某家用電器公司0103顧客滿(mǎn)意度控制程序-文庫(kù)吧資料
2025-06-13 14:15本頁(yè)面
【正文】 s a、 對(duì)顧客反應(yīng)、即時(shí)答復(fù)、處理； Respond to the customers promptly. b、 對(duì)不合格品包退包換； The nonconforming products are guaranteed against return and change. c、 因產(chǎn)品故障造成損失包賠； Compensate the losses due to product failures. d、 質(zhì)量改進(jìn)計(jì)劃實(shí)施及有效性。 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。主要分四個(gè)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(jià)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(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(mén)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。 preventative actions to ensure the customers’ sati
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