顾客满意度控制程序.doc

1 目的Objective采用客观的方法调查公司员工、内部、外部顾客满意状况，与竞争对手进行比较，掌握本公司目前的运作的不足之处，采取有效改进措施从而实现逐步提高顾客的满意度。Through investigation of the satisfaction status of company staffs, internal customers and external customers and in comparison with the competitors, the disadvantages in present corporate operation should be found out and effective measures should be taken to enhance the customers satisfaction step by step.2 适用范围Applicable Scope适用于本公司内部、外部和最终顾客。This is applicable to the internal customers, external customers and end users.3 职责Responsibility3.1 总经理办公室负责公司员工及内部顾客的满意度调查工作，进行统计分析管理。The GM Office is responsible for investigating the satisfaction of company staffs and internal customers, and making statistics, analysis and management.3.2 市场销售部负责公司外部顾客的满意度调查工作，进行统计分析管理。The Marketing Department is responsible for investigating the satisfaction of external and end customers, and making statistical analysis and management.3.3 责任部门负责具体实施与本部门工作相关的满意度信息，负责执行纠正预防措施并确保顾客满意。The functional departments are responsible for putting the “satisfaction” information into the practical execution and making corrective & preventative actions to ensure the customers satisfaction 3.4 总经理负责对满意度调查结果采取措施的审批。The General Manager is responsible for the examination and approval of the actions taken according to the results of satisfaction investigation.4 工作程序Work Procedures4.1 公司员工的满意度Company Staffs Satisfaction4.1.1 总经理办公室分别在每半年一次进行公司员工及内部顾客的满意度调查，每次调查的覆盖面应为各部门在册人员的60%以上，调查所选人员应为随机抽取，调查采取无记名方式，调查内容应涵盖：部门之间的满意度、员工对领导的满意度、领导对员工的满意度，工作条件环境的满意度，待遇的满意度等。The GM Office shall survey the company 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.4.1.2 总经理办公室汇总每次调查结果，采用多方论证的方法确认其有效性后，并与上一次调查结果进行对比分析，找出改进有效和改进不力的方面，组织责任部门及主管领导进行评审，提出整改措施，并上报总经理审批后实施。The GM Office shall make a conclusion of each survey. After confirmation of its effectiveness through all-sided verification and in comparison with the results of last survey, the GM Office shall find out the improvements that are effective or less effective, and organize relevant departments and leaders to make appraisals and give corrective measures, which will then be submitted to the General Manager for approval.4.2 外部顾客的满意度External Customers Satisfaction4.2.1 市场销售部应制定计划开展外部顾客的满意调查，可采取上门走访、函件确认、电话调查等方式，具体了解外部顾客的期望与本公司提供的产品和/或服务的质量、可用性和一致性的符合性程度。主要分四个方面：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、产品质量和价格Product Quality & Pricea、 合格率；Percent of Pass b、 维修率；Repair Ratec、 质量特性指标；Quality Characteristics Indices d、 价格。Price B、产品交付Product Delivery 按交付及时性、交付完好率、交付符合性。 Deliver products on time, in good conditions and in conformance. C、体系、过程System and Processa、 按照QS9000质量要求不断改进、完善公司质量体系并通过第三方认证；Develop and improve the companys quality system in accordance with QS-9000, and obtain the certification of a third partyb、 接受顾客过程能力审核，达到最佳配套企业水平。Subject to the process capability audit by the customers, and reach the Best Supplier Level. c. 对与顾客的接口联系反映的主动性Initiative to contact the customer interfaces.D、服务Servicesa、 对顾客反应、即时答复、处理；Respond to the customers promptly.b、 对不合格品包退包换；The nonconforming products are guaranteed against return and change.c、 因产品故障造成损失包赔；Compensate the losses due to product failures.d、 质量改进计划实施及有效性。Implementation and effectiveness of quality improvement plan.e. 对公司产品装配状况的调查主动性The initiative to investigate AICQ product assembly status.4.2.2 市场销售部汇总调查结果，与上一次调查结果和竞争对手进行对比分析，找出已取得的进步和不足方面，组织责任部门及主管领导进行评审，提出整改措施，上报总经理审批。The Marketing Department shall make a conclusion of each survey. In comparison with the results of last survey and the competitors, the Marketing Department shall find out the improvements that are effective or less effective, and organize relevant departments and leaders to make an audit and find corrective measures, which will then be submitted to the General Manager for approval.4.3 市场销售部将每次调查分析以图表的结果方式与公司业务计划中的目标值或同行情况进行对比，了解公司的实际运作是否使顾客满意。The Marketing Department shall compare and analyze the results of each investigation with the objectives as defined in company business plans or the status of competitors in the form of graphic figures, so as to know if AICQs actual operation can let the customers be satisfied.4.4 市场销售部负责管理保存相关的资料记录。The Marketing Department is responsible for the retention and management of relevant documents and records.5 顾客满意度调查情况判定依据Basis of Judging Customers Satisfaction5.1 对顾客满意度分为四个等级： 满意91100、较满意8190、一般7080、差70分以下The customers satisfaction is rated at four levels:Satisfactory: 91 100 grades; Comparatively satisfactory: 81 90 grades; Neutral: 70 80 grades; Poor: less than 70 grades5.2 顾客满意度的平均得分不得低于70分，如果低于70分，市场销售部必须组织人员进行分析，并制定相应的纠正/预防措施。The customers satisfaction shall not be less than 70 grades averagely. In case it is less than 70 grades, the Marketing Department must organize relevant personnel to make analysis and formulate appropriate corrective an