Customer Satisfaction Measuring顾客满意度调查程序(中英文).docx
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1、LogoQUALITY SYSTEMPROCEDURE质量体系程序Number文件编号:MC-C5-02Department 部门:AQP项目部Subject文件名称:Customer Satisfaction Measuring Procedure 顾客满意度调查程序Revision 版本:1.0Effective Date 生效日期:2021-1-1Page 1 of 6批准:审核:作成:Change History变更记录,Revision 版本Effective Date生效日期Originator编写人Reasons for Change修改原因1.0 Purpose 目的The p
2、urpose of this procedure is to ensure that customer satisfaction is measured systematically andcertain actions are taken for future improvement.本程序确保针对客户满意度有系统地进行监测,并采取措施积极改进2.0 Scope 范围All customers input and perception on the company, product and service provided.本程序覆盖所有对公司、产品以及服务有所需求的客户。3.0Defini
3、tions 定义None/无4.0Responsibility and authority 职责与权限4.1 AQPdept.项目部:1) is responsible to draw up, send and collect of Customer Satisfaction Survey.负责客户满意度调查表的编制,发出,接收和统计。4.2 Quality dept.质量部:1) is responsible to statistic and inform related responsible department to analyze and takeactions to correct
4、 and improve those unsatisfactory aspects.客户不满意问题的整理,并通知相关责任部门去分析并采取措施纠正提高客户满意度。2) follow-up and verify the effectiveness of actions.负责对措施的跟踪和验证。4.3 Related responsible Dept, in questionnaires.客户满意度调查表中的相关责任部门QuestionnairesInquiryreposeOn timedeliveryCapacitysupportFlexibilityCustomerserviceQualityc
5、omplaintQualityimprovementTechnicalcustomerserviceResponsible dept.AQPLogisticAQPAQPQualityQualityAQP5.0 Procedure 程序5.1 Customer Satisfaction Management 顾客满意度管理Information and data related to customer satisfaction are acquired from quality performance data and fromcustomer feedback and complaints,
6、to include one or more of the following:有关顾客满意的信息和数据来自于质量绩效数据和顾客抱怨和反馈,包括下面一项或更多项:a) Delivered part quality performance 交付产品的质量绩效b) Delivery schedule performance 交付及时性绩效c) Customer complaints and feedback 顾客抱怨和反馈d) Customer disruptions and field returns 顾客的中断和返回e) Customer satisfaction surveys 顾客满意调查
7、f) Customer notifications 顾客通告g) Awards and recognitions from customers, associations and consumer groups顾客,团体和消费群体的表彰和承认h) Business reports 业务报告i) Lost business失去的业务Results of initial process studies and statistical data from process monitoring are compiled and evaluatedmonthly by the Quality Depar
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