顧客滿意度控制程序-文庫吧資料
2024-09-05 20:51本頁面
【正文】 icesa、 對顧客反應、即時答復、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。Price B、產品交付Product Delivery 按交付及時性、交付完好率、交付符合性。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、產品質量和價格Product Quality amp。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。 preventative actions to ensu
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