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顾客投诉处理程序
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中英文版
顾客投诉处理程序
Customer
Complaint Handling Procedure
1
目的
Purpose
该程序旨在确保对顾
客投诉和售后服务反馈质量
问题快速作出反应，将出厂产品的质量问题对顾客影
响降到最低，保证顾客的正常生产。并分析质量问题
的根本原因，采取纠
正和预防措施，保证质量问题不
再重复发生。
The
purpose
of
the
procedure
is
to
ensure
fast
reaction
to
the
customer
complaints
and
the
problems
which were feedback from After-sales
Service;
reduce
the
influence
to
the
customer
of
quality
problems
which
has
delivered
and
ensure
customer
can
implement
normal
production.
Analyze
the
root
cause
of
the
quality
problem
and
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implement the corrective and preventive
action
and ensure the same problem not
happen again.
2
适用范围
Application Scope
该程序适用于顾客投诉、
售后服务反馈质量问题、
质量问题退货产品的处理。
The procedure
is suitable for the customer
complaint,
After-sales service quality problem
feedback
and
the
handling
of
the
returned
product with
quality problem.
3
规范性引用文件
Normative Reference
下列文件中的条款通过本标准的引用而成为本标
准的条款。凡是
注日期的引用文件，其随后所有的修
改单（不包括勘误的内容）或修订版均不适用于本标
准，然而，鼓励根据本标准达成协议的各方研究是否
可使用这些
文件的最新版本。凡是不注日期的引用文
件，其最新版本适用于本标准。
The
following
terms
will
be
the
standard
terms
after
the
standard
reference.
All
the
referenced document which were noted
date, and
the
following
changed
form
(the
corrective
contents
excluded)or
the
recension
is
not
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available
for
the
standard.
The
referenced
documents
which
are
without
date,
the
latest
version
of
the
documents
are
applied
to
the
standard.
ISO9001
：
2008
质量管理体系要求
7.2.3
顾客
沟通
8.3
不合格品控制
ISO9001:
2008
Quality
Management
System
Requirement
7.2.3
Communication
with
Customer 8.3 Unqualified Product
Control
IRIS 02
国际铁路行业标准
7.2.3
顾客沟通
8.3
不合格品控制
IRIS
02
International
Railway
Industry
Standard
7.2.3
Communication
with
Customer
8.3
Unqualified
Product
Control
4
术语和定义
Terms and Defines
4.1
NCR
（
Non conforming Report
）
:
不合格产品报
告
4.2
8D
（
8 Discipline) :
解决问题的一种方法，主
要是由
8
个
步骤组成：
1D
成立团队、
2D
描述问题、
3D
围堵行动、
< br>4D
原因分析、
5D
纠正措施、
6D
验
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证措施、
7D
预防再发、
8D
肯定贡献
8D(8
Discipline): one of the method to solve
1D establish a team; 2D problem
describe; 3D
containment action; 4D
root cause analysis; 5D
corrective
action; 6D verification action; 7D
preventive
action;
8D
confirm
the
contribution
4.3
CAR
（
Correct
Action Report
）
:
纠正
措施报告
5
problem,
mainly
composed
with
8
steps:
部门职责
Responsibilities of
Department
5.1
质量部质量管理工程师职责
Quality
Management
Engineer
’
s
Responsibilities in QM
a)
管理公
司客户投诉邮箱，
及
时
登
记
和
传
递
< br>投
诉
信
息；
Manage
company
customer
complaints
mailbox,
register and
transfer the complaint
information in
time;
b)
对售后服务部反馈的质量信
< br>息进行登记，传递质量信息；
Register
the quality information which
feedback
by After-sale Service and transfer
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the quality information.
c)<
/p>
对客户投诉或售后反馈的质
量问题进行跟踪和更新。
Follow up and update the feedback
quality
problems
from
the
customer
complaints
or
the
After-sales Service
5.2
质
量
经
理
职
责
Quality
Manager
Responsibilities
a)
组织相关部门人员召开快速
反应会议，并
实施临时措施；
Organize
related
departments
to
hold
a
rapid
response
meeting
and
implement
the
temporary
action.
b)
在整个投诉管理过程中通过
项目经理告知顾客；
In the whole complaints
management process,
through the project
manager to inform
customer;
c)
帮
助
责
任
部
门
找
出
根
本
原
因，并确定
解决方案。
Help the responsible
dept to find the root
cause and confirm
solution.
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d)
确认措施的有效性。
Confirm effectiveness of the action
5.3
责
任
部
门
职
责<
/p>
Responsibilities
of
Responsible Department
a)
将
质量
问题的信息，通知所有与问题相关的作业
人员；
Inform all the related operators about
the
quality problem information.
b)
配
合各
车间的检验员将过程中的不合格品全数挑
选出来；
Coordinate inspectors of various
workshops
to pick out all the
unqualified products in
production.
c)
分
析问
题的根本原因并把相关信息反馈给质量经
理；
Analyze the root cause of the problem
and
feedback
the
related
information
to
the
Quality
Manager.
d)
实
行纠正措施以确保真正解决问题；
]
Implement
the
corrective
action
to
ensure
the
problem was solved actually.
e)
向
质量经理报告纠正措施实施情况。
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Report the action implementation status
of
the corrective action.
5.4
项
目
经
理
职
责<
/p>
Project
Manager
Responsibilities
a)
及
时与客户进行沟通和确认；
Communicate
and
confirm
with
the
customer
in
time.
b)
对
转发
给客户的《
8D
报告》进行审核。
Audit the
《
8D
Report
》
which will be
forwarded to the customer.
5.5
最终检验和进货检验职责
Responsibilities
of
the Delivery Inspection and Incoming
Inspection
a)
根据质量警示检验产品并在质量跟
踪条上记录检
验结果；
According to the quality alert to do
the
product
inspection
and
record
the
inspection
result on the
quality tracing note.
b)
向质量经
理报告所有的不合格情况；
Report all the
unqualified status to the
quality
manager
；
5.6
售后服务人员职责
After-
sales Service Staffs Responsibilities
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a)
将
客户反馈问题通知质量部；
Inform the Quality Dept about the
feedback
problem from customer
b)
在
现场
维修问题产品或将问题产品退回公司；
Repair
the
products
which
has
quality
problem
on
site
or
send
back
the
products
to
company.
6
程序要求
Procedure Requirements
6.1
顾客投诉问题
Customer Complaints
6.1.1
顾客投诉记录
Customer Complaints Records
质量部将公司投诉统一记录以便所有的顾客投
6.1.1.1
诉能够第一时间被改进工程师收集和整理。
In order to ensure the customer
complaints
can be collected and ordered
by the Improvement
Engineer at the
first time, QM will records all
the
company complaints.
6.1.1.2
质量管理工程师在收到顾客投诉时，应立即将顾
客投诉记录到《客户投诉列表》中。<
/p>
When
the
quality
management
engineer
receive
the customer
’
s
complaints, he should record the
complaints into the
《
Customer Complaints
List
》
immediately.
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6.1.1.3
质量管理工程师在记录完后，通知投诉所属项
目
的质量经理，
并将顾客投诉内容转交给项目质量经理。
After
the
quality
management
engineer
has
recorded
the
complaints.
He
should
inform
the
quality
manager
of
the
related
project
and
transfer the complaints contents to the
quality
manager of the project.
6.1.1.4
顾客投诉质量工程师必须在
< br>24
小时之内完成本
阶段工作。
]
The
quality
management
engineer
of
the
customer
complaints has to complete this stage
work within 24 hours.
6.1.2
分析确认是否接收
Analyze
and
Confirm
whether
项目质量经理在接收到质量管理工程师转交的
to
Receive
6.1.2.1
投
诉后，应立即分析客户投诉的信息描述是否清楚以
及责任是否为公司责任。
When
the
project
quality
manager
get
the
complaint
which
was
forwarded
by
the
quality
management
engineer,
he
should
analyze
immediately whether the information
description
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of the customer complaints are clear.
Whether it
belongs to the
company
’
s responsibility.
6.1.2.2
如顾客信息描述不清，质量经理应通知项目经
理
与顾客沟通，提供详细的信息描述，以便分析原因和
责任单位
。
If
the
information
description
from
the
customer
was
not
clear,
the
quality
manager
should
inform
the
project
manager
to
communicate
with the customer. In order to analyze
the root
cause and responsible company,
he should ask the
customer
to
provide
the
detailed
information
description
6.1.2.3
< br>如顾客投诉责任不属于公司的，项目经理也应与
顾客沟通，说明原因，请求取消投
诉。
If the responsibility of
the complaints did
not belong to our
company, the project manager
should
also
communicate
with
the customer
and
clarify
the
reason.
Then
the
project
manager
should ask the customer to cancel the
complaint.
6.1.2.4
如分析后确认是公司
责任，且信息描述清楚的应
该接受该投诉，并给予顾客回复，说明已经收到本次
投诉，正在处理中。
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