中英文客户满意度调查程序文件.doc

Procedure 程序程序 Issue 版本 版本 0 QF QC 026 01 TITLE Customer Satisfaction Survey 標題 客戶滿意度調查程序標題 客戶滿意度調查程序 DOC No 文件文件編號編號 FQP CFR03 Pages 1 of 4 Confidential Proprietary Information of Flextronics Plastics ShenZhen RevisionRevision HistoryHistory 更改记录更改记录 Issue 版本 Page 页码 Rev 版次 CHANGE 更改內容 WRITTEN BY 编写 DATE 日期 ReviewReview andand ApprovalApproval 審查和審查和批准批准 Review x x x x Signature Date ISO Officer QC Sup QE Sup QA Mgr MR Program Director PM Store Mgr Purchasing Mgr PMC Sup Shipping Sup Facility Mgr Review Signature Date Facility Engineering Mgr ME Mgr 1st process Mgr 2nd Process Mgr PPC Mgr Tooling Repair Maintenance Sup HR Mgr ADM Mgr MIS Mgr APP x Signature Date Plant Manager Checked by DCC Date 文控审核 日期 Effective date Expiry date 文件生效日期 文件失效日期 N A N A N A N A N A N A N A N A N A N A N A N A N AN A N A N A Procedure 程序程序 Issue 版本 版本 1 QF QA 027 01 TITLE Customer Satisfaction Survey 標題 客戶滿意度調查程序標題 客戶滿意度調查程序 DOC No Rev 文件文件編號編號 FQP CFR03 版次 版次 A Pages 2 of 4 Confidential Proprietary Information of ZJKC 1 0 目的目的 Purpose 規定一定的途徑 調查客戶對本公司產品或服務滿意度 以便本公司及時獲取用以改進分析的資料 而 謀求不斷改進 Specify the method to survey the customer satisfaction towards our product and service so that we can get the appropriate information and make continuous improvement 2 0 范围范围 Scope 适用于本公司客戶滿意度調查 Apply to customer satisfaction survey initiated by FP 3 0 定义定义 Definition N A 4 0 职责职责 Responsibility 4 1 总经理 General manager 调查问卷内容评审 To review Survey Questionnaire 调查结果分析 确定改善行动 Survey result analysis improving action confirmation 4 2 项目部 Director Program Director 收集和更新调查问卷 To collect and update the questionnaire 改善行动的效果跟进 To follow up the progress of improving actions 4 3 项目经理 项目助理 Program Manager Program Assistant 发出调查问卷予客户 追进反馈问卷 To send the questionnaire to the customer and follow up the feedback 改善行动的效果跟进 To follow up the progress of improving actions 4 4 项目部客户满意度调查统筹人 the leader of organizing customer satisfaction survey 组织客户满意度调查 To organize the customer satisfaction survey 调查结果统计并公布 To make the survey result Statistic and send to the concerned person 记录和分发改善行动清单 To record distribute the improving action list 4 5 各职能部门经理 Each functional dept manager 调查结果分析 提出改善行动 To analysis the survey result and propound the improving action 组织实施改善行动 To implementing the related corrective actions 5 0 程序程序 Procedures 5 1 客户满意度调查每季度调查一次 Customer satisfaction survey is performed once per quarter 5 2 每季度客户满意度调查开始时间由项目部客户满意度调查统筹人决定并通知项目经理和项目助部 结束时间则依 Flex 总公司每年确定的时间 The start time customer satisfaction survey is determined by the leader of organizing customer satisfaction survey per quarter The end time follows Flex Co s 5 3 项目经理 项目助理根据客户每季度的销售额和与本公司的生意前景来确定哪些客户需要进行 客 户满意度调查 当并向巳确定的顾客发出 客户满意度调查 QF PA 006 问卷表 收集顾客对我 公司产品质量 技术 交付 价格 服务等方面的意见 并追回反馈的调查问卷 顾客满意度调 Procedure 程序程序 Issue 版本 版本 1 QF QA 027 01 TITLE Customer Satisfaction Survey 標題 客戶滿意度調查程序標題 客戶滿意度調查程序 DOC No Rev 文件文件編號編號 FQP CFR03 版次 版次 A Pages 3 of 4 Confidential Proprietary Information of ZJKC 查表应在预定结束时间前追回 并保证回收率超过 60 Program Manager Program Assistant shall determine which customers need to be conduct customer satisfaction survey based on the quarterly sales and perspective business with Flex GM site and send Customer Satisfaction Survey Questionnaire QF PA 006 to those decided customer and follow up the feed back questionnaire before the due end time and ensure the feedback rate of customer survey questionnaire is above 60 5 4 项目经理 项目部助理将收回的客户满意度调查表转交项目部客户满意度调查统筹人进行结果统计 及归档 客户满意度调查表保存时间为 1 年 Program Manager Program Assistant forward the feedback customer survey questionnaire to the leader of organizing customer satisfaction survey to make statistics and file it Customer Satisfaction Survey Questionnaire will be kept by program department 5 5 客户满意度统计的范围不只限于反馈的调查问卷 如客户有关本公司的 产品不良統計圖 或 供應商評分表 或 供應商月品質評价 等资料反馈予我们 由 QE 按 客戶抱怨處理 FQP CFR01 负责统计分析和实施改进措施 Customer satisfaction survey is not limited to the feed back questionnaire the other information provided by some customers such as related Product nonconforming statistical graph or Supplier performance or Supplier monthly quality evaluation shall be made statistics analysis and improvement by QE as per FQP CFR01 5 6 项目部客户满意度调查统筹人须于 2 周内完成 客户满意度调查结果的统计 QF PA 010 并将统 计结果 e mail 给所有相关部门或人员 若客户某一项满意度分数低于 3 分时 项目部 Director 必 须在一个月内召集所有相关部门负责人分析调查结果 确定改善活动和实施相应的纠正和预防措 施 若有抱怨产品品质不良事件 则项目部 PM PA 转 QE 按 客戶抱怨處理 FQP CFR01 QF PA 010 shall be finished by of the leader of organizing customer satisfaction survey within 2 weeks after survey and send to all related departments personnel If certain item score is below 3 Program Director must to organize all related personnel to analyze the survey result and confirm the improving action and take the corrective and preventative actions within one month If have any complaint on product quality from customer survey PM PA forward customer feedback to QE for handling as per FQP CFR01 5 7 由项目部客户满意度调查统筹人将改善行动方案记录于 客户满意度调查问题糾正改善計划 QF PA 011 并分发至相关部门 Concerns Action program shall be recorded in QF PA 011 and distributed to the related dept by the leader of organizing customer satisfaction survey 5 8 项目部 Director 项目经理 项目助理 管理代表须跟进改善行动的实施至关闭 Program BUM Program Manager Program Assistant Management Representative are to follow up the corrective and preventative action taken until closed 5 9 客户满意度分析结果及相关的改善行动方案及改善行动的实施情况 由管理代表呈交管理评审会 议审核 Any analysis result corrective and preventative action and the performance to corrective action is to be submitted to the management review meeting for review by QA manager 6 0相關文件和資料相關文件和資料 Relevant document and data N A Procedure 程序程序 Issue 版本 版本 1 QF QA 027 01 TITLE Customer Satisfaction Survey 標題 客戶滿意度調查程序標題 客戶滿意度調查程序 DOC No Rev 文件文件編號編號 FQP CFR03 版次 版次 A Pages 4 of 4 Confidential Proprietary Information of ZJKC 7 0 相關記錄相關記錄 Relevant records Record Description 记录名称 Form No 记录的表格编号 Keep by 保管人 Retention Time Min 保存期限 Obsolete Disposition 过期处理办法 客户满意度调查问卷 Customer satisfaction survey questionnaire QF PA 006 客户满意度调查结果统计 Customer satisfaction statistical Result QF PA 010 客户满意度调查问题糾正改善計划 The corrective improved schedule of problem from customer satisfaction survey QF PA 011 Program 2 year 书面记录撕掉 电子档删除 Tear the hardcopy and delete the softcopy 8 0流程图流程图 Flow Chart 客户满意度调查流程图客户满意度调查流程图 The customer satisfaction survey process 发出调查问卷 Send the questionnaires to the customer 客户接收调查问卷及反馈反应