錄結(jié)果進(jìn)行分類、數(shù)據(jù)分析。5.3客戶滿意的改進(jìn)：5.3.1技術(shù)質(zhì)量部對客戶不滿意的項(xiàng)目及滿意率低于70%的進(jìn)行分析，如不屬于本公司的原因，應(yīng)耐心解釋，否則查找1015.3.2在采取一定的糾正和預(yù)防措施后，應(yīng)對客戶的滿意度重新調(diào)查，以驗(yàn)證措施的有效性和確保5.3.3技術(shù)質(zhì)量部在每年對有代表性的客戶進(jìn)行拜訪。577100180309001209557903682285963308257710018030900123865761373997357606965771001803090013594578077579902515512577100180309001238757716498260181805157710018030900121385721311921589183265771001803090012359579036822361076053577100180309001235657613528614379174257710018030900123555750878697046932791708810034335527410122994432583337917088100343355275101866732938832008170881003433561071015811525015005221708810034335610810100018005987173217088100343354295101074194142687017170881003433561841018786608696288021708810034335618510177583117408667417088100343356109101086014373572846170881003433561101011522072160149161708810034335523710102704160570270917088100343355238101229364861425414170881003433561691018622044026357181708810034335492810176065408978880457710018030900120955790368228596330825771001803090012386576137399735760696577100180309001359457807757990251551257710018030900123875771649826018180515771001803090012138572131192158918326577100180309001235957903682236107605357710018030900123565761352861437917425771001803090012355575087869704693279170881003433552741012299443258333791708810034335527510186673293883200817088100343356107101581152501500522170881003433561081010001800598717321708810034335429510107419414268701717088100343356184101878660869628802170881003433561851017758311740866741708810034335610910108601437357284617088100343356110101152207216014916170881003433552371010270