与顾客有关的过程控制程序中英文Word文件下载.docx
《与顾客有关的过程控制程序中英文Word文件下载.docx》由会员分享,可在线阅读,更多相关《与顾客有关的过程控制程序中英文Word文件下载.docx(9页珍藏版)》请在冰豆网上搜索。
Compiledby
日期
Date
审核
Auditedby
批准
Approvedby
1目的Objectives
1.1充分识别顾客对产品和服务的要求和期望,实施持续改进,确保实现对顾客的质量承诺、环境和服务承诺。
1.1Fullyidentifycustomerrequirementsandexpectationsforproductsandservices,implementcontinuousimprovement,andensurecommitmenttoquality,environmentandservicetocustomers.
1.2对销售合同(包括投标文件)的合理性、可行性进行评审来证实公司满足要求的能力,同时维护公司的合法权益。
1.2Reviewtherationalityandfeasibilityofthesalescontract(includingthebiddocuments)toverifythecompany'
sabilitytomeettherequirementswhilemaintainingthecompany'
slegalrights.
1.3收集QM信息,解答顾客咨询,正确处理投诉、增加顾客满意度。
1.3CollectQMinformation,answercustomerinquiries,handlecomplaintscorrectly,andincreasecustomersatisfaction.
2适用范围Scope
适用于与顾客有关过程的控制,包括对顾客要求的识别、对产品有关要求的评审、与顾客的沟通(包括产品的售前售中售后服务、投标、合同的履约等)和对顾客财产的管理。
Applicabletothecontrolofthecustomer-relatedprocess,includingtheidentificationofcustomerrequirements,thereviewofproductrequirements,communicationwithcustomers(includingpre-saleandafter-salesserviceofproducts,bidding,contractperformance,etc.)andcustomerpropertymanagement.
3职责Responsibility
3.1销售部销售人员应有足够的包装专业知识,以确保在和顾客谈判中能熟练识别顾客要求;
在接受合同或订单前组织有关部门对产品需求进行评审,并负责与顾客沟通,保存评审记录。
3.2采购部采购人员应负责评审所需原材料的采购能力,建立有关采购合同的联系渠道。
3.3技术部工艺主管人员负责评审产品工艺及制造能力。
3.4品保部负责对产品质量要求和检测能力的评审。
3.5各分厂应评审设备满足和交货保证的能力。
3.6企管部负责对人员满足能力的评审。
3.7物流部门负责对运输满足能力的评审。
3.8总经理负责对重要、大型合同做出决策、把关及审批。
3.1Thesalesdepartmentsalespersonnelshouldhavesufficientpackagingexpertisetoensurethatthecustomerrequirementsareskillfullyidentifiedduringnegotiationswiththecustomer;
therelevantdepartmentsarerequiredtoreviewtheproductrequirementsbeforeacceptingthecontractororder,andareresponsibleforcommunicatingwiththecustomerandpreservingthereviewrecords..
3.2PurchasingDepartmentPurchasingpersonnelshallberesponsibleforreviewingthepurchasingpoweroftherequiredrawmaterialsandestablishingcontactchannelsforpurchasingcontracts.
3.3Thetechnicaldepartmentinchargeofthetechnicaldepartmentisresponsibleforreviewingtheproductprocessandmanufacturingcapabilities.
3.4TheQualityAssuranceDepartmentisresponsibleforreviewingproductqualityrequirementsandtestingcapabilities.
3.5Eachbranchshallreviewtheabilityofequipmenttomeetandguaranteedelivery.
3.6TheEnterpriseManagementDepartmentisresponsibleforreviewingtheabilityofpersonneltomeet.
3.7Thelogisticsdepartmentisresponsibleforreviewingthetransportsatisfactioncapabilities.
3.8Thegeneralmanagerisresponsibleformakingdecisions,checkingandapprovingimportantandlargecontracts.
4工作程序OperationalProcedure
4.1与顾客有关的过程Processrelatingtocustomer
1)与产品有关的要求的确定:
顾客明示的和隐含的对产品交付和交付后产品的性能、用途、使用所必须的要求;
与产品有关的法律法规要求;
满足产品质量性能和服务的要求以及任何迎合顾客超前意识的要求;
公司认为有必要的任何附加要求。
2)与产品有关的要求的评审:
应评审与产品有关的要求,评审要在对顾客承诺之前进行(如提交投标书、合同或订单以及合同或订单更改之前)。
确保我们有能力满足产品、服务所要求的规定与合同或订单一致;
以及有关污染预防方面的要求。
1)Determinationofrequirementsrelatedtotheproduct:
thecustomer'
sexpressandimpliedrequirementsfortheperformance,useanduseoftheproductafterdeliveryanddelivery;
legalandregulatoryrequirementsrelatedtotheproduct;
meetingthequalityperformanceandserviceoftheproductRequirementsandanyrequirementsthatcatertothecustomer'
sadvanceawareness;
anyadditionalrequirementsthatthecompanydeemsnecessary.
2)Reviewofproduct-relatedrequirements:
Product-relatedrequirementsshouldbereviewedandreviewedpriortocustomercommitment(eg,beforesubmittingaproposal,contractororder,andcontractororderchange).Ensurethatwehavetheabilitytomeettherequirementsofproductsandservicesconsistentwithcontractsororders;
andrequirementsforpollutionprevention.
4.2顾客要求的识别Customeridentification
4.2.1销售人员应在投标、报价、洽谈等活动过程中熟练识别顾客对订购产品的各种要求。
1)质量要求包括原料确定、制作规范、使用性能、产品可靠性、结构特点和外观要求等;
2)交付要求包括供货方式、制作周期、交付条件、交货期限、运输和捆扎包装的规定等;
3)产品的支持性服务包括售前售中售后服务、使用说明、配件、防范措施等应承担的义务。
4.2.2顾客对订购产品应在最大可能的程度上提供样品、图纸和书面的技术资料,包括顾客特定的检验标准,以确保有据可查;
非顾客规定的产品要求,但对预期用途是必要的,以及对没有或无条件提供书面资料的顾客,应在合同评审中向顾客明确承诺内销包装按客人标准(例如:
瓦楞纸箱)、出口包装按商检标准(例如:
瓦楞纸箱)执行。
没有国家或行业标准的按照公司制定的检验标准执行。
4.2.1Salespersonnelshouldbeproficientinidentifyingvariousrequirementsofcustomersfororderingproductsduringbidding,quotation,negotiationandotheractivities.
1)Qualityrequirementsincluderawmaterialdetermination,productionspecifications,performance,productreliability,structuralcharacteristicsandappearancerequirements;
2)Deliveryrequirementsincludedeliverymethods,productioncycles,deliveryconditions,deliverydeadlines,shippingandstrappingregulations,etc.;
3)Supportiveservicesforproductsincludepre-salesandafter-salesservice,instructionsforuse,accessories,andprecautions.
4.2.2Thecustomershallprovidesamples,drawingsandwrittentechnicaldata,includingcustomer-specificinspectionstandards,totheextentpossibletoensurethattheorderedproductsarewarranted;
non-customer-definedproductrequirements,butfortheintendeduseIfnecessary,andforcustomerswhoprovidewritteninformationwithoutorwithoutconditions,theyshouldclearlyexpresstothecustomerinthecontractreviewthatthedomesticpackagingshouldbecarriedoutaccordingtocustomerstandards(forexample:
corrugatedboxes)andexportpackagingaccordingtocommodityinspectionstandards(forexample,corrugatedboxes).Nonationalorindustrystandardsareimplementedinaccordancewiththeinspectionstandardsestablishedbythecompany.
4.2.3应向顾客明确承诺的产品义务还应包括:
Productobligationsthatshouldbeclearlypromisedtothecustomershouldalsoinclude:
1)本公司产品服从适用法律、法规和标准所规定的要求如产品的安全性、环保、商标和条码印刷以及其它社会责任;
2)本公司对出口产品的特殊规定和应承担的义务要在合同中明确规定;
3)本公司将严格采取防范措施,不会将承制产品因不良品、报废品的处理和利用而流入
社会,造成包装的冒用或制假而损害顾客或消费者的利益、损害本公司的信誉。
1)Thecompany'
sproductsaresubjecttotherequirementsofapplicablelaws,regulationsandstandardssuchasproductsafety,environmentalprotection,trademarkandbarcodeprinting,andothersocialresponsibilities;
2)Thespecialregulationsandobligationsofthecompanyforexportproductsshallbeclearlystipulatedinthecontract;
3)Thecompanywillstrictlytakeprecautionarymeasuresandwillnotflowintothesocietyduetothedisposalandutilizationofdefectiveproductsandscraps,causingthefraudulentuseorcounterfeitingofpackagingtoharmtheinterestsofcustomersorconsumersanddamagethecompany.Reputation.
4.2.4本公司对识别顾客要求的信息还应创造多方面的渠道,例如顾客对产品质量的意见和建议、市场调查报告、竞争对手的信息反馈;
顾客对交货期、送货方式要求、环保要求等形式所反馈的信息;
在生产、销售过程中顾客提出需变更、修改内容或更改设计等,相关部门都应及时分析处理保存记录。
4.2.4Thecompanyshouldalsocreateavarietyofchannelsforidentifyingcustomerrequirements,suchascustomeropinionsandsuggestionsonproductquality,marketresearchreports,feedbackfromcompetitors;
customerrequirementsfordelivery,deliverymethods,Informationreportedintheformofenvironmentalprotectionrequirements;
intheproductionandsalesprocess,thecustomerproposestochange,modifythecontentorchangethedesign,etc.,relevantdepartmentsshouldanalyzeandprocesstherecordsinatimelymanner.
4.3合同评审的执行Executionofcontractreview
4.3.1销售人员自接受顾客询价开始,经对顾客要求的识别,在合同得以成立之前即应实施合同评审,《合同评审表》由责任销售员负责填写,首先确定材质、结构、型式和尺寸,然后应组织生产、技术、品保、财务、采购等相关职能人员进行合同评审。
对有商标、条码印刷需求的顾客,还应要求顾客提供商标、条码印刷许可证以供评审,并对评审合格者要求提供复印件备考。
审核结论由销售部经理签署,重大项目由总经理审批,以最后确认本公司具有满足合同要求的能力。
4.3.2所有新客户的产品合同或订单和老客户的新产品合同或订单都必须履行合同评审的过程,否则不能安排生产。
对老产品订单则应进行确认,检查材料、设备、生产安排及运输能力满足顾客要求的可行性,计划员确认开据生产任务单即可安排生产。
4.3.3已履行合同评审后的产品在接受该产品的第二次订货起即作为老合同的新订单(简称“老产品订单”),这种订单只可能有订货数量、交货期或价格的变化,只要其规格、材质、唛头图文、加工工艺不变,即不作为合同变更,不必办理书面变更手续。
只要对“老产品订单”补发新的生产施工流转单予以调整。
4.3.1Thesalespersonshall,afteracceptingthecustomer'
sinquiry,identifythecustomer'
srequest,andshallperformthecontractreviewbeforethecontractisestablished.The“ContractReviewForm”shallbefilledinbytheresponsiblesalesperson,firstdeterminingthematerial,structure,typeandSize,thenorganizeproduction,technology,qualityassurance,finance,procurementandotherrelatedfunctionsforcontractreview.Forcustomerswhohavetrademarkandbarcodeprintingrequirements,customersshouldalsoberequiredtoprovidetrademarkandbarcodeprintinglicensesforreview,andacopyofthetestforthosewhohavepassedthetest.Theconclusionoftheauditissignedbythemanagerofthesalesdepartment,andthemajorprojectisapprovedbythegeneralmanagertofinallyconfirmthecompany'
sabilitytomeetthecontractrequirements.
4.3.2Allnewcustomers'
productcontractsorordersandoldcustomers'
newproductcontractsorordersmustperformthecontractreviewprocess,otherwiseproductioncannotbearranged.Ordersforoldproductsshouldbeconfirmedtocheckthefeasibilityofmaterials,equipment,productionarrangementsandtransportationcapacitytomeetcustomerrequirements.Theplannerconfirmsthattheproductionworkordercanbeusedtoarrangeproduction.
4.3.3Afterthecontracthasbeenreviewed,theproductwillbeusedastheneworderoftheoldcontract(referredtoas“oldproductorder”)afteracceptingthesecondorderoftheproduct.Suchordermayonlyhavetheorderquantity,deliverytimeorprice.Thechange,aslongasitsspecifications,materials,gimmicks,andprocessingtechnologyremainunchanged,thatis,itisnotacontractchange,andthereisnoneedtogothroughthewrittenchangeprocedures.Aslongasthenewproductionorderfloworderisreissuedforthe“oldproductorder”.
4.4工艺准备的控制ProcessControl
4.4.1产品合同生效后,销售员即应填写《样板试制通知单》,会同各分厂、技术部、品保部对样板试制委托书进行评审,并澄清样品制作中的疑点。
4.4.2技术部负责样品制作的材料准备、工艺准备,并且必须保证制作过程中全部工