与顾客有关的过程控制程序中英文.docx

1、与顾客有关的过程控制程序中英文程序文件Procedure Document文件名称Document Name与顾客有关的过程控制程序Process control procedure related to customers文件编号Document NO.版本/版次Version/Edition编 制Compiled by日 期Date审 核Audited by日 期Date批 准Approved by日 期Date1目的Objectives1.1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。1.1 Fully identify customer

2、 requirements and expectations for products and services, implement continuous improvement, and ensure commitment to quality, environment and service to customers.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。1.2 Review the rationality and feasibility of the sales contract (including the bid

3、documents) to verify the companys ability to meet the requirements while maintaining the companys legal rights.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。1.3 Collect QM information, answer customer inquiries, handle complaints correctly, and increase customer satisfaction.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

4、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。Applicable to the control of the customer-related process, including the identification of customer requirements, the review of product requirements, communication with customers (including pre-sale and after-sales service of products, bidding, contr

5、act performance, etc.) and customer property management.3职责 Responsibility3.1 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

6、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。3.1 The sales department sales personnel should have sufficient packaging expertise to ensure that the customer requirements are skillfully identified during negotiations with the customer; the relevant departments are required to review the product require

7、ments before accepting the contract or order, and are responsible for communicating with the customer and preserving the review records. .3.2 Purchasing Department Purchasing personnel shall be responsible for reviewing the purchasing power of the required raw materials and establishing contact chan

8、nels for purchasing contracts.3.3 The technical department in charge of the technical department is responsible for reviewing the product process and manufacturing capabilities.3.4 The Quality Assurance Department is responsible for reviewing product quality requirements and testing capabilities.3.5

9、 Each branch shall review the ability of equipment to meet and guarantee delivery.3.6 The Enterprise Management Department is responsible for reviewing the ability of personnel to meet.3.7 The logistics department is responsible for reviewing the transport satisfaction capabilities.3.8 The general m

10、anager is responsible for making decisions, checking and approving important and large contracts.4 工作程序 Operational Procedure4.1与顾客有关的过程 Process relating to customer1）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

11、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) Determination of requirements related to the product: the customers express and implied requirements for the performance, use and use of the product after delivery and delivery; legal and regulatory requirements rela

12、ted to the product; meeting the quality performance and service of the product Requirements and any requirements that cater to the customers advance awareness; any additional requirements that the company deems necessary.2) Review of product-related requirements: Product-related requirements should

13、be reviewed and reviewed prior to customer commitment (eg, before submitting a proposal, contract or order, and contract or order change). Ensure that we have the ability to meet the requirements of products and services consistent with contracts or orders; and requirements for pollution prevention.

14、4.2顾客要求的识别 Customer identification 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

15、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。4.2.1 Sales personnel should be proficient in identifying various requirements of customers for ordering products during bidding, quotation, negotiation and other activities.1) Quality requirements include raw material dete

16、rmination, production specifications, performance, product reliability, structural characteristics and appearance requirements;2) Delivery requirements include delivery methods, production cycles, delivery conditions, delivery deadlines, shipping and strapping regulations, etc.;3) Supportive service

17、s for products include pre-sales and after-sales service, instructions for use, accessories, and precautions.4.2.2 The customer shall provide samples, drawings and written technical data, including customer-specific inspection standards, to the extent possible to ensure that the ordered products are

18、 warranted; non-customer-defined product requirements, but for the intended use If necessary, and for customers who provide written information without or without conditions, they should clearly express to the customer in the contract review that the domestic packaging should be carried out accordin

19、g to customer standards (for example: corrugated boxes) and export packaging according to commodity inspection standards (for example, corrugated boxes). No national or industry standards are implemented in accordance with the inspection standards established by the company.4.2.3 应向顾客明确承诺的产品义务还应包括：P

20、roduct obligations that should be clearly promised to the customer should also include: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) The companys products are subject to the requirement

21、s of applicable laws, regulations and standards such as product safety, environmental protection, trademark and barcode printing, and other social responsibilities;2) The special regulations and obligations of the company for export products shall be clearly stipulated in the contract;3) The company

22、 will strictly take precautionary measures and will not flow into the society due to the disposal and utilization of defective products and scraps, causing the fraudulent use or counterfeiting of packaging to harm the interests of customers or consumers and damage the company. Reputation.4.2.4 本公司对识

23、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。4.2.4 The company should also create a variety of channels for identifying customer requirements, such as customer opinions and suggestions on product quality, market research

24、 reports, feedback from competitors; customer requirements for delivery, delivery methods, Information reported in the form of environmental protection requirements; in the production and sales process, the customer proposes to change, modify the content or change the design, etc., relevant departme

25、nts should analyze and process the records in a timely manner.4.3 合同评审的执行 Execution of contract review4.3.1 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

26、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。4.3.1 The salesperson shall, aft

27、er accepting the customers inquiry, identify the customers request, and shall perform the contract review before the contract is established. The “Contract Review Form” shall be filled in by the responsible salesperson, first determining the material, structure, type and Size, then organize producti

28、on, technology, quality assurance, finance, procurement and other related functions for contract review. For customers who have trademark and bar code printing requirements, customers should also be required to provide trademark and bar code printing licenses for review, and a copy of the test for t

29、hose who have passed the test. The conclusion of the audit is signed by the manager of the sales department, and the major project is approved by the general manager to finally confirm the companys ability to meet the contract requirements.4.3.2 All new customers product contracts or orders and old

30、customers new product contracts or orders must perform the contract review process, otherwise production cannot be arranged. Orders for old products should be confirmed to check the feasibility of materials, equipment, production arrangements and transportation capacity to meet customer requirements

31、. The planner confirms that the production work order can be used to arrange production.4.3.3 After the contract has been reviewed, the product will be used as the new order of the old contract (referred to as “old product order”) after accepting the second order of the product. Such order may only

32、have the order quantity, delivery time or price. The change, as long as its specifications, materials, gimmicks, and processing technology remain unchanged, that is, it is not a contract change, and there is no need to go through the written change procedures. As long as the new production order flow order is reissued for the “old product order”.4.4 工艺准备的控制 Process Control4.4.1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