Customer-related process control procedures.
Understand the customer through the existing and future products and services to the requirements and expectations, ensure the quality of the customer, environment, occupational health and safety, and commitment to service and comply with product-related laws and regulations.
The contract (tender) the reasonableness of the draft, feasibility assessment, to confirm the company's ability to meet customer requirements.
Collection of quality, environment, occupational health and safety information, answer customer inquiries, timely processing of customer complaints and improve customer satisfaction and the company's integrity, and tap potential customers.
5.1 Determination of requirements related products
Quarterly operating the business through market research and market information with feedback, to summarize, analyze market conditions and customer requirements, industry dynamics and business strategies, policies, regulations, etc., combined with corporate governance requirements and methods, and propose solutions suggested that the formation of market analysis reports;
Classify the types of customers, to determine the different management methods and programs;
a) the customer transactions are now fully understand the customer's needs change and I feel the company's products and services;
b) the intention to have the transaction prospective customers and potential customers, to grasp customer needs, including quality, price, delivery, service and other needs, in order to determine the company's product and business strategy.
5.2 Pairs of product requirements review
Before the bidding and contracting, operations department to respond to customer requirements in conjunction with relevant departments to review, and keep records of assessment:
Review include:
a) customer requirements are very clear and complete, no clear or ambiguities;
b) all requirements of the two sides reached a consensus;
c) laws and regulations and environmental, safety management requirements;
d) whether the company can be completed within the established period contracts;
e) the customer's ability to pay, and benefits of reputation and product quality;
5.2.2 For the first time under the new conditions of stable production use styling products, price of 100 million yuan project or technical requirements, delivery and other special requirements of the contract or tender of the contract, the Business Unit made to the competent leadership, the organization of the contract review meeting, fill out the "Contract Review Form" to review relevant content, and reserves the assessment and procurement records of any measures;
5.2.3 Customer telephone orders or other non-contractual approach, the business people fill out the "customer telephone (oral) Fax orders to determine the table" and work with customers to fully confirm the customer needs, and the information log on to the "contract accounting", and track contract performance situation;delivery amount of 10 million or less, "pick list" video with "customer telephone (oral) Fax orders to determine the table";
5.3 Business Management
5.3.1 After the signing of business contracts, business fill out the "pick list" or "Customer demand notice" and together with the contract go to the back office operations, back office to the document issued by the management to the production department;
5.3.2 Content management back office log in to the contract "contract accounting", and track contract performance;
5.4 Technical Services
5.4.1 Business required under the contract fill out the "technical service notice" to the Technology Services organization of technical services;
5.4.2 Technical service personnel in the service field fill in the "construction site record sheet", for the construction of problems and treatment and the results fill out the "construction site records" in the problem column;
5.5 To communicate with customers
5.5.1 Business Unit based on the need to review the implementation of the contract with the progress of the contract back to the customer.
5.5.2 Technical Services Department in the process of technical services to maintain communication with customers, solve customer problems in use, and timely collection and feedback of customers for products and services, heavy feeling;
5.5.3 Business Unit of customer complaints and inquiries should be promptly passed to the Quality Department, and the results fed back to the customer;Keep the customer feedback, complaints and record the results.
Customer-related process control procedures
Understand the customer through the existing and future products and services to the requirements and expectations, ensure the quality of the customer, environment, occupational health and safety, and commitment to service and comply with product-related laws and regulations.
The contract (tender) the reasonableness of the draft, feasibility assessment, to confirm the company's ability to meet customer requirements.
Collection of quality, environment, occupational health and safety information, answer customer inquiries, timely processing of customer complaints and improve customer satisfaction and the company's integrity, and tap potential customers.
5.1 Determination of requirements related products
Quarterly operating the business through market research and market information with feedback, to summarize, analyze market conditions and customer requirements, industry dynamics and business strategies, policies, regulations, etc., combined with corporate governance requirements and methods, and propose solutions suggested that the formation of market analysis reports;
Classify the types of customers, to determine the different management methods and programs;
a) The customer transactions are now fully understand the customer's needs change and I feel the company's products and services;
b) the intention to have the transaction prospective customers and potential customers, to grasp customer needs, including quality, price, delivery, service and other needs, in order to determine the company's product and business strategy.
5.2 pairs of product requirements review
Before the bidding and contracting, operations department to respond to customer requirements in conjunction with relevant departments to review, and keep records of assessment:
Review include:
a) customer requirements are very clear and complete, no clear or ambiguities;
b) All requirements of the two sides reached a consensus;
c) laws and regulations and environmental, safety management requirements;
d) whether the company can be completed within the established period contracts;
e) the customer's ability to pay, and benefits of reputation and product quality;
5.2.2 for the first time under the new conditions of stable production use styling products, price of 100 million yuan project or technical requirements, delivery and other special requirements of the contract or tender of the contract, the Business Unit made to the competent leadership, the organization of the contract review meeting, fill out the "Contract Review Form" to review relevant content, and reserves the assessment and procurement records of any measures;
5.2.3 customer telephone orders or other non-contractual approach, the business people fill out the "customer telephone (oral) Fax orders to determine the table" and work with customers to fully confirm the customer needs, and the information log on to the "contract accounting", and track contract performance situation; delivery amount of 10 million or less, "pick list" video with "customer telephone (oral) Fax orders to determine the table";
5.3 Business Management
5.3.1 After the signing of business contracts, business fill out the "pick list" or "Customer demand notice" and together with the contract go to the back office operations, back office to the document issued by the management to the production department;
5.3.2 content management back office log in to the contract "contract accounting", and track contract performance;
5.4 Technical Services
5.4.1 business required under the contract fill out the "technical service notice" to the Technology Services organization of technical services;
5.4.2 technical service personnel in the service field fill in the "construction site record sheet", for the construction of problems and treatment and the results fill out the "construction site records" in the problem column;
5.5 to communicate with customers
5.5.1 Business Unit based on the need to review the implementation of the contract with the progress of the contract back to the customer.
5.5.2 Technical Services Department in the process of technical services to maintain communication with customers, solve customer problems in use, and timely collection and feedback of customers for products and services, heavy feeling;
5.5.3 Business Unit of customer complaints and inquiries should be promptly passed to the Quality Department, and the results fed back to the customer; keep customer feedback, complaints and record the results。
明白？？？
Customer related process control procedure
Through understanding the existing and future customers for products and services requirements and expectations, to ensure the realization of customer's quality, environment, occupation health safety and service commitments and in accordance with the relevant laws, regulations and requirements of the product.
On the contract ( bids ) draft of the rationality, feasibility review, to prove the company 's ability to meet customer requirements.
Collection of quality, environment, occupation health and safety information, answer the customer advice, the timely processing of customer complaints, improve customer satisfaction and the company's integrity, mining potential customers.
5.1 determination of requirements related to the product
The quarterly through market research and business personnel feedback market information, collection, analysis of market conditions and customer requirements, with the industry operation trends and strategies, policies and regulations requirements content, combined with the company management and method, put forward proposals and suggestions, the formation of market analysis report;
The various types of customer classification, identify the different management method and program;
A ) right now the turnover of customers, full understanding of customer needs change and to my company's products and service experience;
B ) on turnover intention of prospective customers and potential customers, grasp the needs of customers, including quality, price, delivery, service and other aspects of the demand, in order to determine a company's products and business strategy.
5.2 on the review of product requirements
In the bidding and contract before operating the Department together with the relevant departments, deal with customer requirements for accreditation, accreditation and retention of records:
The review included:
A ) customer demand is very clear and complete, not unclear or ambiguous;
B ) all the requirements whether both sides agree;
C ) laws and regulations and the environment, safety management requirements;
D ) company is established in the period of contract;
E ) the customer 's ability to pay, reputation and product and benefit level;
5.2.2 for the first time in the new conditions using the stable production of stereotypes products, the price is in 1000000 yuan of above items or technical requirements, delivery and other special requirements of the contract or the contract bid, by the Department of business to the competent leadership put forward contract, organize review meeting, fill out the" contract review form" on the content review, and retain the evaluation and purchase any action records;
5.2.3 customer telephone or other means of contract orders, by the business personnel to fill in" customer telephone ( oral ) fax order determination table" and customers to fully identify customer needs, and information to log on to the" contract record", and the tracking performance of contract; shipping in the amount of 100000 yuan of the following," picking list" to be" customer telephone ( oral ) fax order determination table";
5.3 business management
5.3.1 business after signing the contract, business department should fill in" picking list" or" customer demand for products notice" and together with the contract to the management office, by operating the office will document issued to the production department;
5.3.2 operating inside the contents of the contract to log on to the" contract record", and track the fulfillment of the contract;
The 5.4 technical services
5.4.1 business department according to the contract requirements to fill in the" technical service notification" referred to the Department of technical services technical services;
5.4.2 technical service personnel in the service field to fill in the" construction site" for the record, the problems occurring in the construction and processing scheme and fill in the" construction site records single" in the column;
The 5.5 communicating with customers
5.5.1 business department according to the implementation of the contract contract review with progress feedback to customer.
5.5.2 technology services in the service process, to maintain communication with customers, to solve customer problems in the use of, and timely collection and feedback to customer on product and service experience;
5.5.3 business to customer complaints and inquiries to the quality of delivery, and the results will be feedback to the customer; the customer feedback, complaints and keep records of the results of treatment.
Custom-related process control procedure
Make certain to realize our promise to customers on quality, environment, occupational health and safety, and service, and to meet the product-related requirements specified in laws and regulations through well knowing the customers’ present and future requirements and expectation on our products and service.
Review on the rationality and feasibility of draft contract (book of tender) to prove our Company’s ability in satisfying customers’ requirements.
Collect information on quality, environment and occupational health and safety, answer customer’ consultation, deal timely with customer’ complaint, improve customer satisfaction and Company’s credibility and seek for potential customers.
5.1 Confirmation on Product-Related Requirements
Operate each quarter’s market information fed back through market research and by various business personnel, make a summary and analyze market situation, customer’s requirements, operation trend and strategy in the same industry and requirements specified in policy and regulations, propose scheme and suggestions and form market analysis report in combination with Company’s management requirements and methods;
Classify all kinds of customers and determine different management methods and schemes;
a) For customers having concluded a transaction with us, make full acknowledgement of their demand change and their feelings about our Company’s products and service;
b) For prospect that tends to conclude a transaction and potential customer, grasp their demand including quality, price, delivery, service and other aspects to confirm Company’s products and operation strategy.
5.2 Review on Requirements on Product
Before bidding and concluding a contract, Operation Department and relevant department shall review on customer’s requirements and reserve review record:
The content of review includes:
a) Whether the customer’s requirements are explicit and complete with no place stated unclear or intangibly;
b) Whether both parties reach a consensus on all requirements;
c) Requirements in laws and regulations, environment and safe management;
d) Whether the company can complete the contract within the established period;
e) Level of customer’s payment ability, reputation, product and interest;
5.2.2 For approved products of stable production firstly applied in new conditions, project of more than CNY one million, or contract or contract of tender book with special requirements like technical requirement and date of delivery, etc., shall be proposed by Business Department person in-charge to competent leaders, organize and convene contract review conference, fill in Contract Review Sheet and review relevant content, and reserve the record of review and any measure being taken;
5.2.3 In case customer who places an order by telephone or in other non-contract form, business personnel shall fill in Customer Telephone (Oral) Fax Order Confirmation Sheet, fully confirm his requirements with the customer, register the information on Contract Ledger and track the performance of the contract; in case of goods delivery less than CNY 10,000, the Bill of Lading can be deemed as Customer Telephone (Oral) Fax Order Confirmation Sheet.
5.3 Business Management
5.3.1 After the conclusion of business contract, Business Department fills in Bill of Lading or Customer Product Demand Notice and transfer them with the Contract to operation office work who issue the documents to production department;
5.3.2 Personnel in charge of operation office work registered the content of contract to Contract Ledger and track the performance of contract;
5.4 Technical Service
5.4.1 Business Department fills in Technical Service Notice according to the requirements in contract and transfers it to Technical Service Department to organize technical service;
5.4.2 Personnel for technical service fill in Construction Site Record Sheet on service site and in its problem column, fill the problems appeared during construction, treatment plans and results in detail;
5.5 Communication with Customers
5.5.1 Business Department reports the implementation of contract review and contract advancement to customers according to demand.
5.5.2 During the process of providing technical service, Technical Service Department shall keep in touch with customers, solve the problems that customers encounter in operation and timely collect and feed back customers’ feelings about products and service;
5.5.3 Business Department shall timely deliver customers’ complaints and inquiries to Quality Department and feed back the processing results to customers; keep the record of customers’ feedback, complaints and processing results.
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