某家用電器公司0103顧客滿意度控制程序-全文預(yù)覽
【正文】 際運(yùn)作是否使顧客滿意。 Price B、產(chǎn)品交付 Product Delivery 按交付及時(shí)性、交付完好率、交付符合性。 The GM Office shall survey the pany 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 department, staffs’ satisfaction toward the leaders, leaders’ satisfaction toward the staffs, satisfaction toward the working environment, satisfaction toward the benefits, etc. 總經(jīng)理辦公室匯總每次調(diào)查結(jié)果，采用多方 論證的方法確認(rèn)其有效性后，并與上一次調(diào)查結(jié)果進(jìn)行對(duì)比分析，找出改進(jìn)有效和改進(jìn)不力的方面，組織責(zé)任部門及主管領(lǐng)導(dǎo)進(jìn)行評(píng)審，提出整改措施，并上報(bào)總經(jīng)理審批后實(shí)施。 The Marketing Department is responsible for investigating the satisfaction of external and end customers, and making statistical analysis and management. 責(zé)任部門負(fù)責(zé)具體實(shí)施與本部門工作相關(guān)的滿意度信息，負(fù)責(zé)執(zhí)行糾正預(yù)防措施并確保顧客滿意。 1 目的 Objective 采用客觀的方法調(diào)查公司員工、內(nèi)部、外部顧客滿意狀況，與競(jìng)爭(zhēng)對(duì)手進(jìn)行比較，掌握本公司目前的運(yùn)作的不足之處，采取有效改進(jìn)措施從而實(shí)現(xiàn)逐步提高顧客的滿意度。 The GM Office is responsible for investigating the satisfaction of pany staffs and internal customers, and making statistics, analysis and management. 市場(chǎng)銷售部負(fù)責(zé)公司外部顧客 的滿意度調(diào)查工作，進(jìn)行統(tǒng)計(jì)分析管理。 The General Manager is responsible for the examination and approval of the actions taken according to the results of satisfaction investigation.
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