20顾客抱怨处程序.docVIP

慈溪市立奇电器有限公司 LQ/QP020-2009 顾客抱怨处置程序 目的 为了迅速有效处理顾客抱怨并解决顾客的问题，实现顾客满意，改善公司品质体系。 范围 适用于因为本公司产品给顾客带来问题所引发的抱怨及投诉的处理。 名词术语 短期对策：对已发现之不合格品的纠正及同类产品的清查和处理。 永久对策：即纠正措施，针对不合格原因采取的消除措施，以防止不合格的再次发生。 流程 执行方式 5.1、一般要求 对客户投诉要认真、及时予以处理并在客户要求的时限内（客户无时限要求时，在3个工作日内回复）将处置情况通报客户 5.2、接收抱怨 外贸部业务(可以是书电话头)后，应认为质问题是则开立诉处理单诉处理单诉处理单诉处理单诉处理单诉处理单 文件履历表 文件编号 LQ/QP020-2009 文件类型 QMS程序文件 文件名称 顾客抱怨处置程序 保密等级 一般 版号 修订理由 编制 审核 批准 顾客抱怨处置程序 LQ/QP020-2009 program 18 dangerous chemicals program 19 fire management program 20 motor vehicle traffic security management program 21 occupational control and career health management program 22 sewage, and exhaust, and waste oil and noise program 23 solid waste program 24 energy-saving consumption program 25 labor supplies management program 26 small and medium machine tool management program 27 large mechanical equipment management program 28 program 18 dangerous chemicals program 19 fire management program 20 motor vehicle traffic security management program 21 occupational control and career health management program 22 sewage, and exhaust, and waste oil and noise program 23 solid waste program 24 energy-saving consumption program 25 labor supplies management program 26 small and medium machine tool management program 27 large mechanical equipment management program 28 program 18 dangerous chemicals program 19 fire management program 20 motor vehicle traffic security management program 21 occupational control and career health management program 22 sewage, and exhaust, and waste oil and noise program 23 solid waste program 24 energy-saving consumption program 25 labor supplies management program 26 small and medium machine tool management program 27 large mechanical equipment management program 28