某家用電器公司0103顧客滿意度控制程序(完整版)
【正文】 less than 70 grades, the Marketing Department must anize relevant personnel to make analysis and formulate appropriate corrective and preventative actions. 顧客滿意度調(diào)查表的回收率必須達(dá)到 70%以上，否則，該次調(diào)查結(jié)果視為無(wú)效。 The Marketing Department shall make a conclusion of each survey. In parison with the results of last survey and the petitors, the Marketing Department shall find out the improvements that are effective or less effective, and anize relevant departments and leaders to make an audit and find corrective measures, which will then be submitted to the General Manager for approval. 市場(chǎng)銷售部將每次調(diào)查分析以圖表的結(jié)果方式與公司業(yè)務(wù)計(jì)劃中的目標(biāo)值或同行情況進(jìn)行對(duì)比，了解公司的實(shí)際運(yùn)作是否使顧客滿意。 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。 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
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