ISO9001顾客满意度控制程序
Chengdu 成都ISO9001 customer satisfaction control program
1目的
1 Purpose
规定调查、分析、确认顾客满意度客观性和有效性的方法，最大程度地满足顾客的期望和要求，让顾客满意。
Investigation, analysis, confirm the provision of customer satisfaction the objectivity and validity of the method, the greatest extent to meet customer expectations and requirements, customer satisfaction.
2范围
2 range
适用于顾客提供产品、服务满意程度的调查、分析、确认。
For customers with the products, service satisfaction survey, analysis, confirm.
3职责
Responsibility 3
3.1市场部负责顾客满意度的调查、信息收集、数据汇总、分析和提供。
3.1 marketing department responsible for the investigation of customer satisfaction, information collection, data collection, and analysis.
3.2品质部（必需时，会同技术部、生产部），负责组织对顾客满意度的评定/确认，组织制订纠正、改进措施计划、监督实施，并论证。
The 3.2 Department ( must, jointly with the technical department, production department), responsible for the organization of the customer satisfaction evaluation / confirmation, organize corrective, improvement plan, implement, and demonstration.
3.3生产部、技术部分别负责组织解决所管产品顾客不满意方面的技术要求和问题。
3.3 production department, technical department are responsible for the organization to solve tube products customers are not satisfied with the technical requirements and problems.
3.4各部门参加对顾客满意度的评定/确认。实施纠正/改进措施计划。
3.4 departments for customer satisfaction assessment / confirm. The implementation of corrective / improvement plan.
4 术语
4 term
无
No
4工作程序
4 working procedures
4.1让顾客满意的主要因素：
4.1 main factors of customer satisfaction:
4.1.1交货时的产品质量；
The 4.1.1 is delivered product quality;
4.1.2供货信誉（交付能力/交货期）；
4.1.2 supplier reputation ( delivery / shipment );
4.1.3产品性能/价格比值及调价时的灵活性；
4.1.3 product performance / price ratio and price flexibility when;
4.1.4售前服务；
4.1.4 pre-sale service;
4.1.5售后服务及处理问题的反应速度；
4.1.5 after-sales service and deal with the problem of reaction rate;
4.1.6顾客的特殊需求被满足程度。
4.1.6 customer specific needs are satisfied degree.
4.2顾客满意度调查：市场部每半年向顾客发出顾客满意度调查表》一次，商请顾客填写，并及时回收整理。
4.2 customer satisfaction survey: market every year to the customer a customer satisfaction survey" once, to please customers to fill out, and timely recovery of finishing.
4.3顾客满意度统计：市场部负责根据《顾客满意度调查表》及收集到的顾客相关服务、质量信息，一并对顾客的满意程度进行分类、统计和内部核实，汇编成《顾客满意度统计表》。
4.3 customer satisfaction statistics: marketing department according to" customer satisfaction" and collected customer service, quality of information, together with the customer satisfaction degree for classification, statistics and the internal check, compiled into" customer satisfaction" statistical table.
4.4针对顾客满意度统计表中所示的顾客不满意的主要方面，市场部应提出改进/纠正措施意见/建议，经副总经理批示后分发公司最高管理层和各职能部门。根据不同情况，按下列途径改进：
4.4 in customer satisfaction statistics shown in the customer is not satisfied with the main aspects, market should be put forward to improve opinion / suggestion / corrective measures, by the deputy general manager instructions distribution company top management and functional departments. According to the different situation, according to the following ways to improve:
4.4.1品质部负责按《纠正和预防措施控制程序》，组织纠正措施的制订、实施和验证。并将实施效果按时反馈市场部，市场部及时通报给顾客。
According to 4.4.1 quality department is responsible for the" corrective and preventative action control program", organize corrective measures for the formulation, implementation and verification. And the effect on the marketing department, marketing department timely communicated to the customer.
4.4.2市场部会同品质部、技术部、生产部，根据用户的不满意问题或隐含要求，及时进行专题走访，求得沟通并进一步征求顾客意见，不断改善顾客的满意度。
4.4.2 market department and quality department, technical department, production department, according to the user's satisfaction problem or implicit requirements, timely topics to visit, seek communication and further seek the views of customers, improve customer satisfaction.
4.4.3市场部按规定，每季度进行一次用户走访，不断理解顾客的特殊要求，通过改进达到不断满足顾客特殊要求的目的。
4.4.3's marketing department according to the stipulation, quarterly user visits, to understand the special requirements of customers, through the improvement to continuously meet customer special requirements for the purpose of.
4.5市场部根据《顾客满意度统计表》及市场信息，半年总结一次顾客满意的趋势，形成报告（文件）。这种趋势可用下列比较方式来显示。
4.5 marketing department according to the" statistical form of customer satisfaction" and market information, summary of half an year time trends in customer satisfaction, forming a report ( file ). This trend is available the following comparison to display.
4.5.1与竞争对手比；
4.5.1 and competitor ratio;
4.5.2与行业水准比；
4.5.2 and industry standards than;
4.5.3与上一次或前几次顾客满意度调查结果比。
4.5.3 and one or several times before the customer satisfaction survey results than.
4.6将《顾客满意度统计表》、顾客满意趋势总结报告、客观有效的相关支持性资料，一并提交管理评审。评审提出的整改要求，由责任部门制定、实施纠正措施，品质部组织验证。
4.6 the" statistical form of customer satisfaction, customer satisfaction" trend summary report, objective and effective supporting information, submitted to the management review. Review the proposed rectification requirements, by the responsible departments to formulate, implement the corrective measures, the quality department organize the validation.
4.7当顾客以下面任意一种形式通知本公司时，品质部必须在5个工作日内，以书面形式通知本公司的认证机构。
4.7 when the customer to one of the two following form of notice the company, the Department of quality must be within 5 working days, notify in writing the company certification body.
4.8顾客满意度的监控
4.8 customer satisfaction monitoring
每月末市场部统计：
The end of the month the market statistics:
给顾客提供产品的质量；
To provide customers with the quality of the product;
按计划交付的业绩（包括数量、交货期、超额运费）；
Delivery schedule performance (including quantity, delivery time, premium freight);
顾客生产中断，包括外部退货；
Customer disruptions, including field returns;
关于质量或交付问题的顾客通知。
About the quality or delivery problems customer notifications.
5支持性文件
5 supporting documents
5.1 《纠正和预防措施控制程序》
5.1" corrective and preventative action control procedure"

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