顾客反馈过程.docVIP

Customer-related process (CRP)1) 顾客相关过程 顾客反馈处理过程 ； 负责部门：销售部；输入：订单、顾客要求、顾客投诉、顾客退货；输出：及时处理顾客反馈的信息；绩效指标：准时交付率、额外运费、顾客投诉及时处理率、顾客生产中断次数、顾客投诉处理时间 Process characteristics （过程特性）: Yes是 No否 Are the following questions regarding supporting processes (evaluation of risks) clarified?是否对下述有关支持性过程的问题加以澄清？ Yes是 No否 Is a process owner defined? 是否已确定过程的所有人？ X With what? (materials, equipment) 做什么？ X Is the process defined? 是否已对过程加以定义？ X With whom? (competences, training) 谁做？ X Is the process documented? 过程是否已文件化？ X With which key indicators? (measurement, inspection) 用哪些指标衡量？ X Are process int