【正文】 質(zhì)量管理體系的持續(xù)改進。`第二章：管理職責第五節(jié)：質(zhì)量方針質(zhì)量手冊版本：A頁碼：1 共 1 頁5．質(zhì)量方針5．1 質(zhì)量方針索通公司質(zhì)量方針：遵守國家法律、法規(guī)，為顧客提供方便、快捷、準確的服務(wù)和優(yōu)質(zhì)的商品，并持續(xù)改進，滿足顧客需求。`第一章：介紹第一節(jié)：目錄質(zhì)量手冊版本：A頁碼：1 共 1 頁章節(jié) `````````````題目```````````````````````````````````````````` 版本```一 ``````````````介紹 ````1 ``````````````目錄 ````````````````````````````````````````````A````2 ``````````````質(zhì)量手冊修改記錄```````````````````````````````` A````3 ````````````` 部門簡介 ````````````````````````````````````````A````4 ``````````````質(zhì)量手冊的介紹與控制```````````````````````````` A``二 ```````````````管理職責````5 ``````````````質(zhì)量方針 ````````````````````````````````````````A````6 ``````````````策劃 ````````````````````````````````````````````A````7 ``````````````質(zhì)量管理體系(1)(2)```````````````````````````````A````8 ``````````````職責權(quán)限(1)(2)(3)````````````````````````````````A````9 ``````````````內(nèi)部溝通```````````````````````````````````````` A````10 `````````````文件（記錄）控制(1)(2)```````````````````````````A``三 ```````````````資源管理````11 `````````````人力資源(1)(2)`````````````````````````````````` A````12 `````````````物力資源 ````````````````````````````````````````A``四 ```````````````產(chǎn)品實現(xiàn)````13 `````````````貨物入庫```````````````````````````````````````` A````14 `````````````貨物貯存(1)(2)(3)````````````````````````````````A````15 `````````````貨物出庫 ````````````````````````````````````````A````16 `````````````發(fā)貨管理```````````````````````````````````````` A````17 `````````````供方管理```````````````````````````````````````` A````18 `````````````檢測設(shè)備維護```````````````````````````````````` A````19 `````````````退換貨管理 ``````````````````````````````````````A``五 ```````````````評審與改進````20 `````````````客戶投訴處理```````````````````````````````````` A````21 `````````````客戶滿意度調(diào)查 ``````````````````````````````````A````22````````````` 過程監(jiān)控```````````````````````````````````````` A````23 `````````````內(nèi)部審核(1)(2) ``````````````````````````````````A````24 `````````````管理評審 ````````````````````````````````````````A``六 ```````````````ISO9001：2000年標準與公司質(zhì)量體系對照表(1)(2)(3)`A`第一章：介紹第二節(jié)：質(zhì)量手冊修改記錄質(zhì)量手冊版本：A頁碼：1 共 1 頁2．質(zhì)量手冊修改記錄序號章節(jié)版本修改內(nèi)容審批/日期1所有章節(jié)A發(fā)布并實施該質(zhì)量手冊為索通公司所有，未經(jīng)管理者代表的書面批準，任何人不得將該手冊或其復(fù)印/影印件或軟件等或部分摘錄以任何方式泄露給第三方。 在所有的貨物入庫或重新入庫時，必須根據(jù)檢驗準則進行產(chǎn)品檢驗 為確保所制定的流程和文件能夠符合實際運作情況，明確所需記錄對所有質(zhì)量記錄進行控制和管理。7．3 按照ISO9001：2000年質(zhì)量管理體系標準的要求，北京環(huán)亞運商有限公司必須建立 文件化的質(zhì)量體系。`第二章：管理職責第十節(jié)：文件（記錄）控制質(zhì)量手冊版本：A頁碼：1 共 1頁10．10．1．4 作廢處理防止作廢文件的非預(yù)期使用，若因任何原因而保留作廢文件時，對這些文件應(yīng)該在封面上加蓋紅色“作廢”章10．1．5 表格和外來文件管理表格和外來文件需要建立文件一覽表，經(jīng)理或部門主管批準使用，同時控制文件的質(zhì)量和分發(fā)狀況。11．2．2 轉(zhuǎn)崗培訓(xùn)對于轉(zhuǎn)崗員工，應(yīng)制定新崗位的培訓(xùn)計劃`第第三章：資源管理第十一節(jié)：人力資源管理質(zhì)量手冊版本：A頁碼：2 共 1頁11． 人力資源管理（續(xù)）11．2．4 效果評估培訓(xùn)后，通過當場提問，問卷考試，實施后評估，對被培訓(xùn)人員的調(diào)查等方式進行培訓(xùn)效果的評價，作好記錄。12. 4 資源評審?fù)ㄟ^管理評審，確認現(xiàn)有資源是否足夠，如果發(fā)現(xiàn)不足，應(yīng)通過購買或租賃等方式予以滿足。14．1 貨物的存儲和碼放：14． 貨物經(jīng)驗收入庫以后，要根據(jù)貨物的型號進行碼放，原則上同一種貨物要碼放于同一庫區(qū)，以便對貨物進行集中管理。14．4．2 庫區(qū)嚴禁煙火，進入倉庫一律不準帶火種，如火機、火柴等。財務(wù)人員如果對盤點結(jié)果有疑問，庫房經(jīng)查詢后給予說明。16．2 數(shù)據(jù)統(tǒng)計發(fā)貨后在月運輸統(tǒng)計表上記錄所有貨物承運信息，用來統(tǒng)計運費及進行運輸相關(guān)分析。17． 如果在合作的過程中發(fā)生重大的事故，屬于供方責任，必須馬上終止合作并追究損失。18．5 輔助文件文件編號 ```````````````````````````````````````````````````````題目LOGFAC01 `````````````````````````````````````````````````````檢測設(shè)備的維護`第四章：產(chǎn)品實現(xiàn)第十九節(jié)：退換貨管理質(zhì)量手冊版本：A頁碼：1 共 1頁`19．退換貨管理19．0 退換貨管理為確保物流部門依據(jù)廠商的政策履行對客戶的承諾，向客戶提供良好服務(wù)，同時保證退換貨操作準確及時地進行，物流部制定退換貨程序。 屬于建議，分析是否有價值，填寫客戶建議處理表，制定改進措施并追蹤實施。21．3 調(diào)查分析將調(diào)查結(jié)果進行統(tǒng)計分析，計算各調(diào)查項目下滿意度的分布情況，分析客戶不滿意的主要原因，同時與歷史數(shù)據(jù)對比，觀察發(fā)展趨勢，將分析數(shù)據(jù)寫入調(diào)查分析報告。22．4 監(jiān)控結(jié)果處理對每個目標的結(jié)果，在墻報欄中進行張貼，實現(xiàn)部門內(nèi)部的溝通；內(nèi)容包括當月情況和累計表現(xiàn)；如員工有建議，可通過電子郵件的形式向相關(guān)主管聯(lián)系，將過程監(jiān)控的結(jié)果進行趨勢分析并提交管理評審。23．6 末次會議在末次會議上，說明該部門一些良好措施，發(fā)現(xiàn)的問題，糾正措施與實施時間，無法解決的問題，報請管理者代理。24．5 跟蹤改進根據(jù)改進措施規(guī)定的完成時間進行跟蹤，促使責任人按時完成。