2019年食品企業(yè)產(chǎn)品投訴處理控制程序

1、Procedureforhandlingproductcomplaints產(chǎn)品投訴處理程序1負責(zé)成員PersonResponsible職位Position姓名Name辦公室電話Officephone辦公室傳直/、Officefax住宅電話Homqjhone手機Mobile銷售部職員OfficerofL1/67828706782738/銷售部經(jīng)理ManagersofSales.危機秘書Crisisterm1鄧枝松Dengzhisong6788668-3805678273813602596408危機經(jīng)理RCD間萬隆Wenwanlong總經(jīng)理GeneralR/I”毛天賜MattewAA一2標準Cri

2、terion分類Level般投訴Minorcomolaint嚴重投訴Seriouscomolaint說明Description1沒有對健康造成危害Notaffecthealth2單瓶/幾瓶Singlebottle/severalbottles3質(zhì)量投訴索賠額w1000元Claimaboutproductqualitycomplaintw1000Yuan(RMB)1彳艮可能或已對健康造成危害Verylikelytobeeffectedhealthoralreadyeffectedhealth2批量產(chǎn)品Inbatch3質(zhì)量投訴索賠額1000元Claimaboutproductqualitycomp

3、laintlOOOYuan(RMB)4消費者將質(zhì)量問題投訴到政府職能部門或媒體，由政府職能部門或媒體向公司了解情況Consumercomplainttogovernmentormedia,andcausinggovernmentormediaquestion.3處理報告程序ProcedureInformGMandaskfnrnnininn產(chǎn)品停止銷售/回收/召回程序B.1.2.ProductFreeze/Withdrawal/RecallProceduresTheCBUmustdefineaproductfreezeprocedureintendedtoretainproductsinthei

4、nventoryoflogisticalchannelscontrolledbytheCBU.Thissituationistemporarywhileawaitingadecisiononthefutureofthefrozenproducts.公司必須確定一個產(chǎn)品凍結(jié)程序來有意地保持由公司控制的銷售渠道中的產(chǎn)品。這種情況是暫時的，在此期間等待如何在將來處理已凍結(jié)產(chǎn)品的決定。Dependingonthesituation,thepublicauthoritiesortheCBUmaydecidetowithdraworrecallagivenproduct根據(jù)實際情況，公眾權(quán)威人士或公司可能

5、會考慮去回收或召回一個產(chǎn)品InFrance,thecompetentauthorities(DGCCRF)havedefinedtwodistinctproceduresforthewithdrawalandfortherecall.ThisdistinctionalsoexistsinothercountriesandmusthelptheCBUtodefinetheseprocedures(B.l.l).在法國，有能力的權(quán)威人士(DGCCRF已經(jīng)確定了清晰的回收和召回程序。這兩種程序也同樣在其他國家存在并幫助公司確定這些程序。(B.1.(1)ProductWithdrawal產(chǎn)品回收Wit

6、hdrawingaproductfromthemarketmeansstoppingsalesoftheproduct,butnotconsumption.Consumersafetyisnotatrisk.從市場中回收一項產(chǎn)品意味著這項產(chǎn)品銷售的停止而不是銷費的停止。消費者的安全并沒有冒任何風(fēng)險。Theproductiswithdrawnfromdistributionnetworks,warehouses,andstoreshelves.產(chǎn)品將從銷售網(wǎng)絡(luò)，貨棧及貨架上回收。Theproductisgenerallywithdrawnwithoutpublicity(silentwithdr

7、awal).Sometimes,consumersmaybenotifiedoftheoptiontoreturntheconcernedproduct產(chǎn)品將以不公開的方式被回收(無聲回收)。有時，消費者還被通知某項產(chǎn)品被回收Recall召回RecallingaproductmeansstoppingconsumptionoftheproductConsumersafetymaybeatrisk.一項產(chǎn)品被召回就意味著產(chǎn)品銷售量的停止。消費者安全將遇到風(fēng)險。 Theproductiswithdrawnfromdistributionnetworks.產(chǎn)品將從銷售網(wǎng)絡(luò)中回收 Asystemati

8、cconsumernotificationcampaignissimultaneouslylaunchedtoalertthegeneralpublicandpreventfurtherconsumptionoftheproduct.一個系統(tǒng)的消費者通知戰(zhàn)役將展開來警戒大眾并防止產(chǎn)品進一步的消費。公司必須采取的有效措施MeansthatmustbeavailabletotheCBU: TheCBUmustbeabletoidentifytheproductsconcernedbyaqualityincident,usingalistofproductssoldbytheCBUZinventor

9、yreports,andproductshippingreports(includingexports).公司必須依據(jù)產(chǎn)品銷售單，存貨記錄以及及產(chǎn)品運輸報告（包括出口）區(qū)分與安全事件有關(guān)的產(chǎn)品。* TheCBIhasthelogisticalcapacityrequiredtowithdraw/recallproducts,iestorage locations,公司擁theabilitytomobilizeadditionalsalesforces,identifyarrangefordestructiondependingontheproductinquestionzetc.有后勤能力根據(jù)

10、需求來回收/召回產(chǎn)品，也就是，有動員額外的銷售力量，確定倉儲位置，甚至安排銷毀有問題的產(chǎn)品等。* Intheeventaproductisrecalled,theCBUshallrecordthequantitiesproducedandthequantitiesrecalledontheappropriateforms.In-storeauditsshallbeperformedtoverifytheefficiencyofmeasurestaken.在產(chǎn)品被召回的情況下，公司應(yīng)當記錄產(chǎn)品的數(shù)量及以適當形式被召回的數(shù)量。內(nèi)部審計應(yīng)當完成校驗措施執(zhí)行效率的任務(wù)。* Whenprivatelab

11、elsproductsaremanufactored,theconcernedproductspecificationsmustspecifytherespectiveroleoftheCBUandthedistributorintheeventofproductrecall.當生產(chǎn)私人商標產(chǎn)品時，相關(guān)的產(chǎn)品說明書必須詳細說明在產(chǎn)品要召回時，各自公司及分銷商的任務(wù)和角色。Non-compliantproductguidelines不合適產(chǎn)品指導(dǎo)方針Thisdocumentisadecisionmakingguide這份文件是一個作決定的弓IAsSUCHITPROVIDESABASICFRAME

12、WORKSUGGESTINGTOTHECBUPOSSIBLEMEASURESFORDEAUNGWITHNOIMCOMPLIANTPRODUC像這樣，它提供了一個基本框架建議，讓公司采取相應(yīng)措施來處理不合適產(chǎn)品Situation現(xiàn)況Freeze凍結(jié)Withdrawal回收Recall召回1Productdoesnotcomplywithlegislationandpresentsnoriskforconsumers產(chǎn)品與法規(guī)不符，但對消費者無風(fēng)險e.g.noBestBeforedate例：沒有貨架期限X*2Noseriousproductalterations,buttheproductdoes

13、notcomplywithspecifications,withariskofanegativeimpactonsales沒有嚴重的產(chǎn)品質(zhì)量指標改變，但產(chǎn)品與說明書不符，對銷售有負面沖擊的風(fēng)險。e.g.packagingdefectswithriskofbreakageorleakage例：包裝有破損或滲漏的風(fēng)險X3Productalterationsthatdonotimpactconsumerhealthbutthatriskdeterioratingthebrandimage產(chǎn)品改變乂寸消費者健康沒有沖擊但有品牌惡化的風(fēng)險e.g.mushycontainers(yogurt),XXexc

14、essiveproductbreakage（cookies）,mineralsedimentation（mineralwater）例：糊狀（酸奶）,較多破碎（餅干），礦物質(zhì)沉淀（礦泉水）4Productalterationsthatmighttriggermildfoodpoisoningwithrapidconsumerrecovery產(chǎn)品改變有可能引發(fā)輕微的食物中毒但消費者會很快恢復(fù)e.g.contaminationbycommonmold例：一月殳霉困的污染XX5Criticalproductalterationwithhighriskofendangeringconsumerhealt

15、hy嚴重的產(chǎn)品改變，危及消費者健康e.g.preseneeofdangerousforeignbodiestoxiccontamination例：危險外來異物的存在及有毒物質(zhì)的污染XXXB.1.4Procedureforproductfreeze/withdrawal/recall產(chǎn)品扣留/回收/撤銷程序1負責(zé)成員PersonResponsible職位Position姓名Name辦公室電話Officephone辦公尹專直O(jiān)fficefax住宅電話Homephone手機Mobile銷售部職員OfficerofCr1cOnduty2678287026782738/質(zhì)量部經(jīng)理ManagerofQua

16、lity常平洋Changpingyang269415862678273813307121970生產(chǎn)總監(jiān)Production黃毅Huangyi危機經(jīng)理RCD間萬隆Wenwanlore總經(jīng)理GeneralManager毛天賜MattewhA.危機秘書Crisisteamsecretary鄧枝松Denqzhi269415852678273813602596408song銷售總監(jiān)SalasDirprtnr陳瑞榮RAnrlvTan生產(chǎn)部經(jīng)理ManagerofProduction張師凡Zhangshifan周賦Zhoufu財務(wù)總監(jiān)Financialcr+rcllar王澤剛RoyWang2定義Definition定義Definition扣留Freeze禁止出庫Forbiddentorelease回收Withdrawal停止銷售，中止發(fā)貨Stopsalesanddelivery撤銷Recall停