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1、1 Photo Envelop Quality Issues and Corrective Actions 2 Table of Contents Project Team Introduction Job Descriptions Customer Complaint Execution and completion of sales target; Market development and market information collection; Support to regional key accounts; Develop and maintain good customer
2、 relationships; Communication with internal B Designing, implementation and assessment of marketing programs; Marketing analysis and positioning; Consistent brand communications; Public relations; Retailing channel establishment and management; New product launch and promotional programs; Agency sou
3、rcing for marketing programs; Communications with internal B Contract / P.O. negotiation, documentation and follow up; Current Supplier management New supplier sourcing Cost analysis, marketing data collection and price benchmarking; Communication with internal B ISO9000 Internal quality review/audi
4、t and 3rd party quality certifications; Quality control, inspection and testing methods and procedures; Internal communication with production, engineering, purchasing, logistics etc. 8 Customer Complaint Problem analysis Sales Manager, together with the distributor, called the Marketing Specialist
5、in shanghai to communicate this issue; Marketing Specialist collected detailed data about this issue from the distributor; Marketing Specialist guaranteed to sponsor a meeting on this ASAP; Marketing guaranteed to feedback to the distributor within required timeline. 11 Scenario 2: 1st Project Meeti
6、ng ( Quality Issue Analysis ) Team members / Participants: Marketing Quality Purchasing Topics: To analyze the root cause of the photo envelop quality issue; Possible solutions to the issue. Process Description: Marketing presides the meeting; Detailed analysis of the defective samples; Quality will
7、 do a test for the defective samples with criteria of paper and glue strength etc.; Purchasing will communicate the quality issue to the supplier; Purchasing will schedule a meeting with the supplier; Marketing summarizes a list of action items ( item description, responsible person, due date etc.)
8、12 Scenario 3: Meeting with the Supplier Team members / Participants: Purchasing Marketing Quality Supplier Topics: Quality testing report; Penalties New sample production, testing Quality reports the testing results ( 2 root causes); Supplier guarantees to revise their specifications; As supplier d
9、oes not follow the confirmed envelop spec., all losses resulting from this quality issue will be borne by the supplier; New sample confirmation scheduling. 13 Scenario 4: 2nd Project Meeting ( new samples ) Team members / Participants: Purchasing Marketing Sales Quality Supplier Topics: Assessment o
10、f the new photo envelop samples Process Description: Purchasing presides the meeting; Supplier introduces the new samples; Quality will do a quality test for the new samples; Sales advises the distributor that the new sample is being confirmed; Scheduling of 3rd project meeting. 14 Scenario 5: 3rdPr
11、oject Meeting Team members / Participants: Marketing Sales Quality Purchasing Supplier Topics: New envelop sample quality review. Process Description: Marketing presides the meeting; Quality reports the testing results of the new samples are good; Sales Project team discuss the penalties to the supp
12、lier; Supplier reports the production and delivery schedule of new photo envelops; Filing of the new confirmed samples; Scheduling of Project Summary meeting. 15 Scenario 6: Project Summary Meeting ( Distributor Feedback ) Team members / Participants: Marketing Sales Purchasing Quality Topics: Proje
13、ct summary and distributor feedback. Process Description: Marketing presides the meeting; Marketing checks for list of action items ( open or closed? ) Purchasing will develop a new backup supplier for photo envelops; Quality agrees to enlarge future sample inspection size and frequencies; Project t
14、eam cheer for distributors feedback and acknowledgement. Marketing will prepare a project summary report to the management. 16 Summary & Project Achievements Customer Complaint Process Corrective Plan & Process Job Descriptions Business Communication Skills Problem Analysis & Resolution Customer Orientation Team Work
