AR线客户质量跟踪及投诉处理程序.docVIP

目的/Objective 定义AR线客户投诉的处理流程。 This procedure covers the activity of receiving and processing complaints for AR line. 适用范围/Application range 仅适用于圣戈班玻璃AR线业务范围内的客户投诉，包括外协加工厂。 For Albarino in SGG only. 职责/Responsibilities AR线质量部负责AR线投诉的接收，调查，检验，分析，报告，行动计划及跟踪等，是太阳能产品投诉问题最终确认和处理的唯一部门。 Quality department of AR line is the only one that in charge of dealing with the whole process about receiving, investigation, inspection, analysis, report, necessary actions taking and following-up. 当收到客户投诉时，所有的部门都应将相关的信息转发给AR线质量客户服务工程师，并且提供必要的信息协助其对投诉进行处理。 All the departments should deliver the complaints from customer to CS as soon as possible, and assist for quality handling. 物流部在收到客服部的帮助请求时，向客服部提供相关的发货及库存信息；并且协助财务进行客户往来交易的证明． Logistics department provides concerning delivery and storage information to CS when receives request; and confirm the deal with customer once Finance necessary. 财务部在赔偿事宜批准后调整客户往来帐。 Finance department is in charge of compensation after approving. 管理程序/Procedure 投诉流程/Claim flow chart 投诉的受理Reception of complaints 基于客户的投诉信息，判断是否接受该项投诉，并且将结果及时的告知客户，投诉的第一反馈需要在一个工作日内完成． Decide whether to receive the complaint or not based on claim information, as the complaint is not definitely identified by SGG. Then give customer response in first time. First response to customer should finish within 1 working day. 需要客户协助提供准确的质量投诉信息． CS engineer should go to the customer site taking a survey, please inform customer the concrete date to investigate and something that customer should do about the claimed in advance. 客服工程师将投诉信息转发给相关部门，做初始调查分析，并安排内部进行围堵措施． CS should share claim information to all the related dept for first analysis, and do contaminate action for the stock and temporary quality spec immediately. 投诉的登记/Registration of complaints 投诉由客户服务工程师负责登记。投诉的编号、日期、产品信息等要填写在《AR客户投诉跟踪表》上。 CS registers complaints in AR Claim follow-up