程序文件-13客户投诉处理程序

1.目的Objective:规范投诉解决的流程，以达成公司产品质量得到不停改善，同时能够提高客户的满意度。Toensurethecontinueimprovementofproductqualityandmeetcustomersatisfactionaccordingtothesystematicprocedure.2.范畴Scope:合用于客户对公司产品的多个投诉的解决。ApplytoallcustomercomplaintaboutPuratos’sproducts.3.职责与权限范畴AccountabilityandResponsibilitiesandAuthority:3.1职责AccountabilityandResponsibilities3.1.1销售部负责收集客户的投诉信息填入投诉表格中，收集投诉样品送至QA；SalesmanberesponsibleforcollectallcomplaintinformationandcomplaintsampleandsendtoQA.3.1.2QA负责对产品质量有关投诉组织有关部门进行的因素调查及纠正及防止方法的提出及跟进。QA必须向总经理报告投诉状况，每月最少一次，同时抄送给有关部门负责人；QAberesponsibleforreasoninvestigateandputcorrectiveorpreventiveaction.QAshallreporttotheGeneralManageratleastonceeverymonth,byemailoranycopiedtotherelevantdepartment;3.1.3有关部门负责对责任区域的投诉进行调查分析因素，采用纠正及防止方法。Relativedepartmentberesponsiblereasoninvestigateandputcorrectiveorpreventiveaction.3.2权限Authority3.2.1业务经理负责1000元价值下列的非质量因素的退货或赔偿的审批决定，大中华区经理同意1000元-元的非质量因素的退货或赔偿的决定；SalesManagerapprovenon-qualityrequestofexchangeproductorcompensateless￥1000,SalesManager-GreaterChinaapprovenon-qualityrequestofexchangeproductorcompensatefrom￥1000to￥;3.2.2QA主管同意元下列质量因素的退货或赔偿的审批决定；QAsupervisorapprovequalityrequestofexchangeproductorcompensateless￥;3.2.3总经理负责元价值以上（含元）的退货或赔偿的审批决定。GMapproverequestofexchangeproductorcompensatemore￥发文范畴DispatchScope:版本RevisonNo签发日期IssueDate撰写人Author审核人Reviewer同意人Approval备注Remarks4.政策和程序PolicyandProcedures:投诉解决流程CustomerComplaintHandlingProcedure4.1.1客户能够先通过电话投诉，然后通过邮件、传真等形式进行正式的投诉。业务员接到客户投诉后，填写《公司外部投诉表》交销售秘书或销售经理，并提供有关证据，如相片、产品批号、样品等；SalesreceivedtheproductcomplaintandfilltheexternalcomplaintformthensendtosecretaryorareasalesmanagerwithphotosorbatchNo.orcomplaintsampleetc.4.1.2销售秘书接到投诉后第一时间进行编号（华南：EC09-CS-000；华东：EC09-CE-000；核心客户：EC09-KC-000；工业及巧克力：EC09-IC-000；华北：EC09-CN-000,香港：EC09-HK-000，出口：EC09-EX-000）），并予以业务员回复确认投诉收到，销售秘书通过邮件或传真给QA部门同时抄送给区域经理及大中华经理；SecretaryshallreplytosalesmanassoonasreceivedcomplaintandgivetheregisterNo(EC09-CS-000,EC09-CE-000,EC09-KA-000,EC09-IC-000,EC09-CN-000,EC09-HK-000andEC09-EX-000areforSouth，East,Keycustomer,Ind.&Chocolate,North,HongkongandExport）andemailorfaxtoQAandCCtoSalesManager-GreaterChinaandsalesmanager.4.1.3QA接受投诉后第一时间回复销售秘书确认收到投诉，并在投诉表上确认签名及编号(EC09-000),QA判断此投诉与否属于质量因素投诉还是非质量因素投诉，如果是非质量因素投诉，此投诉转交给销售经理解决。销售经理或秘书接到投诉后需在7个工作日内予以客户回复，如果涉及金额1000元以内，销售经理同意，如金额1000元-元内由大中华区经理同意，如不不大于元以上由总经理同意。最后投诉表由销售秘书复印给QA、财务。QAshallreplysecretaryassoonasreceivedcomplaintformandgivetheregisterNo(EC09-000).QAconfirmwhetherthecomplaintisqualityornon-qualityreason.QAshallsendthecomplainttosalesmanagerifitisnon-qualitycomplaint.Salesmanagerorsecretaryshallcompletecomplaintin7workdaysafterreceivedform.Salesmanagerapprovalifrequestofexchangeproductorcompensateless￥1000.SalesManager-GreaterChinaapprovalrequestof￥1000to￥.GMapprovalrequestofmore￥.ThefinalformshallbecopytoFinanceandQAbysecretary.4.1.4如果是质量因素的投诉，QA召集有关负责人员进行调查及因素分析，并出具书面回复；QAshallcallrelevantpeopletoanalysisandhaveaninvestigationifitisqualitycomplaint,andgiveawrittenreport.4.1.5QA根据调查的成果判断与否是由于我公司的因素造成的投诉，即确认及不确认；如是确认的投诉并拟定是普通投诉，还是重要投诉，还是严重的投诉；QAclarifythecomplaintwhetheritisjustified,ifjustified,itisminorcomplaint,majorcomplaintorseriouscomplaint.4.1.6如是确认的投诉，责任部门及QA一起制订纠正方法；投诉结束后定时对以上纠正方法的执行状况进行确认及监督；QAandrelevantdepartmentshouldmakeacorrectiveactionifthecomplaintcausedbyouroperation.QAreviewthecorrectiveactiontwiceayear.4.1.7QA主管根据投诉的调查成果，考虑与否换/退货及赔偿，并决定货运费用由公司承当还是客户承当；QAsupervisormakedecidetoagreeexchangegoods,returngoodsorcompensation.Ourcompanyorcustomerpayforthetransportationcostifcaused4.1.8.如是质量因素的投诉，对换/退货及赔偿金额达成或超出人民币的投诉，需要总经理审批,少于元的QA主管签批即可；Forqualityissuecomplaint,GMapprovestheFormifthetotalvalueisexceeded￥;QAsupervisorapprovestheFormifthetotalvalueislessthan￥.4.1.9QA从接受到投诉，并确认样本及有关证据齐全后，到解决结束的全部时间，普通不超出7个工作日，进口产品投诉解决时间普通2工作日投诉总部，并催促总部回复，不超出15个工作日，并将投诉表格和书面回复传真或邮件给销售秘书处；全部投诉当月全部完毕率为98%。Thereare7workdaysforlocalproductand15workdaysforimportproducttohandletheexternalcomplaintbyQAfromreceivedcomplaintformwithrelevantcomplaintsampletoreturntheformtosales.Allcomplaintsinamonthshouldbeclosedwith98%isqualityobjectiveforQA.4.1.10销售秘书将收到反馈的投诉表格抄送给财务；SecretarycopythefinalformwhichreturnedformQAtofinance.4.1.11《外部投诉表》内部使用的统计，不得外传，业务员只需将书面回复（即成果）反馈给客户即可。业务员将书面回复反馈至客户，若客户接受投诉反馈，投诉解决结束。若客户不接受投诉反馈，再反馈给QA，QA再次解决直到投诉解决结束。ExternalComplaintFormusedonlyinPuratoscompany,theformalreportmaysendtocustomer.Thecomplaintwillbeclosedifcustomeracceptsthewrittenreport（result）.TheformwillbereturnQAifcustomerisnotsatisfactionwiththeinvestigation.QAwillhandleuntilthecomplaintclosed.4.3投诉数据的分析及持续改善DataAnalysisandcontinueimprove4.3.1对于重复发生（3次以上）及涉及食品安全的投诉，公司需要采用对应的纠正及防止方法，有关的纠偏行动的有效性由QA部组织在2个月内进行验证及确认；theseriousnessandfrequency（happened3timesorabove）oftheproblemsidentifiedshallbecarriedoutactionspromptlyandeffectively,QAdepartmentshallvalidate&verifyefficiencyoftheactions.4.3.2根据投诉的数据每年最少进行一次统计分析，从分析趋势中使产品质量不停提高。Complaintdatashallbeanalysedatleaseonceayearandusedtoimplementongoingimprovementstoproductsafety,legalityandquality,andtoavoidrecurrence.4.4投诉调查原则及对公司已经确认的投诉的解决原则ThePrincipleforHandlingComplaint4.4.1业务员有责任获得到有关投诉的证据，方便尽快完毕投诉解决。有关证据涉及：照片、产品实物、异物实物、产品批号、送货单等。QA接到投诉后，根据客户所提供的证据，按照调查原则拟定与否属于我司责任。Saleshavetheresponsibilitytocollectrelatedevidenceareincludingpictures,productsample,foreignmaterial(exoticmaterial),productbatch,deliveryorderandsoon.Accordingtotherelatedevidencewhichprovidesbysales,QAwillhandleaccordingbelowprinciple.4.4.2对于已经确认是由公司的运作造成的投诉，公司考虑尽快与客户更换产品并由公司承当运输费用，如因此问题造成客户有损失的，由客户提供该原实物的产品及有关证据，公司根据实物及证明予以报销。具体见下列：Ourcompanyshouldhelpcustomertoexchangeproductsintimewhenthereisajustifiedcomplaint.Wewillpayforthefee-for-servicecausedbyourproductquality.投诉类型/complaintitem客户提供的投诉证据customer'sresponsibilities质量因素鉴定原则PrincipleforJustifiedComplaint换货或赔偿原则Principleforexchangeorcompensation换货Exchangegoods*1与否造成损失Maycausedlossestocustomer异物投诉/Complaintforforeignmaterial(exoticmaterial)金属，石头/Metalorstone保存投诉实物，查询批号，第一时间告知我公司及将样品邮寄我司。Customershouldkeepthecomplaintsample,findthebatchno,informusatthefirsttime,pleasesendthesampletousassoonaspossible1.实物Complaintsample2.现场统计productionrecord3.原料统计materialrecord4.以往投诉统计previouscomplaintrecord根据以上鉴定与否属于我司因素造成。Accordingtoabove,itisajustifiedcomplaintornot.换货解决/ExchangeGoods如客户有损失，指人身伤害等，需要提供医疗证明等，我公司予以报销Ourcompanywillpayexpensesreimbursementafterreceivedtheinvoiceofthefee-for-servicewhichcausedbyourproductquality.玻璃/Glass昆虫Insect塑料Plastic原材料有可能带来的树叶/茎等Leaf,stemetccamefromrawmaterial.其它other生产操作投诉/Causedbyproduction无生产日期及喷错保质期/Nomanufacturedateorwrongexpirydate保存投诉实物，查询批号，第一时间告知我公司及将样品邮寄我司。Customershouldkeepthecomplaintsample,findthebatchno,informusatthefirsttime,pleasesendthesampletousassoonaspossible1.实物Complaintsample2.以往投诉统计Previouscomplaintrecord根据以上鉴定与否属于我司因素造成。Accordingtoabove,itisajustifiedcomplaintornot.换货解决/Exchangeorreturngoods不存在损失问题/Noloss.重量局限性letweight不存在损失问题/Noloss.缺标签Nolabel不存在损失问题/Noloss.其它others不存在损失问题/Noloss.产品本身质量/Causedbyitself.功效性效果差Productperformanceispoor保存投诉实物，查询批号，第一时间告知我公司,如我公司需要,请将样品邮寄我司。Customershouldkeepthecomplaintsample,findthebatchno,informusatthefirsttime,pleasesendthesampletousifneed.1.产品留样Reservedsample2.以往投诉统计Previouscomplaintrecord3.必要时提供实物complaintsampleifneed根据以上判断与否属于我司因素造成。Accordingtoabove,itisajustifiedcomplaintornot.换货解决Exchangegoods如客户有损失，指对其制成的成品等，需提供对应的证明材料，我司给与对应的赔偿。Ifthereisloss,customersendtheevidence.香味变淡、颜色变化大等如产品稀及颜色等问题，不存在有损失问题，客户在使用前能够拟定。/Productgettingthinordarkenwillbefoundbeforeusing,sothereisnoloss.变稀、变深等/gettingthinordarken.发霉,变质等Foundmouldorgettingbad.包装破损/Packagingdamaged客户最佳能在收货时将破损状况反馈我公司，并在送货单上注明。Customershouldinformusatthefirsttimewhenreceivinggoods.DescribeondeliveryRecord.一、公司的运输商或公司直接送货Shippingbyourselves.1、收货发现时应第一时间反馈我司Feedbacktousatthefirsttimewhenreceivinggoods.换货解决Exchangegoods不存在损失问题/Noloss.2、在送货单上注明DescribeondeliveryRecord.满足以上其中一条件为确认的投诉。Neitheroneoftwoisjustifiedcompliant.二、客户自提或指定运输商Shippingbyclientorclientappointedtransportationcompany.此状况公司不同意索赔.Forthissituation,werefusetocompensate.产品保质期太短、发错货/expirydatetooshort、mistakeproductordeliver（我司执行先进先出原则，剩余保质期不低于保质期的三份一，定制的产品整批拿货。PuratosChinahastorespecttheFIFOruleintheirdeliveries.

Remainingshelflife(whenpreparingfordelivery)=minimum2/3ofthetotalshelflife.Tailormadeproductsshouldbeorderedbyfullbatch.）

1.订单OrderForm1、换货解决Exchangegoods2、若不属于我司责任，发错的货品完好无损的状况下能够给与换货，运输费用客户出。否则，客户应给与对应的赔偿，或不予换货。Ifit'snotbelongtoourcompanydutyandthegoodsisintact,wecanexchangegoods.不存在损失问题/Noloss.2.送货单Deliveryrecord根据以上判断与否属于我司责任。Accordingtoabove,itisajustifiedcomplaintornot.*1对于出口产品等特殊状况，予以扣款补等值货品等。5.投诉解决流程ComplainthandlingFlowchart:客户投诉提出客户投诉提出complaintformcustomer业务填写投诉业务填写投诉表交地区秘书并附相片或样品,秘书编号SalesfillsinExternalComplaintFormandattachespictureands