某家用電器公司0103顧客滿意度控制程序(編輯修改稿)
2024-07-18 14:15 本頁面
【文章內(nèi)容簡介】 val. 外部顧客的 滿意度 External Customers’ Satisfaction 市場銷售部應(yīng)制定計劃開展外部顧客的滿意調(diào)查，可采取上門走訪、函件確認、電話調(diào)查等方式，具體了解外部顧客的期望與本公司提供的產(chǎn)品和 /或服務(wù)的質(zhì)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 the 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(chǎn)品質(zhì)量和價格 Product Quality amp。 Price a、 合格率； Percent of Pass b、 維修率； Repair Rate c、 質(zhì)量特性指標； Quality Characteristics Indices d、 價格。 Price B、產(chǎn)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 Process a、 按照 QS9000質(zhì)量要求不斷改進、完善公司質(zhì)量體系并通過第三方認證； Develop and improve the pany’s quality system in accordance with QS9000, and obtain the certification of a third party b、 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(wù) Services a、 對顧客反應(yīng)、即時答復、處理； Respond to the customers promptly. b、 對不合格品包退包換；
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