IATF16949-沟通管理和升级机制.doc

第 PAGE \* Arabic 25 页，共 NUMPAGES \* Arabic 25 页 Ver. Data Ver.数据版本 - 沟通 沟通管理和升级机制 Communication Management and escalation guide 版本更新履历 Change history 目 录 TOC \o 1-3 \h \z \u 1. 概要 General Information 4 1.1 目的Purpose 4 1.2 适用范围Scope 4 1.3 参考文档Reference Document 4 2. 缩写或定义Abbreviation and Terminology 5 3. 职责权限Roles and responsibilities 5 4. 沟通方式 Communications Method 8 4-1内部沟通 Internal Communications 8 4-1- 1工作会议 Work Conference 8 4-1-2 面谈 Face-to-Face Talk 9 4-1-3 工具（OA系统、SVN、JIRA等） Tools (OA system, SVN, JIRA, etc.) 10 4-2对外沟通方式（客户、供应商） External Communications (with Customers and Suppliers) 10 4-2-1 工作会议 Work Conference 11 4-2-2 周报、月报 Weekly/Monthly Report 11 4-2-3 邮件 E-mail 12 4-2-4 工具（如：JIRA、TeamTrack） Tools (such as, JIRA, TeamTrack) 12 5. 问题升级路径 Escalation path 12 5-1 适用状况Applicable situation 13 5-2 升级路径 escalation path 13 5-4 问题升级方式 Problem escalation method 16 概要 General Information 目的Purpose 通过规范与顾客的沟通，以及公司内部信息沟通、问题解决及升级处理机制，加强公司资源共享同时增进员工之间的相互了解，建立公司内部相互协调、相互信任的工作关系，增强公司聚合力，确保顾客的需求与期望在公司内部得到充分的理解和实现，确保质量管理体系的有效沟通，问题的高效解决。 This guidance is to standardize the communication with customers and internal information communications, problem-solving and escalation process mechanism; to strengthen resources sharing and improve mutual understanding of employees; to build work relationship that is mutually coordinated and mutually trusted; to ensure that customers’ demand and expectations are fully understood and achieved; to ensure the communications within quality management system is effective; and to ensure the problems be solved efficiently. Should also include external with customer. Fix it today 适用范围Scope Should also include external with customer. Fix it today 本手册适用于与顾客的沟通，以及公司各部门、各级人员之间的沟通、问题解决。 This guide can be used for communications with customers, and the communication and problem-solving among all departments and all employees. Should also include external with customer. Fix it to