顧客滿意度控制程序

1、.1 目的Objective采用客觀的方法調查公司員工、內部、外部顧客滿意狀況，與競爭對手進行比較，掌握本公司目前的運作的不足之處，采取有效改進措施從而實現(xiàn)逐步提高顧客的滿意度。Through investigation of the satisfaction status of company staffs, internal customers and external customers and in comparison with the competitors, the disadvantages in present corporate operation should be fo

2、und out and effective measures should be taken to enhance the customers satisfaction step by step.2 適用范圍Applicable Scope適用于本公司內部、外部和最終顧客。This is applicable to the internal customers, external customers and end users.3 職責Responsibility3.1 總經理辦公室負責公司員工及內部顧客的滿意度調查工作，進行統(tǒng)計分析管理。The GM Office is responsibl

3、e for investigating the satisfaction of company staffs and internal customers, and making statistics, analysis and management.3.2 市場銷售部負責公司外部顧客的滿意度調查工作，進行統(tǒng)計分析管理。The Marketing Department is responsible for investigating the satisfaction of external and end customers, and making statistical analysis a

4、nd management.3.3 責任部門負責具體實施與本部門工作相關的滿意度信息，負責執(zhí)行糾正預防措施并確保顧客滿意。The functional departments are responsible for putting the “satisfaction” information into the practical execution and making corrective & preventative actions to ensure the customers satisfaction 3.4 總經理負責對滿意度調查結果采取措施的審批。The General Manag

5、er is responsible for the examination and approval of the actions taken according to the results of satisfaction investigation.4 工作程序Work Procedures4.1 公司員工的滿意度Company Staffs Satisfaction4.1.1 總經理辦公室分別在每半年一次進行公司員工及內部顧客的滿意度調查，每次調查的覆蓋面應為各部門在冊人員的60%以上，調查所選人員應為隨機抽取，調查采取無記名方式，調查內容應涵蓋：部門之間的滿意度、員工對領導的滿意度、領

6、導對員工的滿意度，工作條件環(huán)境的滿意度，待遇的滿意度等。The GM Office shall survey the company staffs and internal customers every half a year for determining their satisfaction. Over 60% registered staffs in each department shall be anonymously surveyed on sampling basis. The survey shall include: satisfaction between each de

7、partment, staffs satisfaction toward the leaders, leaders satisfaction toward the staffs, satisfaction toward the working environment, satisfaction toward the benefits, etc.4.1.2 總經理辦公室匯總每次調查結果，采用多方論證的方法確認其有效性后，并與上一次調查結果進行對比分析，找出改進有效和改進不力的方面，組織責任部門及主管領導進行評審，提出整改措施，并上報總經理審批后實施。The GM Office shall mak

8、e a conclusion of each survey. After confirmation of its effectiveness through all-sided verification and in comparison with the results of last survey, the GM Office shall find out the improvements that are effective or less effective, and organize relevant departments and leaders to make appraisal

9、s and give corrective measures, which will then be submitted to the General Manager for approval.4.2 外部顧客的滿意度External Customers Satisfaction4.2.1 市場銷售部應制定計劃開展外部顧客的滿意調查，可采取上門走訪、函件確認、電話調查等方式，具體了解外部顧客的期望與本公司提供的產品和/或服務的質量、可用性和一致性的符合性程度。主要分四個方面：The Marketing Department shall establish plans and survey th

10、e external customers for determining their satisfaction through site visit, correspondence, telephone or other ways. The survey is aimed to know the conformance of external customers expectations to the quality, availability and consistency of AICQ products and/or services. A、產品質量和價格Product Quality

11、& Pricea、 合格率；Percent of Pass b、 維修率；Repair Ratec、 質量特性指標；Quality Characteristics Indices d、 價格。Price B、產品交付Product Delivery 按交付及時性、交付完好率、交付符合性。 Deliver products on time, in good conditions and in conformance. C、體系、過程System and Processa、 按照QS9000質量要求不斷改進、完善公司質量體系并通過第三方認證；Develop and improve the comp

12、anys quality system in accordance with QS-9000, and obtain the certification of a third partyb、 接受顧客過程能力審核，達到最佳配套企業(yè)水平。Subject to the process capability audit by the customers, and reach the Best Supplier Level. c. 對與顧客的接口聯(lián)系反映的主動性Initiative to contact the customer interfaces.D、服務Servicesa、 對顧客反應、即時答復

13、、處理；Respond to the customers promptly.b、 對不合格品包退包換；The nonconforming products are guaranteed against return and change.c、 因產品故障造成損失包賠；Compensate the losses due to product failures.d、 質量改進計劃實施及有效性。Implementation and effectiveness of quality improvement plan.e. 對公司產品裝配狀況的調查主動性The initiative to investi

14、gate AICQ product assembly status.4.2.2 市場銷售部匯總調查結果，與上一次調查結果和競爭對手進行對比分析，找出已取得的進步和不足方面，組織責任部門及主管領導進行評審，提出整改措施，上報總經理審批。The Marketing Department shall make a conclusion of each survey. In comparison with the results of last survey and the competitors, the Marketing Department shall find out the improve

15、ments that are effective or less effective, and organize relevant departments and leaders to make an audit and find corrective measures, which will then be submitted to the General Manager for approval.4.3 市場銷售部將每次調查分析以圖表的結果方式與公司業(yè)務計劃中的目標值或同行情況進行對比，了解公司的實際運作是否使顧客滿意。The Marketing Department shall comp

16、are and analyze the results of each investigation with the objectives as defined in company business plans or the status of competitors in the form of graphic figures, so as to know if AICQs actual operation can let the customers be satisfied.4.4 市場銷售部負責管理保存相關的資料記錄。The Marketing Department is respon

17、sible for the retention and management of relevant documents and records.5 顧客滿意度調查情況判定依據(jù)Basis of Judging Customers Satisfaction5.1 對顧客滿意度分為四個等級： 滿意91100、較滿意8190、一般7080、差70分以下The customers satisfaction is rated at four levels:Satisfactory: 91 100 grades; Comparatively satisfactory: 81 90 grades; Neut

18、ral: 70 80 grades; Poor: less than 70 grades5.2 顧客滿意度的平均得分不得低于70分，如果低于70分，市場銷售部必須組織人員進行分析，并制定相應的糾正/預防措施。The customers satisfaction shall not be less than 70 grades averagely. In case it is less than 70 grades, the Marketing Department must organize relevant personnel to make analysis and formulate appropriate corrective and preventative actions.5.3 顧客滿意度調查表的回收率必須達到70%以上，否則，該次調查結果視為無效。The questionnaire of customers satisfaction must be collected back at a rate over 70%. Otherwise, this survey will be deemed invalid.6 相關文件Related Documents6.1 AICQ/QP190100 服務控制程序 AICQ/QP190100 “Service Contro