服务控制程序.docx

重庆某空调公司程序文件-服务控制程序1 目的Objective提供适当售后服务，最大限度地满足顾客需要。The objective is of this procedure is to provide appropriate after-sale services and satisfy the customer requirement to its largest extent.2 适用范围Applicable Scope 适用于产品的售后服务。 This is applicable to the after-sale services of products. 3 职责Responsibility3.1 质量部负责对顾客投诉意见的处理。The Quality Department is responsible for handling the customer complaints.3.2 市场销售部负责产品售后服务调查，收集用户意见和用户服务的归口管理。The Marketing Department is responsible to investigate product after-sale services, collect the user suggestions and manage the sales services. 3.3 其它有关部门对售后服务工作进行配合。Other relevant departments shall coordinate the after-sale services.4 工作程序Work Procedures4.1 收集用户意见，反馈质量信息。Collect User Suggestions and Feed back Quality Information4.1.1 市场销售部售后服务人员和业务员对主要用户每年至少一次上门或函件、电话、传真等方式调查对产品使用情况和服务质量的意见，填写客户调查表，反馈到质量部。The after-sale service people and business representatives of the Marketing Department shall investigate the main customers suggestions on product application and service quality through site visit, correspondence, telephone and telefax, at least once a year. Fill in “Customer Investigation Sheet” and report it to the Quality Department.4.1.2 公司任何部门受理的用户对产品质量和服务质量的投诉，必须在二小时内反馈到质量部，并填写质量信息反馈单。The customer complains on product quality and service quality handled by any department must be reported to the Quality Department within two hours. And fill in “Quality Information Feedback Sheet”.4.1.3 对重大的投诉或多次重复的质量投诉应上报管理者代表，必要时由管理者代表及时上报总经理办公室。The serious complaints or repeated quality complaints shall be reported to the management representative. If necessary, the management representative shall duly report to the GM Office.4.2 用户意见和投诉的处理Handling User Suggestions and Complaints4.2.1 质量部收到用户意见和投诉后，一般问题在24小时内拿出处理意见，给用户满意答复，并将下发到责任部门。 For general problems, the Quality Department shall provide solutions and give the user a satisfactory reply within 24 hours after receipt of the suggestions and complains from the user. Meanwhile, release “Quality Correction / Prevention Notice” to the relevant responsible department.4.2.2 责任部门接到通知后，应按照顾客意见进行分析，制定纠正和预防措施并实施，将处理结果及时反馈到质量部，由质量部反馈给用户，让用户满意。At receipt of the notice, the responsible department shall analyze the customer suggestions, formulate and conduct corrective and preventative actions, while reporting the results to the Quality Department. The Quality Department shall again feed the results back to the user, letting it satisfy.4.2.3 对重大投诉或多次重复的质量投诉，由质量部上报管理者代表，必要时由管理者代表报总经理办公室，并在48小时内拿出处理意见，使用户满意，质量部填写质量纠正/预防通知单，执行纠正和预防措施控制程序。For serious complaints or repeated quality complaints, the Quality Department shall report the case to the management representative. If necessary, the management representative shall report the case to the GM Office, and find solutions within 48 hours, letting the user satisfy. The Quality Department shall fill in “Quality Correction / Prevention Notice”, and conduct “Corrective & Preventative Action Control Procedures”. 4.2.4 当需要现场服务时，质量部在拿出处理意见后的两天内，有关部门所派出的服务人员必须赶到现场进行现场服务，直至用户满意，并将客户拜访记录或质量服务报告反馈到质量部。由质量部组织分析原因，确定责任部门，执行纠正和预防措施控制程序。If it is required to provide site services, within 2 days after the Quality Department has given the suggestions, the service people from relevant department must arrive at the site and conduct site services until the user is satisfied. Meanwhile, the service people shall send the “Record of Visit to Customer” or quality service report to the Quality Department. The Quality Department shall organize the analysis of reasons, identify the responsible department and conduct “Corrective & Preventative Action Control Procedures”.4.3 对在使用过程中有质量问题而要求退货的处理，执行公司退回产品处理制度。For the return of goods due to quality problems in use process, it shall be settled according to AICQ Regulations on Settlement of Returned Products.4.4 所有售后服务者必须填写相应的质量记录并编写年度服务报告，执行质量记录的控制程序。All after-sale service people must fill in relevant quality record and write annual service report. Conduct “Quality Record Control Procedures”.5 相关文件Specific Documents5.1 AICQ/WI-1901-01 公司退回产品处理制度AICQ/WI-1901-01 “Regulations on Disposal of Returned Products”6 相关记录Specific Recor