识别和确定顾客的要求和期望.docx

识别和确定顾客的要求和期望.docx

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识别和确定顾客的要求和期望

1目的

识别和确定顾客的要求和期望，通过评审和沟通，加强服务和信息处理，妥善管理顾客财产，监视、分析和利用顾客满意度信息，满足并争取超越顾客的要求和期望。

1.Thepurposes:

toidentifyandcertifytheneedandexpectationofourcustomers;toimproveourserviceandtheabilityofinformationprocessingthroughevaluationandcommunication;toprobablymanageourcustomers’possessions;toanalyzeandmakefulluseofsatisfactioninformationfeedbackofourcustomerssoastomeettheirneedsandfulfilltheirexpectation.

2范围

适用于顾客产品要求的识别、评审，与顾客沟通、顾客财产管理和顾客满意度调查等过程和活动。

2.Range

Identificationandevaluationsuitableforthecustomers’requirementsonourproducts,thecommunicationwithcustomers,themanagementoftheirpossessionsaswellasinvestigationonthecustomers’satisfactionetc.

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，和时处理顾客信息和服务；

3）做好顾客财产管理和顾客满意度调查、分析。

Theresponsibilityofthesalesdepartment

1）Tocertifythecustomers’requirementsonourproductsandtoorganizetheevaluatingworkoncontractsaswellasonpurposeordersothatthecontractbeclear,completeandinaccordancewiththelaw.

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和交货期的评审。

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。

3.2Thestockdepartmentisinchargeoftheexaminationonthepurchaseofmaterials.

3.3Theproductiondepartmentdesignanddeterminetheproductioncapacityandthedeliverytime.

3.4otherfunctionaldepartmentsareinchargeofthingsrelated.

3.5Thegeneralmanagerisinchargeoftheapprovaloncontractsandexaminationandapprovalonsomespecialcontracts.

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（包括对产品交付和交付后活动的要求），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.Workingprocedures

4.1Toconfirmtherequirementsonourproducts.

4.1.1Thesalesdepartmentshouldfrequentlycommunicatewiththecustomersintheprocessofvenditionandhaveaclearideaofthecustomers’requirements（includingrequirementsonthepaymentandafter-saleservices）.Besides,thesalesdepartmentshouldalsoidentifythecustomers’potentialdemandsandperformtherelateddutiesinaccordancewithrelatedlawsofqualityandstandardsofthatparticularindustry,bothnationalandinternational.

4.1.2销售部根据本公司现有产品品种规格和生产能力，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：

4.1.2Thesalesdepartmenttakesthepresentproductspecificationsandproductioncapacityasareferenceforproductsincommonconducts.

4.1.3.Asforthoseproductsonwhichthecustomersputspecialrequirements（regardlessoftheoldcustomersorthenewcustomers）,thesalesdepartmentsshould,beforethecontractsignment,organizeanalyzingandconfirmingactivitiesonthefeasibilityoftheproductionaswellasthosespecialrequirements,onwhichconfirmationshouldbemadethroughcommunicationwiththecustomers.

a）产品规格和尺寸、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）Theconfirmationontheproductspecification,relatedtechnologicalrequirements,thepackageandpaymentetcshouldbecarriedoutincustomer-confirmedwrittenformor

b）Askthecustomersforspecificrequirementsontheproductspecificationandpropertyiftheyneedredesignedproducts（totallyorpartially）.Then,afterhavingthecustomers’confirmation,havetheresearchdepartmentcarryouttheredesignworkandtrial-productioninaccordancewiththoserequirementsorsamplesordesignprovidedbythem.

c）Makespecialmarkonthesampleproductsaccordingtowhichthecustomersputpurchaseorderandkeepthemingoodpreservation.

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、交货期以和其它相关要求。

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。

4.1.4Thesalesdepartmentshouldconfirmwiththecustomersthespecification,number,deliverytimeoftheproductstobereprocessedandetc.Thecustomers’oralortelephonepurchaseordershouldbekeptinwritten.Whennecessary,askthemforwrittenconfirmationonthis.

4.1.5Thecompanyshouldmakeitclearinrelevantdocumentsifitwantstoputotheradditionalrequirements,suchastheadvanceofthedeliverytime,company-controlledtarget.

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。

4.2Theexaminationandappraisalofthecontracts

4.2.1Theclassificationofthecontracts

a）Commoncontract:

referstothosecontractsinwhichthecustomers’requirementsonproductspecification,quality,price,deliverytimeetcareallintherangeofthecompany’snormalproductioncapacity.

b）Specialcontract:

referstothosecontractsinwhichthecustomers’specialrequirementsonproductquality,number,price,deliverytimeoronproductiontechnologyareobviouslybeyondthecompany’snormalproductioncapability.

4.2.2合同评审应在合同签订前进行，对顾客以口头形式或电话要货时，销售部应在接受前进行确认，并形成书面文件。

合同评审应确保：

a）产品的要求已明确并得到规定，各项要求合理，双方协调一致；

b）合同/订单中与以前表述不一致的要求已得到解决；

c）本公司有能力满足规定的要求。

4.2.2Theexaminationandappraisalofthecontractsshouldoccurbeforethesignment.Thesalesdepartmentshoulddealwiththecustomers’oralpurchaseorderonlyaftermakingconfirmationandkeepaformalwrittenrecord.Theexaminationandappraisalofcontractshouldensurethat:

a）Alltherequirementsontheproductsarereasonable,certified,andthetwopartsreachaunanimousagreement.

b）Differencesorconflictsbetweenthepresentcontracts/purchaseorderandthatofformerareremoved.

c）Alltheprescribedrequirementsareinthecompany’scapacity.

4.2.3销售部负责合同评审的实施：

a）对常规合同,由销售部业务人员根据顾客要求进行评审,进行评审和沟通,确定顾客订货要求,编制《生产订单》和《订单附件》（附录C）,即为对合同/订单的评审认可；

b）对有特殊要求的合同/订单，由销售部组织采购部、生产部和相关部门（根据合同的

4.2.3Thesalesdepartmentalsotakestheresponsibilityofcarryingouttheexaminationandappraisalofthecontracts.

a）Salesmeninthesalesdepartmentshouldexaminethecommoncontractaccordingtothecustomers’requirements.Throughexaminationofthecontractsandcommunicationwiththecustomers,thesalesdepartmentshouldmakesureofthecustomers’everyorderingrequirementandworkoutamanufacturingorderaswellasanappendix（seeappendixC）,thatistheso-calledexaminationofthecontracts.

b）Asforthespecialcontracts/purchaseorder,thesalesdepartmentshouldorganizethestockdepartment,themanufacturingdepartmentandotherrelevantdepartmentstodotheexaminationwork（inaccordancewiththerequirementsinthecontracts）,afterthatitshouldestablishaexaminationalpaperofspecialcontract,inwhichtheresultoftheexaminationismadeclear.Iftherequirementsareacceptable,thesalesdepartmentwillmakeamanufacturingorderandanappendixtothepurchaseorder（includingthesampleproductordesign）

有关要求确定）进行评审,建立《特殊合同评审表》（附录G）,明确评审结论。

对能满足合同要求的由销售部编制《生产订单》和《订单附件》（包括制作样品或设计）；

4.2.4在合同评审过程中，评审人员对合同中的有关内容和要求有疑问或提出修改建议时，由销售部与顾客联络，经双方协商确定后的更改事项，应予以记录。

4.2.4Ifintheprocessoftheexamination,theworkmenhappentohavequestionsaboutsomethinginthecontract,orhavepropositionstooffer,thesalesdepartmentshouldcontacttheclientsfornegotiations.Andthighstobechangedafterthenegotiationoughttoberecorded.

4.3合同的签订与确认

4.3Thesignmentandconfirmationofthecontract

4.3.1Ifthecontracts,aftertheirexaminationsareabletosatisfytheclients’requirements,then,theycanbesignedup,whichwillcomeintoeffectwiththeapprovalofthegeneralmanager（orsomebodyauthorizedbyhim/her）;butiftheyfailtodoso,theclientsshouldbeinformedofthisintimesothatotherwaysofsolutioncanbesought.

4.3.1合同评审后，若能满足顾客要求，则与顾客签订合同，经总经理（或由总经理授权者）批准后生效。

如不能满足顾客要求时，应和时通知顾客，另行协商处理。

4.3.2合同签订后,《生产订单》由总经理（或销售部经理）审批签字,传递到生产部、采购部、质检部、财务部、销售部等部门,并由相关人员签收确认,作为产品生产控制和交付的依据。

若因特殊原因不能确认已承诺的要求,由销售部负责与顾客协商修订事宜.

4.3.2Afterthecontractissignedup,themanufacturingordershouldbefirstapprovedandsignedupbythegeneralmanger（orthesalesmanager）andthenpassestobeconfirmedbyrelevantpeopleinthemanufacturingdepartment,thesockdepartment,thequalityexaminationdepartmenttoserveasreferenceforthecontrolofmanufacturingandpayment.Ifforspecialreasons,someofthepromisedrequirementscannotbeconfirmed,thesalesdepartmentwillberesponsiblefornegotiationwiththeclientforremedies.

4.4合同修订

4.4.1合同签定后一般不得对产品内容进行更改。

4.4.2当双方确需变更产品要求,即需更改合同/订单时,应重新对合同/订单要求进行评审。

经双方对合同条款的任何修改达成一致意见,并明确因修改合同而造成的本公司损失由谁承担后,以书面形式确认。

销售部合同管理员根据更改内容和评审结论,对原《生产订单》作出修改，形成新的《生产订单》并标注“修改”，和时传递到各有关部门再次签收确认（并回收原订单）。

4.4Theamendmentofthecontract

4.4.1Generallyspeaking,itisnotallowedtochangetheproductafterthesignmentofthecontracts.

4.4.2Whenthetwopartsreallyneedtochangetherequirements,thatis,tochangethecontractorthepurchaseorder,are-examinationwillbeneededonthecontractandthepurchaseorder.Afterthetwopartsreachaunanimousagreementonanyamendmentsthathasbeenmadeandmakeitclearwhichpartwillberesponsibleforthecompany’slossbecauseoftheamendments,theyshouldconfirmitinwrittenform.Thesalesdepartment,togetherwithadministrators,shouldmakechangesontheformalmanufacturingorderaccordingtothecontenttobechangedaswellastheconclusionoftheexamination.Basedonthis,anewmanufacturingorderwiththemark“amendment”willbeworkedout,whichwillbehandedtoalltherelevantdepartmentsforconfirmationagain（andtheformermanufacturingorderwillbecanceled.）

4.4.3对只作交货日期变动而无其他变更要求的订单可由合同管理人员将交货期变更事由和评审意见。

填入“生产订单执行记录”（附录D）,并把更改信息传达到有关部门。

4.4.4当更改的内容涉和到产品的质量技术要求的变更时，生产、技术设备、采购部等部门须确保相关文件得到同时修改。

4.4.3Asforthepurchaseorderinwhichthereisnootherrequirementthanrequirementonthedeliverytime,theadministratorsofthecontractorcandirectlyputinthemanufacturing