识别和确定顾客的要求和期望Word文件下载.docx

1、 to probably manage our customers possessions; to analyze and make full use of satisfaction information feedback of our customers so as to meet their needs and fulfill their expectation. 2范围适用于顾客产品要求的识别、评审，与顾客沟通、顾客财产管理及顾客满意度调查等过程和活动。2. RangeIdentification and evaluation suitable for the customers re

2、quirements on our products, the communication with customers, the management of their possessions as well as investigation on the customers satisfaction etc.3职责3.1销售部负责：1） 顾客/产品要求的确定，组织合同/订单评审，确保合同的合法、明确和完整性；2） 加强与顾客联系沟通，及时处理顾客信息和服务；3） 做好顾客财产管理及顾客满意度调查、分析。The responsibility of the sales department1）

3、 To certify the customers requirements on our products and to organize the evaluating work on contracts as well as on purpose order so that the contract be clear, complete and in accordance with the law.3.2采购部负责材料采购（含外协）的评审。3.3生产部负责生产能力及交货期的评审。3.4其他职能部门负责相关事宜评审。3.5总经理负责合同批准和特殊合同的评审审批。3.2 The stock d

4、epartment is in charge of the examination on the purchase of materials.3.3 The production department design and determine the production capacity and the delivery time.3.4 other functional departments are in charge of things related.3.5 The general manager is in charge of the approval on contracts a

5、nd examination and approval on some special contracts.4工作程序4.1产品要求的确定4.1.1销售部在开展营销活动中，要经常了解顾客意向，明确顾客明示的要求（包括对产品交付及交付后活动的要求），并识别顾客潜在的要求，履行与产品有关的义务，相关质量法律法规、相关产品国家国际和行业标准的要求。4. Working procedures 4.1 To confirm the requirements on our products.4.1.1 The sales department should frequently communicate w

6、ith the customers in the process of vendition and have a clear idea of the customersrequirements （including requirements on the payment and after-sale services）. Besides, the sales department should also identify the customers potential demands and perform the related duties in accordance with relat

7、ed laws of quality and standards of that particular industry, both national and international.4.1.2销售部根据本公司现有产品品种规格及生产能力，作为常规合同产品的加工范围。4.1.3对顾客有特殊要求的产品（包括对首次发生业务关系的顾客或老顾客提出新产品加工要求时），销售部应在接受合同前，组织相关部门对产品生产的可行性和加工要求进行分析和确定，就产品要求的有关问题与顾客进行适当沟通与确认： 4.1.2 The sales department takesthe present product spe

8、cifications and production capacity as a reference for products in common conducts.4.1.3. As for those products on which the customers put special requirements （regardless of the old customers or the new customers）, the sales departments should, before the contract signment, organize analyzing and c

9、onfirming activities on the feasibility of the production as well as those special requirements, on which confirmation should be made through communication with the customers.a） 产品规格及尺寸、相关技术要求、包装交付等应有顾客确认的书面记录或以交样的方式进行确认。b） 对需进行重新设计（或部分设计）的产品，请顾客明确产品要求和相关特性指标，或按顾客提供图样或样品，交研发部负责组织进行设计、试制，请顾客确认，具体可参照设

10、计和开发控制程序执行。c） 顾客以样品作为订货依据时，应对样品作出标识妥善保存。a） The confirmation on the product specification, related technological requirements, the package and payment etc should be carried out in customer-confirmedwritten form orb）Ask the customers for specific requirements on the product specification and property

11、if they need redesigned products （totally or partially）. Then, after having the customers confirmation, have the research department carry out the redesign work and trial-production in accordance with those requirements or samples or design provided by them.c）Make special mark on the sample products

12、 according to which the customers put purchase order and keep them in good preservation.4.1.4对顾客再次加工的产品，销售部与顾客明确加工的型号、数量、交货期以及其它相关要求。当顾客以口头或电话要货时，应形成记录，需要时可请顾客进行书面确认。4.1.5本公司若需附加的其他要求（如公司内控指标，交货日期提前等）在相关资料中予以明确。4.1.4The sales department should confirm with the customers the specification, number, de

13、livery time of the products to be reprocessed and etc. The customers oral or telephone purchase order should be kept in written. When necessary, ask them for written confirmation on this.4.1.5 The company should make it clear in relevant documents if it wants to put other additional requirements, su

14、ch as the advance of the delivery time, company-controlled target.4.2合同评审4.2.1合同分类：a） 常规合同：指顾客提出的产品规格、质量要求、价格、交付期等均在本公司常规生产的可接受能力范围内的合同。b） 特殊合同：指顾客有特殊的产品质量技术要求或在数量、价格、交付期等方面明显超过本公司日常加工能力的合同。4.2 The examination and appraisal of the contracts 4.2.1 The classification of the contractsa）Common contract:

15、 refers to those contracts in which the customers requirements on product specification, quality, price, delivery time etc are all in the range of the companys normal production capacity.b） Special contract: refers to those contracts in which the customers special requirements on product quality, number, price, delivery time or on production technology are obviously beyond the companys normal production capab