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1、Ref :Only the version available on the shared directory can be considered as valid.This document remains the confidentiality property of QF and is unauthorised for copyright.Lan guage:En g/ChiVersio n:AOPage:1/6Status:PROCEDURE程序文件Customer Service Man ageme nt procedure 客户服务管理程序关键字 Key words: 客户投诉 C
2、ustomer complaint姓名Name职位 Position签名Sign日期Date编写Author审核 Reviewers批准 Approval分发 Diffusion人事部HR品质部QA船务部SH生产部PRO.采购部PUR.财务部FA.开发部PD.货仓部WH.管代M.R.总经理GM接收人Applicable to版本号Version日期Date修订描述Modification description修订人ByA02010-01-18无/目的 OBJECTIVE2范围SCOPE2职责 RESPONSIBILITY2正文 PROCEDURAL ELEMENTS3流程图 FLOW DHA
3、RT(S)3任务描述 TASKS DESCRIPTION4参考文件 REFERENCE DOCUMENTS6定义与缩写 DEFINITIONS/ ABBREVIATIONS6记录 RECORDS6Ref :Lan guage:En g/ChiVersio n:AOPage:2/6Status:PROCEDURE程序文件Customer Service Man ageme nt procedure 客户服务管理程序Objective 目的En sure customer compla int timely han died.确保客户投诉的及时处理。To con tin ual improve s
4、ervice level & satisfy customer requireme nts, as well as to have an assessme nt on our quality man ageme nt system.为了不断提高服务质量&满足客户要求，同时对质量管理体系业绩进行评估。Scope 范围Applied to customer compla ints received by QF.适用于祺富收到的客户投诉。Responsibility 职责It is the responsibility of the Quality Manager to ensure the con
5、sistent suitability and effectiveness of this procedure.品质部主管负责保证本程序的持续适用性及有效性。PROCEDURE程序文件Customer Service Man ageme nt procedure客户服务管理程序Ref :Language:En g/ChiVersio n:A0Page:3/6Status:Procedural Elements正文Flow chart(s)流程图Customer Service 客户服务Flow Chart/ 流程Resp on sible by/责任人Description/ 相关描述Reco
6、rd/记录Nonconformity notunder control/ 不合格未受控Receivi ng Complaint/ 接收投 诉1Investigate andAnalysis/ 分析 2Reject by ustomer/客户否决报告Report/ 报告 3method/实施控制4ollow up/ 跟进5Nonconformity undercontrol/不合格已受控* Close/ 结案 6Annual Customer SatisfactionSurvey年度客户满意度调查7Shippment Dept.船务部QA and RelatedDepartmentsQA Dep
7、t.品质咅E相关部门RelatedDepartmentsQA Dept.品质部QA Dept.品质咅EShippment Dept.船务部CustomerComplaints FollowUp客戶投诉Form_QF_005_004CAR Report不符合报告Form_PR_006_001Quality abnormitynotice品质异常联络单Form_PR_011_001Customer satisfactionform客户满意度调查表Ref :Lan guage:En g/ChiVersio n:A0Page:4/6Status:PROCEDURE程序文件Customer Servic
8、e Man ageme nt procedure 客户服务管理程序Tasks description任务描述Task 1任务1Shipme nt Dept is resp on sible to receive customer compla int and in form related departme nt, and makerecord.船务部负责接收客户投诉，通知相关部门，并作记录。Shipme nt departme nt shall set up and maintain commu ni cati on cha nnel with customer.船务部须建立并维护与客户的沟
9、通渠道。Customer compla int received by other departme nts shall be forwarded to Shipme nt dept forcen tralized han dle.其它部门收到的的客户投诉须转交船务部作集中处理。Task 2 任务 2:QA Dept. shall organize investigation with related departments, determine action plan to resolve thecustomer complaint received. Quality Assurance E
10、ngineer shall record down the action plans.品质部须组织相关部门分析客户投诉产生的原因，定岀行动方案解决所收到的客户投诉，并作记录Task 3 任务 3:QA dept. shall complete and sent report to customer and CC shipme nt dept. with in 1 week after therecepti on of compla int.在收到投诉后的一个星期内，品质部须完成并将报告发给船务部，经总经理核准，发给客户。If Quality Assurance Engineer receive
11、s no objection from customer within 1 week after their receptionthen the report is judged as accepted by customer.在客户收到报告后一个星期内，船务部未收到客户的反对，则判定该报告被客户接受。船务部再将此信息反馈到品质部。If the customer denies report with in 1 week after their recepti on, the n go back to task 2.Ref :Lan guage:En g/ChiVersio n:A0Page:5
12、/6Status:PROCEDURE程序文件Customer Service Man ageme nt procedure 客户服务管理程序在客户收到报告后一个星期内，如客户否决报告，则回到任务2。Task 4 任务 4:Related department shall implement related actions decided at investigation meeting on time.相关部门须按照调研会议的要求按时执行相关的行动。Task 5 任务 5:QA dept. shall follow up the acti ons take n by related depar
13、tme nt, and evaluate the effective ness as subject to man ageme nt review meet ing.品质部须跟进各部门的行动，评估有效性，作为管理评审会议的议题。Task 6 任务 6:QA dept. can close the case if noncon formity already un der con trol.如不合格已受控，品质部才可以结案。QA dept. shall report to customer regarding the closing of the case，which should inform
14、 shipmentdept.品质部须向船务部报告结案的情况，由船务部再通知客户。Task7任务7Shipment dept. is responsible for customer satisfaction survey on annual basis, the survey can be implemented via Email, fax, or telephone by use FROM_PR_011_001 For the sub-item which is evaluated by customer as Not very Satisfactory or Un satisfactory, a Corrective Acti on report must beissued by in volved departme nt.Shipme nt dept. should take data an alysis, and the result should be submitted to man ageme nt re
